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Quality of Life Interventions to Influence PHM Outcomes: Early Lessons
from Two Studies…and some musings
March 24, 2015
Ronni Schorr, Vice President of Brand and StrategyRachel Permuth, PhD, National Director of Research
Factors that Affect Health: PHM Approach
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Determinants of Health
Determinants of Health and their Contribution to Premature Death, Adapted from McGinnis, et al., 2002
Determinants of Health: Areas of Sodexo’s Influence
Sodexo Wellness Offers + Environment Change
Sodexo Wellness Offers + Environment Change
Sodexo Dieticians, MSWs, SNFs, Interface with Hospitals and Primary Care
Sodexo Dieticians, MSWs, SNFs, Interface with Hospitals and Primary Care
Sodexo FMInfection Control within Hospitals + Communities
Sodexo FMInfection Control within Hospitals + Communities
Sodexo Foundation, Philanthropy, STEM, Diversity & Inclusion
Sodexo Foundation, Philanthropy, STEM, Diversity & Inclusion
Confidential and proprietary to Sodexo. Do not share or post without proper consent.
Quality of Work Life Study, Front-Line Workers: Initial FindingsRachel Permuth, PhD, MSPH National Director of Research, Sodexo
Quality of Work-Life, Productivity and Front-Line Worker Well-Being: A Feasibility Study Designed to Inform a Quality of Work-Life Training Module
Study Goals
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Study Design –
Using Two Hospital Sites
Sample:
•Site 1•
N =118
•
Response Rate=74%•
85% female / 15% male
•Site 2•
N=170
•
Response rate =81% •
71% female / 29% male
•2-day on-site data collection across 3 shifts•Surveys available in English and Spanish•Survey administered via paper & web-based •Employees received $15 gift card for participation
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Key Outcome Measures
Satisfied with job (very satisfied) - 28% both groups
Likely to look for a new job (very likely)
■
ES 19% vs FS 15%
Injury requiring medical attention
■
ES 24% vs FS 7%
Injury requiring only first aid, but DID disrupt work
■
ES 17% vs FS 7%
Missed work due to illness/injury
■
ES 57% vs FS 57%
■
ES –
3 days vs FS -
2.4 days
Come to work sick or not feeling well
■
ES 54% vs FS 46%
■
ES –
3 days vs FS –
2.2 days
Satisfied with job (very satisfied) – 25% both groups
Likely to look for a new job (very likely)
■
ES 26% vs FS 10%
Injury requiring medical attention
■
ES 21% vs FS 13%
Injury requiring only first aid, but DID disrupt work
■
ES 21% vs FS 14%
Missed work due to illness/injury
■
ES 44% vs FS 51%
■
ES –
2.25 days vs FS -
2.6 days
Come to work sick or not feeling well
■
ES 61% vs 52% FS
■
ES-
2.9 days vs FS -
2.4 days
Site 1 Site 2
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Results in Brief –
Factors Correlated with Outcomes
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10 –
Focus on
Key Take-aways
Must think about INTERVENTIONS for Behavior Change beyond the Individual Level
INDIVIDUAL
ORGANIZATIONAL
ENVIRONMENTAL
POLICY
Case Study on Post Discharge at Georgetown University
Medical Center
Ronni Schorr Vice President of Brand and Strategy
What Our Clients are Telling Us
“As reform and other forces are changing our landscape, reimbursement,
and the way we delivery care, we must find new ways of doing business and
adapting to this climate to ensure success.”- Sodexo C-Suite Client, Hospital Systems
Elements of Sodexo’s Readmissions Platform
■Hospital specific Service Response Center
■Offering a unique focus on the Patient Experience
■
New & Pre-Admission Calls
■
Discharge Follow-up
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Sodexo’s Readmissions Initiative
Provides a proven and financially beneficial
program to improve patient experience and reduce hospital readmissions.
Provides a proven and financially beneficial
program to improve patient experience and reduce hospital readmissions.
• Addresses the need for hospitals nurses and staffs to focus on mission critical interactions
• Offers an integrated hub of communication that enables the hospital to monitor, process and analyze large amounts of service data.
• Outperforms the industry standard in its speed to answer (89% VS 85% in calls answered in < 20 seconds).
• Streamlines process, increases service accessibility (24/7 human interface), visibility and high degree of accountability
Benefits of Sodexo SRC
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SRC: the Backbone of Readmissions Reduction, based on Social Support Theory
As reform and other forces change the healthcare landscape, reimbursement, and the delivery of care, Sodexo and our clients need to identify new ways of doing business and adapting to ensure success.
■
Instill Focused Care Management Priorities
■
Leverage Analytics to Drive Value
■
Become an Influencer with the Patient
■
Proactively Reinforce
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The Social Support Theory: Four Types of Supportive Behaviors
Source: http://www.med.upenn.edu/hbhe4/part3-ch9-key-constructs-social-support.shtml17
High-Level Evaluation Strategy
■
Decreases unnecessary hospital readmissions
■
Improves health for discharged patients
■
Supports a positive hospital image in community
■
Provides a consistent experience throughout the hospital system
■
Connects the patient to the appropriate hospital professional for a expedited hand-off
■
Increases patient satisfaction and the overall experience
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Readmissions Program through the SRC
■
SRC contacts patients who were discharged from the hospital the day before
■
Asks a series of questions to determine if patient is at risk for readmission.
■
Triages medical issues to appropriate person on the care management team
■
Supports patient for nonclinical issues (i.e., transportation)
■
Collects and reports patient and aggregate metrics back to the hospital
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Results of Pilot
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Readmission Rates by 40% within 6 months
Patient Experience
Patient Satisfaction
Follow-up Requests
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Development of a Patient & Organizational Segmentation Tool: Personix™
March 24, 2015
Personix™
Definition –
Hospitals/Patient Segment
Sodexo Healthcare
attitudinal segmentation tool
aimed at understanding & serving
consumers, employeesand end-users globally
through fact-based siteassessment processes
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page 24
Personix™
Patients Model Hospital experience = Fear
DEFLECT FEAR
TACKLE FEAR
INNER FOCUS REACH OUT
Loners Acceptors
Worriers
Self-Centrics MinglersAttentionSeekers
page 25
“MY nurse made sure I had food, she would hold the tray for me and have extra juice, she knew when not to bother me”
“It took a few days to learn what was going on, I finally figured out there was a coffee cart and you could get magazines from it too”
“Staff in the hospital are often too busy to smile”
“There is nothing to do but stare at white walls and wait… at least when the food comes you have something to look forward to”
“Distractions are necessary, you need to cheer up”
“Think about anything else than the reason you are here”
Am I really
taken care of?
Am I really
taken care of?
DEFLECT FEAR
AttentionSeekersAttentionSeekers
Attention Seekers Profile: Personix™
Patients model
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Personix™
Patients
Loners AcceptorsWorriers
Self-Centrics MinglersAttention-Seekers
FEAR OF THE INSTITUTION
DEFLECT FEAR
INN
ER F
OC
US R
EAC
H O
UT
TACKLE FEAR
Vitality
Recognition
Conviviality
Security
Attention‐Seekers
Listen to me
Fear
is avoided mainly by any form
of distraction and human contact as
long as it breaks the routine
proposing emotional relief
“Am I
really taken care of?”
MinglersBond with me
Fear
is actively fought thanks
to the support of other people,
inside and outside the hospital
“Am I supported by the right
human net?”
Self‐Centrics
Singularize my stay
Fear
is a not frontally addressed
but rather put aside in a effort to
concentrate on centers of self‐
interests
“Am I getting what I want?”
LonersRespect my loneliness
Fear
is amplified by isolation (wanted
or not), both feed on each other, this
depression is endured with a certain
resolve and resignation
“Am I
getting enough privacy?”
Acceptors
Fear
is kept under‐control on the
condition as long as a
comprehensible pathway is clearly
defined and followed
Follow my plan
“Am I
correctly informed and
progressing?”
Worriers
Fear
is hardly managed at all and
requires a severe dose of rational
explanations and comfort to trigger
recollection process and bring stability
Regain my balance
“Am I
going to get through
this?”
In a hospital, at any given moment
in time, patients’
attitudes can be
distributed according to 6 clusters
Implications of Personix™
for Hospitals:
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Confidential and proprietary to Sodexo. Do not share or post without proper consent.
Thank You! Questions?
Ronni Schorr, Vice President of Brand and [email protected]
Rachel Permuth, PhD, National Director of Research, Principal Epideimologist