ed guest relations assistants - study results
TRANSCRIPT
Making a Difference in Perception of Care and Patient Loyalty
“For EDs interested in improving patient satisfaction, a person to “round” in the ED, explaining delays, care-flow issues, and nonmedical processes of care may have a large impact.”
Robert Locke DO MPH Pediatric Emergency Medicine, 2011
(Locke and his team conducted a study of Press Ganey surveys that linked defined components of the electronic medical record associated with each survey respondent's ED visit to ascertain specific objective ED data. The team concluded “Achieving optimal patient/caregiver satisfaction scores in the pediatric ED is highly dependent on the quality of the interpersonal interaction and communication of ED activities. Wait time and other throughput variables are less important than perceived quality of the health interaction and interpersonal communication. Patient satisfaction has advantages greater than market share and should be considered a component of the care-delivery paradigm.”)
Strategy ________________________________________________________________
Go beyond satisfaction and measure patient loyalty. How likely are patients to return and recommend?
Guest Relations Assistant (GRA)
Non-licensed outsourced staff, employed by Errand Solutions
Help provide non-medical concierge like services
Explain delays in care
Provide food and drink when appropriate, blankets and other comfort items, reading materials, assistance with home needs (e.g. child or pet care, bill payment, home maintenance, collecting mail)
Communication with work, family and friends
Offer services for patient’s families and guests in addition to the patient
Serve as liaisons between patients and the health care team
Study________________________________________________________________
• St John Hospital and Medical Center
ED Volume > 100, 000 visits per year
May – November, 2012
• Inclusion criteria
Adult patients in ED with a PCP on staff
Discharged from the ED
• Participants contacted via telephone within 48 hours of their visit
Asked 2 Survey Questions
o How would you rate your Overall Care in the Emergency Center?
o How likely is it that you would Recommend this Emergency Center to your friends and family? (Scale 0 – 10, 10 being Extremely Likely)
• Chi Square Analysis (standard statistical hypothesis test)
Emergency Department
n=622
Seen by GRAn=387
Not Seen by GRAn=235
Net Promoter Score (NPS) ________________________________________________________________
NPS = [(Promoter–Detractor )/ Total Surveyed] x 100
• A net promoter score is a quantitative measurement of a customer / patient loyalty
Alternative to Press Ganey Scoring
Developed by Fred Reichheld as a loyalty metric and introduced in 2003 in a Harvard Business Review article
Known as the “one number you need to grow”; driving good profits and true growth
• Responders divided into three groups
Promoters scores 9 -10
Neutral scores 7 - 8
Detractors scores 0 - 6 Scores
9-10Scores
0-6
All Scores
0-10
Results________________________________________________________________
13.29.4
77.4
2.6 3.6
93.8
0
10
20
30
40
50
60
70
80
90
100
Detractor Neutral Promoter
Rating of Overall Care
No GRA
GRA
0-6 7-8 9-10
p<0.0001
Results________________________________________________________________
16.2 17.5
66.2
3.610.6
85.8
0
10
20
30
40
50
60
70
80
90
100
Detractor Neutral Promoter
Likelihood to Recommend to Family and Friends
No GRA
GRA
0-6 7-8 9-10
p<0.0001
50.2
82.17
0
10
20
30
40
50
60
70
80
90
100
No GRA GRA
Improvement in NPS and Loyalty________________________________________________________________
63.7% relative
improvement
.
The use of GRA improved the absolute NPS by 32 points;
a 63.7% relative improvement over baseline
Study conducted by:
Darrius Guiden MDNeil Majmundar MD
Charlene Babcock MD Margarita Pena MD
Robert Takla MDLauren Cindrich
Kyle Latouf