The Impact of Real-Time Point of Care Surveys

1. The Impact of Real-Time Point of Care Surveys

2. About the Panel • Charles Lick MD Allina • Medical Director: Buffalo Hospital Emergency Department • Charles.Lick@allina.com • Micah Benson MBA Children’s of Minnesota • Quality and Safety Improvement Consultant: Children’s system • Micah.Benson@childrensmn.org • Anne Gibbons HealthEast • Director of Guest Relations and Communications: Bethesda Hospital • aegibbons@healtheast.org • Deb Stumm Fairview • Vice President Quality: Fairview Lakes Health Services  Wyoming, MN • dstumm1@fairview.org • Theresa Tungseth Minneapolis VA Health Care System • Deputy Nurse Executive • Teresa.Tungseth@va.gov • Sharon Skoblik Minneapolis VA Health Care System • Staffing Associate

3. Session Objectives • To understand the impact of point-of-care surveys on satisfaction and improvement processes. • To understand how the introduction of point-of-care surveys has changed existing satisfaction processes. • To understand what struggles come with point-of-care survey technology .

4. About Truthpoint • Point-of-care satisfaction survey tool • One of many business solutions provided by Eden Prairie based software company since 1982 • Survey used by inpatient/outpatient units, primary care and specialty care clinics • Information about Truthpoint available when you leave this session.

5. “Framing” Questions asked of the Panel: • Where are you on your Truthpoint journey ? • What’s been most valuable about using Truthpoint ? • How has the introduction of Truthpoint changed your existing satisfaction processes ? • Has the introduction of Truthpoint moved any dots ? • Has this technology created any struggles ? • Any other insights regarding the introduction of this capability ?

6. Charles Lick MD Allina • Medical Director: • Buffalo Hospital Emergency Department • Allina Medical Transportation • Emergency Physicians PA

7. Allina’s Learnings Where are you on your Truthpoint journey ? • Started Truthpoint January 2010 • Pat. Satisfaction scores were only ~40% excellent with Allina survey process–NOT consistent with anectdotal history AND department paper surveys showing much higher patient satisfaction. Also very low response rate with Allina surveys • Feb – June 2010 – consistent , reliable data – staff/physician engagement • July – IT issues with wireless network • Truthpoint VERY responsive/helpful customer service • Above and beyond expected service

8. Allina’s Learnings What’s been most valuable about using Truthpoint ? • Patient perception issues of ED • Identified ED flow obstacles • Doctor and nurse specific data • Performance improvement • Positive feedback/staff recognition • Immediate feedback • Increased survey responses 8

9. Allina’s Learnings Has the introduction of Truthpoint moved any dots ? • Initial improvement in patient satisfaction scores 9

10. Allina’s Learnings Has this technology created any struggles ? • IT issues - wireless • Clash with corporate patient satisfaction survey-inpatient only- no current plan or budget to extend to outpatient setting • Buffalo Truthpoint as “pilot” 10

11. Allina’s Learnings Other insights? Get IT support prior to implementation 11

12. Micah Benson • About Micah Benson, MBA: • Quality and Safety Improvement Consultant: Children’s Hospitals and Clinics of Minnesota • Organizational lead for Experience Measurement and Performance Improvement Efforts • Worked at Children’s for 10 years • Relation to Real-time Point-of-Care Surveys: • Operational Lead for Implementation and Project Management • Integrated TruthPoint into daily management for managers, medical directors, and support services managers • Liaison between Children’s and TruthPoint

13. Children’s Learnings Where are you on your TruthPoint journey ? • Began partnership in December 2009 • Initial 6-month trial in areas with historically low satisfaction numbers (Med/Surg floors, EDs, and General Pediatric Clinics) • Great feedback from leaders and staff involved • Feedback being incorporated into daily engagement system • Because of demonstrated success, strategic expansion to other areas with low satisfaction

14. Children’s Learnings What’s been most valuable about using TruthPoint? • Service being more top-of-mind for care team • Drill down questions for qualitative feedback • Resource for improvement suggestions & recognition of staff • Same or next day feedback • Action orientated questions • Clinician and MD Group specific feedback • Conducive for daily engagement system • Great for focused improvement work (Lean) • Better sample representation for the families we serve • Higher response rate for Med/Surg and ED 14

15. Children’s Learnings How has the introduction of TruthPoint changed your existing satisfaction processes? • Managers, Medical Directors, and applicable Support Services Managers are getting service feedback daily • Leaders are using feedback to improve service, recognize staff, and for coaching when service expectations are not met • Children’s is now sharing clinician specific feedback 15

16. Children’s Learnings Children’s two “north-star” questions (Overall rating and Would Recommend) and our key driver question (Care /Compassion) have demonstrated break-through performance in 2010 for units using TruthPoint. 16 Has the introduction of TruthPoint moved any dots?

17. Children’s Learnings Has this technology created any struggles ? • Additional work for support staff and patient care leaders • Lack of national benchmarks • Methodology cannot be used for future public reporting • Translations to other languages • Positive response bias • Limited by device #s in high-volume, quick turn around areas - Clinics and ED • Staff can choose who gets surveyed (not given to upset families) 17

18. Children’s Learnings Any other insights regarding the introduction of this capability ? • Early buy-in from patient care managers and medical directors • Accountability established by leadership for involved units • Clear expectations established for survey administrators • Time allocation for project lead/team for effective implementation, data analysis, and on-going project management • Real-time family feedback has been key for breaking through years of stagnant satisfaction scores. Getting the information in the hands of the care team close to when the service was provided is key to changing staff perceptions of their care and our culture of service excellence. 18

19. Anne Gibbons HealthEast Care System • About Anne Gibbons: • Director of Guest Relations and Communications: Bethesda Hospital • LTACH • Worked with HealthEast for 21 years • Relation to Real-time Point-of-Care Surveys: • Leader for implementation of TruthPoint • Developed survey tool application • Trained staff and volunteers as well as provide information to Leaders.

20. HealthEast’s Learning Where are you on your TruthPoint journey ? • Implemented our 1st unit on June 1st with the lowest satisfaction. • Modified after the 2nd month with more in depth questions. • Began implementation to other units September 1st. • October we will have implemented the whole house.

21. HealthEast’s Learning What’s been most valuable about using TruthPoint ? • Real time feedback from families and patients. • Acting on concerns immediately versus later. • Recognition of staff. • Receiving information on units with typically low return rates of surveys. • Feedback about Staff.

22. HealthEast’s Learning How has the introduction of TruthPoint changed your existing satisfaction processes ? • Real time information • Recognition of staff • Reinforces hourly rounding • Leaders have information to set 90 day action plans • Verification on area where we need improvement

23. HealthEast’s Learning Has the introduction of TruthPoint moved any dots ? • At present we have no significant data changes • Verifying some key information

24. HealthEast’s Learning Has this technology created any struggles? • Small system • Typing • Patients not always technologically gifted

25. HealthEast’s Learning Any other insights regarding the introduction of this capability ? • By-in from staff and Clinical Director • Ownership of comments • Crafting survey that fits your needs

26. Deb Stumm Fairview • About Deb Stumm: • Vice President Quality: Fairview Lakes Health Services  Wyoming, MN • Performance Improvement, Green Belt and Lean Healthcare Certification • Worked for Fairview for 26 years • Relation to Real-time Point-of-Care Surveys: • Operational Lead for design and implementation of TruthPoint • Integrated TruthPoint into the daily processes of units • Provide tools and data support for departmental leaders

27. Fairview’s Learnings Where are you on your Truthpoint journey ? • Began our TruthPoint journey in Dec. 2007 in the ED • Satisfaction scores were low, response rate low, data TAT slow and scores remained stagnant for several years despite major initiatives • Success was rapid and we have strategically implemented TruthPoint in our in Med/Surg, ICU and Same Day Surgery areas. Just starting in OB.

28. Fairview’s Learnings What’s been most valuable about using TruthPoint ? Knowing how patients perceive our care and service High response rate – increased reliability Follow-up questions actually tell us what we need to improve Acting on patient concerns immediately has facilitated the recovery of patient good will Providing physicians and staff with ‘their patient’ feedback (positive and negative) has led to positive cultural changes

29. Fairview’s Learnings How has the introduction of TruthPoint changed your existing satisfaction processes? • Departmental leaders, physicians and staff are getting rapid cycle feedback at high rates • Rapid and frequent feedback leads to higher staff engagement • Patients sharing improvement opportunities has changed the projects we choose

30. Fairview’s LearningsHas the introduction of TruthPoint moved any dots? Press Ganey Top Box “Would you Recommend?”

31. Fairview’s Learnings Has this technology created any struggles? • No, but the processes by which to perform the survey and data mining have

32. Fairview’s Learnings Any other insights regarding the introduction of this capability? • It is paramount to have engaged leadership that will garner physician and staff buy-in • Individualized staff feedback has created healthy competition and decreased barriers • TruthPoint feedback has assisted our move from “all about the staff” to “all about the patient”

33. Sharon Skoblik & Teresa Tungseth Minneapolis VA Health Care System • About Sharon Skoblik: • Staffing Associate Minneapolis VA Health Care System • Relation to Real-time Point-of-Care Surveys: • Operational Management • About Teresa Tungseth: • Deputy Nurse Executive Minneapolis VA Health Care System • Relation to Real-time Point-of-Care Surveys: • Leadership Champion

34. VAHCS’s Learnings • Where are you on your Truthpoint journey ? • We are in the “weeds” with Truthpoint. • What’s been most valuable about using Truthpoint ? • Real time data to provide immediate service recovery; ability to manipulate questions to focus on strategic planning; Data can be gathered as frequently as we need. • How has the introduction of Truthpoint changed your existing satisfaction processes ? • It has augmented it. It has provided us with increased response rates. • Has the introduction of Truthpoint moved any dots ? • It has allowed us to strategically plan improvements. • Noise level reductions. • Communication • Has this technology created any struggles ? • Technology has pluses and minuses. • Any other insights regarding the introduction of this capability ?

35. Questions ?