SSM Health CareSSM Health Care

Category 3:Category 3:Focus on Patients, Other Focus on Patients, Other Customers and MarketsCustomers and Markets

Karen Smit, MN, BSN, RNKaren Smit, MN, BSN, RNClinical Quality AdministratorClinical Quality Administrator

Patients, Other Customers Patients, Other Customers and Markets – Criteria Recapand Markets – Criteria Recap

Understand requirements, expectations Understand requirements, expectations and preferences of all customersand preferences of all customers Listening and learning postsListening and learning posts

Use data to define drivers of Use data to define drivers of satisfaction and dissatisfactionsatisfaction and dissatisfaction

Systematically build relationships with Systematically build relationships with customerscustomers

Patients, Other Customers, & Patients, Other Customers, & MarketsMarkets Key CustomersKey Customers

– InpatientsInpatients

– OutpatientsOutpatients

– Emergency DepartmentEmergency Department

– Home CareHome Care

– Long-Term CareLong-Term Care

Patients, Other Customers, & Patients, Other Customers, & MarketsMarkets Key PartnersKey Partners

– PhysiciansPhysicians

Key StaffKey Staff– EmployeesEmployees

Other StakeholdersOther Stakeholders– PayorsPayors– Suppliers/VendorsSuppliers/Vendors

Patients, Other Customers, & Patients, Other Customers, & Markets: Key QuestionsMarkets: Key Questions

Whom do you serve?Whom do you serve?

What do they want from you?What do they want from you?

How do you know?How do you know?

Patients, Other Customers, & Patients, Other Customers, & Markets: Leadership RoleMarkets: Leadership Role

Monitor and analyze satisfaction dataMonitor and analyze satisfaction data

Examine what drives satisfactionExamine what drives satisfaction

Build relationships with customersBuild relationships with customers

Use complaint management processUse complaint management process

Key Customer RequirementsKey Customer Requirements

Impact AnalysisImpact Analysis

Patients, Other Customers, & Patients, Other Customers, & Markets: Key Customer Markets: Key Customer RequirementsRequirements

Good

Staff Did All Possible to Control Pain

40.0%

60.0%

80.0%

100.0%

1999 2000 2001 2002 YTD2003

Pe

rce

nt

SSMHC Best in SSMHC

Key Customer RequirementsKey Customer Requirements

Good

Nurse Responds to Patients in Reasonable Time

66.0%

81.0% 85.4%

20.0%

40.0%

60.0%

80.0%

100.0%

2000 2001 2002

Source: Physician Satisfaction Survey

Key Customer RequirementsKey Customer Requirements

Good

ED Total Wait Time Reasonable

40.0%

60.0%

80.0%

100.0%

1999 2000 2001 2002 YTD2003

Pe

rce

nt

SSMHC Best in SSMHC

Key Customer RequirementsKey Customer Requirements

OutpatientsOutpatients– Wait timesWait times– Pain Pain – – staff concern for comfortstaff concern for comfort

Home CareHome Care– TimelinessTimeliness– Accurate information from staffAccurate information from staff

Long-Term CareLong-Term Care– Nurse Nurse – – response timeresponse time– Technical skillTechnical skill

Listening and Learning ToolsListening and Learning Tools

Former & current patients & familiesFormer & current patients & families– Satisfaction surveysSatisfaction surveys

– Complaint Management SystemComplaint Management System– Selected patient follow-up callsSelected patient follow-up calls

– Primary-secondary market researchPrimary-secondary market research– Comment cardsComment cards

– Internet web pages response systemInternet web pages response system

Listening and Learning ToolsListening and Learning Tools

Potential patients & future marketsPotential patients & future markets– Primary-secondary market researchPrimary-secondary market research– Survey researchSurvey research– Community contact telephone linesCommunity contact telephone lines– Internet web pages response systemInternet web pages response system– Professional associations, journals, Professional associations, journals,

abstracts, publications and coursesabstracts, publications and courses

Patient SurveysPatient Surveys

AdministrationAdministration– In-house mail surveyIn-house mail survey

ReportingReporting– Executive summaries (monthly)Executive summaries (monthly)– Dynamic web-based data analysis software Dynamic web-based data analysis software

(monthly)(monthly)– Ranking reports (quarterly)Ranking reports (quarterly)– Impact analyses (semi-annually)Impact analyses (semi-annually)

Customer-Focused ResultsCustomer-Focused Results

Customer-Focused ResultsCustomer-Focused Results

Data-Driven ImprovementsData-Driven Improvements

Goal – improve pain management Goal – improve pain management and decrease ER wait timesand decrease ER wait times

ResultsResults– No negative comments regarding wait No negative comments regarding wait

times in last two quarterstimes in last two quarters– Loyalty increasedLoyalty increased– Satisfaction with pain management Satisfaction with pain management

increased significantlyincreased significantly

ComplaintComplaintManagementManagement

Complaint Raised

Address/Resolve & Follow-up

Resolved

No

Issue Referred

Complaint Entered into OFI

Data Aggregated

End

SystemicIssue Yes Initiate CQI

Process

Entity Leadership Review

Report to QRC for System Level Aggregation

No

Complaint ManagementComplaint Management

Categorizes complaints by issueCategorizes complaints by issue Creates follow-up formsCreates follow-up forms Tracks response timeTracks response time Prints reports by departmentPrints reports by department Implements service recoveryImplements service recovery Analyzed at all levelsAnalyzed at all levels

Patient SatisfactionPatient Satisfaction

Inpatient Loyalty

60

70

80

90

100

1999 2000 2001 2002 2003 2004

Will

ing

ne

ss

to

Re

co

mm

en

d

(Me

an

)

Loyalty SSMHC Goals Benchmark

Good

Market FocusMarket Focus

Good

Market Share

0.0%

5.0%

10.0%

15.0%

20.0%

1999 2001 1999 2001 1999 2001

% M

arke

t S

har

e

SSMHC-St. Louis SSMHC-OK SSMHC-WI

Patients, Other Customers, & Patients, Other Customers, & Markets: Organizational LearningMarkets: Organizational Learning

Clarity around customers and their key Clarity around customers and their key requirementsrequirements

Customer segmentationCustomer segmentation Better use of listening and learning postsBetter use of listening and learning posts Use data to drive decisions to improve Use data to drive decisions to improve

customer/stakeholder relationshipscustomer/stakeholder relationships Standardized complaint management programStandardized complaint management program

Our Customers Count!Our Customers Count!