UTURN Program Evaluation

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* 1. What’s your role?

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* 2. How long ago did you receive the UTURN training?

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* 3. Did you acquire new and valuable knowledge from the UTURN training?

Yes

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* 4. Were you aware that up to 80% of patient errors can be avoided by better communication and less conflict between employees?

No, never thought of it

Not really, I was surprised it could be so bad

I knew it could be bad, but underestimated

Yes, I knew exactly how bad

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* 5. Were you aware how damaging even minor miscommunication or disagreements can be to the confidence and care we promise our patients?

No, never thought of it

Not really, I was surprised it could be so bad

I knew it could be bad, but underestimated

Yes, I knew exactly how bad

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* 6. Were you aware how damaging miscommunication or conflict can be to the everyday morale, motivation, and performance of our employees?

No, never thought of it

Not really, I was surprised it could be so bad

I knew it could be bad, but underestimated

Yes, I knew exactly how bad

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* 7. Were you able to apply any of the principles you learned from the UTURN training to situations on the job over the past year?

No, not at all

No, not really

Yes, some

Yes, a great deal

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* 8. If No, Why not?

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* 9. If “Yes”, can you very briefly describe how you were able to prevent or turn a potential miscommunication or conflict into a more positive outcome?

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* 10. As a result of your training, how much have you improved at:

	No improvement	Little improvement	Some improvement	Significant improvement	Exceptional Improvement
Spotting or anticipating a potential miscommunication or conflict before it develops	Spotting or anticipating a potential miscommunication or conflict before it develops No improvement	Spotting or anticipating a potential miscommunication or conflict before it develops Little improvement	Spotting or anticipating a potential miscommunication or conflict before it develops Some improvement	Spotting or anticipating a potential miscommunication or conflict before it develops Significant improvement	Spotting or anticipating a potential miscommunication or conflict before it develops Exceptional Improvement
Guarding against any disparaging communication or behavior that may be perceived as confrontational (e.g. interrupting, belittling, blaming, minimizing others’ contributions)	Guarding against any disparaging communication or behavior that may be perceived as confrontational (e.g. interrupting, belittling, blaming, minimizing others’ contributions) No improvement	Guarding against any disparaging communication or behavior that may be perceived as confrontational (e.g. interrupting, belittling, blaming, minimizing others’ contributions) Little improvement	Guarding against any disparaging communication or behavior that may be perceived as confrontational (e.g. interrupting, belittling, blaming, minimizing others’ contributions) Some improvement	Guarding against any disparaging communication or behavior that may be perceived as confrontational (e.g. interrupting, belittling, blaming, minimizing others’ contributions) Significant improvement	Guarding against any disparaging communication or behavior that may be perceived as confrontational (e.g. interrupting, belittling, blaming, minimizing others’ contributions) Exceptional Improvement
Listen respectively and patiently to the concerns of the other person	Listen respectively and patiently to the concerns of the other person No improvement	Listen respectively and patiently to the concerns of the other person Little improvement	Listen respectively and patiently to the concerns of the other person Some improvement	Listen respectively and patiently to the concerns of the other person Significant improvement	Listen respectively and patiently to the concerns of the other person Exceptional Improvement
Keeping your ego out of conflict and remaining focused on a resolution	Keeping your ego out of conflict and remaining focused on a resolution No improvement	Keeping your ego out of conflict and remaining focused on a resolution Little improvement	Keeping your ego out of conflict and remaining focused on a resolution Some improvement	Keeping your ego out of conflict and remaining focused on a resolution Significant improvement	Keeping your ego out of conflict and remaining focused on a resolution Exceptional Improvement
Taking full ownership and responsibility for the outcome (avoiding the blame game)	Taking full ownership and responsibility for the outcome (avoiding the blame game) No improvement	Taking full ownership and responsibility for the outcome (avoiding the blame game) Little improvement	Taking full ownership and responsibility for the outcome (avoiding the blame game) Some improvement	Taking full ownership and responsibility for the outcome (avoiding the blame game) Significant improvement	Taking full ownership and responsibility for the outcome (avoiding the blame game) Exceptional Improvement

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* 11. During the times when you are faced with a conflict, how frequently do you:

	Never	Rarely	Sometimes	Often	All the time
Use the word “Yield” (or some other recognized word) to immediately postpone a UTURN	Use the word “Yield” (or some other recognized word) to immediately postpone a UTURN Never	Use the word “Yield” (or some other recognized word) to immediately postpone a UTURN Rarely	Use the word “Yield” (or some other recognized word) to immediately postpone a UTURN Sometimes	Use the word “Yield” (or some other recognized word) to immediately postpone a UTURN Often	Use the word “Yield” (or some other recognized word) to immediately postpone a UTURN All the time
Use the word “UTURN” (or some other recognized word) to immediately alleviate or de-escalate a growing disagreement	Use the word “UTURN” (or some other recognized word) to immediately alleviate or de-escalate a growing disagreement Never	Use the word “UTURN” (or some other recognized word) to immediately alleviate or de-escalate a growing disagreement Rarely	Use the word “UTURN” (or some other recognized word) to immediately alleviate or de-escalate a growing disagreement Sometimes	Use the word “UTURN” (or some other recognized word) to immediately alleviate or de-escalate a growing disagreement Often	Use the word “UTURN” (or some other recognized word) to immediately alleviate or de-escalate a growing disagreement All the time
Resolve or talk through a miscommunication until “you’re good”	Resolve or talk through a miscommunication until “you’re good” Never	Resolve or talk through a miscommunication until “you’re good” Rarely	Resolve or talk through a miscommunication until “you’re good” Sometimes	Resolve or talk through a miscommunication until “you’re good” Often	Resolve or talk through a miscommunication until “you’re good” All the time
Proactively take steps to use UTURN and neutralize a disagreement among other co-workers.	Proactively take steps to use UTURN and neutralize a disagreement among other co-workers. Never	Proactively take steps to use UTURN and neutralize a disagreement among other co-workers. Rarely	Proactively take steps to use UTURN and neutralize a disagreement among other co-workers. Sometimes	Proactively take steps to use UTURN and neutralize a disagreement among other co-workers. Often	Proactively take steps to use UTURN and neutralize a disagreement among other co-workers. All the time
Mentor others on how to apply the UTURN approach	Mentor others on how to apply the UTURN approach Never	Mentor others on how to apply the UTURN approach Rarely	Mentor others on how to apply the UTURN approach Sometimes	Mentor others on how to apply the UTURN approach Often	Mentor others on how to apply the UTURN approach All the time

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* 12. Would you say applying these behaviors have improved your overall performance in some way?

Yes

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* 13. If YES, Please give a very brief example

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* 14. Overall, how much would you estimate your overall performance has improved over the past year as a result of becoming better at managing conflict?

50%

100%

Clear

i We adjusted the number you entered based on the slider’s scale.

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* 15. How many conflicts were you able to avoid over the past year as a result of you applying one or more UTURN techniques/behaviors (estimate)?

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* 16. How many conflicts were you able to stop from escalating over the past year as a result of you applying one or more UTURN techniques/behaviors (estimate)?

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* 17. How many conflicts were you able to fully resolve over the past year as a result of you applying one or more UTURN techniques/behaviors (estimate)?

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* 18. To what extent does your immediate supervisor use the UTURN approach on the job?

Never

Sometimes

Frequently

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* 19. If “Never”, why is that?

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* 20. How would you rate the support and encouragement you received from your immediate supervisor as you began applying some of these UTURN behaviors on the job?

Low

Fair

High

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* 21. To what extent do your co-workers use the UTURN approach back on the job?

Never

Sometimes

Frequently

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* 22. If “Never”, why is that?

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* 23. How much more effective would you be at avoiding miscommunication or conflict if your supervisor and all your co-workers also practiced the same UTURN behaviors every day (estimate)?

50%

100%

Clear

i We adjusted the number you entered based on the slider’s scale.

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* 24. Have you had any reinforcements or refreshers of the UTURN approach over the past 6 months?

Yes

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* 25. How much would you estimate the hospital has decreased employee complaints over the past few months, as a result of applying some of the UTURN techniques/behaviors?

50%

100%

Clear

i We adjusted the number you entered based on the slider’s scale.

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* 26. How much would you estimate the hospital has decreased patient complaints over the past few months, as a result of applying some of the UTURN techniques/behaviors?

50%

100%

Clear

i We adjusted the number you entered based on the slider’s scale.

UTURN Program Evaluation

Question Title

* 1. What’s your role?

Question Title

* 2. How long ago did you receive the UTURN training?

Question Title

* 3. Did you acquire new and valuable knowledge from the UTURN training?

Question Title

* 4. Were you aware that up to 80% of patient errors can be avoided by better communication and less conflict between employees?

Question Title

* 5. Were you aware how damaging even minor miscommunication or disagreements can be to the confidence and care we promise our patients?

Question Title

* 6. Were you aware how damaging miscommunication or conflict can be to the everyday morale, motivation, and performance of our employees?

Question Title

* 7. Were you able to apply any of the principles you learned from the UTURN training to situations on the job over the past year?

Question Title

* 8. If No, Why not?

Question Title

* 9. If “Yes”, can you very briefly describe how you were able to prevent or turn a potential miscommunication or conflict into a more positive outcome?

Question Title

* 10. As a result of your training, how much have you improved at:

Question Title

* 11. During the times when you are faced with a conflict, how frequently do you:

Question Title

* 12. Would you say applying these behaviors have improved your overall performance in some way?

Question Title

* 13. If YES, Please give a very brief example

Question Title

* 14. Overall, how much would you estimate your overall performance has improved over the past year as a result of becoming better at managing conflict?

Question Title

* 15. How many conflicts were you able to avoid over the past year as a result of you applying one or more UTURN techniques/behaviors (estimate)?

Question Title

* 16. How many conflicts were you able to stop from escalating over the past year as a result of you applying one or more UTURN techniques/behaviors (estimate)?

Question Title

* 17. How many conflicts were you able to fully resolve over the past year as a result of you applying one or more UTURN techniques/behaviors (estimate)?

Question Title

* 18. To what extent does your immediate supervisor use the UTURN approach on the job?

Question Title

* 19. If “Never”, why is that?

Question Title

* 20. How would you rate the support and encouragement you received from your immediate supervisor as you began applying some of these UTURN behaviors on the job?

Question Title

* 21. To what extent do your co-workers use the UTURN approach back on the job?

Question Title

* 22. If “Never”, why is that?

Question Title

* 23. How much more effective would you be at avoiding miscommunication or conflict if your supervisor and all your co-workers also practiced the same UTURN behaviors every day (estimate)?

Question Title

* 24. Have you had any reinforcements or refreshers of the UTURN approach over the past 6 months?

Question Title

* 25. How much would you estimate the hospital has decreased employee complaints over the past few months, as a result of applying some of the UTURN techniques/behaviors?

Question Title

* 26. How much would you estimate the hospital has decreased patient complaints over the past few months, as a result of applying some of the UTURN techniques/behaviors?

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* 27. What’s the single biggest factor back on your job that’s helping you apply the UTURN behaviors?

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* 28. What’s the single biggest factor back on the job that’s hindering you from applying the UTURN behaviors?