The best question to get patient rounding off to a great start
While the health care executives we work with universally agree on the benefits of leader rounding conversations with both patients and staff, theories vary widely on how to make these interactions most helpful and productive. Effectively choreographing these conversations depends much more on active listening to empathetically judge where to take the discussion than on inane scripts or lists of questions. A warm, sincere introduction and the right initial open-ended question can make or break the quality of the remainder of the encounter. One of the best initial questions I’ve ever heard came from a recent conversation with Peggy Frizzell, the director of patient experience for Mary Immaculate Hospital in Newport News, VA. Peggy said that to open the conversation and really get to know