joe greskoviak president & chief operating officer 05/14/2014
TRANSCRIPT
Utilizing Data & Technology to
Improve the Patient Experience
Joe Greskoviak
President & Chief Operating Officer
05/14/2014
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© 2012 Press Ganey Associates, Inc.
Why invest in the patient experience?
• Compassionate care is the mission of healthcare
• Patient loyalty is essential to maintaining and growing market share
• Patients will comment on their care whether or not you afford them a platform
• Patient-centricity will require a meaningful construct, deeper data, greater segmentation and caregiver engagement
• We must connect the measure of the patient experience to the mission of healthcare providers
• Growing demand for transparency and accountability
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Positive Experience Leads to Better Organizational Performance
© 2013 Press Ganey Associates, Inc.
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Performance Objective
• Renewed emphasis on individual patient experience & establishing reliability
• Increase caregiver engagement, ownership and accountability
• Improve care by alleviating & avoiding patient suffering
Performance Measurement
• Meaningful benchmarks and true indicators of quality
• Connect the measure of the patient experience to the mission of healthcare
• Advanced analytics to improve patient care outcomes & market share
Performance Improvement
• Intelligent, ROI-based action
• Transfer of best practices
• Flexible support to drive improvement
• Ongoing, real time monitoring of performance
Leading the Industry into the future
© 2013 Press Ganey Associates, Inc.
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© 2012 Press Ganey Associates, Inc.
Deep Data & Meaningful Benchmarks
Comparative database over four times larger than any other competitor
Real-time benchmark (9-15 months newer than CAHPS)
Partners with over 50% of America’s hospitals
Over 75 million mail, phone and eSurveys administered in 2013
Supports over 100,000 physicians
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Renewing the Emphasis on the Individual Patient
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Technology Casts a Wider Net
© 2014 Press Ganey Associates, Inc.
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Engage all Stakeholders
58 56
49
64 60
56
71
8 9 10 7
14 18
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Comparison of HCAHPS Performance by Employee
Engagement Decile
Top DecileBottom Decile
+ 62 percentile
Comparison of HCAHPS Performance
with High- or Low- Physician Alignment
9 © 2014 Press Ganey Associates, Inc.
Advanced analytics to drive loyalty
High: Confidence in Provider 1.9% Fail to Recommend
High: Worked Together 28% Fail to Recommend
Low: Worked Together 90% Fail to Recommend
Low: Confidence in Provider 74.6% Fail to Recommend
High: Concern for
Worries 0.6% Fail
Low: Concern for
Worries 5.6% Fail
High: Concern for
Worries 6.3% Fail
Low: Concern for
Worries 22.3% Fail
High: Listens
Carefully 24.7% Fail
Low: Listens
Carefully 45.7% Fail
High: Courtesy
78.2% Fail
Low: Courtesy
92.8% Fail
3% of patients 68.4% of patients 2.4% of patients 5.9% of patients 0.8% of patients 3.4% of patients 11.4% of patients 2.5% of patients
High: Worked Together 1% Fail to Recommend
Low: Worked Together 11% Fail to Recommend
8% of patients 72% of patients 14% of patients 5% of patients
81% of patients 19% of patients
All Patients 15.7%
Recommendation Failure Rate
Note: Data shows average of all Press Ganey medical practices.
High Risk Low Risk
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Ensuring a Reliable Experience
Likelihood to Recommend
Net Promoter Score
Experience Reliability
• Less Patient Suffering • Lower Readmissions • Higher Reimbursements • Increased Brand Equity
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Quantity Quality
© 2013 Press Ganey Associates, Inc.
11 © 2014 Press Ganey Associates, Inc.
Measure what Matters to Improve the Patient Experience
OUR GOAL: Mitigate this suffering by responding to Inherent Patient Needs. Address symptoms, improve functioning, seek to
cure, reduce pain and discomfort. Reduce anxiety and fear, educate and inform. Minimize the extent to which medical care disrupts
normal life to the greatest extent possible. Provide distractions from the medical setting that
provide respite to the anxious patient.
OUR GOAL: Prevent this suffering for patients. Provide evidence-based care. Prevent complications and errors. Ensure coordinated communication,
demonstrate cooperation among staff. Reduce wait, show respect and value
for the individual.
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Improving Healthcare is a Journey
© 2013 Press Ganey Associates, Inc.
Measurement
Benchmarking
Targeted Improvement
Connect the Measure to the Mission
Care Reliability
SUSTAINABLE
IMPROVEMENT
Discussion