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This data sampling competition focuses on improving the ease and convenience of making appointments for radiology/cardio patients. Accommodate add-ons, drop-ins, and expanded hours to meet demand. Use scripting and leadership rounding to enhance patient experience.
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Support the PG Question: Ease of Making an Appointment Schedulers say: “Lets make an appointment that is Easy & Convenient for you” • If at all possible accommodate the patient today as an Add on with your Radiology/ Cardio department support. • Accommodate drop in/ Onsite patients: Mammo, Dexa or those service that do not require a precertification process • Expanded hours- evening and weekend hours has = more volume • Keep the departments up with booking patterns • Trace- Are you recording the call? • Random review the interaction for Quality • Who is doing the talking? Staff or Caller- Its should be BOTH • Transfer patient appointment calls to PAIC to pre-reg • Appointment reminders are mailed out Daily Scripting in Scheduling
The team can do Easy things! • Make Eye Contact- throughout the conversation • Anticipate Helping- • Wheelchair, pillows, ice • Blankets, a little coffee? • Random Act of Kindness • Offer sincere compliments • Add a little humor- when appropriate • Smile Always…. What can I do today? All the statistics in the world can't measure the warmth of a smile. ~Chris Hart
Use the patients name • Be a problem solver! • Find a Winning outcome • What can I do? vs. “Can’t” • Be welcoming • Be the First one to Speak • & the Last one- especially the Front person/Receptionist Every Time
Set the Expectation of the Journey • “I have your paperwork ready for you to review and sign” • “If you will have a seat for a few minutes, we can wrap up your insurance paperwork. • “Would you like to get a quick coffee or snack?” Only when the wait time exceeds 20 minutes. < No snack! We also use the courtesy coupons for other issues Crying toddler, elderly patient, diabetic, long day at appointments…expense rarely is more than $20 or so each month. Every- Every Time
Patients wonder - What am I waiting for We say: • We have a little paperwork to review for insurance, and you will be on your way.” • “That was fast! We are all finished with Registration & ready to go to the service area. Do you have any questions before we go?” • Try not to draw attention to the “wait” Set the Expectation…
Leadership Rounding- EVERY day you should be visible and walk through. • Ask what's going on? • Sit in the area • Prepare! • What is your Census? • How many laboring Moms? • What does the ER look like? • What's broken equipment wise? Status on tickets… • Check tomorrows schedule- do you need to slide staff early/ late? Every day~ Every day
How often do you step out of site? • Where are you going? Did you say? • Can the patient still see you? • Move the FAX machine for easier viewing? • Where is the printer? • You are ALWAYS “ on camera” See what the patient Sees
ER Team says: “Lets pull this door shut for your Privacy” ER Team action: Prepare for shift with a Shift Huddle- all staff report to workroom at :45 shift change for update. What’s going on? What needs to be done? Who is on shift? Support Press Ganey questions regarding: • Helpfulness of the staff • Concern for Privacy • Privacy felt when asked for your personal/financial information Scripting in ER
Whenever possible say: • “We have no wait- Lets register now” • “It will be just a few minutes for registration. If you will have a seat we will call you in a few minutes to finish up your insurance paperwork” • Call for backup staff if the wait exceeds 20 minutes. • What is your on-site back up plan? i.e. Temporary re-location of staff to push through the short volume increase. Cross train it’s a lifesaver! • Support questions on Press Ganey regarding: • Speed and efficiency of on-site registration • Wait time in on-site registration • Courtesy & Helpfulness (staff) More Scripting for Main- Plant the idea…
What is your Impact to the Score? How do I influence the outcome? 2011
Let’s spend more energy moving Pt Scores into the 4 & 5 range! • Ask for the Score on a compliment “I hope you will fill out a survey and share those nice comments. Thank you for taking time to tell me today.” • Handle concerns “on the spot” and they don’t grow into larger problems. • Set the expectation of patients responding to the survey You do Influence Positive Patient Perception
Which do you think patients prefer? • Stand up desk? • Sitting station? All stations are now sitting with the exception of Express Watch and Listen
Use your Express Window • Pre-Print & Alpha- Forms/Labels day Prior • Trust the information from “Pre”- No Repeats • Tell the patient “Ms. Smyth? Yes we are expecting you today” (yes- the smile is required) • “I have your paperwork all ready for you” Go with the “Pre-Reg”
Cheers & Jeers emails Its all in the Details and Right or Wrong- these are the perception We call them Cheers & Jeers
Hire the right person- one person has impact • Consider you length of shift 10/12/8? • Re-arrange team by skill set • Interview the “TP” • Interview more than 4 people • Cross train your staff • For you • For them • For the department • Make hard decisions when you have to. • Sleep at night The tough ones…
Kamesha Daniels Noticed an elderly patient was shaking during the registration process. When asked if he was alright, he shared that he was diabetic and had been at the Dr office all morning. Kamesha asked if we could get him a snack …pretty Easy!
Betty Durante/ SW financial counselor • Recently got a handwritten card from the daughter of a patients family, thanking her for all the help during his stay. She was able to get him qualified for JPS future care …All in a days work
Terri Williams • Helped a new Mom & Dad who forgot to bring the babies formula. Mom hurried off to the store for a quick purchase, but the baby cried & cried. Terri went to check ER supply and found the type of formula baby used... • She even held the baby because the new Dad was so shook up. Customer for Life? We think so!
Natalie Sourjohn Recently bought an elderly guest breakfast while he waited for his wife’s procedure to finish. He was in the lobby when she arrived for her early morning shift and he had been up all night worrying. …Random act of kindness
