Project Refresh - Joint Commission · What is Project Refresh? ... Report: Improve customer satisfaction with the ... The report cannot be sorted, to facilitate internal reporting
Good morning everyone, Sandra Butler and I co-lead the team that is reformatting the survey report. We are happy to present their work to you this morning.
Improve customer satisfaction with the survey report:1. Overall content2. Clarity of content3. Format4. Ease of use
Deliver a hard copy survey report and an electronic data file of survey findings, beginning January 2018, at the conclusion of all Accreditation and Certification events.
Accreditation and Certification are long and confusing to navigate.
Redesign the Accreditation/Certification report to be more user-friendly, easy-to-understand, and highlight the most relevant information about the survey/review, outcomes, and follow-up.
Baseline Customer Feedback
Customer Feedback on Report Drafts
Pilot Testing
Dec2017
Redesigned Reports Available
Presenter
Presentation Notes
This team is charged with improving the Accreditation Report, in terms of its: Report Content Clarity of Content Format Ease of Use Our target is to deliver all 2018 survey results using an improved survey report format. Toward that end, last fall and this spring, we gathered customer feedback on the current version of the report, to obtain: Baseline satisfaction levels with the current report Suggestions for improving the report
Customers completed a questionnaire to rate their satisfaction, with the current accreditation report, on the four areas listed on this slide. We used the Net Promoter Score calculation to assess customer satisfaction. The NPS is a calculation that quantifies customer satisfaction. It uses a 0 – 10 point scale. Scores from 0 to 6 are considered distractors, we interpret them as “not satisfied”. We do not want scores in these areas. Scores of 7 and 8 are considered neutral. Scores of 9 and 10 are promoters. We want everyone to score in these areas. To arrive at the NPS for customer satisfaction with the current survey report, we used the calculation you see on the screen: Add the number of promotors Subtract from that, the number of detractors. Net Promoter Scores can range from: Positive 100% - the very best score possible Negative 100% - the very worst score possible The scores on this slide are negative numbers.
Remove white space Remove repetitive textPrioritize and group findings by severityOffer report sorting/filtering Keep it simple
Presenter
Presentation Notes
Customers gave us a lot of suggestions for improving the current survey report. The report is too lengthy, the reader loses interest. The report cannot be sorted, to facilitate internal reporting. It’s hard to find the most important deficiencies.
The cover page includes: The name and address of the organization The type of survey conducted – in this example, the FINAL Accreditation Report The date the report was posted to the customer’s extranet site – in this example, April 10, 2017 The on-site survey dates – March 27-29, 2017 The programs surveyed – Ambulatory
Table of Contents This new section displays the organization of the report. The first two sections present summary information. The Survey Findings are presented by program. An appendix has been added. The report has been paginated and hyperlinks have been inserted, to allow the reader to move to the section of the report of most interest.
Executive Summary This new section of the report provides summary information by program, including: Programs Surveyed On-site Survey Dates Accreditation Decision Follow-up Activity Follow-up time frames and Submission Due Dates
What’s Next – Follow-up Activity This new section displays each standard and EP contained in the survey report, with its required follow-up activity. Hyperlinks will take you to the text for the Standards and EPs.
Survey Findings Survey findings are displayed by program. Then, within program, the standards and EPs are displayed alphabetically by chapter. Multiple observations associated with a single Element of Performance are numbered.
Appendix To eliminate repetitive text, The Joint Commission Standards and EPs that are referenced in the survey report, are included in the appendix. Hyperlinks throughout the report direct the reader the full text.
The PDF version of the Accreditation Report and an Excel file containing the report content will be posted to the organization’s Extranet. The PDF and Excel file can be found within the “Accreditation Report and Letter” link on the Extranet.
Export to Excel, details Organizations shared they were manually entering
details from the report to an Excel document for data analysis, communication & tracking purposes.
Based on this feedback, once the final report is posted to the extranet, it can be downloaded into an Excel file.
The Excel download is available retroactive, for any SAFER™ survey/review event going back to July 2016.
Presenter
Presentation Notes
Based on voice of the customer feedback, we’re excited to offer organizations the option to download survey report findings into an Excel file. Organizations shared they were manually entering details from the report to an Excel document for data analysis, communication & tracking purposes. This manual entry process was time & labor intensive. Based on this customer feedback, once the final report is posted to the extranet, it can be downloaded into an Excel file. The Excel download is available (retroactively), for any SAFER™ survey/review event going back to July 2016.
Export to Excel, details The Excel download is unavailable when an
organization opts to submit a clarification. Once the clarification is completed, an updated report & Excel download file will be available.
For Requirements for Improvement (RFIs) containing multiple observations, each unique observation for each RFI will populate a new row in the Excel file.
The Excel download is available at the individual organization level for each survey event (currently not available at the corporate-wide level).
Presenter
Presentation Notes
The Excel download is temporarily unavailable when an organization opts to submit a clarification & it’s being processed. Once the clarification is completed, an updated report & Excel download file will be available. For RFIs containing multiple observations, each unique observation for each RFI will populate a new row in the Excel file. For example, if one RFI contains 4 observations, there will be 4 rows in the Excel file with appropriate reference to the Standard/EP in which they were written under. The Excel download is available at the individual organization level for each survey event. Currently, for corporate or system accreditation, the Excel download functionality is not available (we hope to add this as a future enhancement).
These slides are current as of 1/18/18. The Joint Commission and the original presenter reserve the right to change the content of the information, as appropriate.
These slides are only meant to be cue points, which were expounded upon verbally by the original presenter and are not meant to be comprehensive statements of standards interpretation or represent all the content of the presentation. Thus, care should be exercised in interpreting Joint Commission requirements based solely on the content of these slides.
These slides are copyrighted and may not be further used, shared or distributed without permission of the original presenter and The Joint Commission.
