engaging employees to deliver superior patient experience€¦ · engaging employees and boosting...
TRANSCRIPT
4/18/2017
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Engaging Employees to Deliver Superior Patient Experience
May 2, 2017
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Presentation Objectives
By the end of this presentation, session attendees will be able to:
Analyze
The relationship between employee engagement and
patient experience.
Apply
Their knowledge of this relationship to create a program aimed at
engaging employees and boosting patient experience.
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Vision
With a strong commitment from each of us, BAYADA Home Health Care will make it
possible for millions of people worldwide to experience a better quality of life in the
comfort of their own homes. We want to build and maintain a lasting legacy as the
world’s most compassionate and trusted team of home health care professionals.
Our clients come first. • Our employees are our greatest asset.
The BAYADA Way
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Patient Experience Defined
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Why Is Patient Experience Important?
• Introduced in 2016 with a national demonstration project, Value-Based Purchasing impacts reimbursement starting in 2018.
• Patients, families, and referral sources will make decisions based on performance.
• Transparency in patient experience metrics will impact our ability to attract and retain the best talent.
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Connecting to Our Purpose
Kelly and David’s Story
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Presentation Objectives
By the end of this presentation, session attendees will be able to:
Analyze
The relationship between employee engagement and
patient experience.
Apply
Their knowledge of this relationship to create a program aimed at
engaging employees and boosting patient experience.
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Patient Experience
1. Overall rating of care received2. Likelihood of your recommending
BAYADA to others3. Overall improvement in your well-
being because of BAYADA
BAYADA MeasureCenters for Medicare and Medicaid Services (CMS) Measures
Patient Survey Star Ratings
Four Star Ratings
1. Care of Patients2. Communication3. Specific Care Issues4. Overall Rating
Averaged to Form a Summary Star RatingPublicly reported on Home Health Compare
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Employee Engagement
1. I would like to be working at BAYADA three years from now.
2. I am proud to tell people I work for BAYADA.
3. Overall, I am a satisfied employee.4. I would recommend BAYADA as a good
place to work.5. I would recommend BAYADA to family and
friends who need care.6. I would stay with BAYADA if offered a
similar job elsewhere.
Predicts retention.
Sample Items
1. I am involved in decisions that affect my work.2. The person/people I directly report to at my office give me
useful feedback (tell me how I am doing in my job).3. When I need support from the office, it is readily available.4. I am satisfied with the recognition I receive for doing a good job.5. BAYADA treats employees with respect.
1. BAYADA provides high-quality care and service.2. My office provides high-quality care and service.3. I like the work I do.4. My job makes good use of my skills and abilities.
1. BAYADA’s medical benefits meet my needs.2. BAYADA’s benefits (other than medical benefits) meet my needs.3. My pay is fair compared to other health care employers in this area.
Employee Engagement
Respectful & Supportive Workplace
Pay & Benefits
I Like the Work I Do
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In Agencies with More Engaged Employees, Patients Report Having a Better Experience
Employee Engagement (Field) BAYADA Measure of Patient Experience
Employee Engagement (Field) Patient Survey Summary Star Rating
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Certain Aspects of Employee Engagement Relate More Strongly to Patient Experience
BAYADA Measure of Patient Experience
Sample Items
1. The person/people I directly report to at my office give me useful feedback (tell me how I am doing in my job).
2. When I need support from the office, it is readily available.3. I am satisfied with the recognition I receive for doing a good job.4. BAYADA treats employees with respect.5. I am involved in decisions that affect my work.
1. BAYADA provides high-quality care and service.2. My office provides high-quality care and service.3. I like the work I do.4. My job makes good use of my skills and abilities.
Respectful & Supportive Workplace
I Like the Work I Do
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Certain Aspects of Employee Engagement Relate More Strongly to Patient Experience
Patient Survey Summary Star Rating
1. BAYADA provides high-quality care and service.2. My office provides high-quality care and service.3. I like the work I do.4. My job makes good use of my skills and abilities.
I Like the Work I Do
Care of Patients Star Rating
CommunicationStar Rating
Specific Care IssuesStar Rating
Overall RatingStar Rating
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Summary
• Employee engagement is positively related to patient experience as measured by both a BAYADA measure and the Patient Survey Star Ratings.
• Certain aspects of employee engagement relate more strongly to patient experience than others do:
− Respectful and supportive workplace− I like the work I do
Analyze
The relationship between employee engagement and patient experience.
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Presentation Objectives
By the end of this presentation, session attendees will be able to:
Analyze
The relationship between employee engagement and
patient experience.
Apply
Their knowledge of this relationship to create a program aimed at
engaging employees and boosting patient experience.
4/18/2017
8
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BAYADA Passport to ExperienceProgram Overview
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“We are at our best when we are creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers, even if it is just for a few moments. At the heart, it is all about the human connection.” –Howard Schultz
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• Connect to purpose and mission
• Simplistic/relatable behavioral skills
• Involve those who are directly impacted
• Inspect what you expect
• Reward and recognize
Key Program Elements (Derived from Employee Engagement – Patient Experience Analysis)
Sample Items
1. I am involved in decisions that affect my work.2. The person/people I directly report to at my office give me
useful feedback (tell me how I am doing in my job).3. When I need support from the office, it is readily available.4. I am satisfied with the recognition I receive for doing a good job.5. BAYADA treats employees with respect.
1. BAYADA provides high-quality care and service.2. My office provides high-quality care and service.3. I like the work I do.4. My job makes good use of my skills and abilities.
Respectful & Supportive Workplace
I Like the Work I Do
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Behavioral Based- Service Excellence Training Program
• Three 30 min training modules− Skill demonstration through role play− Skill certification quizzes
• Certification required on yearly basis
• Driven by reward and recognition
• Influenced through reinforcement and inspection
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• Gain conceptual understanding of Satisfaction versus Experience in service excellence and expectations of service delivery
• Successfully demonstrate the Three Steps of Service
• Demonstrate effective “1st Responder Problem Resolution” through the LAS/ET method
Key Learning Objectives
*Program elements adapted from The Ritz-Carlton Hotel Corporation
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• Positively impact Employee Satisfaction Scores
• Reduce the number of concerns and complaints / detractors
• Positively impact patient experience indicators
Intended Outcomes
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How Is the Program Doing?
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• Positively impact Employee Satisfaction Scores− Results pending 2017 survey
• Reduce the number of concerns and complaints / detractors− Anecdotally, fewer concerns and complaints− Percent detractors decreased from 16% to 6% in Assistive
Care pilot offices
• Positively impact patient experience indicators
Intended Outcomes
− BAYADA’s patient experience metric increased from 63.3% to 82.2% in Assistive Care pilot offices
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• 25 cent/hour raise to those who completed the program
• Elicited a sense of confidence and well-being from managers “I feel confident that my employees who have gone through this
program will represent BAYADA well.”Client Services Manager
• Passport concept opportunity“We love the program, but the passport concept is abstract and
hard for some of our employees to understand.”Home Care Director
Unintended “Surprise” Outcomes
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Next Steps
• Evaluate intended outcomes
• Extend pilot to additional locations
• Test rebranding the program
• Continue to iterate
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Summary
Apply
Their knowledge of this relationship to create a program aimed at engaging employees and boosting patient experience.
A program of this sort has these key elements:
• Connect to purpose and mission
• Simplistic/relatable behavioral skills
• Involve those who are directly impacted
• Inspect what you expect
• Reward and recognize
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