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WECARE Leadership Rounding
Share PrintWECARE Leadership Rounding is one of five foundational PX Toolkits. WECARE Leadership Rounding engages leaders, employees, and patients in a systematic process to bridge the gap between patient expectations and experiences of VA healthcare!
Origin:
September 2020, Veterans Experience Office
Adoptions:
86 successful, 54 in-progress
Recent Updates
Overview
Problem
Patients and employees trust leaders who are engaged and visible. Being present and accessible allows leaders to observe and deeply understand the issues and priorities felt firsthand by patients and employees. This connectedness helps resolve challenges and build trust with employees, who are ultimately responsible for delivering and creating the patient ex
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Patients and employees trust leaders who are engaged and visible. Being present and accessible allows leaders to observe and deeply understand the issues and priorities felt firsthand by patients and employees. This connectedness helps resolve challenges and build trust with employees, who are ultimately responsible for delivering and creating the patient experience.
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Solution
Leaders and managers will take 15-30 minutes to round in work areas and common/patient care areas to gather feedback from an employee and a patient/Veteran. Multidisciplinary teams check-in with patients to build relationships, verify consistency of care, gather real-time feedback, perform on the spot service recovery, recognize employees and identify opport
...
Leaders and managers will take 15-30 minutes to round in work areas and common/patient care areas to gather feedback from an employee and a patient/Veteran. Multidisciplinary teams check-in with patients to build relationships, verify consistency of care, gather real-time feedback, perform on the spot service recovery, recognize employees and identify opportunities for improvement.
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Results
Leadership rounding builds connections between employees and managers and provides a venue for feedback. It builds trust by increasing employee engagement and providing leaders an opportunity to follow up on concerns. WECARE rounding demonstrates a strong commitment to Veteran patients and can resolve problems promptly. It has also been shown to improve Vete
...
Leadership rounding builds connections between employees and managers and provides a venue for feedback. It builds trust by increasing employee engagement and providing leaders an opportunity to follow up on concerns. WECARE rounding demonstrates a strong commitment to Veteran patients and can resolve problems promptly. It has also been shown to improve Veteran satisfaction scores.
WECARE rounding aligns with HRO:
- Strengthens leadership commitment
- Fosters transparency and continuous improvement
- Improves communication and psychological safety See more
WECARE rounding aligns with HRO:
- Strengthens leadership commitment
- Fosters transparency and continuous improvement
- Improves communication and psychological safety See more
Images
Rounding the “VA WAY”
Metrics
- As of the FY25 Q1 PX Environmental Scan Results, 85.6% of VA Healthcare Systems are engaged in WECARE Rounding.
Diffusion tracker
Does not include Clinical Resource Hubs (CRH)
Implementation
Timeline
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Week 1
- Obtain buy-in from ELT and department leaders- Create the core team- Establish schedule and meeting locations-Gather tools -
Week 2
- Provide a brief initiative to all employees, including volunteers- Address how each person contributes to the patient experience -
Week 3
- Conduct a training session for rounding participants- If necessary, conduct WECARE rounds virtually through MS Teams ensuring the group is on camera -
Week 4
- Conduct WECARE Leadership Rounding- Follow up on action items- Debrief, improve process -
What's next
- Prepare for next WECARE Leadership Rounding session
Core Resources
| Resource type | Resource description |
|---|---|
PEOPLE |
|
Files
- This rounding method is a purposeful, proactive, and evidence-based intervention that helps VA leaders anticipate and address the needs of patients and staff. Executive Summary - WECARE Leadership Rounding
Links
- For more information about the WECARE Leadership Rounding, visit the Veterans Patient Experience Team on SharePoint Online (if you do not have access, please request it): WECARE Leadership Rounding Toolkit
- Five Ways the Phoenix VA is improving the Veterans experience VA Patient Experience Blog
- Changing the way Veterans experience their care VA Patient Experience Blog
About
Origin story
WECARE Leadership Rounding is based on best practices from world class organizations with strong PX improvement initiatives, including: Stanford Health care, UCLA Health System, Geisinger Health System, and The Studer Group.
Comment
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