The Language of Caring at Children s Hospitals: Two Implementation Success Stories

Transcription

1 The Language of Caring at Children s Hospitals: Two Implementation Success Stories Webinar Presented by: Jill Golde, MS; Partner, Language of Caring, LLC Rhonda Anderson; CEO, Cardon Children s Med. Ctr. Rachel Biblow; Sr. Dir. Social Work, Family Relations & Family Services, Children s Hospital of Philadelphia Here you ll find: THANK YOU FOR JOINING US! Webinar Slide Presentation Notes Pages Info about our Blended Learning Programs and Implementation Services that Produce Lasting Breakthroughs in HCAHPS & CG- CAHPS Scores o Language of Caring for Staff o Language of Caring for Physicians Company Overview Link to sign up for HeartBeat - our tool-packed monthly e-newsletter and receive free toolkit gift 51 QUICK Employee Engagement Activities to Transform Your Meetings and Huddles

2 THE LANGUAGE OF CARING AT CHILDREN S HOSPITALS: TWO IMPLEMENTATION SUCCESS STORIES Jill Golde, Partner Language of Caring Rhonda Anderson, CEO Cardon Children s Medical Center Rachel Biblow Children s Hospital of Phila. For Technical Support call Press 1, then select the best option Language of Caring, LLC 2 WEBINAR LOGISTICS 60 minutes Questions? Type into Question or Chat box on the control panel at the right of your screen (see orange arrow) Click Send Program is recorded available online Technical problems: Call GoToWebinar Tech Support at Press 1, then select the best option for assistance 2015 Language of Caring, LLC 3 1

3 We partner with healthcare organizations to achieve an unparalleled patient experience and a culture of caring through exceptional communication. We offer 2 breakthrough skill-building strategies that elevate HCAHPS and CG-CAHPS scores. o Language of Caring for Staff o Language of Caring for Physicians Language of Caring, LLC 4 NEXT WEBINAR How to Deal with Difficult-For-Me-People Presented by Wendy Leebov Ed.D. Highlights In healthcare, we deal daily with people we find irritating or frustrating. There are also times when we must deliver messages that patients and families do not want to hear. Faced with unsettling behavior and the need to give unwelcome news, members of our care and service teams need to communicate with empathy, directness and tact. This webinar helps to reframe the concept of "difficult people" and strengthens key communication skills that, by turning up the warmth, turn down the heat. Tuesday, June 30, :00 pm 2:00 pm EDT 2015 Language of Caring, LLC 5 THE LANGUAGE OF CARING AT CHILDREN S HOSPITALS: TWO IMPLEMENTATION SUCCESS STORIES Jill Golde, Partner Language of Caring Rhonda Anderson, CEO Cardon Children s Medical Center Rachel Biblow Children s Hospital of Phila. For Technical Support call Press 1, then select the best option Language of Caring, LLC 6 2

4 2015 Language of Caring, LLC 7 TWO APPROACHES TO STRENGTHENING PERFORMANCE ON CAHPS SHOTGUN BOWLING 2015 Language of Caring, LLC COMMUNICATION AFFECTS EVERYTHING! Safety Engaged Patients Magnet Quality Caring Communication VBP: Bottom Line Risk Patient Ratings -CAHPS Patient Outcomes Market Share 2015 Language of Caring, LLC 3

5 LANGUAGE OF CARING ENABLES YOU TO Go deeper with communication skills that increase empathy and compassion, and reduce anxiety Focus on helping caring staff COMMUNICATE their caring Respect time constraints with brief, digestible 30-minute skill modules Enhance colleague communication and relationships Provide managers with rich tools for role modeling and coaching Invest in strengthening your culture of caring 2015 Language of Caring, LLC 10 CARING COMMUNICATING CARING 2015 Language of Caring, LLC 11 LANGUAGE OF CARING FOR STAFF: PROGRAM HIGHLIGHTS Ten Engaging, Interactive Skill Modules Based on evidence based research on best communication practices 1. Introducing the Language of Caring 2. Heart-Head-Heart 3. The Practice of Presence 4. Acknowledging Feelings 5. Showing Caring Nonverbally 6. Explaining Positive Intent 7. The Blameless Apology 8. The Gift of Appreciation 9. Say It Again with HEART 10. Language of Caring: From Good to GREAT 2015 Language of Caring, LLC 12 4

6 BEST PRACTICE IMPLEMENTATION Assessment, Groundwork and Planning Sustainability Leadership & Physician Engagement Learning Modules in Work Teams Facilitator Training Staff Engagement & Training 2015 Language of Caring, LLC SITUATION: (PATIENT TO CAREGIVER) IT HURTS! I WANT MORE MEDICINE NOW! What is your first response? 2015 Language of Caring, LLC 14 SITUATION: (PATIENT TO CAREGIVER) IT HURTS! I WANT MORE MEDICINE NOW! Head Responses: How would you rate your pain from 1 to 10 (with pictures)? You can have more medicine in 20 minutes. Where is your pain exactly? Let me see what else I may be able to get for you to help you feel better. Heart Responses: I m so sorry you re in pain! It must be very hard for you. I want to help you so you can feel better Language of Caring, LLC 15 5

7 4/28/15 THE IDEAL: HEART-HEAD-HEART COMMUNICATION It hurts! I want more medicine NOW! I m so sorry you re hurting. I want to help. Let me see what I can get for you that will help you feel better. I really want to help you feel better Language of Caring, LLC 16 Every Moment Matters: Patient and Family Experience at The Children s Hospital of Philadelphia Rachel Biblow MSW, LCSW Sr. Director of The Department of Social Work and Family Rela@ons/Services Kathy Conaboy, BA Pa@ent & Family Experience Program Manager Darlene Barkman, MA Family Consultant Main Campus: 535 licensed beds 26 operating rooms (7 additional ORs in Ambulatory Surgical Centers) Level I Trauma Center Richard D. Wood Pediatric Ambulatory Care Center Children s Seashore House, medical care and rehabilitation facility Leonard and Madlyn Abramson Pediatric Research Center Ruth and Tristram Colket Jr. Translational Research Building Buerger Center for Advanced Pediatric Care Children are treated at CHOP more than 1.19 million times a year. 6

8 The largest pediatric care network in the United States includes: 15 Specialty Care Centers 4 Ambulatory Surgery Centers 32 Primary Care prac;ces Over 10 community hospital affilia;ons Our Philosophy of Care Family- Centered Care Commitment to integrate the parent perspective in all we do so family members and patients are partners in our mission to provide the best, safest care possible. Recognition that including families in the decision making, whether for an individual patient or for a Hospital- wide initiative, ensures better outcomes and adds value. Extends far beyond customer service or providing amenities it is about the experience of care and the promise of partnership. Legacy of Success Position of Strength Recognized Internationally for Family- Centered Care leadership o Institute for Patient and Family Centered Care o Children s Hospital Association o Beryl Institute o HPI, IHI, IOM, ECRI Institute, PCORI o Designated leader for site visits and consults Industry Leader in Family- Centered Innovation o Family and Youth Advisory Councils o Family- Centered Care Grand Rounds o Family Partners Program o Family Voice Informing Policy and Allies in Safety o Family Participation in Bedside Rounds o Families Informing Design and Facilities Planning- - Buerger Center, Connolly Center, key Way- Ninding Initiatives 7

9 Innova;ve Family Involvement and Family Voice is embedded across the hospital the Footprint Keeps Growing FAC, YAC, New Employee Orientation Family- Centered Grand Rounds, Families present at bedside rounds, FCC Rounding Toolkit, Penn Doctoring 101 Families as Strategic Partners, Operating Committee members, Co- Chair Operating subcommittees with Clinical partners Families as partners in Patient Safety, RCAs, Simulation training, New Fellow and Resident training and ongoing education, Buerger Center: building for families with families Family Faculty Program, 1996 Promise of Partnership Toolkit, 2011 Youth Advisory Council, 1999 Family Partners in research, 2013 Family Partners Program, 2012 Family Advisory Council, 1994 Family Consultants, 1994 CHOP Safety Ini;a;ve, 2010 Connelly Resource Center for Families, 1996 Solu;ons for Pa;ent Safety Collabora;ve, 2015 Promise of Partnership: Language of Caring, 2012 Language of Caring Powerful Behavioral and Tools Expanded our Journey Used LOC as framework to bundle Family- Centered Care and training into simple and immediately- tools for staff Customized approach: Partnered Families with Clinical Staff to teach best and share success stories CommiSed resources and created for teams to train together Enlisted senior clinicians to expand the and drive sustainable, scalable change and experience improvements that are built to last 8

10 Language of Caring ShiYed Behaviors and Built awareness and acceptance across the by linking LOC skills with core concepts of Family- Centered Care Canvassed CHOP s Ambulatory Care Network Followed with penetra@on into Inpa@ent Clinical and Support areas: IS, Billing, Admissions, Scheduling, Supply- Chain, Human Resources Social Work, Child Life Endocrinology, Cardiology, ENT, Nephrology, Emergency Medicine, NICU, PICU Language of Caring Simple Tools Empowered Staff to Engage and Drive BeSer Experiences Staff connected with each other and with pa@ents and families in a profound and helpful manner Enhance our current Family- Centered Care culture of safety 100 % of all new CHOP Employees & Providers are introduced to skills at orienta@on Nearly a third of all staff and providers formally trained Overwhelming majority strongly agree or agree Language of Caring: Mo@vates them to apply 7 skills to their job/role Enhances their job /role performance Provides Heart- Head- Heart language supports for escala@ng safety concerns Next steps: Proac@vely Hard- Wire within organiza@onal training and educa@on frameworks Crea;ng safe, high quality care experiences together Family Partners, Family Consultants, Family Advisory Council Volunteers PT/OT Environmental Services FCC Programs; Family Resource Centers Social Work: Psychosocial Programming, Support Services Residents Welcome Desk Office of Feedback, Family Rela;ons Pa@ent and Family Experience Spiritual Care Fellows Labs Physicians Pa;ent and Family Experience Team Language Services Security Nurses 9

11 4/28/15 Con;nuous Communica;on for Success How do we know it s working? Lagging: Tradi4onal Surveys Instant: YVM Real- Time: Check- ins Staff Pa;ents & Families THROUGH THE EYES OF A CHILD RHONDA ANDERSON, RN, DNSc, FAAN, FACHE Chief Execu@ve Officer April 28, 2015 Today Think like a child thinks Ques@on like a child ques@ons Laugh like a child laughs Play like a child plays 10

12 Through The Eyes of A Child History of the covenant Design of the tower was based on the covenant Through the Eyes of a Child A Cardon Children s Medical Center Covenant What will I become? It s one of life s most important questions. And whether you are a child, a teenager, a grown up, or even an organization, the answer is important because it s a vital part of our endless search for meaning. So what will you become? It depends a lot on how you see things. If you look through the eyes of the skeptic, you may become frightened. If you look through the eyes of the realist, you may become jaded. If you look through the eyes of the expert, you may become controlling. But what would you become if you looked through the eyes of a beginner? Through the eyes of possibility? In other words, what would we become if we looked through the eyes of a child? In a kid s world, they see a land of wonder, of constant miracle, of unending surprise. And the only word that describes it is WOW! Children are easily amazed and always amazing. They can create for themselves a magical place where nothing is too outrageous and everything is possible. There are no boundaries, only dreams. And because what they build in their imagination is always real, each new discovery is met with unbridled joy. Children are always exploring, changing, growing. They are unencumbered with the way we ve always done it. Since everything is new, they are not afraid of the untried. Mistakes do not deter them. They are just a chance to try again, this time in a better way. They always seek to learn something new, to do something they could not accomplish yesterday. And when learning is fun, children are tireless. They never stop. It is their life. And what do children see when they look in the mirror, when they peer deep inside themselves? The whole world in miniature, of course. Because each thing they have looked upon, they have made a part of themselves. There is almost no sense of where they stop and where everything else begins. They are connected to it all, and they make a difference in it all. They are powerful beyond measure because at a moment s notice, children can sacrifice all that they are for all that they could become. Children are always asking, Why? They are curious. They are always wondering and wonderful. But there is one thing of which they are certain. They have no doubt of their uniqueness, no doubt of the fact there is no one else quite like them. And unless they are taught otherwise, there is nothing they can t do. So starting today, if we could have only one aspiration, let it be to see what they see. Because when we adopt their view of things, we will connect with them in a vibrant and vital way. And that relationship will make us all stronger. Let s build a place where kid s orders are just as important as doctor s orders. Let s build a place where boundless energy and youthful exuberance are the norm, not the exception. Let s use laughter as one of our key measures of success. And on those days when we don t see our work as an adventure, or ourselves as the most important difference, let s not trust our eyes, for our imagination is clearly out of focus. When we see everything we do through the eyes of a child, we will have reached our goal. And then it will dawn on us. We haven t healed the children. They have healed us. Our Models and Tac@cs that are Making a Difference 11

13 Family Centered Care and family centered care is an approach to health care that shapes policies, programs, facility design, and staff day- to- day It leads to beser health outcomes and wiser of resources, and greater and family Family Centered Care Ins4tute Partners Parent Advisory Council Teen Advisory Council Hospitalists Physician of the Month Family Centered Care Prac;ces Already In Place Parent Presence During Anesthesia (OR, ENDO, ONC unit, POTC, Radiology) Parent Presence during PICC line Parent Present for developmental screenings Parental Presence in treatments rooms Sibling in the PICU Parental Presence during (ER, PICU) NICU rounds 12

14 Pa;ent Whiteboards Mul;disciplinary Rounds It takes a team to put together the pieces How to involve the child/ family in the plan of care Language of Caring Why is LOC essen@al to our plan? How we implemented it The impact on staff, physicians and the culture Stories or examples of LOC in ac@on My role (model, support and sustain) 13

15 Language of Caring Ten Engaging, Interac;ve Skill Modules Based on evidence based research on best 1. Introducing the Language of Caring 2. Heart- Head- Heart 3. The of Presence 4. Acknowledging Feelings 5. Showing Caring Nonverbally 6. Explaining Intent 7. The Blameless Apology 8. The GiY of 9. Say It Again with HEART 10. Language of Caring: From Good to GREAT Physician Incen;ve Agreement Source Target Stretch Weight Communication with Physicians Composite NRC Picker 83% 84% 20% 14

16 QUESTIONS & COMMENTS, PLEASE! Jill Golde, Partner Language of Caring Rhonda Anderson, CEO Cardon Children s Medical Center Rachel Biblow Children s Hospital of Phila Language of Caring, LLC 43 FOR BREAKTHROUGHS IN THE PATIENT EXPERIENCE Contact: Jill Golde, Partner ; jgolde@languageofcaring.com Dorothy Sisneros, Partner ; dsisneros@languageofcaring.com 2015 Language of Caring, LLC 44 We partner with healthcare organizations to help them achieve an unparalleled patient experience and a culture of caring through exceptional communication. 15

17 Language of Caring for Staff the skill-building solution that drives the patient and family experience to a breakthrough level Help everyone in your organization speak the Language of Caring, so patients, families and coworkers feel their caring and become more trusting, less anxious, and engaged. The Results: An energized, gratified workforce, a stellar patient experience, improved safety, higher CAHPS scores, and better outcomes Typical Implementation Process Groundwork and Customization languageofcaring.com Leadership Kickoff Facilitator Training Employee Jumpstart Workshops Learning Modules and Habit-Building in Work Teams Phased Learning: Ten Modules Developed by Wendy Leebov, Ed.D., best-selling author and patient experience expert 1. Introducing The Language of Caring 2. Heart-Head-Heart Communication 3. The Practice of Presence 4. Acknowledging Feelings 5. Showing Caring Nonverbally 6. Explaining Positive Intent 7. The Blameless Apology 8. The Gift of Appreciation 9. Say It Again with HEART 10. The Language of Caring: From Good to GREAT Features z Managers lead! z One skill at a time z Short team sessions under 30 minutes z Compelling videos shot on location at Banner Health z Built-in feedback and habit-building z CEU-ready z Web access to all resources on the Language of Caring Client Portal Achieving an unparalleled patient experience and a culture of caring through exceptional communication!

18 Watch the introductory video and learn more by visiting: The Language of Caring for Staff z Creates alignment by developing a common language and skill set for caring communication z Mobilizes employees as engaged contributors who together create a community of caring z Makes other initiatives, like rounding, pain management and reducing readmissions, more effective z Encourages empathic communication, engagement and partnership the keys to patient and familycentered care z Leads to improved safety, better outcomes and higher CAHPS scores Spoken from the Heart We re seeing that our associates are engaging patients. They re thinking about what they re doing and saying. They re practicing the skills over and over. Our scores? We ve seen steady incremental improvement month after month since we started the Language of Caring. Rob Gould, CEO Banner Desert Medical Center; Mesa, AZ Language of Caring is a game-changer. The Language of Caring has helped PeaceHealth ensure that our organizational vision Every person receives safe, compassionate care; every time, every touch is an intention and a reality. Mary Lockhart, PhD, System Program Manager for Patient Experience PeaceHealth Among Language of Caring Clients Hospitals and Health Systems z Banner Health multiple states z Fox Chase Cancer Center, PA z Humility of Mary Health Partners, OH z Johns Hopkins Medicine; MD z MD Anderson Cancer Center, TX z Memorial Hermann Health System, TX z Providence Health and Services multiple states z St. Joseph Regional Medical Center, ID z St. Mary s Hospital and Regional Medical Center, CO z WellSpan Health, PA Medical Groups z Harvard University Health Services z Children s Hospital of Philadelphia Care Network z New England Quality Care Alliance z Mount Auburn Cambridge Independent Providers Association z PeaceHealth St. John Medical Center Physicians z Safety Net Institute - 15 Clinics, CA Connect with us! Jill Golde, Partner jgolde@languageofcaring.com Dorothy Sisneros, Partner dsisneros@languageofcaring.com languageofcaring.com

19 Language of Caring for Physicians empower physicians to deliver on the promise of patient-centered care Realities 1. Anxious, vulnerable patients and families 2. Penalties for static CAHPS scores 3. Consumer scrutiny and the social media grapevine 4. Fierce competition 5. Preventable malpractice claims 6. Job stress and time pressure Strengthen physician communication and everyone benefits. languageofcaring.com Improved Outcomes Higher Scores Coworker Support Patient Respect and Loyalty More Fulfilling Work Higher Earnings Personal Growth Improved patient and family experience Phased Learning: Eight Modules Developed by Wendy Leebov, EdD and Carla Rotering, MD; grounded in evidence-based best practices 1. The Communication Solution 2. Mindful Practice 3. Collaboration and Teamwork 4. Effective Openings and Closings 5. Engaging Patients and Families as Partners 6. Communicating with Empathy 7. Effective Explanations 8. Hard Conversations Groundbreaking Physician Engagement and Development Program z Strengthens communication competencies essential to effective care and physician satisfaction z Blended learning joins the best aspects of face-toface with video and web-based tools z Language of Caring coaches help you tailor the optimal implementation plan z Eight compelling videos filmed with staff at MD Anderson Cancer Center Achieving an unparalleled patient experience and a culture of caring through exceptional communication!

20 Watch the introductory video and learn more by visiting: The Language of Caring for Physicians z Engages physicians as partners in providing the remarkable patient and family experience z Improves team communication and collaboration z Improves CAHPS scores, clinical outcomes, patient loyalty, and pay-for-performance z Promotes physician satisfaction and fulfillment z Respects physicians significant time constraints z CEU-ready Comprehensive Resources Spoken from the Heart The Language of Caring has already helped me improve my ability to convey empathy in my conversations with patients, clinicians and hospital staff. It would have been nice to have this course 20 years ago when I was in residency Douglas Cutler, MD Medical Director, Care Coordination Banner Thunderbird Medical Center The Language of Caring is like having my own personal guide teaching me the art of medicine. My patients and even their family members are thanking me for the care and attention I have provided them even though the amount of time I spend with them hasn t changed. This should be made a mandatory course in every medical school curriculum. Dr. Thomas Corson Emergency Physician, Banner McKee Medical Center Among Language of Caring Clients z MD Anderson Cancer Center (TX) z St. Rita s Medical Center (OH) z Truman Medical Centers (MO) z Providence Regional Medical Center Everett (WA) z WellSpan Health (PA) z Banner Health (AZ, CO, WY, AK) z Cardon Children s Hospital (AZ) z PeaceHealth (WA, OR, AK) z Valley Health (VA) Connect with us! Jill Golde, Partner jgolde@languageofcaring.com Dorothy Sisneros, Partner dsisneros@languageofcaring.com languageofcaring.com

21 Company Overview: LANGUAGE OF CARING, LLC Who is Language of Caring? Language of Caring is a healthcare consulting firm owned by partners Wendy Leebov, Jill Golde and Dorothy Sisneros. This powerhouse trio shares a passion for reshaping healthcare organizations to become communities of caring that ensure an exceptional patient, family and team experience. We ve served as healthcare leaders, organization development professionals, instructional designers, strategists, and coaches. And, we ve enlisted and certified a talented, committed team of physician and nurse leaders, trainers and team-builders who serve our clients as coaches, strategy partners and facilitators. What We Do We effectively engage physicians, nurses, and everyone on the healthcare team in mastering and using Language of Caring s concrete communication skill set to achieve: z Patient engagement and patient and family-centered care z Exemplary CAHPS scores and a reputation as provider of choice z Optimal reimbursement under Value-Based Purchasing z Greater alignment, inspiration, collaboration and engagement among the entire healthcare team z And improved patient outcomes We develop healthcare teams who speak the Language of Caring and deal effectively not only with patients medical needs, but also with their anxieties, fears, and concerns. We help organizations breathe new life into existing strategies and move performance to a breakthrough level. languageofcaring.com It has been an absolute pleasure to work with the Language of Caring team in two different healthcare systems to create a differentiating culture of compassion. The training content is fabulous simple to understand and extremely effective with patients and coworkers. The Language of Caring team exemplifies service excellence by partnering with us to address our unique needs. They have provided inspirational training and assistance as we work to create unsurpassed customer/ employee-centered service. Tracy Tannenbaum VP, Service Excellence We engage hearts and minds, and the results are palpable. Achieving an unparalleled patient experience and a culture of caring through exceptional communication!

22 SIGN UP HERE FOR OUR FREE MONTHLY E-NEWSLETTER (insights, tips & tools) ON THE QUALITY PATIENT EXPERIENCE...and GET YOUR FREE COPY of Icebreakers, Energizers and Mind-Benders: 51 QUICK Employee Engagement Activities to Transform Your Meetings and Huddles Achieving an unparalleled patient experience and a culture of caring through exceptional communication! languageofcaring.com