Published: February 17, 2016
By Tyler Smith
University of Colorado Hospital leaders gathered Feb. 5 for the latest in a series of day-long “Hardwiring” events aimed at improving service to patients, families, staff, and faculty. At the heart of the gathering were presentations introducing a new take on a familiar strategy: rounding.
Leadership teams will continue to round units, departments, and clinics, as they have since the hospital launched its “Service Excellence” – recently renamed “Patient Experience” – initiative in 2011. The idea is to regularly sound out staff about their work environment, log their issues and concerns, and assign appropriate individuals and teams to address them. The goal: engage staff on their own terms and their own turf.
“When you round, you build relationships and trust,” Chief Operating Officer Tom Gronow told the crowd in the auditorium of the Bruce Schroffel Conference Center. But he said it’s time for the hospital to reboot its approach to the strategy.