Florida Hospital East Orlando

Patient Experience

Ryan Abernethy, MSHSA

IntroductionRyan AbernethyPerformance Improvement Project ManagerFlorida Hospital East Orlando

About MeGraduated from UCF in 2011 and 2013Bachelor’s Degree: Business AdministrationMaster’s Degree: Health Services Administration

Current role: Performance Improvement Project Manager at Florida Hospital East Orlando

About MePast roles: Patient Experience Analyst, Florida Hospital System

Graduate Assistant, Rollins College

Resident Assistant, University of Central Florida

Volunteer Services Intern, Florida Hospital East Orlando

Did you know?

• 91.3% of patients want to be addressed by their name

• 72% of patients are unable to list medications they take

• 58% of patients are unable to recite their own diagnosis

• For every customer that complains, 20 dissatisfied customers

do not

• It is 10x more expensive to recruit new patients than to keep

the old onesMakoul G, Zick A, Green M. "An evidence-based perspective on greetings in medical encounters." Archives of Internal Medicine 167 (2007):1172-1176

Mayo Clinic Proceedings, 2005Press Ganey. "Return on Investment: Patient Loyalty Pays." 2007.www.PressGaney.com.

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• Builds trust, creates belonging, delivering hope

• Reduces patient anxiety

• Reduces errors

• Improves patient compliance

• Improves clinical outcomes

• Improves patient perception of care

• Increases employee satisfaction & retention

• Builds customer loyalty

Why Patient Experience is Important

It’s Our Mission

“To Extend the Healing Ministry

of Christ”

What is Patient Experience?

“Treating each patient as you would

the one you love the most.”

Government created the HCAHPS survey as a way of consistently measuring hospital performance

Government is incentivizing value over volume

Value Based Purchasing

1.50% Base operating

DRG payments

HCAHPS Composites(30% Weight)

Outcomes(30% Weight)

Core Measures(20% Weight)

Efficiency (20% Weight)

Focus has shifted from quantity to quality

HCAHPS Survey Overview

• Hospital Consumer Assessment of Healthcare Providers and Systems

• A national, standardized, publicly reported survey developed by CMS

• Goals of HCAHPS:

Produce comparable data about patients’ perspectives

Improve scoring through transparency

Increase accountability

HCAHPS Survey Questions

• Frequency scale

• Scores reported as “Percent Top Box”

What is “Top Box?”

• Always

• Usually

• Sometimes

• Never

Publicly Reported Results

Hospitalcompare.hhs.gov

Weekly HCAHPS Report

Patient Comments

Strategic Initiatives Hourly Rounding Nurse Leader Rounding Physician Nurse Rounding Bedside Shift Report Discharge Phone Calls Simulation AIDET

Purposeful Hourly Rounding

PainPottyPositionPeripheryParting

• Set expectation of hourly rounding• Update communication board• Key words at key times• Medicine communication• Manage up yourself and team

Simulation and Patient Experience

Conduct quarterly skills labs on patient experience initiatives

Work with nurse leaders to develop scenarios to run with nursing staff

Provide coaching and feedback to staff to improve performance

Physician Shadowing• Shadow physicians and provide

constructive feedback on communicating with patients and their families derived from best practices

• Provide coaching to increase physician communication and HCAHPS

• Provide monthly updates to physicians on HCAHPS performance

Why PE is Important to Physicians Decreased malpractice risk and liability

Increased clinical outcomes and safety

Increased patient compliance

Decreased readmission rates

Increased patient loyalty and satisfaction

Source: Press Ganey Associates, Inc.

Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.

Risk Considerations

Patient Satisfaction and Risk

Physicians with low patient satisfaction results are more likely to have complaintsFor every one point decrement in satisfaction scores:– 6% increase in complaints– 5% increase in risk

management events

Patient Complaints Predict Malpractice Events

8% of physicians account for over 85% of claim payoutsQuality of relationship between the patient and doctor=most important factor in predicting who will sue

Stelfox HT, et al. The American Journal of Medicine 2005; 118: 1126-1133

Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.

Malpractice Litigation-Cited Reasons

Didn't listenDidn't return phone callsShowed little concern or respect for patient conditionRudeDidn't spend enough timeDidn't answer questions adequately

Patient Complaints and Malpractice Risk, JAMA 2002

Thank you!