Quantifying Your Commitment to Your Patient Experience Strategy

Polina Strug, MPHLyndsey Newman

“There’s a difference between interest and commitment.

When you’re interested in doing something, you do it only when it’s convenient.

When you’re committed to something, you accept no excuses; only results”

Kenneth Blanchard

Memorial Hermann-TMC Patient Experience Journey

Established focus unit improvement process

Initiated bi-monthly caring communication training

Incorporated utilizing lead measures for patient experience plans

Weekly hospital-wide patient experience meeting for all leadership since August 2011

AIDET, Rounding, Post Discharge Callbacks, Survey Review

Accountability

Commitment

How do you establish sustainability?

• Have the right strategies• Commit to the strategies– Prioritize– Be accountable– Hold others accountable

• Be a cheerleader • Motivate/Share the stories

The ACE Equation!

A x C = EA: Activities

C: CommitmentE: Effectiveness

Equation courtesy of Language of Caring

Our Patient Experience Strategy Activities1. Purposeful leader rounding2. Language of Caring training completion3. Language of Caring skill validation4. Survey review and follow up5. Patient experience action plan follow through6. Staff recognition7. Weekly Patient Experience Meeting attendance8. Staff patient experience awareness9. Effective staff rounding validation10.Post discharge callbacks

How do you assess the true level of commitment?• Determine the level of prioritization• Determine the level of consistency

Self AssessmentStrategy Item A B C D PointsHow often are you purposely leader rounding on patients with specific and targeted questions related to your action plan?

Everyday 3 times/week 1 time/week I try to fit it in

How often are you completing the Language of Caring modules with your staff by the scheduled deadline?

Every module Most modules Some modules I try, but I have too many priorities

How often are you coaching staff and validating skills on the Language of Caring modules?

Every opportunity I encounter

When I get complaints

When I have a grievance

I really want to, but I don't always think

about itHow often are you completing patient perception comment follow up? Every week 2-3 weeks/month 1 week/month I try, but I have too

many priorities

How often are you tracking/reviewing your lead measure(s) on your patient experience action plan? Every week 2-3 weeks/month 1 week/month

I don't have an action plan with lead

measuresHow often are you giving real time recognition to staff for use of Language of Caring or for great patient experience feedback?

Every opportunity I encounter 2-3 weeks/month 1 week/month

I really want to, but I don't always think

about itHow often are you and your leadership team attending the patient experience meeting? Every week 2-3 weeks/month 1 week/month I try to fit it in

How often are you sharing the scores, comments and patient stories with your team? Every week 2-3 weeks/month 1 week/month

I really want to, but I don't always think

about itHow often are you validating staff are purposefully rounding on patients using AIDET and Language of Caring (hourly or scheduled updates, if applicable)?

Every opportunity I encounter

When I get complaints

When I have a grievance

I really want to, but I don't always think

about itChoose 1 question:(If your area does callbacks): How often are you completing post discharge callbacks with 80% completed or higher?

Every week 2-3 weeks/month 1 week/month I try to when I have the staffing

(If your area does not do callbacks): How often are you purposely leader rounding on staff with specific and targeted questions related to your action plan?

Everyday 3 times/week 1 time/week I try to fit it in

Scoring the Self-Assessment Tool

• For each item selected, use the table below to determine the number of points earned:

• Total the points

Column Points ValueA 10B 6C 3D 0

Commitment Levels

Leader is laser focused on their patient experience strategy

Patient experience is still important, but the commitment is at a plateau

Patient experience has dropped on the leader’s list of priorities

0-50

51-75

>75

Dropped onPriorities

Plateau Laser Focused