patient experience a journey to excellence. leadership questions what will look different on your...
TRANSCRIPT
Patient Experience
A Journey to Excellence
Leadership Questions
• What will look different on your calendar related to patient experience?
• How do you connect your staff to the joy of service?
• What can you do to better hear the voice of the patient (customer) on a regular basis?
• What am I missing related to my customer?
Leadership Weekend
• Weekend Overview
• Sunday Work Session
• Break Time Instructions/Design Activity
Leadership Weekend
Overview
• Connect with the Importance of Patient Experience
• Meal Time Instructions
• Need Assistance? – Lorenzo Brown– Marlissa Ledesma– Cristin Repasky
• Program Orientation
Leadership Weekend
Sunday Session
• Team Photo Shoot– 7:30 a.m. - 9:00 a.m.– 12:10 p.m. - 12:20 p.m.
• Business Unit Seating • Commitment Cards
Name: _____________________________________
Title: ______________________________________
Years of Service : ___________________________
LEADERSHIP WEEKEND 2008
Patient Experience Commitment
My Leadership Commitments to Patient Experience in 2009
1. ______________________________________________
2. ______________________________________________
3. ______________________________________________
4. ______________________________________________
Signature____________________________
Leadership Weekend
Break Instructions
• Take Your Belongings
• Badge Number Seating
• Table Captains
• Activity Hosts– Jay Perez– Marla Silliman– Sheryl Dodds
Design ActivityDesign Activity
FH Experience Drivers
• “One Continuous Experience"
• Team Based (Physicians, Employees, Leaders)
• Experience Starts with the “Voice of the Patient” – Experience is created in “Real Time”
• Fundamentals First
• Highly Intentional
• Treated Like Family
Experience Model – One Continuous Experience
Act 1: Arrival Act 2: TreatmentAct 3: Departure
Environment Interaction
CoreProcesses
Patient Experience
• Environment– Front Entrances– Lobby/Waiting Rooms– Clinical Spaces– Sights/Sounds/Smells– Appearance
• Interaction– Communication (Physician/Staff/Patient)– Caregiver Relationships– Trust/Belonging/Hope
• Core Process – Clinical Process– Operational Process
Environment Interaction
CoreProcesses
FH Experience Model
Act 1: Arrival Act 2: TreatmentAct 3: Departure
Environment Interaction
CoreProcesses
Environment Interaction
CoreProcesses
Environment Interaction
CoreProcesses
FH Experience Model
Act 1: Arrival Act 2: TreatmentAct 3: Departure
Environment Interaction
CoreProcesses
Environment Interaction
CoreProcesses
Environment Interaction
CoreProcesses
VOP/VOT/CommunicationVOP/VOT/Communication Service Standards
Service Standards
Rewards and RecognitionRewards and RecognitionService RecoveryService
Recovery
FH Experience Drivers
• “One Continuous Experience”
• Experience starts with the “Voice of the Patient” – Experience is created in “Real Time”
• Team Based (Physicians, Employees, Leaders)
Team Quote
“You can design and create, and build the most wonderful place in the world, but it takes people to make the dream a reality.”
Walt Disney
FH Experience Drivers
• “One Continuous Experience”
• Experience starts with the “Voice of the Patient” – Experience is created in “Real Time”
• Team Based (Physicians, Employees, Leaders)
• Fundamentals First
• Highly Intentional
• Treated Like Family
Activity Activity InstructionsInstructions
Design Activity - Goals
• Identify what matters to patients – through Act I, II & III.
• Specifically Identify the “Must Haves” and the “Delighters” that contribute to the Patient Experience.
• Learn the fundamentals of team engagement.
Acts I, II, III
• Definitions– Act I: Arrival: Pre-Arrival, parking onsite
to arrival at clinical area
– Act II: Treatment – Pre-Discharge
– Act III: Discharge/Departure
5 Step Process
1. Instructions – 2 Minutes
2. Idea Generation – 7 Minutes
3. Review of Ideas – 8 Minutes
4. Ranking of Ideas - 2 minutes
• Action Plan – 7 Minutes
5. Transition
Patient Experience
2009
System Experience Team
• Since we met in July…
• Understanding Performance – Gallup to HCAHPS
• Patient Experience Drivers & Model
• Deployment Model
• 2009 Goals & Strategy
What we said in July…Next Steps
• Formalize Learning– Completion of Research – Patient Experience Pilots
• Planning Process– Development of the Methodology– Focus Week Planning – 2009 Roadmap
• Experience Focus for Leadership Weekend
Gallup Patient SatisfactionHistorical Trend
• Outpatient (Test & Treatment and Surgery)– OP overall satisfaction top box ratings have
consistently been in the top quartile and frequently in the top decile over the past 5 years.
• Emergency Department– Overall satisfaction top box rating has ranged between 42% to
49% over the past 5 years.– Ratings have steadily improved since 2006 with PTD scores for
2008 at the highest level ever achieved.
• Inpatient (Adult and Pediatric)– Overall satisfaction top box rating has ranged between 54% to 57% over
the past 5 years.– Ratings have been in decline since 2005.
Gallup Patient SatisfactionHistorical Trend
• Outpatient (Test & Treatment and Surgery)– OP overall satisfaction top box ratings have consistently been in the top
quartile and frequently in the top decile over the past 5 years.
• Emergency Department– Overall satisfaction top box rating has ranged
between 42% to 50% over the past 5 years.– Ratings have steadily improved since 2006 with
PTD scores for 2008 at the highest level ever achieved.
• Inpatient (Adult and Pediatric)– Overall satisfaction top box rating has ranged between 54% to 57% over
the past 5 years.– Ratings have been in decline since 2005.
Overall Satisfaction Emergency Department
Gallup Patient SatisfactionHistorical Trend
• Outpatient (Test & Treatment and Surgery)– OP overall satisfaction top box ratings have consistently been in the top
quartile and frequently in the top decile over the past 5 years.
• Emergency Department– Overall satisfaction top box rating has ranged between 42% to 49% over
the past 5 years.– Ratings have steadily improved since 2006 with PTD scores for
2008 at the highest level ever achieved.
• Inpatient (Adult and Pediatric)– Overall satisfaction top box rating has ranged
between 54% to 57% over the past 5 years.– Ratings have been in decline since 2005.
Overall Satisfaction Inpatient
Patient Experience Goals2009 - HCAHPS
2009
2010
2011 andbeyond
Basic Performance(50th National Ave.)
Good Performance(+75th Percentile)
PacesetterPerformance
(+90th Percentile)
Tri-County HCAHPS Results
20th10-20th20-30th60thPercentile
74%73%75%80%AlwaysDischarge Information
50-60th30-40th40-50th60thPercentile
55%49%51%56%AlwaysQuietness of Hospital Environment
50-60th10-20th30th60-70thPercentile
67%57%62%70%AlwaysCleanliness of Hospital Environment
30-40th10th30th70thPercentile
53%48%52%59%AlwaysCommunication about Medicines
20-30th10-20th30th60thPercentile
62%60%63%68%AlwaysPain Management
OHFHState
AverageNational Average
Tri-County HCAHPS Results
60-70th20-30th30-40th50-60thPercentile
71%58%62%67%DefinitelyWillingness to Recommend
60-70th20-30th30th60thPercentile
65%56%57%64%DefinitelyOverall Hospital Rating ("9" or "10")
40th10-20th20-30th60-70thPercentile
56%50%53%63%AlwaysResponsiveness of Hospital Staff
20th<10th20-30th60thPercentile
73%66%74%80%AlwaysCommunication with Doctors
40th10-20th20-30th60-70thPercentile
69%62%66%74%AlwaysCommunication with Nurses
OHFHState
AverageNational Average
HCAHPS: Willingness to Recommend 30th 50th 80th - PPM Goal
GOALS 61% 67% 75%
Orlando (41%) 0 -6 -14
Altamonte (16 %) -8 -14 -22
Winter Park (14 %) 0 -6 -14
East Orlando (14 %) -17 -23 -31
Celebration (9%) +6 0 -8
Kissimmee (4%)
Apopka (3%)
FH System -3 -9 -17
Projected Inpatient HCAHPS Targets
FH Experience Drivers
Drivers to Action
FH Experience Drivers
• “One Continuous Experience”
• Experience starts with the “Voice of the Patient”
• Team Based (Physicians, Employees, Leaders)
• Fundamentals First
• Highly Intentional
• Treated Like Family
FH Experience Drivers
“One Continuous Experience”
• What is your contribution to the Patient Experience?
• Do you understand what is required from your team?
Environment Interaction
CoreProcesses
FH Experience DriversVoice of the Patient
• How do you hear the voice of the patient?
FH Experience DriversTeam Based
• Is your team engaged?
• Do they have a passion to serve?
FH Experience DriversFundamentals First
• Safety
• Clinical Performance
• Communication
• Responsiveness
• Execution of Core Process
FH Experience DriversHighly Intentional
• Did you intend to produce your current level of performance?
• Do you study what actually occurs in your service delivery?
FH Experience DriversTreated Like Family
• Have those you have served been treated like family?
Patient Experience Model
Act 1: Arrival Act 2: TreatmentAct 3: Departure
Environment Interaction
CoreProcesses
Environment Interaction
CoreProcesses
Environment Interaction
CoreProcesses
VOP/VOT/CommunicationVOP/VOT/Communication Service Standards
Service Standards
Rewards and RecognitionRewards and RecognitionService RecoveryService
Recovery
Business Unit Execution
SystemSystemRequiremenRequiremen
tstsPatient Centric Model
(Act 1, Act 2, Act 3)
Business Unit Ownership
Employee Driven
Common Metric Set
System Coordination
FH Wide Solution18-24 Months
HCAPHSHCAPHSNationalNationalAverageAverage
2009 Goal:Meet or Exceed
HCAHPSNational Average
2009 Goal:Meet or Exceed
HCAHPSNational Average
HR Structure/Strategy
Process Improvement
Research/Development
Program Structure
Business UnitBusiness UnitExecution/StrategyExecution/Strategy
System Resource Utilization
Deployment
Disney Children’s Hospital
CernerProject Mgmt Expertise and
Execution
EDThe few and
focus
GinsburgDesign
Philosophy
Disney & PartnersExperience
Children’s HospitalsBest Practices
SIA 1,2,3Internal
Expertise
2009 Road Map
Oct 9–12, 2008Leadership Retreat
Oct 6 - Nov 14, 2008Finalize Campus and System Resources
2008 2009
Operating - Strategy/Deployment
Banks/Silliman & Dodds/Perez
Operating - Strategy/Deployment
Banks/Silliman & Dodds/Perez
GovernanceCummings/Paradis
GovernanceCummings/Paradis
Pt. ExperienceSystem Team
Pt. ExperienceSystem Team
Design Support/Resource TeamDesign Support/Resource Team
TrainingSupportTrainingSupport
Subject Matter ExpertSupport
Subject Matter ExpertSupport
Process ImprovementSupport
Process ImprovementSupport
VOP/VOT/Communication
Role
ServiceStandards
Role
ServiceRecovery
Role
Rewards &Recognition
Role
Campus Lead
VOP/VOT/Communication
Role
ServiceStandards
Role
ServiceRecovery
Role
Rewards &Recognition
Role
VOP/VOTCommunications
System/CampusService
Standards
System / CampusService Recovery
System / CampusRewards & Recognition
System Learning's
2009 Road Map
Oct 9–12, 2008Leadership Retreat
Oct 6 - Nov 14, 2008Commit System and Campus Resources
Oct 13 – Jan 23, 2009 (System & Campus)Current State / Future State Opportunity Mapping/Build TeamsJan 26 – Mar 6, 2009
Design & Develop Service Standards/Campus Programs
Mar 9 – Apr 3, 2009Acquire & Train Instructor / FSE Resources
Apr 6 – Sep 30, 2009Campus-wide Training and
Program Implementation
2008 2009
ENDEND
Overall Satisfaction Top Box and Percentile TrendOP Test & Treatment
Overall Satisfaction Top Box and Percentile TrendOutpatient Surgery
System Experience Team
• Des Cummings - Executive Sponsor • Andy Crowder• Connie Hamilton• David Banks• Eileen Hodgson• Gar Williams• Lorenzo Brown• Jason Wells• Jay Perez• Marla Silliman • Michelle Skubick• Sheryl Dodds• Sy Saliba
What we said in July…
• Starts with Mission• Bring Purpose and Function together• Individual Encounters• Precise Service Standards• An Integrated Approach
– Safety/Quality– Team Engagement– Service – Performance Improvement
Patient Experience Goals
Campus Ownership: Administrator Accountability Campus Excellence Teams Employee Driven
System Resource Assistance: Process Improvement Human Resources
World Class Excellence: Innovation Consistency of Experience Mission Achievement
2009
2010
2011 andbeyond
Basic Performance(50th National Ave.)
Good Performance(+75th Percentile)
PacesetterPerformance
(+90th Percentile)