The Challenge:

1. Patient Experience CommitteeOf the Western Montana Region Community Ministry BoardPresented by: J. Martin Burke, Chairman of the BoardJeff Fee, CEO, Western Montana Region

2. Patient Experience Committeeof the Western Montana RegionCommunity Ministry Board • The Challenge: • The WMR Community Ministry Board’s engagement around patient satisfaction, employee satisfaction and engagement, and provider satisfaction and engagement has been anemic. While some Board work was being done in these arenas, that work was never reported to the Board or discussed by the Board with the frequency and intent as work done with regard to other delegated accountabilities of the Board.

3. Patient Experience Committeeof the Western Montana RegionCommunity Ministry Board Responding to the Challenge: Initial Actions and Timeline September - December 2013: Engagement of the Board in discussion of the delegated accountabilities related to patient experience, i.e., patient satisfaction, nurse and employee satisfaction and engagement and provider satisfaction and engagement; November 2013: Attendance of Board Chair (Dr. Steve Hiro) at a national conference to learn what other health systems are doing to improve the patient experience. December 2013: Board approval of motion to create a separate standing committee to be a vehicle for the Board to understand and oversee the existing processes that influence patient experience. January 2014: Approval of Charter for new committee at January 2014 CMB meeting. March 2014: First meeting of new committee. March 2014: Initial committee report to Community Ministry Board

4. Patient Experience Committeeof the Western Montana RegionCommunity Ministry Board Committee Responsibilities: The Patient Experience Committee shall have the following responsibilities: 1. To facilitate the Community Ministry Board’s efforts to understand and address the following aspects of the patient experience that are primary delegated accountabilities of the Board: a) patient satisfaction; b) nursing staff and employee satisfaction/engagement; c) physician/provider satisfaction/engagement. 2. To evaluate current and future surveying techniques and to interpret survey results as well as significant changes in survey results over time. 3. To review action plans developed in response to surveys and to update the Community Ministry Board on progress in implementing action plans; 4. To serve as a resource regarding patient experience; and 5. To undertake other responsibilities assigned to the Committee

5. Patient Experience Committeeof the Western Montana RegionCommunity Ministry Board • Composition of the Committee: • The Patient Experience Committee shall have the following members: • Chair of the Committee (a Community Ministry Board member designated by the Chair of the Community Ministry Board); • One or more other members of the Community Ministry Board; • Regional administrator assigned to oversee service excellence; • Ministry individual primarily involved with Patient Satisfaction; • Ministry individual primarily involved with Employee Satisfaction/Engagement; • Ministry individual primarily involved with Physician/Provider Satisfaction/Engagement; and • Physicians, nurses and other selected by the Chair of the Committee