gifts from our customers: unsolicited feedback and ... · pdf filegifts from our customers:...

May 22–24, 2006 • Starr Pass Resort • Tucson, Arizona

Gifts from Our Customers: Unsolicited Feedback and Customer Satisfaction

Learn more about the value and unlimited possibilities of the MIDAS+ Patient Relations/Risk Module in support of a successful grievance/complaint and compliment process.

Presented by:

Karen VandersliceManager, Patient RelationsAlfred I. DuPont Hospital for Children, Wilmington, DE

Annmarie TurulskiFeedback/Projects CoordinatorAlfred I. DuPont Hospital for Children, Wilmington, DE

Post-Symposium AvailabilityShortly after the conclusion of the Symposium, most General Session and Breakout Session presentations will be available for licensed MIDAS+ Clients to view and download from our Web site: www.midasplus.com. The presentations will be available in read‐only format. For information about obtaining the native Microsoft PowerPoint presentations, please contact the presenter(s) directly.

Contact us at:ACS Healthcare Solutions — MIDAS+2500 North Pantano Road, Suite 200Tucson, Arizona 85715(520) 296 7398(800) 737 8835Visit our Web site at: http://www.midasplus.com/MIDAS+, the MIDAS+ logo, DataVision, ReporTrack, Seeker, and SmarTrack are trademarks of MidasPlus, Inc.The ACS logo is a registered trademark of ACS, Inc.Third party trademarks, trade names, product names, and logos may be the trademarks or registered trademarks of their respective owners.

Gifts from Our Customers: Unsolicited Feedback and Customer Satisfaction 1

Gifts from our CustomersGifts from our Customers::

Unsolicited Feedback and Customer Unsolicited Feedback and Customer

SatisfactionSatisfaction

PRESENTED

BY

Karen Vanderslice

Annmarie Turulski

INTRODUCTION

Patient Relations Manager

– KAREN VANDERSLICE

Feedback Coordinator

– ANNMARIE TURULSKI

15th Annual MIDAS+ User SymposiumMay 2006 — Tucson, Arizona

2 Gifts from Our Customers: Unsolicited Feedback and Customer Satisfaction

INTRODUCTION

NEMOURS

– An enterprise that focuses on the physical and emotional needs of children

– An organization that synergizes their efforts through research, prevention and full service healthcare

INTRODUCTION

Nemours provides healthcare and

prevention services across four states

– DELAWARE

– FLORIDA

– NEW JERSEY

– PENNSYLVANIA



What we have done with our giftsWhat we have done with our gifts……

Defined and implemented a process to best capture and

respond to unsolicited compliments/complaints/grievances

Meets JCAHO and state guidelines

Using MIDAS+™, created reports to share data with the

Executive Group/Administration/Department Managers

Using MIDAS+, supply data to and collaborate with

Quality/Patient Safety/Risk Management/Legal/Public

Relations

What else we have done with our giftsWhat else we have done with our gifts……

Created MIDAS+ reports to supply data for physician practice peer review and credentialing

Created MIDAS+ reports to supply data for employee/departmental recognition and performance evaluations

Supply data for impact of measurable performance objectives of process changes

Using extended user fields within MIDAS+, track revenue allocated for service recovery



What else we have done with our giftsWhat else we have done with our gifts……

•Patient birthdays

•Return of “fussy” families/Patient Tracking

•Outpatient 360

•Risk Management

Created and utilized MIDAS+ Created and utilized MIDAS+ worklists forworklists for:

Our form to capture data-it correlates to our fields in MIDAS+



The General Tab of the Patient Relations Module in MIDAS+

Extended User fields we have created for the Patient Relations Module in MIDAS+



The next three slides are part of one monthly report

This report is compiled from data in ReporTrack™ Reports

Complaints Grievances ComplimInc.# Department Resolved

DaysInc.# Department Resolved

DaysDepartment

05-656 CHAIR 2 05-637 LIGHTBULB 24 ADMINISTRATION@

05-666 TABLE 8 05-635 LIGHTBULB 7 & VOLUNTEERS@

05-684 SHOE 1 05-602 LIGHTBULB 0 ADMITTING@

05-669 SHOE 5 05-604 LIGHTBULB 22 AIDHCW-ADMINISTRATION-

05-688 SHOE 0 05-616 TOY 3 AIDHCW-EMERGENCY SERVICES

05-607 SHOE 19 05-652 TOY 26 AIDHCW-NURSING

05-646 SHOE 23 05-667 KITCHEN 13 ANESTHESIOLOGY@

05-609 SHOE 7 05-613 KITCHEN 25 AUXILIARY GROUPS

05-609 BOOK 7 05-617 FLIP FLOP 1 AUXILIARY GROUPS & VOLUNTEERS@

05-612 BOOK 8 05-617 SODA POP 1 AUXILIARY GROUPS & VOLUNTEERS@

05-614 BOOK 0 05-619 COFFEE 0 EMERGENCY

05-623 BOOK 3 05-624 COFFEE 4 EMERGENCY SERVICES@

05-626 BOOK 14 05-631 CANDY 3 NCCW-WILM-GENERAL PEDIATRICS-

05-633 BOOK 6 NCCW-WILM-ORTHOPAEDICS-

05-639 SOFA 9 NEUROLOGY@

05-641 SOFA 2 NEUROLOGY@

05-649 SOFA 16 NURSING STATION -3CS@

05-650 SOFA 0 NURSING STATION ICU@-

05-650 SOFA 0 NURSING STATION -NICU@

05-638 SOFA 19 ORTHOPAEDICS@

05-630 COFFEE 11 PATIENT SERVICES@

05-672 COFFEE 0 POST-ANESTHESIA CARE UNIT@

Total Complaints 35 Total Grievances 13 Total Compliments

Average Days to Resolve 8 Average Days to

Resolve

10

Compliance 100% Compliance 100%

Unsolicited Feedback Registers

Received 12/1/05-12/31/05



PRIORITIES (Top 3)

MEDICAL CARE/TREATMENT: UNPROFESSIONAL: WAIT FOR SERVICES:

UNSATISFIED W/MED.CARE 7 RUDE EMPLOYEE 3 UNREASONABLE WAIT TIME 4

UNHELPFUL EMPLOYEE 1 UNSATISFIED W/MED.CARE 1 UNINFORMED WAIT TIME 1

ASSESSMENT INCOMPLETE/OMITTED

1 OTHER 1 UNPROFESSIONAL EMPLOYEE 1

OTHER 1 REFERRAL NOT OBTAINED 1

UNPROFESSIONAL 1

After we identify the top three incident types for one month,We show them as priorities (opportunities for improvement).

We then show the drill down of the Incident Parameters (see dictionary terms)for each Incident type

Parameters

January 2006 Incident Types

0

2

4

6

8

10

12

MED

ICAL

CARE/T

REATM

ENT

ISSU

E

COM

PLI

MENT

UNP

ROFES

SIONAL

HOSP

ITAL

BIL

LING

WAIT

FOR S

VS.

APPO

INTM

ENT A

VAILABIL

ITY

COM

MUNIC

ATIO

N IS

SUE

TELEP

HONE S

YSTE

M/S

ERVIC

E

SERVIC

E N

OT

PROVID

ED

HM

O R

EFE

RRAL/

AUTHO

RIZATI

ON P

ROCESS

PHYSIC

IAN C

ONCE

RN

RESP

ONSE T

IME

SAFE

TY

CLE

ANLIN

ESS

DIA

GNOSIS

ISSU

E

DOCUM

ENTATIO

N IS

SUE

OTHER

PHYSIC

IAN B

ILLI

NG

PRIC

ING

Monthly Incident Type Graph (see dictionary terms)



HOW CAN WE SHARE WITH EACH

OTHER...

QUESTIONS

CONCERNS

IDEAS



Information Source Dictionary

Code Name 100 INCIDENT REPORT 102 SECURITY INCIDENT REPORT 103 SAFETY REPORT 104 SATELLITE INCIDENT 200 CULTURE REPORT 201 MEDICAL RECORD 202 LOG BOOK 203 OTHER DIAGNOSTIC STUDY/TEST 301 PATIENT SURVEY 411 PHONE CALL 412 WEB SITE/SITE EMAIL 413 COMPLIANCE HOTLINE 414 LETTER 415 PATIENT SAFETY BROCHURE 416 WALK IN 417 ON THE RIGHT TRACK FORM 509 COMMITTEE REFERRAL 600 REGULATORY AGENCY REPORT 601 ACCREDITING AGENCY REPORT 900 OTHER 36 COMMENT CARD 37 ROUNDING 38 REQUEST 39 BLUE CROSS BLUE SHIELD OF DE 40 DELAWARE PHYSICIAN CARE INC 41 AMERICHOICE OF NEW JERSEY INC 42 INDEPENDENCE BLUE CROSS 43 OTHER INSURANCE COMPANY 44 OTHER EXTERNAL AGENCY 45 ATTORNEY



Patient Relations Significance Dictionary

Code Name 1 NONE 4 MINOR 6 MODERATE 7 MAJOR IP INPATIENT OP OUTPATIENT ER EMERGENCY SERVICES

Patient Relations Status Dictionary

Code Name 1 CLOSED@ 8 PENDING@ GRE GRIEVANCE COM COMPLAINT COMP COMPLIMENT



Patient Relations-Incident Parameters Dictionary

Code Name 19 BREECH OF POLICY/PROCEDURE 24 CONSENT UNSIGNED 25 CONSENT UNWITNESSED 26 CONSENT WRONG PROCEDURE 29 ASSESSMENT INCOMPLETE/OMITTED/INCORRECT 54 LIGHTING 55 LOOSE CARPETING 69 LACK OF DOCUMENTATION 70 ILLEGIBLE HANDWRITING 96 SIGNAGE ISSUE 115 SERVICE UNAVAILABLE 217 INAPPROPRIATE ATTIRE 218 INSECTS 223 MISFILED DOCUMENTATION 244 ACCIDENT WHILE PARKING 245 AGE POLICY 246 ALARM NOT ANSWERED 247 TAG ALERT 248 APPOINTMENT DOUBLE-BOOKED 249 AVAILABILITY OF EQUIPMENT 250 BILL INCOMPLETE 251 BILL INCORRECT 252 BILLING STATEMENT ISSUE 253 CALL LIGHT NOT ANSWERED 254 CALLS NOT RETURNED IN TIMELY MANNER 255 CALLS RETURNED IN TIMELY MANNER 256 CLINIC CANCELLED 257 CLINIC OVERBOOKED 258 CODE TEAM RESPONSE 259 COMPETENT EMPLOYEE 260 DAMAGE OF PERSONAL PROPERTY 261 DEBRIS 262 DIET ERROR 263 DISAGREES WITH DIAGNOSIS 264 DISCHARGE DELAY 265 DISCHARGE INAPPROPRIATE 266 DISCHARGE PREPAREDNESS 267 DISRUPTIVE/DISORDERLY 268 EMERGENCY ADD ON CREATED WAIT TIME 269 FACILITY CLEAN 270 FACILITY UNCLEAN 271 FAILURE TO DISPOSE OF PHI IN PROPER RECEPTACLE 272 FOOD PRICE 273 FOOD QUALITY 274 FOOD TEMPERATURE 275 HANDICAP ACCESS 276 HANDICAPPED AVAILABLITY 277 HOSPITAL ROOM NOT AVAILABLE FOR INPATIENT ADMIT 278 ID BADGE (EMPLOYEE) 279 ID BADGE (PATIENT) 280 IMPROPER DISPLAY OF PHI 281 IMPROPER DISPOSAL 282 IMPROPER DISPOSAL OF HAZARDOUS MATERIALS



Patient Relations-Incident Parameters Dictionary (cont.)

283 IMPROPER ISOLATION 284 INADEQUATE VENTILATION W/CHEMICAL USE 285 INAPPROPRIATE BEHAVIOUR 286 INCOMPETENT EMPLOYEE 287 IMPROPER DOCUMENTATION 288 INSURANCE NOT ACCEPTED 289 KIND/HELPFUL EMPLOYEE 290 LACK OF READING MATERIAL 291 LACK OF TOYS 292 LEFT WITHOUT TREATMENT 293 LOSS OF PERSONAL PROPERTY 294 MALFUNCTION OF EQUIPMENT 295 MALFUNCTIONING ALARMS/SENSORS 296 MEDICATION ERROR 297 MISUSE OF EQUIPMENT 298 NO ANSWER (TELEPHONE) 299 NO REFERRAL/AUTHORIZATION OBTAINED@ 300 NOISE 301 NON-PARTICIPATING INSURANCE PROVIDER 302 NOT NOTIFIED OF CANCELLATION 303 OTHER 304 PARKING AVAILABLE 305 PARKING UNAVAILABLE 306 PHYSICIAN CALLED TO HOSPITAL 307 PHYSICIAN UNAVAILABLE 308 PHYSICIAN/SVS. PROVIDER RUNNING BEHIND 309 PRICES UNREASONABLE 310 PROFESSIONAL EMPLOYEE 311 PUBLIC DISCUSSION OF PHI 312 PUBLIC INTOXICATION/DRUG USE 313 REASONABLE WAIT TIME 314 REFERRAL/AUTHORIZATION EXPIRED 315 REFERRAL/AUTHORIZATION NOT OBTAINED 316 RUDE EMPLOYEE 317 SATISFIED WITH DIAGNOSIS 318 SATISFIED WITH MEDICAL TREATMENT 319 SHORT STAFFED 320 SMOKING 321 TELEPHONE HOLD TIME REASONABLE 322 TELEPHONE HOLD TIME UNREASONABLE 323 TEMPERATURE 324 TEST RESULTS 325 THEFT 326 THEFT IN PARKING AREA 327 THREATS 328 TIMELY APPOINTMENT AVAILABLE 329 TIMELY APPOINTMENT NOT AVAILABLE 330 TRANSFER ISSUES 331 UNAUTHORIZED ACCESS 332 UNAUTHORIZED DISCLOSURE OF PHI (EXTERNAL) 333 UNAUTHORIZED USE OF PHI (INTERNAL) 334 UNCLEAN TOYS 335 UNHELPFUL EMPLOYEE 336 UNPROFESSIONAL EMPLOYEE



Patient Relations-Incident Parameters Dictionary (cont.)

337 UNREASONABLE WAIT TIME 338 UNSATISFIED WITH MEDICAL TREATMENT 339 VOICE MAIL ONLY - CAN'T REACH PERSON 340 WEAPONS INVOLVED 341 WEATHER CONDITIONS 342 WET FLOOR 343 WRONG PATIENT 344 WRONG PROCEDURE 345 HOSPITAL POLICY 346 UNINFORMED WAIT TIME 347 GUARANTOR ISSUE 348 VALET 349 INCORRECT INFORMATION GIVEN 350 NO APPT CHANGE NOTIFICATION 351 STAFF NOT FRIENDLY



Patient Relations-Incident Types Dictionary

Code Name 170 AGENCY PLACEMENT 171 APPOINTMENT AVAILABILITY 172 APPOINTMENT CANCELLATION 173 CHECK IN PROCESS 174 CHECK OUT PROCESS 175 CLEANLINESS 176 COMMUNICATION ISSUE 177 COMPLIMENT 178 CULTURAL ISSUE 179 DATA ENTRY ISSUE 180 DIAGNOSIS ISSUE 181 DISCHARGE ISSUE 182 DISCRIMINATION 183 DOCUMENTATION ISSUE 184 EQUIPMENT 185 FACILITY/BUILDING 186 FOOD 187 HARASSMENT 188 HMO REFERRAL/AUTHORIZATION PROCESS 189 HOSPITAL BILLING 190 INFECTION CONTROL ISSUE 191 MANAGED CARE PROCESS 192 MEDICAL CARE/TREATMENT ISSUE 193 OTHER 194 PARKING 195 PHYSICIAN BILLING 196 PHYSICIAN CONCERN 197 PRICING 198 PRIVACY ISSUE 199 RESPONSE TIME 200 SAFETY 201 SECURITY ISSUE 202 SERVICE NOT PROVIDED 203 STAFFING ISSUE 204 TELEPHONE SYSTEM/SERVICE 205 UNPROFESSIONAL 206 WAIT FOR SVS. 207 PRESCRIPTION ISSUE 208 POLICY CONCERNS


gifts from our customers: unsolicited feedback and ... · pdf filegifts from our customers:...

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