Acronyms acronyms acronyms.  LOT, LDI, I-CARE, AIDET, SMILE, etc.  What do they mean?  Oftentimes, we can become overburdened with so many acronyms, we can't remember what each represents. 

As part of yesterday's Leadership Development Institute (LDI), Brooks' in-house customized leadership training for managers, our Leadership Operations Team (LOT) Service Team laid out an innovative project plan to simplify service recovery and empathic communication using the acronym SMILE (Smile and greet the patient; Make them feel comfortable; Initiate conversation; Listen; and End with a lasting impression).   As part of the hospital's continued transformation to better meet the needs of our community, the LOT Service Team designed a multi-disciplined process for improving patient satisfaction using "key words at key times" for "moments of truth" with patients.  

During the day-long workshop, three other teams - People, Retention/Engagement, and Quality - tackled similar process improvement tasks using a Project Management model outlined in the hospital's new Harvard Management Mentor software. 

Stay tuned for information on other best practices being carried out by the LOT and remember to SMILE!