Patient Experience: Good to Great! April, 2016 Angela Kramer & Nancy Burden FSASC Quality & Risk Management Conference April 2016 Renaissance Orlando at SeaWorld OBJECTIVES Upon completion of this presentation the learner will be able to 1) Describe OAS CAHPS 2) Explain techniques used to improve patient experience in the ASC 3) Identify the relationship between team member engagement and patient experience 1
OAS CAHPS Outpatient & Ambulatory Surgery Community Assessment of Healthcare Providers and Systems 3 OAS CAHPS 4 2
OAS CAHPS Currently voluntary Approved survey vendors conduct the survey on the behalf of the ASC www.oascahps.org www.medicare.gov 5 The survey, page 1. 6 3
The survey, page 2. 7 The survey, page 3 8 4
ASC and HOPD responsibilities Contract with an approved OAS CAHPS vendor to conduct the survey Deliver secure patient information file at least monthly to vendor Work with vendor to submit data monthly or quarterly to the OAS CAHPS Data Center Review data submission for timely and accurate submission 9 2015 ASC Patient Experience Scores Based on Overall rating of care (Press Ganey Top Decile= 90.9%) Threshold Goal: 84.2% (50th percentile) Target Goal: 86.7% (70th percentile) Stretch Goal: 90% (90th percentile) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2015 #1 94 88 94 94 83 96 85 95 92 95 95 97 #2 85 87 87 88 90 88 89 92 83 93 98 100 90.1% #3 100 88 86 89 76 87 83 83 100 93 85 85 #4 100 89 91 88 100 83 93 90 100 98 96 96 10 5
How did we do that?? Patient Experience 11 The Basics From The Beryl Institute: Patient Experience is defined as: 12 6
Focus on this Interactions: PEOPLE, and processes, policies, communications, actions, environment Culture: PEOPLE, and vision, values, beliefs, norms Perceptions: PEOPLE, and their experiences, beliefs, values, background. What is recognized, understood, and remembered by PEOPLE? Continuum of Care: PEOPLE, before, during, and after delivery of care 13 Great ideas come from great conversation Enjoy high patient experience scores Start here: Ask for good ideas Watch for happiness Implement their ideas Reward winning ideas 14 7
What worked for us Personalize the admission process Scripting Keep the patient and family informed Make the waiting area inviting Send a thank you card 15 Wrap it up with a bow! Formalize ideas Consider a Patient Experience Handbook or dedicated intranet page If you have multiple locations, ensure the message is clear and standardized Educate staff Assign monthly rounding to check for compliance and opportunities 16 8
But that s not all Patient experience can t be fixed by focusing on spa-like amenities, instead focus on changing the culture of an organization Team Member engagement Recruitment Training Accountability 17 It s about the people A business succeeds not because it is long established or because it is big, but because there are men and women in it who live it, sleep it, dream it, and build great future plans for it. -J. W. Marriott 18 9
Communicate Consistent interaction with staff, patients, physicians Ask open-ended questions Listen Take action 19 Team Member Engagement Meet needs Take good care of your employees and they'll take good care of the patients Tell them why Clear expectations 20 10
Here s the formula warm + friendly + hard worker genuine interest in helping others = the right person 21 Here s the formula. NOT THERE SHOULD BE A SPECIAL PLACE IN HELL FOR THE INVENTOR OF THE CALL LIGHT 22 11
Recognition Detailed positive feedback Make it meaningful Be sincere Develop high performers to their full potential What if you don t train them and they STAY?! What if I spend all this time and money to train them and they LEAVE?! 23 Set the Pace Understand and meet needs Be involved in the details Ask for input Encourage mentorship Follow through 24 12
Set the Pace Respect people enough to tell them the truth Stop letting low performance slide Don t be all business Habitually manage on the floor Continuously reevaluate and challenge 25 Assessing Customer Service -- Competencies 26 13
It s Good now Make it Great! 27. Questions? 28 14