improving patient satisfaction with bellwether

Bellwether:• A leading indicator of a trend

• Someone who assumes leadership of a movement or an activity

A powerful tool to enable proactive management of HCAHPS feedback to maximize Value-Based Purchasing yield, to increase both cash flow and profitability

The patient-feedback continuum

In-Patient

Discharge

Recovery

Survey

Vendor

Contact

Preliminar

y‘Trickle-In’s’

Repor

t

Bedside Feedback

Configurable Question Sets

Trigger Immediate

Action

‘Shaping’ Results Through Proactive Management

Supported by optional

Accountability Tracking System

Why Bellwether?

VBP is forcing a hard look at HCAHPS management› Quarterly reporting is insufficient to aggressively

manage outcomes› ‘Trickle-in’ results posted online by survey vendors

(while statistically valid) are samples that can be weeks old Bellwether provides an opportunity to identify and get

in front of HCAHPS trends, and shape the outcome prior to scores having a detrimental effect on VBP yield

Written discharge surveys can be difficult to administer and compile

Why Bellwether?

Real-time feedback from patient report cards

Immediate actioning of results

Accountability process attached to high $ items

Risk-alert Real-time service

recovery integration

How it works

Bedside interview based on department-configurable HCAHPS questions

Controlled by Department Management: › materiality thresholds

managed› HCAHPS target

System alerts management to action after materiality threshold is met, HCAHPS target is not achieved

Auto-integration with GoalMaster to provide rapid deployment, accountability, solution

Early detection. Early action.

Trend identification, management.

HCAHPS-based + flex questions. Hourly rounding? “Safe and Secure”?

› Joint Commission Key-Drivers:

› Xray› Lab› Nurse anticipating

needs Special Interest

› Parking

Accountability: Connecting below-target HCAHPS scores to actions that ‘move the needle’

Vision

GoalMaster Accou

nt ability Proces

s

Below-Target HCAHPS Goal

Auto-deposit of below-target HCAHPS action plan template into GoalMaster accountability module: ready for action

How it works/what to expect

Goal/task assigned

Auto-Reminder

s Activated

Action Plan

Developed/

Delegatee Assigned

Progress Tracked

Support Coaching

Goal Achieved

!

How it works/what to expect

Goal/task

assigned

Auto-Remind

ers Activate

dAction Plan

Developed /

Delegatee

Assigned

Progress

Tracked

Support Coachin

g

Goal Achieve

d!

How it works/what to expect

Goal/task

assigned

Auto-Remind

ers Activate

dAction Plan

Developed /

Delegatee

Assigned

Progress

Tracked

Support Coachin

g

Goal Achieve

d!

Action plan can be built, or customized from templates provided.

How it works/what to expect

Goal/task

assigned

Auto-Remind

ers Activate

dAction Plan

Developed /

Delegatee

Assigned

Progress

Tracked

Support Coachin

g

Goal Achieve

d!

Weekly system-generated update requests: anecdotal, milestone.

How it works/what to expect

Goal/task

assigned

Auto-Remind

ers Activate

dAction Plan

Developed /

Delegatee

Assigned

Progress

Tracked

Support Coachin

g

Goal Achieve

d!

Opportunities abound to coach and improve management behavior: • Action plan

guidance• Progress

reporting

How it works/what to expect

Goal/task

assigned

Auto-Remind

ers Activate

dAction Plan

Developed /

Delegatee

Assigned

Progress

Tracked

Support Coachin

g

Goal Achieve

d!

Requirements:

WiFi signal/ Plug-in “Internet Everywhere” stick› Supplied:

One hour training session (webinar)

On line training course available for all non-attendees

Net cruiser for bedside report cards

FAQ:

Languages?› English, Spanish

Risk?› Configurable, bilingual

keyword alert Keyboard Sanitation?

› Prophylactics available Screen Size?

› Adjustable Patient identification?

› Via nurse log-in screen Sampling protocol?

› To be decided on site: Rec: discharge

Management?› Department-level

controls (browser-based)› Hospital-level controls

(browser-based) Reporting?

› Department level, Hospital-level

› Monthly, date configurability

Support?› Blog/Community› 18x365 email

Gettin

g s

tarte

d

Users

Man

ag

ers

Webinar training › Why is HCAHPS important?› Why is immediate action important?› What is Bellwether?› How does it work?› What do I have to do? How often? Etc.› Is there support?

Webinar training› Question configuration and back-end use› Interpretation of data› Deciding when and how to sample› Integrating GoalMaster› Technical issues› Support

• A leading indicator of a trend• Someone who assumes leadership of a movement or an activity