management considerations for improved patient...
TRANSCRIPT
![Page 1: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/1.jpg)
Management Considerations for Improved Patient Experience
![Page 2: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/2.jpg)
Before we start… Reminders:
• Letters of commitment • IHI Open School • Your team photos!
Your feedback is very important for us. So please
continue to share it with us. We truly appreciate the time you take to give us your thoughts and input.
2
![Page 3: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/3.jpg)
Important notes Within3 Community
3
![Page 4: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/4.jpg)
Important notes HCAHPS Year 2 Reference List http://tc.nphhi.org/Learn/HCAHPS-Beyond-The-Basics.aspx
4
![Page 5: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/5.jpg)
Important notes HCAHPS Learning Network (year 1) http://tc.nphhi.org/Learn/Patient-Engagement-HCAHPS-Learning-Network.aspx
5
![Page 6: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/6.jpg)
Experts From the Field
Mary Malone
MS, JD
President, Malone
Advisory Services
Carrie Brady
JD, MA
Principal, CBrady Consulting
Jane Hooker
RN, MN, CPHQ
AVP for Quality & Innovation,
NAPH
Jerod Loeb
PhD
Executive VP for Healthcare
Quality Evaluation,
Joint Commission
Sherri Loeb BSN, RN
Personal
Navigator
6
![Page 7: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/7.jpg)
NAPH Beyond the Basics Webinar April 23, 2013 Carrie Brady, JD, MA
Mary P. Malone, MS, JD
![Page 8: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/8.jpg)
Describe successful strategies used to maintain staff energy and engagement while improving the patient/family experience
Provide practical strategies to hold staff
accountable Identify common pitfalls for managers to avoid
![Page 9: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/9.jpg)
Introductions
How we developed this program ◦ Improve the actual patient experience itself ◦ Improve the process of improving the patient
experience (leading for service)
Program: Management Considerations
Comments, questions, critique
![Page 10: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/10.jpg)
Remember that Quality and Service are INEXTRICABLY linked; it is not an EITHER/OR
AND If you are not providing a great service
experience your care is not as good as it could be and your clinical results are not as good as they could be.
Supply the evidence (especially to the docs).
![Page 11: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/11.jpg)
Improved quality of care/clinical effectiveness
Better medical adherence/compliance
Improved safety Better staff morale Personal/professional fulfillment Reduced staff turnover Fewer employee incidents “Cross-selling” Physician recruitment Improved productivity
Reduced recruitment costs Employer of choice benefits “Premium dollar” Increased market share Improved bond ratings Improved patient retention Increased patient referrals Improved collections Reduced risk of litigation Fewer complaints Increased philanthropy More efficient Increased value Greater profitability Organizational success
![Page 12: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/12.jpg)
“The inclusion of patient experience as one of the pillars of quality is partly justified on the grounds that patient experience data, robustly collected and analysed, may help highlight strengths and weaknesses in effectiveness and safety and that focusing on improving patient experience will increase the likelihood of improvements in the other two domains.”
“Clinicians should resist sidelining patient experience measures as too
subjective or mood-orientated, divorced from the ‘real’ clinical work of measuring and delivering patient safety and clinical effectiveness”.
Source: A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. Cathal Doyle, Laura Lennox and Derek Bell British Medical Journal Open Published online 2013 January 3. doi: 10.1136/bmjopen-2012-001570
![Page 13: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/13.jpg)
Assume good intentions ◦ Reinforce relationships
Acknowledge challenges ◦ Patients aren’t always right
Make the goal personal ◦ Connect to staff members' own experiences as
patients and/or loved ones of patients
Celebrate!
![Page 14: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/14.jpg)
This sign was posted daily on a hospital unit
Staff did not know what the number meant: Was it a good score or
a bad score? What questions was it
based on? What time period was
included in the score? What could be done to
improve? 14
![Page 15: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/15.jpg)
Listen to patients and staff
Use “appreciative inquiry” Reveal hidden innovation Examine improvement, not just
achievement Put HCAHPS data in context with other
qualitative and quantitative information about the patient and staff experience Preserve relationships by noting what is working well
15
![Page 16: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/16.jpg)
Example provided courtesy of
16
![Page 17: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/17.jpg)
Build a team and support their work with resources and time to identify, implement, and evaluate improvement efforts.
Consider your past experience: ◦ When you have been at your most successful, what
have you done? ◦ What doesn’t work?
![Page 18: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/18.jpg)
Engage frontline staff in establishing priorities
Provide support for improvement
Reinforce the ultimate goal: better care
18
Used with permission of the illustrator Michel Baudin, Manufacturing Management & Technology Institute
![Page 19: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/19.jpg)
“Collabetition” ◦ Each unit recognized for excellence in patient
experience receives a second trophy to give to a group that supported them
Team Trades
Compliment hotline ◦ Track, analyze, and report compliments
19
![Page 20: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/20.jpg)
Patient-centered care is often treated as a very vague concept in practice. It is not enough to tell people to “be nice”. Identify specific behaviors (chicken cacciatore scripting, standardization (mass customization)). Exactly what should the “cheeseburger” look like?
![Page 21: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/21.jpg)
What should it ALWAYS look like?
![Page 22: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/22.jpg)
Clearly identify your standards. Are they standards or suggestions? What is your story about why there is or isn’t 100% compliance with standards? (This is all about leadership and accountability; which is the key to service.) Is everyone truly held to the same standards or do some people get a "pass"?
Quick exercise: The “perfect employee” starts tomorrow…..
![Page 23: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/23.jpg)
Include front line staff in decision making at every stage of the process. Respect their wisdom. They have all the best answers and innovations!
Engage the team in proactively identifying and addressing possible barriers rather than arm-wrestling over them.
![Page 24: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/24.jpg)
Remember that the work environment matters. Build relationships among your teams. Reconnect people to purpose and provide recognition.
Are you credible as a leader? Do you follow the same rules you ask your team to follow?
![Page 25: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/25.jpg)
Mary P. Malone, MS, JD [email protected]
@ptsatexpert 574-876-3039
Carrie Brady, JD, MA [email protected]
203-210-7484
![Page 26: Management Considerations for Improved Patient …essentialhospitals.org/wp-content/...5_-Final-Slide-Deck_-MERGED.pdf · Increased market share ... Use “appreciative inquiry”](https://reader035.vdocument.in/reader035/viewer/2022062909/5b83521c7f8b9a47588cf78b/html5/thumbnails/26.jpg)
Next Steps Please look forward to our next Webinar May
15th: The Relevance of Unconscious Bias In Cultural Competency
What topics would you like to read about on our
community? Help us provide you with what you want.
Should you have any further questions, please contact:
26
Jane Hooker Email: [email protected] Phone: (202) 585-0134
Brian Roberson Email: [email protected] Phone: (202) 585-0116