The PROPEL Principles
The PROPEL Principles
As patient satisfaction and HCAHP scores become even more intertwined with healthcare facility reimbursement, there is a clear focus on the relationship between the healthcare staff and the patient. Surveys grade extensively on the communication and overall satisfaction the patient receives from his or her healthcare provider. The PROPEL Principles are a set of tools to reboot problem areas your organization or staff may be facing that would lead to low satisfaction scores. Using the principles Passion, Relationships, Optimism, Proactivity, Energy, and Legacy, PROPEL Principles are designed to reengage your staff and ensure the highest satisfaction between patients and their healthcare provider.
Passion: Developing the Drive to Create Positive Outcomes
Passion is the source of our inspiration and motivation. Having passion for our work can enable us to perform at the highest level. But passion can also have a dark side if it becomes a consuming need for control.
Relationships: The Science of Building a High-Performing Team
You might think that by sharing an occupation, co-workers are a team. But Gallup surveys have consistently found that only 30 percent of employees are engaged (doing a good job, deliberately and with enthusiasm), while 50 percent say they are disengaged (emotionally disconnected from their workplace, no longer caring about the organization’s mission or their leader’s goals). Disengaged employees demonstrate minimal motivation and little involvement with coworkers and patients, resulting in lackluster performance.
Studies show that as many as 85 percent of initiatives attempting a change fail. The reason most often cited is discouragement. But the truth is, it takes weeks and often months to make real progress toward a goal, and setbacks along the way are to be expected. No matter the setting, individuals who “give up” have one trait in common: pessimism. Pessimistic people see failure as permanent, pervasive, and personal. This outlook is vastly different from those who can be classified as optimistic; they see setbacks as temporary, specific, and situational.
Proactivity: How to Redirect the Energy of Negative Reactions
We humans are hardwired to react negatively when faced with a problem. When we feel threatened, the midbrain (mesencephalon) hijacks our attention to focus on how we can avoid harm, triggering the production of stress chemicals (cortisol) that prepare us for “fight or flight,” a chemical reaction that can kick in whether or not reality warrants it.
You might think that those who devote their professional lives to improving the health of others would themselves be models of good health and good habits. You’d be wrong. Study after study finds that healthcare providers are pretty terrible about looking after their own health, and that they have a surprising inclination toward unhealthy habits. Ironically, the passion and training that drives them to want to give the best care humanly possible does not carry over into their off-hours. Spend a day in their shoes and you’d see why.
When we become so consumed by our work that we fail to replenish our own energy, sooner or later we pay the price. We become physically exhausted, mentally drained, emotionally spent and spiritually depleted. We burn out.
Studies show that nearly every successful person, at some point in his or her life, benefited from a mentor. Even those who have experienced impoverished backgrounds, challenging circumstances, or traumatic events can flourish if they have a mentor, coach, or loved one who is dedicated to making a difference in their life. The benefit is mutual; mentors’ lives are enriched too. As all the research on happiness confirms, one of life’s greatest satisfactions come from knowing that you have helped another human being in a lasting way.