IMPROVING THE PATIENT EXPERIENCE TO BUILD CUSTOMER LOYALTY An ACHE program presented by Jake Poore President, Integrated Loyalty Systems 1
JAKE POORE President & Chief Experience Officer, Integrated Loyalty Systems Unlike typical trainers or keynote speakers, Jake Poore spends most of his time in the trenches of healthcare, working side by side clinical and non-clinical care team members on every step of the patient experience. You may find him shadowing a nurse on a medical-surgical floor, observing pre-op surgery, secret shopping the waiting room of a doctor s office or conducting patient focus groups. OFFICE 13538 Village Park Drive Suite 120 Orlando, FL 32837 PHONE 407.859.2826 EMAIL Jake.Poore@WeCreateLoyalty.com WEB www.jakepoore.com www.wecreateloyalty.com LINKEDIN Jake Poore FACEBOOK Jake Poore TWITTER @jakepoore As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should... he spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses. In 1996, Jake helped launch the Disney Institute, the external training arm of Disney that sold its business secrets to the world. 80 percent of the people who attended the Institute were from healthcare and Jake s passion for helping to improve healthcare began. Just after September 11, 2001, Jake launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. For the past 16 years, Jake and his team of experts have been sharing the organizational blueprints needed to build world class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies patient experience strategy and map out and operationalize the ideal patient and employee experience. Team ILS has successfully helped many healthcare organizations make cultural transformations including: Kaiser Permanente, Cigna Medical Group, Augusta Health, Dignity Health and their 75 medical practices, Baystate Health, Penn Medicine, Ochsner Health System, National Rehabilitation Hospital, and BJC Healthcare s ProgressWest Hospital. Jake is faculty for ACHE and for the past 6 years has been teaching a 2-day course sharing the blueprints for designing exceptional patient experiences. In his free-time, he enjoys sailing, golf, and photography. He lives in Orlando with his wife and their three beautiful children. 2
TO CREATE A CULTURE OF Operational Silos LACK OF: Vision Common Goals Focus Accountability Consistency 3
YOUR JOB IS TO BRIDGE THE GAP TO CREATE AN ALWAYS PLAYBOOK We Unite Healing and Humankindness Delivering the MMG Way...Always! Our Always Playbook Quality And develop new protocols that include both! Quality NOTES: 4
CASE STUDY: DISSECTING THE CULTURAL BLUEPRINTS FOR WALT DISNEY WORLD COMPANY Walt Disney World - 43 Square Miles 25-35 million Guests visit each year An average Guest will interact with 60-70 Cast Members per day 65,000 Cast Members (24 unions) 35,000 contract employees 1442 Different job descriptions, but everyone has just one ROLE in the show: We by providing the finest in entertainment for people of all ages, every where. This Disney Service Theme serves as a guiding compass to help every Cast Member to always remember which way True North is in this company. This is an internal statement only to help align and focus 100,000 employees toward one end in mind...the sum of all interactions at the end of a Disney vacation ( together, we helped create happiness for this guest or these guests. ). Disney s TRUE NORTH Question to think about: In our organization, what is your True North? What 3-5 words unite every single employee toward one end in mind, where everyone knows their Role on the Care Team (not just their job title or job tasks)? What do you create as a sum of all interactions? We 5
DISNEY CASE STUDY: Dissecting the TYPICAL DISNEY GUEST EXPERIENCE Disney s Experience Map We must strive to be PICTURE PERFECT : How does this Disney Security Officer, Bob, create happiness? Two-Finger Point = Eye Contact = Smile = Name Tag - 3 things Radio = Sets next person up to be a Service Hero. Hand-overs vs. Hand-offs. 6 How do you know trust has been built in < 3 secs?
ALIGNMENT AND EMPOWERMENT STARTS WITH ONE COMMON PURPOSE, AND PRIORITIZED STANDARDS We must create a clear line of sight that helps every cast member know their role or contribution in helping to create happiness for each individual guest...always. So, what is your TRUE NORTH? Disney s True North WE CREATE HAPPINESS BY... COURTESY EFFICIENCY SAFETY SHOW (The Product /Job Tasks) Above are the Disney Service Standards (or Operational Priorities) that help empower every Cast Member to Create Happiness by doing all four standards in this order. 7
DEVELOPING OPERATIONAL PRIORITIES TO DEAL WITH EVERY DAY DILEMMAS True North SAFETY / QUALITY PRODUCTIVITY / EFFICIENCY COMPETENCY COMPASSION Operational Priorities What do we put first? What do our patients put first? 1. 1. 2. 2. 3. 3. 4. 4. 8
DEVELOPING PATIENT-DRIVEN OPERATIONAL PRIORITIES National patient satisfaction surveys reflect what matters most to customers: Competency % 60% 30% 9% Compassion Efficiency/ Productivity % % 1% Safety/ Quality % 1. 2. 3. 4. 9
THE DISNEY DIFFERENCE MEANS LOOKING THROUGH ALL 4 LENSES OF THE GUEST EXPERIENCE GUEST LOYALTY DRIVERS? 2. 4. ss Pe op l e e oc Pr ic ys Ph al Pr od nm ro vi R Fo ide uc H od s/ ot A t el & ttr ro Be ac om ve tio ra ns ge,, En t en 1. 10 3.
DISSECTING YOUR EXPERIENCE FROM THE PATIENT S POINT OF VIEW Our Operational Priorities Physical Environment PEOPLE PROCESS 1. 2. 3. 4. 11
IMMEDIATE NEXT STEPS 1. Alignment: Create one common purpose or True North 3. Capture the Voice of the Patient - Be Patient Driven 4. Empowerment: Create one set of Operational Priorities 5. Standardize: Build your Department Always Playbook 6. Reward it when you see it and hold accountable when you don t 7. Recruit & Onboard for it. Exceptional Patient Experiences 12
BIBLIOGRAPHY OF ADDITIONAL RESOURCES HCAHPS and the Metrics of Patient Experience: A guide for hospitals and hospitalists. Hospital Medicine Practice. June 2015. Volume 3, Number 6. Cognitive, Emotional Memory Disconnect Impacts Patient Satisfaction, September 8, 2015. Thomas McIlraith, MD, SFHM, CLHM, The Hospitalist. http://www.the-hospitalist.org/article/cognitive-emotional-memory-disconnectimpacts-patient-satisfaction/ Looking to Improve Financial Results? Start By Listening To Patients Improving patient satisfaction can have a direct impact on your hospital s reputation and financial results. http://www.pressganey.com/documents/research/hospitals/roi%20resources/ 1008_HFM_Hall.pdf?viewFile Outside-In Approach to Design and ROI of Patient Experiences http://www.beyondphilosophy.com/blog/outside-in-approach-to-design-and-roi-ofpatient-experiences Hospital Team Spirit Affects Heart-Attack Survival http://abcnews.go.com/health/heart-attack-care-organization-key-top-cardiologyhospitals/story?id=13133419&singlepage=true Why Customers Will Pay A Premium For Basic Human Decency Forbes. March 19, 2014 http://www.forbes.com/sites/robasghar/2014/03/19/why-customers-willpay-a-premium-for-basic-human-decency/#405012c23458 When Culture and Strategy Collide Jake Poore. Healthcare Executive Magazine, American College of Healthcare Executives http://www.wecreateloyalty.com/whenculture-and-strategy-collide/ Coming soon! 99 Lessons Learned from Disney to Improve the Patient experience. A new book by Jake Poore in 2017. 13