SHM Converge Scientific Abstract ePoster Gallery-Managing Up to Improve Patient Trust

Pdf Summary

The project explored how “Managing Up” can improve patient trust, confidence, and satisfaction by encouraging team members to speak positively about one another, their departments, and the hospital before patients interact with them. Prior research suggests that patient experience is strongly influenced by caregiver interactions, which affect perceptions of trust, service quality, compliance, and clinical outcomes.<br /><br />To support understanding of this concept, leaders and frontline staff from multiple hospital departments participated in creating an audiovisual tool. The video presents a first-person view of a patient’s journey through the hospital, introducing screeners, concierges, nurses, physicians, leaders, and transporters. In each scene, staff model effective managing up by positively preparing the patient for the next person or department they will encounter.<br /><br />The tool was designed to be used in onboarding and annual training to reinforce consistent communication practices across the healthcare system.<br /><br />Results showed an overall increase in HCAHPS inpatient communication scores after the video was introduced. Hospital rating and likelihood to recommend were used as indicators of patient trust and confidence. Outpatient communication scores remained fairly steady, staying around the 90% top-box level.<br /><br />Overall, the project suggests that using managing up as a communication strategy can strengthen patient trust, improve satisfaction, and support better coordination among hospital departments.

Asset Subtitle

Rahul Godula

Meta Tag

Author List Bianca Ellis, Rahul Godula, Rupesh Prasad, Wendy Lundeen-Nelson

Category Innovations

Concept Managing Up

Concept Patient Impression

Concept Trust

Concept Compassion

Concept Hospital Team Member

Distinguished Non-Finalist

Presenter Organization Advocate Aurora Health

Presenting Author Rahul Godula

Track Quality Improvement

Keywords

Managing Up

patient trust

patient satisfaction

HCAHPS

healthcare communication

patient experience

hospital training

interdepartmental coordination

staff onboarding

clinical outcomes

Managing Up

Patient Impression

Trust

Compassion

Hospital Team Member