Legendary Service® Workshop Experience in a Decentralized Workplace: Medical Practice Group
Joseph Berger Systems Director of Operational Excellence [email protected]
Overview • We Are… • Our Challenge • The Patient Feedback • Our Decision • Legendary Service • The Results
§ BrandywineHospital(BWH)201ReecevilleRoad,Coatesville,PA19320
§ ChestnutHillHospital(CHH)8835GermantownAvenue,Philadelphia,PA19118
§ JennersvilleRegionalHospital(JRH)1015WestBalBmorePike,WestGrove,PA19390
§ PhoenixvilleHospital(PH)140NuFRoad,Phoenixville,PA19460
§ Po=stownMemorialMedicalCenter(PMMC)1600EastHighStreet,PoFstown,PA19464
§ ReadingHospital(RH)420South5thAvenue,WestReading,PA19611
Tower Health System: Geography Overview
Medical Practice Group: 103 Locations / 42 Specialties / 1.5 Million Patient Visits
ScheduleAppointmentandCheckIn/CheckOut
CallCenterRep/OfficeServiceRep
Rooming MedicalAssistant/
LicensedPrac8ceNurse
ProviderInteracBonPhysician,PhysicianAssistant,
NursePrac88oner
PracBceManager
560 515 820
90
Medical Group: The Challenge
• Decentralized locations in 4 Counties / 6 Hospitals • Rapid Growth by Acquisition 48 /100 /150 • Single “Store” vs. System staff experience • Patient/Community Branding needed • Shared Incentives on Patient Experience metrics
CreateaSignatureExperience
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93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0
PercenBleRank MonthlyMean
49LocaBons
----NaBonalBenchmark50thPercenBle
THMG Patient Survey: July 2016 to Sept 2017 Organizational KPI: “Likelihood of your recommending our practice to others”
8
Tower Health Medical Group
The Patient Survey
EveryPaJentVisit,EveryDayisSurveyEligible
Within24Hours,PaJentwillbesentasurveyif:q TheyhaveavalidaddressORr TheyhaveavalidemailANDr Theyhavenotbeensurveyedin90days
TheSurvey:q Thereare35possiblequesBons.q 20%ReturnRateq Anonymity
RobustPaJentComplaintSystem
RequestAppointment-> Arrival-> SeeProvider-> Checkout/Evaluate
Patient Survey Question Alignment with Experience
q Rating 1-5: § Ease of getting through to
the clinic on the phone § Convenience of office
hours § Ease of scheduling appts. § Courtesy of registration
staff ü Did you get this
appointment as soon as you thought you needed?
ü If you called this provider with a medical question were you answered the same day?
ü Did you receive reminders?
q Rating 1-5: § Degree you were informed
about delays § Wait time at clinic (from
arriving to leaving) § Did you see this provider
within 15 minutes of your appointment?
ü Were clerks and receptionists as helpful as you thought they should be?
ü Did clerks and receptionists
treat you with courtesy and respect?
q Rating 1-5 § Friendliness/courtesy of
provider § Did the provider explain
things in a way that you could understand?
§ Did the provider use words you could understand?
q Did the provider show respect for what you had to say?
q Did the provider spend enough time with you?
q Did the provider give seem to know important information about your medical history?
q Would you recommend this provider’s office to your family or friends?
q Rating 1-5 § How well did our staff
protect your safety (washing hands, wearing gloves etc.)
§ Our sensitivity to your needs § Our concern for your privacy § Cleanliness of our practice § How well our staff worked
together to care for you § Likelihood of your
recommending our practice to others
q Did the office follow up with
test results?
Patient Feedback: Question/Response
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Assessing our SERVICE DELIVERY to Patients
Word of Mouth / Patient Reviews Personal Needs Past
Experiences
Perceived Service
Expected Service
PaBent
MedicalPracBce Service Delivery
Translation of Patient Expectations into Service Quality Standards
Management Perceptions of Patient Expectations
Practice Communications
to Patients
Gap 5
Gap 4
Gap 3
Gap 2
Gap 1 GAP 1: We don’t know what patients expect? GAP 2: We don’t create specific standards and training that supports consistent delivery of patient expectations GAP 3: We don’t evaluate and monitor if we are following service standards GAP 4: We exaggerate what will be provided to patients or discuss best cases vs. likely cases. GAP 5: Patients don’t receive the service they expected.
The Ah-Ha moment… GOOD
MORNING!
Greatday,right?
Thatwillbe$12,please.
heres-your-coffee-your-
food-is-coming-good-morning-
that-will-be-12dollars.
WelcometoMcDonalds!
Ifthestaffmemberatthewindowdoesn’tgreetyouwitha“GoodMorning”,letthemanagerknowandyou’llgetafreecoffeeon
us!
THMG Operational Excellence: Purpose vs. Function
Operational Excellence Mission: To identify the most significant tasks of patients and to support frontline employees with the resources to consistently meet patient expectations in accomplishing those tasks. Service Vision: Consistently behaving in a way that builds patient satisfaction and loyalty using the CARE Model.
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Operationalizing the Mission: Training Program Design q Attack “Another training program?” head on q Promote team building bonding, commiserating q Align all aspects for the learning with their experience q Do something with the feedback from staff
Legendary Service: Set Up q Blanchard Facilitators q 30 Attendees q Targeted selection q 5 or 6 per table q Off-site
Legendary Service: Program Overview 1. Create a “customer” mindset with prework 2. Follow a relatable example throughout: Ad Agency 3. Identify your “customers” internal /external
4. How do you serve them / How well are you served? 5. Beliefs, Values and Personal Service Vision
6. What does being Attentive sound like, look like 7. What does being Responsive sound like, look like
8. The power of appreciation and recognition 9. Personal accountability and empowerment 10. Start, Stop, Continue
11. Legendary Service Recognition & Book Assignment
Legendary Service: The Workshop Plan
412
285239
412
697
936
20
15 14
0
5
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25
0
100
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1000
Phase1(11/17to5/18)
Phase2(6/18to12/18)
Phase3(1/19to6/19)
AFendees CumulaBveAFendees Workshops
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90.0
93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0
PercenBleRank MonthlyMean
49LocaBons
----NaBonalBenchmark50thPercenBle
THMG Patient Survey: July 2016 to Sept 2017 Organizational KPI: “Likelihood of your recommending our practice to others”
25
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0
PercenBleRank MonthlyMean
49LocaBons 60LocaBons
----NaBonalBenchmark50thPercenBle
THMG Patient Survey: July 2016 to May 2018 Organizational KPI: “Likelihood of your recommending our practice to others”
26
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0
PercenBleRank MonthlyMean
49LocaBons 60LocaBons
----NaBonalBenchmark50thPercenBle
27
94LocaBons
THMG Patient Survey: July 2016 to May 2018 Organizational KPI: “Likelihood of your recommending our practice to others”
Fiscal Year 2019 Service Excellence Performance
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94.9
94.6 94.6 94.6 94.6 94.7 94.8 94.8 94.8 94.994.9 94.9
9393.293.493.693.894
94.294.494.694.895
95.295.495.695.896
PaBentReported“LikelihoodofyourrecommendingourpracBcetoothers”AllTHMG,ReceivedJuly1,2018toJune30,2019
Sample=52,276Surveysfrom94PracBceSites
MonthlyFY19 CumulaBveFY19 ReadingFY18
Target
Stretch
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93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0
PercenBleRank MonthlyMeanScore
49LocaBons 60LocaBons
----NaBonalBenchmark50thPercenBle
THMG Patient Survey: July 2016 to June 2019 Metric: “How well staff worked together to care for you”
29
94LocaBons
Jul-1
6Au
g-16
Sep-16
Oct-16
Nov-16
Dec-16
Jan-17
Feb-17
Mar-17
Apr-17
May-17
Jun-17
Jul-1
7Au
g-17
Sep-17
Oct-17
Nov-17
Dec-17
Jan-18
Feb-18
Mar-18
Apr-18
May-18
Jun-18
Jul-1
8Au
g-18
Sep-18
Oct-18
Nov-18
Dec-18
Jan-19
Feb-19
Mar-19
Apr-19
May-19
Jun-19 92.0
92.392.692.993.293.593.894.194.494.795.095.395.695.996.296.596.897.197.497.798.0
Nurse/MA RecepBon
---Nurse/MedicalAssistantBenchmark=94.5Mean---RecepBon(PSR)Benchmark=95.3%TopBox
MergeallTowerMedPracJces
LegendaryService(C.A.R.E)WorkshopLaunch
94LocaBons60LocaBons48LocaBons
THMG Patient Survey: July 2016 to June 2019 Friendliness/Courtesy of Clinical Team (Very Poor / Poor / Fair / Good / Very Good) Courtesy/Respect of Reception Team (No / Yes, Somewhat / Yes, Definitely)
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Legendary Service: Sustainability & Activities
Operations Projects: q “Caught you Being Legendary” Award q Staff Uniform Guidelines q Language Services Policy, Guidelines and Support q Staff Unplanned Absence and Late Policy revamping
project q Scripting Protocol for Late Patients q New Patient Complaint System q New Patient Survey Design q Patient Newsletter Project q Late Patient Policy Changes q Appointment Messaging and Process Improvement q Legendary Service Rounding
Staff Projects: q Book Club (Simple Truths of Service)
q LEGENDARY Posters for Patients
q Legendary Board in Break Rooms
q Staff Photo Board in Welcoming Rooms
q “Know Me” Events for Staff
q Call Center Scripting
q Call Center Practice Shadowing
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93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0
PercenBleRank MonthlyMean
49LocaBons 60LocaBons
FortheFiscalYears2017throughSeptember30,2019
THMG Patient Survey: July 2016 to September 2019 Organizational KPI: “Likelihood of your recommending our practice to others”
32
94LocaBons