ED CHAMPS Training: Engaging Your Team. Improving the Patient Experience.

Leslie Moore, BSN, RNP, CPN, CPXPKatrin Wooley, BSN, RN, CPEN

COMPUTER RESPONSES:PollEv.com/archildrens

TEXT:ARCHILDRENS

TO:22333

COMPUTER RESPONSES:PollEv.com/archildrens

TEXT:ARCHILDRENS

TO:22333

Arkansas Children’s Northwest

Course Objectives

• Define the patient experience.

• Apply patient experience/engagement soft skills to improve job satisfaction, patient experience, and clinical outcomes.

• Implement an individualized departmental patient experience training program focused on purpose and process improvement.

Why

• Simply ... it is the RIGHT thing to do!

• Correlates with improved patient outcomes

• Improves quality of care

What

CHAMPS Training:

• A unique program focused on Safety, Quality and Patient Experience/Engagement

• Soft skills to achieve quality assessment and process improvement goals.

How• 17 ED Champions

– 4 work group sessions

• Hour long classes– Empathy Training– Videos featuring staff– Focus on mission, values, and vision– Props, candy and balloons– What’s your why?

ED Champions

New Logo Story Arc: Evolution of Care

Mission

We champion children by making them better today and healthier tomorrow.

Arkansas Children’s will fundamentally transform healthcare delivery for the children of Arkansas and beyond.

Vision

Values

Safety

Teamwork

Compassion

Excellence

Experience at Arkansas Children’s

The sum total of all that is PERCEIVED and felt during the interactions and relationships

between patients, families and team members at Arkansas Children’s.

New Logo Story Arc: Evolution of CareED Purpose

“To represent ACH by positively influencing the patient and family experience through providing EXCELLENCE to every single patient,

every time, during every interaction."

Making the Connection:

Our core values are experience and engagement in action.

New Logo Story Arc: Evolution of Care

Safety

Experience/

Engagement

QualityPatientFamilyTeam

Executive Summary: FindingsED PXP Program

PEOPLE PURPOSE PROCESS

Safety

• STAR/ARCC

• Hand Hygiene

• Bedside Report

• AIDET

• Hourly Rounding

Teamwork

• Huddle

• Communication Boards

• Interdisciplinary Team Communication

• Manage – up/Mutual Respect

• Service Recovery in REAL TIME “L.E.A.D.”

• Seeking to Understand/To be Understood

• SBAR

Compassion

• Thank You Notes

• Respond vs React

• Walk to Destination “Way Finding”

• Sympathy vs Empathy

• Mindfulness

• Commit to Sit

• Quiet the Noise

Excellence

• Smile or show appropriate concern facially

• Meet the patient/family’s

“Most Important Concern”

• Accountability

• Educate your patient/family and

answer their questions

• Positivity

Personality

Imaginative

Kid-savvy

Insatiable Curiosity

Unyielding Commitment

New Logo Story Arc: Evolution of CareED Personality

How we Champion Children…• Connect• Humble• Aware• Mindful• Pathos (Empathy)• Sincere

ED PXP CHAMPS Opportunities

To Grow andTo be Recognized

Excellence Award

In recognition

of

Keyun

Payne-Allen

Pre-Training Survey Summary

• 54 responded (4/18/18-6/5/18)

• Survey responders clearly understand what patient experience means with accurate statements/definitions shared in free text

• 94% believe that their role influences the patient experience

• Many shared barriers in providing excellent patient experience– Staffing/communication/census/parent's expectations

• 65% reported that clinical outcomes are improved by a positive patient experience

Post-Training Survey Summary• 56 responded (Jul. ‘18 – March ‘19)

76.8% answered “yes” to CHAMPS Training positively impacted their perception of “patient experience”

• Second Iteration (Sept. ‘18 – March’19)– 64% said “yes” to empathy training positively impacted their

understanding of the patient experience

– 64% "yes" that CHAMPS Training positively affected the patient experience

– 71.4% answered “yes” to empowered by soft skills

Post Training PositivesPositive Perception on PXP Empowered to use PXP soft skills

23.2%

76.8%

0% 20% 40% 60% 80% 100%

No

Yes

Has your perception regarding the "patient experience" been positively impacted since CHAMPS Training?

28.6%

71.4%

0% 20% 40% 60% 80% 100%

No

Yes

Do you feel more empowered to use the tools you learned as well as to hold your peers accountable? (Bedside report,

Commit to Sit, keep voices down at desk, etc.)?

We champion children by making them

better today and healthier tomorrow.

Be a CHAMP!

Be the Change!

New Logo Story Arc: Evolution of Care

References

Langley, G. L., Moen, R., Nolan, K. M., Nolan, T. W., Norman, C. L., & Provost, L. P. (2009). The improvement Guide: A practical approach to enhancing organizational performance (2nd ed.). San Francisco, CA, USA: Jossey-Bass Publishers

Stewart, M., Brown, J. B., Donner, A., McWhinney, I. R., Oates, J. Weston, W. W., & Jordan, J. (2000). The impact of patient-centered care on outcomes. The Journal of Family Practice, 49(1) 796-804. Retrieved from http://www.ncbi.nlm.nih.gov/pubmed/11032203

Studer, Q., Robinson, B. C., & Cook, K. (2010). The HCAHPS handbook: Hardwire your hospital for pay-for-performance success. Gulf Breeze, Florida: Fire Starter Publishing

Questions?Thank you for your attentiveness.