customer service in the ambulatory setting david w. mountjoy, mha, fache executive...
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Customer Service in the Ambulatory
SettingDavid W. Mountjoy, MHA, FACHE
Executive Director-Ambulatory Care
University of Missouri Health Care
University of Missouri Health Care Clinic System
51 Outpatient Clinics-Primary Care and Specialty Care 600,000 Clinic Visits Annually 400+ Physicians-Mix of Full and Part Time Faculty 585 Clinic Staff Clinics Reviewable by Centers for Medicare and
Medicaid Services (CMS) and The Joint Commission Clinic Management Model Requires Collaboration
between Hospitals, School of Medicine, and University Physicians Practice Plan
Clinic Organizational Chart
Customer Service in UMHC Clinics
History as a Teacher Who Owns Customer Service? Getting Organized Buy-In Voice of the Customer
Why Focus On Customer Service?
Competition Revenue and Finance CG-CAHPS Reputation/Marketing Most Important…”It’s the Right Thing to Do”
Core Components of Customer Service
Leadership Service Goals and Expectations Responsibility and Accountability Communication Education Service Recovery Reinforce Behaviors Measure Satisfaction Action Planning
Education and Training
Ritz Carleton Model Patient and Family Centered Care (PFCC) Clinic Front Desk Training Interpret Survey Results Action Planning-It Takes a Team
Measurement Tools
Clinic Free-For-All Surveys Press Ganey Survey-Pluses and Minuses NRC Picker Clinic Pulse Surveys
Press Ganey
28 Questions Some Questions not Relevant Low Response Rates Timeliness of Results User Friendly CG-CAHPS
NRC Picker
Guaranteed Response Rate Web-based Timely Results Custom Reports Stoplight Reporting Sample Action Steps for each Question Shared Action Planning
Clinic Pulse Survey
Simple and Brief-2 Questions Timely Results-ARC High Response Rate Rapid Action Planning Inexpensive
The Good, The Bad, and The Ugly
Examples of Less Than Desirable Practices Examples of “Works in Progress” Examples of Great Successes
Patient Expectations in Clinics
The Visit Through the Eyes of the Patient Greeting and Welcome Wait Times-Waiting Room and Exam Room Provider Encounter Clinic Environment Technology
Speaking of Technology…
Phones and Phone Management Smart Phones Email Social Media Telemedicine EMR/HIE
Example of ACD Report
Patient Portals
Book Clinic Appointments 24/7 View Previous Appointments View Lab Results View Medical Record Communicate with Provider Receive Appointment Reminders Prescription Refill Requests Patient Education Material
Strategies For Customer Service to Improve Patient Satisfaction
Communication with Patients Staff Training and Engagement Physician Training Other Tools
Communication With Patients
Appointment Delays-Be Honest and Timely Reminders Cancellations/Rescheduling Utilize Wait Time No Surprises-Don’t “Blindside” Patients Patients Care about their Care
Staff Training and Engagement
Patient Satisfaction-Incorporate into Performance Evals Phone “Scripting” Phone Etiquette-”Smile over the phone” 5/10 Rule Body Language Manage Up Appropriate Attire and Appearance Partner with the Patient Be a Resource
Physician Training
Review Clinic Schedules/Appointment Access Distribute and Review Physician-Specific Patient
Satisfaction Scores PFCC for Physicians-Mandatory Incorporate Patient Satisfaction into Incentive
Plans
Other Tools
Communication Boards in Clinics Share Best Practice in Clinic Staff Meetings Do Follow-Up Phone Calls Review Clinic Space for Best Workflow Clinic Environment-Art, PCs, Clean, and Safe Stand Behind Your “Brand” Rounding For Outcomes Innovate
Results
NRC Picker Pulse Surveys
Patient Experience – Our Journey
Made Goal 3 out of 9
times
Made Goal 6 out of 6
times
Clinic Pulse Surveys
Question 1: Based on today’s visit, I would recommend this practice to family and friends. Options: Strongly Disagree, Disagree, Neutral, Agree, Strongly Agree
Question 2: What, if anything, could have been improved today? Options: No Problems, Scheduling Appt., Check In/Arrival Process, Care Provider, Lab/X-Ray/Other Service, Nurse, Wait Time, Comfort/Cleanliness, Check-out Process
Survey Period-11/05/12-11/09/12 (5 working days) Response: 35% of all patients seen completed survey
Clinic Pulse Surveys
Mean Score for Q1 for 3517 responses: 4.4 (5=Strongly Agree) Q2 Results: 1. No Problems=2946
2. Scheduling=64
3. Check In/Arrival=87
4. Care Provider=36
5. Lab/X-Ray/Other=23
6. Nurse=22
7. Wait Time=351
8. Comfort/Cleanliness=52
9. Check-out=36
Suggested Readings
Hardwiring Excellence-Purpose, Worthwhile Work, & Making a Difference. Quint Studer
Front Office Success-How to Satisfy Patients and Boost the Bottom Line. Elizabeth W. Woodcock
Mastering Patient Flow-Elizabeth W. Woodcock. Second Edition If Disney Ran Your Hospital-9 ½ Things You Can Do Differently. Fred Lee.
2006 Customer Service in Health Care-Optimizing Your Patient’s Experience.
Karen A. Meek. The Six Elements of Customer Service-Gail Scott 8 Customer Service Ideas to Enhance Patient Satisfaction. MGMA
Journal. March 2010