Office of the Patient Experience
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1 Office of the Patient Experience Kathy Courtois Josh Paxton Provider Orientation 1
2 Office of the Patient Experience About us 2
3 Patient Experience What is the Patient Experience and Why is it Important? Sum of all interactions that influence the patient perception across all aspects of their care and visit Patient perceptions can be shaped by the culture of the unit, department, and/or organization 3
4 Why is Patient Satisfaction Important? Identifies strengths and weaknesses Team and individual recognition Indicator of quality of care and service provided by providers and hospital staff Patients have options ( Reimbursement is now based off of patient satisfaction 4
5 Patient Survey Results *Clinics: Likelihood of Recommending Practice CY10 21st%ile CY11 29th%ile % Very Good % Good CY12 31st%ile CY13 36th%ile CY14 38th%ile CY15 43rd%ile CY16 46th%ile CY17 YTD 48th%ile 5
6 Patient Survey Results *Inpatient Adult: Likelihood of Recommending Hospital % Very Good % Good CY10 42nd%ile CY11 45th%ile CY12 51st%ile CY13 45th%ile CY14 43rd%ile CY15 36th%ile CY16 39th%ile CY17 YTD 31st%ile 6
7 Patient Survey Results *Inpatient Pediatrics: Likelihood of Recommending Hospital CY10 43rd%ile CY11 45th%ile % Very Good % Good CY12 62nd%ile CY13 19th%ile CY14 41st%ile CY15 37th%ile CY16 32nd%ile CY17 YTD 32nd%ile 7
8 Patient Relations Specialists Liaison between UIHC providers, staff, and patients Neutral party presence Offer service recovery when we miss the mark as a measure of goodwill Offer consultations for problem solving Recapture and preserve the relationship for future care 8
9 Compliments and Complaints Handwritten letters OPE Department/Division leaders CEO Press Ganey patient satisfaction comments Impact on the individual rating and overall score Personal phone calls 9
10 Compliments that We have Received My reason for writing this letter is that I want the people I interacted with during my stay to know I TRULY felt respected, was treated with kindness and concern throughout ALL of my stay, during tests, and procedures! My caregivers were friendly and professional during my stay, no matter what level they were or where I was taken for tests and treatments. As we wandered around trying to find food or the bathrooms, whatever we were looking for, when there was someone passing by they would ALWAYS stop and ask if they could help us. 10
11 What is a Complaint? Concern expressed by a patient or a patient s family representative regarding dissatisfaction with their care or service at UI Health Care Immediately resolved by staff present that meets the patient s satisfaction and no further follow-up is needed Examples: Communication between service providers on an inpatient unit Disagreement with treatment plans Cleanliness Delay in testing or clinic wait times Nursing concerns 11
12 What is a Grievance? Patient care issues not promptly resolved by staff present Is postponed for later resolution Is referred to other staff for later resolution Requires investigation Requires further action for resolution communicated in writing requested to be filed formally requesting a written response 12
13 What is a Grievance? Complaint that involves Centers for Medicare and Medicaid Services (CMS) conditions of participation Patient abuse, neglect or harm Medicare beneficiary complaints Medicare beneficiary complaints r/t rights and limitations, including billing issues 13
14 Examples of Grievances I am writing to you in expectation that there may be some internal process by which restitution may be made to me for the reckless mis-management of my care Mr. Kates, I am writing to tell you about the poor quality of service my daughter, Olivia, and I received at UIHC I am so bothered by the whole experience of that day, that I am tempted to give this information to the press and social media to vent my frustration When we left the department, I was so disappointed at the lack of response. I would like to speak with someone in upper administration regarding a serious problem of cruelty and abuse to an elderly patient by one of your employees 14
15 Grievance Response Office of The Patient Experience ALWAYS needs to be involved Written or Verbal acknowledgement of grievance provided within 5 working days of receipt of grievance If sent directly to Mr. Kates, Director of OPE is identified to respond in the acknowledgement CMS requires a 7 day resolution or progress report from acknowledgement Ad Hoc meetings as necessary Physician, Legal, Nursing, OPE, Financial services, etc. 15
16 Grievance Response Procedure Patient Relations Specialist will investigate the grievance Physician involved with be contacted Timeliness of response is critical Determine risk management review Response letter includes Who was responsible for reviewing Steps taken to review Outcome of review Potential corrective actions Regulatory information if needed Thank you-- ALWAYS Dissatisfaction with outcome contact information for Iowa Department of Inspections and Appeals & Joint Commission 16
17 Customer Relationship Management (CRM) Epic application Document complaints and grievances received Not visible in the patient medical record Not accessible through MyChart Real-time data collection Each incident is a separate but comprehensive entry Departmental pools for collaborative management DEO, Medical Director, Nurse Manager, Clinical Department Administrator Ability to trend information Quality, Safety, Satisfaction Faculty/staff behavior 17
18 CART and Termination of Care Charge Adjustment Review team (CART) Patient voices concern with the care provided and would like an adjustment to their bill Do not make statements promising that a bill will be waived or adjustments made Termination of Care Do not terminate patient-provider relationship without discussing with clinic, department leadership, and Legal team Evaluate the necessity to transition care to another provider Ensure negative patient behaviors are clearly documented in the medical record 18
19 Disruptive Behavior Taskforce Committee that meets monthly to review patients who display disruptive behavior BPA Guidelines to seek care at UI Health Care Care recommendations for staff working with these patients/family members 19
20 Thank You! Office of The Patient Experience Jonathan P. Bothell Director Steve Richmond Assistant Director -Patient Relations Specialists- Kathy Courtois, Allison Wright, Julie Stern, & Carol McEleney CC 102 General Hospital Phone:
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