meeting the consistency challenge: innovative strategies that … · 2019-03-22 · meeting the...
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Meeting the Consistency Challenge: Innovative Strategies That Work!
Rick Evans, MA
Senior Vice-President and Chief Experience Officer
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NYP HCAHPS Results3
2.56 2.56
2.72
3.002.89
2.83
3.00
2.72
3.00
3.20 3.203.10
3.20
3.40 3.40
3.10
3.40
2.3
2.6
2.9
3.2
3.5
Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016 Q4 2016 Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018 Q2 2018 Q3 2018 Q4 2018 Q1 2019
NYP Summary Star Score
Summary Star Score
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First – You Need a Strategy 4
PX Strateg
y
Data
Goals
Evidence Based Best
Practice
Leadership&
Accountability
Integration
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Sustainability Elements
Defined Best Practices
Process Measures
FocusCommunicatio
n
Recognition
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Best Practice
sTargets
SurveyDomain
s
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NYP’s Discharge Envelope:
§ Clarity and continuity for discharge information
§ Given at the START of an admission
§ Placed in bin at bedside
§ Filled through the admission by team members
§ Goes home with the patient
Defining Best Practices 7
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Best Practices and Process Measures 8
• Bedside Audits• Volunteer
Surveys
Discharge
Envelope
• Supervisor Inspections
Picture Perfect Rooms
• Call Attempt Rates• Call Connect Rates
Discharge Calls
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Focus – Maintaining the “To Do List” 9
§ Stay with the basics§ The list should be short§ Focus on high value
practices§ Don’t move on until you
are done!
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§ Dashboards
§ Senior Leader Calls
§ Consistent Slide Deck
§ Focus on Immediate Opportunities
§ Leaders own the call and the follow-up
Focus – Team Accountability Structures 10
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Communication – Management Meetings 11
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Communication – Patient Centered Fridays 12
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§ Modules linked to best practices
§ Assigned to roles
§ Connected to service standards
§ Used “just in time” as well
Training 13
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§ Stories
§ Rounding
§ NYP publications
§ Featuring staff in videos and training
Recognition - Exemplars14
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Recognition – Tailored Elements 15
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Recognizing Results 16
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§ PX goals and work MUST be integrated
§ Best practices should support other key goals
§ PX work should enhance engagement
Linking to Other Goals17
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Linking Example - Quality18
• Falls• Pressure Ulcers
Care Rounds
• Readmissions• Population Health
Discharge Calls
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Linking Example - Magnet19
§ Survey program§ Questions and Domains§ Target best practices§ Collaborative governance§ Nurse engagement and
research
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§ Communication
§ EMR Elements
§ Staff Training Opportunities
Linking Example - Epic 20
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PX – There’s Something for Everyone!
Tier 1
Tier 1 – Required Best Practices• DC Envelopes• DC Phone Calls• Medication Communication Sheets• Teach Back• Bedside Shift Report• Care Rounds• Quiet Times• Service Recovery – Triple A• Service Expectations
Tier 2 – Support Best Practices• Commit to Sit• No Pass Zone• Creating Connections• 10/5 rule• Leadership Rounding
Tier 3 – Support Best Practices• Citizenship Behaviors
Tier 2
Tier 3
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§ Priorities Shift
§ Always find connections
Changing With Your Organization22
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Culture Counts - The NYP Respect
Initiative
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§ It’s about the team
§ Call the bluff on PX rhetoric
§ Don’t be afraid of basics
§ Be confident in your body of knowledge
§ Stay the course
Final Thoughts….24
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Questions?
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Thank You!§ Rick Evans§ Senior Vice President & CXO
§ 212-305-4455
§ Twitter: @cxorick