Patient Experience Body of KnowledgeMetrics and Measurement Domain Team

Week 2 Check-in Call

www.theberylinstitute.org

Aug 10, 2012

Metrics and Measurement Domain Team Name Role Organization

John Murray(Team Leader) Director, Patient Experience Memorial Hermann

Jan Althouse Patient Satisfaction Coordinator Cook Children's Health Care System

Melissa Anderson Director, Patient Experience The Nebraska Medical Center

Jason Macedonia Vice President, Training and Development Avatar International

Linda Melillo Director of Patient Experience Spaulding Rehabilitation Network

Julie O'Shaughnessy Executive Healthcare Service Consultant Avatar International

Pam Prissel Director of Customer Service Mayo Clinic Health System, in the NW Region

Our Work Plan

• Break down deliverables into smaller weekly ‘chunks’ over the next few weeks.

• Identify weekly task assignments for group, using Forum to share thoughts and ideas so we don’t need to rely on the conference calls to complete our deliverables. (note: all conference calls/webex sessions will be recorded for those unable to attend on any particular date)

• Check in on progress at end of each week by conference call/webex (aim for 1 hour maximum) and at that time set goal for the following week.

• John to keep team updated with weekly email summary of call and assignments for the next week.

Week 2 WWW Plan Review

What Who When

• Post Slides and Recording of week 1 check-in call to Forum for future reference

John Mon, Aug 6

• Create Forum discussion thread to discuss Sections and Learning Objectives

John Mon, Aug 6

• Reach out to Performance Improvement Domain team lead to discover their key objectives, to ensure no overlap between both teams

John Mon, Aug 6

• Check on access to Beryl Institute Forums for Jason Macedonia (Avatar)

John Fri, Aug 3

• Discuss possible Sections and Learning Objectives via Forum Threads

All Team Members Mon, Aug 6 – Thu, Aug 9(Ongoing throughout the

week)

• Check-in Webex/Conference Call to discuss Forum input and consider Sections and Learning Objectives

All Team Members Fri, Aug 10 @ 11am CST

Week Goal Forum Collaboration & Discussion Check-in Call/Webex(Friday at 11am CST)

2 • Identify possible Sections of the learning module• For each Section, specify the Learning Objective

Aug 6 – 9 Aug 10

Domain Development

Key Learning Components

Concepts

Sections

Domain Learning Objectives (3 – 5)

Domain Objective Understanding the components of an effective measurement process, including the identification of key metrics and the use of data.

Data Elements

Sect. 1

Concept 1

Key Learning 1

Key Learning 2

Concept 2

Sect. 2 Sect. 3

Data Sources

Analyzing Data

Applying Data

Sharing Data

Possible Sections – for DiscussionData Elements Data Sources Analyzing Data Applying Data Sharing Data

1.Why do we need data?2.Types of data

(qualitative v quantitative)

3.How to use data for improvement

4.Basic Statistical Concepts (variation, std deviation, statistical significance, central tendency)

5.Patient Experience data ( Scales used, mean score, Top Box, Percentile Rank)

6.Data limitations (small sample size)

7.Understanding measurement of inputs (actions/activity) and outcomes (survey scores)

1. Survey Collection modes (phone, mail, online)

2. Internal sources of information (surveys, rounding logs, post discharge callbacks, grievances/complaints, focus groups)

3. External sources (Hospital Compare, Why Not the Best)

4. Research Articles – best practices

1.Aggregating data from multiple sources (how to pull data and bring it together)

2.Types of information collected (HCAHPS v vendor survey, Kano model)

3.Finding useful/actionable information (correlation, vendor analysis on key drivers)

4.Statistical Analysis (regression, modeling etc. examples where used and relevant)

5.Looking for trends6.Understanding VBP

performance calculations (contribution of HCAHPS)

1. Using data for performance improvement

2. Tracking and trending qualitative data (survey comments, complaints)

3. Analysis of HCAHPS scores and application to VBP

4. Performance Improvement Analysis Tools (Radar charts, affinity diagrams)

1.Transparency2.Dashboards and

Report Cards (format, detail level, process and frequency, audience specific)

3.How to display data (trends, control charts etc.)

4.Helping others to understand what data is telling us

5.Hardwiring distribution and discussion of metrics (push or pull or mix of both)

Domain Development

Key Learning Components

Concepts

Sections

Domain Learning Objectives (3 – 5)

Domain Objective Understanding the components of an effective measurement process, including the identification of key metrics and the use of data.

Data Elements

Sect. 1

Concept 1

Key Learning 1

Key Learning 2

Concept 2

Sect. 2 Sect. 3

Data Sources

Analyzing Data

Applying Data

Sharing Data

Work Plan/Schedule - REVISED

Week Goal Forum Collaboration & Discussion Check-in Call/Webex(Friday at 11am CST)

1• Review Raw Data• Identify Domain Learning Objectives (3-5)• Identify possible Outside Resources/Supporting Materials

July 30 – Aug 2 Aug 3

2 • Identify possible Sections of the learning module• For each Section, specify the Learning Objective

Aug 6 – 9 Aug 10

3• Develop Section Material (Part 1 of 2)• Consider the Concepts, Key Learning Components and Take

aways for the Data Elements and Data Sources Sections

Aug 13 – 16 Aug 17

4• Develop Section Material (Part 2 of 2)• Consider the Concepts, Key Learning Components and Take

aways for the Data Elements and Data Sources Sections

Aug 20 – 23 Aug 24

5 • Suggested Assessment Questions• Final Review

Aug 27 - 30 Aug 31

Week 3 WWW Plan Review

What Who Whe

• Post Slides and Recording of week 2 check-in call to Forum for future reference John Mon, Aug 13

• Create Forum discussion thread to discuss the Concepts, Key Learning Components and Take aways for the Data Elements and Data Sources Sections John Mon, Aug 13

• discuss the Concepts, Key Learning Components and Take aways for the Data Elements and Data Sources Sections All Team Members Mon, Aug 13 – Thu, Aug 16

(Ongoing throughout the week)

• Check-in Webex/Conference Call to discuss Forum input and consider the Concepts, Key Learning Components and Take aways for the Data Elements and Data Sources Sections

All Team Members Fri, Aug 17 @ 11am CST

Week Goal Forum Collaboration & Discussion Check-in Call/Webex(Friday at 11am CST)

3

• Continue to refine Sections for all 5 Learning Objectives• Develop Section Material (Part 1 of 2)• Consider the Concepts, Key Learning Components and Take

aways for the Understanding Data and Gathering Data Sections

Aug 13 – 16 Aug 17

THANK YOU & QUESTIONS

John Murray, MBADirector, Patient Experience

Tel: 713.338.6771John.Murray@memorialhermann.org