moments of truth drive patient experience of care ......5 9 moments of truth copyright © 2020...

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Copyright © 2020 Health Management Associates, Inc. All rights reserved. The content of this presentation is PROPRIETARY and CONFIDENTIAL to Health Management Associates, Inc. and only for the information of the intended recipient. Do not use, publish or redistribute without written permission from Health Management Associates, Inc.

Moments of Truth Drive Patient Experience of Care: Supporting Positive Interactions Leading to Patient and Staff Satisfaction

By Deb Peartree

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TODAY’S PRESENTATION

Copyright © 2020 Health Management Associates, Inc. All rights reserved. PROPRIETARY and CONFIDENTIAL

Deb Peartree, RN, MSSenior Consultant

Albany, NY

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Faculty Nature of Commercial Interest

Deb Peartree, MSN, BSN Ms. Peartree discloses that she is an employee of Health Management Associates, a national research and consulting firm providing technical assistance to a diverse group of healthcare clients.

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DISCLOSURE


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WEBINAR OBJECTIVES

• Describe the importance of working to enhance patient experience of care

• Identify clear strategies to improve patient experience of care

• Understand the relationship between balancing supply and demand, wait reduction, and continuity to patient satisfaction

Participants will be able to:


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WEBINAR OBJECTIVES

• Describe clear strategies to establish effective relationships with patients starting with the first contact

• Describe the benefits of patient satisfaction on provider and staff satisfaction and joy in work

Participants will be able to:


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POLLING QUESTION


1.1. Care/Case Manager‐Coordinator

2.2. Front desk/ Schedulers

3.3. Referral Managers

4.4. Clinical, Mental, Behavioral Staff

5.5. Outreach, Navigators, CHWs

6.6. Quality Improvement

7.7. Operations supervisor/manager

8.8. Other

Describe your role

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IMPORTANCE OF PATIENT EXPERIENCE OF CARE

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CUSTOMER SERVICE & HEALTH CARE


Patient care is a customer service Health care is a customer‐driven

service industry

Only the customer can define quality

Quality is influenced by ‘Moments of

Truth’ that occur each day

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MOMENTS OF TRUTH


Any point of contact between any staff and a patient, family,

staff or community representative

Opportunities to create a positive impression of your

organization, and the care and service they receive here

Influence a person’s perception of your organization

What impression of your organization are people left with?

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IMPORTANCE OF MOMENTS OF TRUTH


What you do today influences your organization’s success

and survival tomorrow

Potential patients, donors, staff – they may be here today,

but will they come back?

Each current staff member is an ambassador

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IT’S ABOUT RELATIONSHIPS – WHAT WOULD THEY SAY?


“They really know me and care about me”

“My questions and concerns are answered”

“They give me the care that I want & need when I want & need it.”

“My care is coordinated”

“My values and goals drive my health care”

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POLLING QUESTION


•On a scale of 0‐5, with •5 = “absolutely” and •0 = “not at all”, •how would your patients rate this statement?

They give me the care I

want & need when I want & need it.

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PATIENT SATISFACTION –CONTINUITY &

WAIT TIME

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WHO LIKES TO WAIT & REPEAT THEIR CONCERNS?


Not really!!!

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PEOPLE DON’T WANT TO WAIT….


The service industry has correlated loss

of market‐share to wait:

• in fast food, every 6 sec of wait in a

car line, 1 point drop in market share

• at Starbucks, 3 minutes

• at Panera, 6 minutes from order to

service

…not for their coffee at McDonalds and not for their health care.

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POLLING QUESTION


•Choose all that apply:

1. To get to a person on the phone 2. To make an appointment3. To see their provider

Are your patients

satisfied with their wait…

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WHAT HAVE WE LEARNED?


The biggest impact on performance:

• Did you see your own provider? [continuity]

• Did you have to wait?

• When we improve processes to decrease delay, it

improves patient satisfaction

When we balance supply and demand, it improves staff

satisfaction

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IMPORTANCE OF CONTINUITY & ACCESS


The average health system is designed so that patients only

see their own doctors 80% of the time

• When patients see their own providers and don’t have

to wait, they are more satisfied, and their clinical care is

better

• Continuity of care was associated with a reduction in resource utilization and costs.

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DECREASING WAIT TIME & INCREASING CONTINUITY


What if….

…you could offer your patients an

appointment with their provider of

choice at a time that was convenient for

them?

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HOW TO GET THERE FROM HERE?


Team formation (aim, change principles, measurement,

frequent communication)

A system to match supply and demand

Close relationships with each patient

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CHANGING THE PROCESS


Positive Reinforcement is critical….

Recognize and reinforce the behaviors

demonstrated by colleagues ‐to be friendly, warm

and patient‐centered NOT task oriented

Support each other

ESTABLISHING EFFECTIVE PATIENT

RELATIONSHIPS

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CONSIDER….


• “I’ve learned that people will forget what you said,

people will forget what you did, but people will

never forget how you made them feel.”Maya Angelou

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CONSIDER…

Why are

even short

interactions

with

patients

important?

What is the

relationship

between

the clinical

quality and

the level of

customer

service

provided?

What are

the critical

customer

contact

points in

your job?

What are

your

barriers to

handling

the critical

contact

points?


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GREAT CUSTOMER SERVICE


• Critical contact points:

⦁ When customers first enter the facility

⦁ In one‐on‐one interactions

⦁ When customers are waiting

⦁ When customers are moving through the facility

⦁ When promises are made

⦁ When customers are transferred or handed‐off to

another location

⦁ When internal organizational issues are disclosed to the

public

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KEYS TO CUSTOMER SERVICE


Empathy and sensitivity: How can you make customers feel important?

If you were a patient would you appreciate your own

behavior?

“All I want is to be treated as a person.”

‐ Patient quote

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PATIENT RELATIONSHIPS BEGIN WITH RECEPTIONISTS


Receptionists fend off walk‐ins = phone calls with feet

Deal with no shows

No‐shows and walk‐ins are system defects

⦁ making the appointment was wasted work

⦁ costs rework in making another appointment

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SHAPING MOMENTS OF TRUTH: SUCCESS & SURVIVAL


• Greeting patients, family

• Customer service orientation

• Quality of care vs. task focus

• Influences success & survival tomorrow

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STRATEGIES TO IMPROVE PATIENT EXPERIENCE

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IMPACTING MOMENTS OF TRUTH


Make eye contact with a

friendly smile

Introduce ourselves & our

position

Use proper names when

addressing customers

Show appreciation

Give full attention

Never make excuses

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ENHANCE PATIENT INTERACTIONS


Ask “How can I help you?”

Make sure directions and are available

Provide information about what, how long, what to expect, the reason, etc.

Apologize for waits, explain why & provide updates

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PHONE ETIQUETTE


Answer all calls in as few rings

as possible

Identify yourself by name, title

and department

If you receive a transferred call

by mistake, graciously transfer

the call & give the caller the

correct number.

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DEALING WITH STRESSED PATIENTS


Patients are experiencing a

variety of stressors

Staff need planned strategies

to deal with upset patients

Dealing effectively with upset

patients can build customer

loyalty

What is the hardest thing about dealing with an upset or angry patient or family member?

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ANNOTATION EXERCISE


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MANAGING ANGRY CUSTOMERS


S = smile – look of openness

O = open posture

F = forward lean slightly

T = territory – respect their space

E = eye contact

N = nod your head that you heard

SOFTEN formula – designed to diffuse situations:

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CUSTOMER SERVICE RECOVERY


Apologize and establish your intent to help

Get the facts: ask questions and allow to

vent; restate the concern

Develop solutions and assess their reaction

Implement solutions

Report and track service breakdowns

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DO’s Put yourself in their shoes

Control your mental responses

Take responsibility to fix it

Give time to vent & listen

Create solutions

“I understand why you feel that way.”

DON’Ts “Its our policy”

Blame another department

Don’t take it personally

“Calm down”

Put yourself in danger of violence

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PRINCIPLES OF SERVICE RECOVERY


BENEFITS OF PATIENT SATISFACTION ON

JOY IN WORK

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PATIENT SATISFACTION MAKES INFLUENCES YOUR WORK DAY


As waiting time in systems decrease and receptionists work

become clearly valuable, staff satisfaction improves

Clinical staff satisfaction improves because their workday

goes smoother

….is this joy in work?

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PATIENT SATISFACTION & JOY IN WORK ARE RELATED


The degree to which providers and staff experience joy in their work influences: Staff engagement and satisfaction Patient experience Quality of care Patient safety Organizational performance

Joy ultimately about connections to meaning and purpose

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What brings you meaning & purpose in your work?

DRAFT 4141

ANNOTATION EXERCISE


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WHAT IS THE PATH FORWARD?


1. Think about “What matters to you?”

2. Identify “What gets in the way?”

3.Make joy in work a shared responsibility

4. Use improvement science to test approaches

IHI.org

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FUNDAMENTAL NEEDS TO IMPROVING JOY IN WORK


1. Physical and psychological safety,

2. Meaning and purpose,

3. Choice and autonomy,

4. Camaraderie and teamwork,

5. Fairness and equity.

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JOY IN WORK & PATIENT SATISFACTION ARE SHARED RESPONSIBILITIES


What is one thing you can do today to enhance the lives you touch?

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CONTACT ME

Deb Peartree, RN, MSSenior Consultant

80 State StreetSuite 1101Albany, NY 12207

[email protected]

moments of truth drive patient experience of care ......5 9 moments of truth copyright © 2020...

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