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Patient Experience
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Patient Experience

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  1. Patient Experience A Journey to Excellence

  2. Leadership Questions • What will look different on your calendar related to patient experience? • How do you connect your staff to the joy of service? • What can you do to better hear the voice of the patient (customer) on a regular basis? • What am I missing related to my customer?

  3. Leadership Weekend • Weekend Overview • Sunday Work Session • Break Time Instructions/Design Activity

  4. Leadership WeekendOverview • Connect with the Importance of Patient Experience • Meal Time Instructions • Need Assistance? • Lorenzo Brown • Marlissa Ledesma • Cristin Repasky • Program Orientation

  5. Leadership WeekendSunday Session • Team Photo Shoot • 7:30 a.m. - 9:00 a.m. • 12:10 p.m. - 12:20 p.m. • Business Unit Seating • Commitment Cards

  6. LEADERSHIP WEEKEND 2008Patient Experience Commitment Name: _____________________________________ Title: ______________________________________ Years of Service : ___________________________ • My Leadership Commitments to Patient Experience in 2009 • ______________________________________________ • ______________________________________________ • ______________________________________________ • ______________________________________________ • Signature____________________________

  7. Leadership WeekendBreak Instructions • Take Your Belongings • Badge Number Seating • Table Captains • Activity Hosts • Jay Perez • Marla Silliman • Sheryl Dodds

  8. Design Activity

  9. FH Experience Drivers • “One Continuous Experience" • Team Based (Physicians, Employees, Leaders) • Experience Starts with the “Voice of the Patient” • Experience is created in “Real Time” • Fundamentals First • Highly Intentional • Treated Like Family

  10. Act 1: Arrival Act 2: Treatment Act 3: Departure Environment Interaction Core Processes Experience Model – One Continuous Experience

  11. Environment Interaction Core Processes Patient Experience • Environment • Front Entrances • Lobby/Waiting Rooms • Clinical Spaces • Sights/Sounds/Smells • Appearance • Interaction • Communication (Physician/Staff/Patient) • Caregiver Relationships • Trust/Belonging/Hope • Core Process • Clinical Process • Operational Process

  12. Act 1: Arrival Act 2: Treatment Act 3: Departure Environment Environment Environment Interaction Interaction Interaction Core Processes Core Processes Core Processes FH Experience Model

  13. Act 1: Arrival Act 2: Treatment Act 3: Departure Environment Environment Environment Interaction Interaction Interaction Core Processes Core Processes Core Processes FH Experience Model VOP/VOT/Communication ServiceStandards Service Recovery Rewards and Recognition

  14. FH Experience Drivers • “One Continuous Experience” • Experience starts with the “Voice of the Patient” • Experience is created in “Real Time” • Team Based (Physicians, Employees, Leaders)

  15. Team Quote “You can design and create, and build the most wonderful place in the world, but it takes people to make the dream a reality.” Walt Disney

  16. FH Experience Drivers • “One Continuous Experience” • Experience starts with the “Voice of the Patient” • Experience is created in “Real Time” • Team Based (Physicians, Employees, Leaders) • Fundamentals First • Highly Intentional • Treated Like Family

  17. Activity Instructions

  18. Design Activity - Goals • Identify what matters to patients – through Act I, II & III. • Specifically Identify the “Must Haves” and the “Delighters” that contribute to the Patient Experience. • Learn the fundamentals of team engagement.

  19. Acts I, II, III • Definitions • Act I: Arrival: Pre-Arrival, parking onsite to arrival at clinical area • Act II: Treatment – Pre-Discharge • Act III: Discharge/Departure

  20. 5 Step Process • Instructions – 2 Minutes • Idea Generation – 7 Minutes • Review of Ideas – 8 Minutes • Ranking of Ideas - 2 minutes • Action Plan – 7 Minutes • Transition

  21. Patient Experience 2009

  22. System Experience Team • Since we met in July… • Understanding Performance – Gallup to HCAHPS • Patient Experience Drivers & Model • Deployment Model • 2009 Goals & Strategy

  23. What we said in July…Next Steps • Formalize Learning • Completion of Research • Patient Experience Pilots • Planning Process • Development of the Methodology • Focus Week Planning • 2009 Roadmap • Experience Focus for Leadership Weekend

  24. Gallup Patient SatisfactionHistorical Trend • Outpatient (Test & Treatment and Surgery) • OP overall satisfaction top box ratings have consistently been in the top quartile and frequently in the top decile over the past 5 years. • Emergency Department • Overall satisfaction top box rating has ranged between 42% to 49% over the past 5 years. • Ratings have steadily improved since 2006 with PTD scores for 2008 at the highest level ever achieved. • Inpatient (Adult and Pediatric) • Overall satisfaction top box rating has ranged between 54% to 57% over the past 5 years. • Ratings have been in decline since 2005.

  25. Gallup Patient SatisfactionHistorical Trend • Outpatient (Test & Treatment and Surgery) • OP overall satisfaction top box ratings have consistently been in the top quartile and frequently in the top decile over the past 5 years. • Emergency Department • Overall satisfaction top box rating has ranged between 42% to 50% over the past 5 years. • Ratings have steadily improved since 2006 with PTD scores for 2008 at the highest level ever achieved. • Inpatient (Adult and Pediatric) • Overall satisfaction top box rating has ranged between 54% to 57% over the past 5 years. • Ratings have been in decline since 2005.

  26. Overall Satisfaction Emergency Department

  27. Gallup Patient SatisfactionHistorical Trend • Outpatient (Test & Treatment and Surgery) • OP overall satisfaction top box ratings have consistently been in the top quartile and frequently in the top decile over the past 5 years. • Emergency Department • Overall satisfaction top box rating has ranged between 42% to 49% over the past 5 years. • Ratings have steadily improved since 2006 with PTD scores for 2008 at the highest level ever achieved. • Inpatient (Adult and Pediatric) • Overall satisfaction top box rating has ranged between 54% to 57% over the past 5 years. • Ratings have been in decline since 2005.

  28. Overall Satisfaction Inpatient

  29. Patient Experience Goals2009 - HCAHPS Pacesetter Performance (+90th Percentile) 2011 and beyond Good Performance (+75th Percentile) 2010 Basic Performance (50th National Ave.) 2009

  30. National Average State Average FH OH Pain Management Always 68% 63% 60% 62% Percentile 60th 30th 10-20th 20-30th Communication about Medicines Always 59% 52% 48% 53% Percentile 70th 30th 10th 30-40th Cleanliness of Hospital Environment Always 70% 62% 57% 67% Percentile 60-70th 30th 10-20th 50-60th Quietness of Hospital Environment Always 56% 51% 49% 55% Percentile 60th 40-50th 30-40th 50-60th Discharge Information Always 80% 75% 73% 74% Percentile 60th 20-30th 10-20th 20th Tri-County HCAHPS Results

  31. OH National Average State Average FH Communication with Nurses Always 74% 66% 62% 69% Percentile 60-70th 20-30th 10-20th 40th Communication with Doctors Always 80% 74% 66% 73% Percentile 60th 20-30th <10th 20th Responsiveness of Hospital Staff Always 63% 53% 50% 56% Percentile 60-70th 20-30th 10-20th 40th Overall Hospital Rating ("9" or "10") Definitely 64% 57% 56% 65% Percentile 60th 30th 20-30th 60-70th Willingness to Recommend Definitely 67% 62% 58% 71% Percentile 50-60th 30-40th 20-30th 60-70th Tri-County HCAHPS Results

  32. Projected Inpatient HCAHPS Targets

  33. FH Experience Drivers Drivers to Action

  34. FH Experience Drivers • “One Continuous Experience” • Experience starts with the “Voice of the Patient” • Team Based (Physicians, Employees, Leaders) • Fundamentals First • Highly Intentional • Treated Like Family

  35. Environment Interaction Core Processes FH Experience Drivers“One Continuous Experience” • What is your contribution to the Patient Experience? • Do you understand what is required from your team?

  36. FH Experience DriversVoice of the Patient • How do you hear the voice of the patient?

  37. FH Experience DriversTeam Based • Is your team engaged? • Do they have a passion to serve?

  38. FH Experience DriversFundamentals First • Safety • Clinical Performance • Communication • Responsiveness • Execution of Core Process

  39. FH Experience DriversHighly Intentional • Did you intend to produce your current level of performance? • Do you study what actually occurs in your service delivery?

  40. FH Experience DriversTreated Like Family • Have those you have served been treated like family?

  41. Act 1: Arrival Act 2: Treatment Act 3: Departure Environment Environment Environment Interaction Interaction Interaction Core Processes Core Processes Core Processes VOP/VOT/Communication ServiceStandards Service Recovery Rewards and Recognition Patient Experience Model

  42. Business Unit Execution/Strategy System Requirements HCAPHS National Average Patient Centric Model (Act 1, Act 2, Act 3) Research/Development HR Structure/Strategy Employee Driven System Coordination 2009 Goal: Meet or Exceed HCAHPS National Average Business Unit Ownership Program Structure FH Wide Solution 18-24 Months Process Improvement System Resource Utilization Common Metric Set Deployment Business Unit Execution

  43. Disney Children’s Hospital

  44. Cerner Project Mgmt Expertise and Execution ED The few and focus Ginsburg Design Philosophy SIA 1,2,3 Internal Expertise Disney & Partners Experience Children’s Hospitals Best Practices

  45. Oct 9–12, 2008 Leadership Retreat Oct 6 - Nov 14, 2008 Finalize Campus and System Resources 2009 Road Map 2008 2009

  46. Governance Cummings/Paradis Operating - Strategy/Deployment Banks/Silliman & Dodds/Perez Pt. Experience System Team Design Support/ Resource Team Training Support Subject Matter Expert Support Process Improvement Support Campus Lead System Learning's VOP/VOT Communications System/Campus Service Standards System / Campus Service Recovery System / Campus Rewards & Recognition VOP/VOT/ Communication Role VOP/VOT/ Communication Role Service Standards Role Service Standards Role Rewards & Recognition Role Rewards & Recognition Role Service Recovery Role Service Recovery Role

  47. Oct 9–12, 2008 Leadership Retreat Oct 6 - Nov 14, 2008 Commit System and Campus Resources Oct 13 – Jan 23, 2009 (System & Campus) Current State / Future State Opportunity Mapping/Build Teams Jan 26 – Mar 6, 2009 Design & Develop Service Standards/Campus Programs Mar 9 – Apr 3, 2009 Acquire & Train Instructor / FSE Resources Apr 6 – Sep 30, 2009 Campus-wide Training and Program Implementation 2009 Road Map 2008 2009

  48. END

  49. Overall Satisfaction Top Box and Percentile TrendOP Test & Treatment