BLG: Focus Group Moderation Guide - Final

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Objectives:

• - Open discussion guided by several specific questions. - Time together: 60 minute discussion groups. - This discussion is INFORMAL. Relax and enjoy yourself. - There are no right or wrong answers. We are interested in your opinions, no matter what they are. - Please be considerate of other opinions. If you disagree with what someone else said feel free to talk about it. But we want to keep this discussion friendly. - Assurance: Confidential discussion where open, honest feedback is critical. Objective is to learn about the organization's culture from the employees' and leaders' perspectives.

• 1. Please tell me your name and role.

• 2. Tell me about what is going well at this organization?

  Select Teamwork Loyalty Community Involvement Physicians Hospital Size Commitment

  • Teamwork
  • Loyalty
  • Community Involvement
  • Physicians
  • Hospital Size
  • Commitment

• 2 - Additional Notes

• 3. If you could change one thing to improve the patient experience here, what would it be?

  Select Tolerated Don't Know Disciplinary Process Coaching Not Happening

  • Tolerated
  • Don't Know
  • Disciplinary Process
  • Coaching
  • Not Happening

• 3 - Additional Notes

• 4. Give me an example of a time when change was implemented successfully from senior leadership down to front line staff.

• 4a. What made that change so successful?

  Select Teamwork Communication Clear Roles Set Expectations Executive Commitment Planning

  • Teamwork
  • Communication
  • Clear Roles
  • Set Expectations
  • Executive Commitment
  • Planning

• 4a - Additional Notes

• 4b. If none, what have been the biggest barriers/break downs in previous change initiatives?

  Select Competing Priorities Time Accountability Lack of Leadership Lack of Communication Resistance to Change Poor Planning

  • Competing Priorities
  • Time
  • Accountability
  • Lack of Leadership
  • Lack of Communication
  • Resistance to Change
  • Poor Planning

• 4b - Additional Notes

• 5. Tell me how your patient experience scores are used in your department. Is the patient experience a priority here?

  Select Posted on Boards Shared at Staff Meetings Huddles Town Halls Don't Know

  • Posted on Boards
  • Shared at Staff Meetings
  • Huddles
  • Town Halls
  • Don't Know

• 5 - Additional Notes

• 6a. Do you feel this is a great work environment? (look for strengths and/or gaps for a satisfied/engaged workforce)

• 6a - Additional Notes

• 7. How would you assess your relationship with physicians? How do you support them and how do they support you?

  Select Two Way Communication Responsiveness Supportive Conduct Inconsistent

  • Two Way Communication
  • Responsiveness
  • Supportive
  • Conduct
  • Inconsistent

• 7 - Additional Notes

• 8. Describe how leaders are held accountable?

  Select Evaluations Goals By Their Leader Regular Meetings Posted Results Don't Know Needs Improvement

  • Evaluations
  • Goals
  • By Their Leader
  • Regular Meetings
  • Posted Results
  • Don't Know
  • Needs Improvement

• 8 - Additional Notes

• 9. Can you explain how staff are held accountable here at (name of hospital)?

  Select Evaluations Goals By Their Leader Regular Meetings Posted Results Don't Know Needs Improvement

  • Evaluations
  • Goals
  • By Their Leader
  • Regular Meetings
  • Posted Results
  • Don't Know
  • Needs Improvement

• 9 - Additional Notes

• 10a. How are high achievers recognized?

  Select Reward and Recognition Merit Pay Thank You's More Work Inconsistent

  • Reward and Recognition
  • Merit Pay
  • Thank You's
  • More Work
  • Inconsistent

• 10a - Additional Notes

• 10b. How are under achievers dealt with?

  Select Tolerated Don't Know Disciplinary Process Coaching Not Happening

  • Tolerated
  • Don't Know
  • Disciplinary Process
  • Coaching
  • Not Happening

• 10b - Additional Notes

• 11. Do you feel like you receive the information you need to do your job? Explain.

  Select Email Intranet From Leaders Orientation Staff Meetings Not Happening

  • Email
  • Intranet
  • From Leaders
  • Orientation
  • Staff Meetings
  • Not Happening

• 11 - Additional Notes

• 12. Do you feel like your input is valued? Explain.

  Select Shared with Leaders Leaders Follow Up Trust Open Door Policy Not Acted Upon Not Happening

  • Shared with Leaders
  • Leaders Follow Up
  • Trust
  • Open Door Policy
  • Not Acted Upon
  • Not Happening

• 12 - Additional Notes

• 13. What do you believe is the ideal culture for (name of hospital)? What would you define as success?

  Select Friendly Welcoming Patient Centered Innovative Respectful Accountable Open Communication

  • Friendly
  • Welcoming
  • Patient Centered
  • Innovative
  • Respectful
  • Accountable
  • Open Communication

• 13 - Additional Notes

• 13a. What is already in place to support that culture?

  Select Leadership Commitment People Planning Physicians

  • Leadership
  • Commitment
  • People
  • Planning
  • Physicians

• 13a - Additional Notes

• 13b. What barriers do you have that are preventing that culture?

  Select Competing Priorities Time Accountability Lack of Leadership Lack of Communication Resistance to Change Poor Planning

  • Competing Priorities
  • Time
  • Accountability
  • Lack of Leadership
  • Lack of Communication
  • Resistance to Change
  • Poor Planning

• 13b - Additional Notes