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Creating Ideal Experiences
UMHS Service Excellence Program
3RD ANNUAL PATIENT AND FAMILY CENTERED CARE CONFERENCE
Redefining Relationships in Health Care
Cassandra Willis-Abner
November 30, 2011 1
UMHS Strategic Direction Our vision: Create the future of health care through discovery
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Ideal Patient Care Experience
Michigan Experience Starts with ME!
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SERVICE EXCELLENCE
Focus On The Three PsThe people the team members,
patients & families experience
The process the team members,
patients & families experience
The place the team members,
patients & families experience
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Focus in on:
daily tasksinteractions
communicationsbody language
actionspolicies
resources
Implementation Strategy Prepare the Leader Model
Learn it leaders learn it
Live it leaders
model the expectations
Teach it knowledge transfer by
leaders
Lead it monitor for consistent
performance
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• Leaders partner with Service Excellence Consultant• Prepare leaders to teach principles and examples to staff
• Measure improvement in satisfaction and engagement
~Phased implementation to occur over 24 month period~
Ideal Patient Care ExperiencesService Excellence Blueprint
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IPCE/Service Excellence VideoUMHS SE Philosophy CardGO BLUE Daily Team HuddlesWords that WorkR.E.L.A.T.E. Communication ModelH.E.A.R.T. Communication ModelLeader “Gemba” RoundingTEMPO (Creating safe interactive
moments)
Creating the Ideal Patient Care Experience Service Excellence Video Packet
• Goal: Facilitate introduction to UMHS vision and promote readiness for future roll-out of curriculum
Service Excellence Video Packet
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Five Chapters – Every Word Has Meaning Every Patient & Family is Unique Creating a Culture of Caring What to do When Things Go Wrong Understanding the Stress of Illness
Donor Funded By Governor and Mrs. Rick Snyder & Mr. and Mrs. Ken Whipple
Over 6,500 employees in
process of viewing video
UMHS Service Excellence Philosophy and Commitment Card
Service Philosophy My Commitment
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Promoting Team Connections
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A Sensitive Approach to Scripting
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Communicating the Message that “We Care”
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A Service Recovery Model
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Leaders Gemba Rounding on Employees
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We are all in this together
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DISCUSSION
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How will we measure our success?
• Patients/Families included in improvement efforts
• Engaged employees (via EE Survey)• Patients expectations consistently
exceeded (via Press Ganey, ACS and HCAHPS)
• Consistent framework exists across UMHS
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Thank You!
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