ABSTRACT
In Phase 3, we became content experts and began to apply that content. By now, we had learned what worked and what did not work in our environment. We tried diŽerent initiatives and ways of doing those initiatives. We quickly went through Phases 1 and 2, and the team owned the success. ey were champions. One thing
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we had learned was that if you want to know what the customer wants, you need to ask the customer. Our team looked at every patient satisfaction survey and attributed it to the team members who had cared for that patient. e team could tell how each employee had contributed to the whole. ey called many patients and asked for speci›c feedback. If one of my team members had failed that patient, they apologized. If a department we worked with let the patient down, they called them on it. ey held themselves and their partnering departments responsible for the outcomes. ey took no prisoners and no excuses. is was not me calling; this was the frontline team. eir involvement was the turning point. ey were engaged, and they knew what to do. Now they were applying that knowledge. It was not until we reached this phase that we actually reached our goal.
