TheAdvocateExperience

Fall 2011

The Advocate Experience is creating the best environment for patients to heal, physicians to practice and associates to work.

It is our pledge to patients, physicians and associates to create and sustain relationships where:

• Patients feel cared for, and experience extraordinary service and quality,

• Physicians feel supported, and know that their patients are getting great care, and

• Associates feel valued, and know that their work is purposeful, worthwhile and makes a difference.

It defines who we are and leads us to our vision of building lifelong relationships. We already do a good job, but we want to take our efforts to the highest level consistently across Advocate. To help us achieve these outcomes, we have begun working with the Studer Group® to adopt their evidence-based practices that have been shown to work at many other major health care organizations around the country. These practices and standards will be rolling out at all of Advocate’s sites.

These practices and standards are proven to improve outcomes and increase satisfaction of patients, physicians and associates. They will help us to create the best experience for our patients, physicians and associates – “the Advocate Experience.”

What is the Advocate Experience?

“It is how we live out our mission on a day in, day out basis.”

“It’s about using additional tools and tactics to make this the very best place for patients, physicians and associates.”

“It is an intentional approach to interaction.”

“It’s about consistency at every touch point.”

“It is a team approach to patient care.”

Alphabet Soup: MVP, KRA’s and now BOE’sThroughout the health care industry, there are many abbreviations and acronyms used to describe what we do every day. This can be further compounded by the culture of a particular organization. Here is a quick reminder/cheat sheet.

MVP – Mission, Values and Philosophy; in other words the foundation of the organization. Included in our MVP are the five values that serve as an internal compass to guide our relationships and actions. These are Compassion, Equality, Excellence, Partnership and Stewardship.

KRA – Key Result Areas are Advocate’s six measurable areas of priority. Goals for the KRA’s are posted on the large bulletin boards located throughout our facilities. The six areas are Health Outcomes, Patient Satisfaction, Associate Engagement, Physician Engagement, Growth and Funding our Future.

BOE – Behaviors of Excellence are how associates will be held accountable for ensuring that Advocate is the best place for patients to heal, physicians to practice and associate to work.

The WHYTo create the best place

for patients to heal, physicians to practice

and associates to work.

Evidence-Based Practices

including the BOE’s

Our Values (MVP)

KRA’s

1304 Franklin AvenueNormal, IL 61761

Studer’s Healthcare Flywheel®

AE 09-2011.indd 1 11/22/2011 3:22:07 PM

Some Tools & Tactics of the Advocate Experience

10/5 Rule - When you are within 10 feet of someone, make eye contact; when you are within five feet of that person, say hello. Think about the difference a smile in the hallway can make to a co-worker having a tough day, an emotional patient or family member or a physician considering joining our medical staff.

“I’ll Take You There” - Don’t tell a person how to get somewhere -take them to their destination. If you don’t know the place they are trying to find, call that location yourself and ask how to get there. Then escort the person.

Owner vs. Renter Behavior - Take pride in our facilities so others see a clean and welcoming environment. Report issues like “the toilet paper is low in the restroom in XYZ hallway” or handle them yourself just like you would if you were expecting company in your home. BroMenn Facilities x2222 BroMenn Hospitality Services x3333 Eureka Hospitality Services x4017

Rounding on Associates – Take advantage of the opportunity to share your thoughts and ideas with leadership when they approach you during rounding.

Standards of Behavior – Our Behaviors of Excellence will guide us in living out our MVP and creating the best place for patients to heal, physicians to practice and associates to work.

Hourly Rounding – All inpatient units will begin hourly rounding on patients in the spring. Comfort and toileting will be addressed with patients every hour during the day by either a nurse or a tech.

noticing (if you haven’t already), what is called a “stoplight report” displayed in your department. This report lists problems or concerns that have been brought to the leader’s attention by associates and what has been done to address them.

How is the Advocate Experience different than other programs we have implemented in the past? The Advocate Experience is a commitment and a process, not a program. This approach is one that uses evidence-based leadership practices and principles to achieve quality results. It is not that different from what we are currently doing in our everyday practice. It is more intentional and will provide more consistency across Advocate sites. All of the pieces of the Advocate Experience tie back to our Mission, Values and Philosophy (MVP) and our overall commitment to serving our community.

Will this program replace MVP?The Advocate Experience does NOT replace MVP. The Mission, Values and Philosophy of Advocate Health Care are the foundation of the organization and while fairly new to us, have been in place for many years in the organization. MVP does not go away because of the Advocate Experience. Rather, it serves as the why for many of initiatives involved. Our goal is to create an experience that aligns with the Advocate Mission, Values and Philosophy as a faith-based system delivering the best health outcomes and building lifelong relationships.

Who will be involved in the journey?All associates, physicians and volunteers will be engaged in this journey toward lifelong relationships. To help guide this effort, Stephanie Moore, Nursing Director and Brenda Downen, Radiology Manager have been appointed as Site Champions for BroMenn and Eureka. They will lead the planning and execution of the overall Advocate Experience strategies along with the Executive Team and local Service Teams that represent a number of hospital departments. In addition, Christine Johnson, an Advocate associate, has been assigned as the Advocate Experience Coach for BroMenn Medical Center, Eureka Hospital, ACL Laboratories and Condell Medical Center. She will assist in the implementation of the tools used for the Advocate Experience.

When does this begin?The Advocate Experience has already begun! The first step in the process is for leaders to engage associates. It has been proven that satisfied associates create a better experience for patients. Plus, associates have great ideas and solutions! Leaders have begun regular rounding on their direct reports. Rounding on direct reports is an intentional process to solicit information from direct reports in a very brief one-on-one dialogue. The focus of rounding is to identify what is working well, people to recognize, systems that need to be improved or fixed and barriers that need to be addressed to better accomplish goals.

In addition to rounding, you should also begin

Behaviors of ExcellenceThe Behaviors of Excellence outline the service expectations for all associates, physicians, vendors andvolunteers across all Advocate sites. Aligned with our Mission, Values and Philosophy, the Behaviors ofExcellence describe what is expected of every associate in every interaction. They are: • BeResponsive • BeRespectful • BeProfessional • BeAccountable • BeCollaborative

You will receive more information about the Behaviors of Excellence in the coming weeks, including the opportunity to view an education video and sign a commitment document. Beginning in Spring 2012, the Behaviors will be integrated in all job descriptions/performance evaluations.

The Behaviors were defined by a committee of associates representing facilities throughout the system. They are not that different than what has been used in the past or what is expected of you currently: rather, the Behaviors are simply a way to develop consistency across the system.

A data review of HCAHPS (standardized patient satisfaction measure) scores in May 2011 showed that Studer Group partners outperform other hospitals by an average of 20 percentile points in the categories of “Overall Rating” and “Willingness to Recommend.”

AE 09-2011.indd 2 11/22/2011 3:22:09 PM