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Patient Experience Behavior Model. 3 Tower Geriatrics/Medicine. Implicating Patient Experience Model. Develop a committee of staff members to become champions Each member will consist of both: day or night shift, and participates in direct patient and family care
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Patient Experience Behavior Model 3 Tower Geriatrics/Medicine
Implicating Patient Experience Model • Develop a committee of staff members to become champions • Each member will consist of both: day or night shift, and participates in direct patient and family care • committee members will include the following: ANII (leader of the committee), 3 RNs, 2 ACPs, 2 CCP. 1. Helen Friday ANI 5. Digna Balch CCP 2. Sara Cota RN 6. Karen Doherty ACP 3. Stephanie Clark RN 7. Laura Meneses CCP 4. Ruth Gunn ACP • Conduct Meeting with Champions • Provide 2 sessions-two hours per session meet when all committee members in first week August. August 5th and August 7th. 1. First Session -Teach the champions- PatientExperience Behavior Model—The UCLA Way 2. Second Session -Develop and review materials to teach the staff members- including role playing and handouts, including tools for evaluation of the staff. 3. Schedule monthlymeeting-review evaluations, reports, areas of improvement 4th Friday of every month.
Develop Plan of Action for Patient Experience Model • Develop 6 session, 1 hour session for 10 employees at a time. Starting date August 11,2008 • Develop sign in sheets and use a sign up sheet for the dates of the sessions • Provide written materials and visual aides 1. Visual Aides-Role Playing/Video ---Demonstrate desire behavior in role playing with the training session participants ---Critique the participant’s role playing ---Repeat the role playing exercise to reinforce understanding 2. Written Materials ---Provide scripts for the C-I-CARE –Patient Experience Model– The UCLA Way for each of the staff who provides direct care to the patients. • Have Each Staff Member Demonstrate the Patient Experience Behavior Model ---Use the C-I-CARE Method • Each Staff Member Signs a Written Contract/Competency after completion of Patient Experience Model module
C-I-CARE • Call patient/family by the name that they prefer (Mr. ,Ms) • Introduce self to Patient/family on each encounter until the Patient/family calls you by name. • Communicate what you are going to do, how it will impact the Patient and how long it will take. • Ask or anticipate Patient/family needs/requests with urgency • Respond to patient/family needs/requests with urgency. • Exit courteously and with an explanation of what will come next or when you are coming back to check in on them.
Developing Evaluation Plan • Time Frame for Evaluation 1. Champions will make observation of the actual performance. Using the “Performance Assessment tool” after 7 days after the last training session. 2. the champions will score and document the performance of each employee based on the Patient Experience Behavior Model. 3. Meet with individuals immediate after the evaluation of their service behavior. ---provide immediate positive reinforcement and constructive criticism as needed to produce desired behaviors. ---If individual’s performance does not meet the expectation of the evaluation, then initiate a corrective plan to ensure future compliance. 4. Re-evaluate staff per champions at 30, 60, and 90 days intervals. ---plan evaluation dates as follows: August 31, 2008, October 31, 2008, and April 30, 2009
Developing Evaluation Plan (cont.) • 1. Corrective Action Plan --Review material with the individual again. --Have individual repeat a demonstration of Patient Experience Behavior Model. --Champions will conduct repeat observations of individual—provide immediate feedback. --may repeat process of three random observations of staff (providing immediate feedback) --If no improvement from employee, then a written counseling letter will be given to the employee.
Developing Evaluation Plan (cont.) • 2. Plan for Recognition and Rewards for Providing the Patient Experience Behavior Model --Recognition at the huddles for individual staff --Give meal tickets/movie tickets to recognized the performance of staff members --Develop a bulletin board with pictures of staff who exceed in using the Patient Experience Behavior Model
Reporting-Progress & Results • 1. Communicating result with staff --Share information with staff at each huddle including following: a. hospital and patient satisfaction scores b. discuss current performance and work to identify opportunities for improvement. • 2. Post current performance data in work area.
