managing patient satleadfor4-25-13

Managing Patient Satisfaction!LEAD SESSIONFriday, April 25, 2013UNMH Ortho Alfred Lopez Rt (R) ARRT AKA AL

*Welcome peopleIntroduce myself

Name, position, unit?

What is your #1 challenge right now regarding patient satisfaction?Introductions

*1. Identify service lines in audience for later discussions. Write service line headers (i.e. Inpatient, Medical Practice, Ambulatory Surgery, etc.) on Large Post It Pad and place along wall.

2. Add challenges to each service line that indicates a challenge

What is it? Whats your definition?

Why is patient satisfaction important?This thing called patient satisfaction ? Reference Book Pages 6-7

*Ensure we write notes on post it to summarize for next lead session modifications.

Reference Book Page 8

1.bin

*Talk through the visualization of the impact everyone has on patient sat

How does UNMH survey patients?

How many survey versions does UNMH utilize?

How many languages does UNMH survey in?

How does UNMH access patient satisfaction data? Measuring Patient Satisfaction at UNMH!Reference Book Page 9

*1. Survey Versions: Mailed & Behavioral Health hand distributes due to federal requirements against mailing to BH patients.

2. 14 patient surveys

3. 3, English Spanish Vietnamese

4. UNMH Internet & eCompass Online Software

Reference Book Page 10Patient Satisfaction scores over time (Inpatient)

summary

Patient Satisfaction Scores

200220032004200520062007

Jan - JuneJuly - DecJan - JuneJuly - DecJan - JuneJuly - DecJan - JuneJuly - DecJan - JuneJuly - DecJan - JuneJuly - Dec

Inpatient Score76.9077.2876.9077.7176.2778.0777.3378.5978.4777.9878.870.00

n32862662472253759383161759561012640

ED score69.6962.8864.2763.2169.0664.9565.7566.2967.3067.060.000.00

n29241837545740634954152460865600

Medical Practice Score84.4677.9178.3978.6478.7080.3080.6081.1081.9082.0082.800.00

n717671267172220011481158018662004187422420

Ambulatory Surgery Score84.4683.7682.1986.7788.2987.1188.1687.8089.1487.900.000.00

n249241391426355377468151978900

Inpatient Bx Health Score73.7176.2173.3477.7076.8577.0478.6283.1381.1281.180.000.00

n15925318721231643162434233323900

OutPt. Bx Health Score80.5470.5582.7679.4579.9780.5782.6984.4982.2185.480.000.00

n13311414015653347455834661169900

Test and Treatment Score81.2181.4281.9683.1184.3083.2283.2583.3884.2382.790.000.00

n61823310814820920435822918464300

Outpt. Oncology score80.7382.090.000.00

n34725900

Pt. Satisfaction Goals

200220032004200520062006


Inpatient goal78.679.38080.781.38080.1

ED goal69.571.874.179.680.5

Medical Practice goal79.881.182.48686.78383.4

Ambulatory Surgery goal85.686.587.488.388.8

Inpatient Bx Health goal78.979.680.380.981.6

OutPt. Bx Health goal80.681.983.286.487.2

T&T goal84.885.98789.790.1

OutPt. Oncology goal

Benchmark Data

200220032004200520062007


Inpatient (UHC)82.382.4582.4582.582.7582.582.5

ED (

Reference Book Page 11Patient Satisfaction scores over time (Medical Practice)

summary

Patient Satisfaction Scores

200220032004200520062007


Inpatient Score76.9077.2876.9077.7176.2778.0777.3378.5978.4777.9878.870.00

n32862662472253759383161759561012640

ED score69.6962.8864.2763.2169.0664.9565.7566.2967.3067.060.000.00

n29241837545740634954152460865600

Medical Practice Score84.4677.9178.3978.6478.7080.3080.6081.1081.9082.0082.800.00

n717671267172220011481158018662004187422420

Ambulatory Surgery Score84.4683.7682.1986.7788.2987.1188.1687.8089.1487.900.000.00

n249241391426355377468151978900

Inpatient Bx Health Score73.7176.2173.3477.7076.8577.0478.6283.1381.1281.180.000.00

n15925318721231643162434233323900

OutPt. Bx Health Score80.5470.5582.7679.4579.9780.5782.6984.4982.2185.480.000.00

n13311414015653347455834661169900

Test and Treatment Score81.2181.4281.9683.1184.3083.2283.2583.3884.2382.790.000.00

n61823310814820920435822918464300

Outpt. Oncology score80.7382.090.000.00

n34725900

Pt. Satisfaction Goals

200220032004200520062006


Inpatient goal78.679.38080.781.38080.1

ED goal69.571.874.179.680.5

Medical Practice goal79.881.182.48686.78383.4

Ambulatory Surgery goal85.686.587.488.388.8

Inpatient Bx Health goal78.979.680.380.981.6

OutPt. Bx Health goal80.681.983.286.487.2

T&T goal84.885.98789.790.1

OutPt. Oncology goal

Benchmark Data

200220032004200520062007


Inpatient (UHC)82.382.4582.4582.582.7582.582.5

ED (

How does UNMH access patient satisfaction data? Measuring Patient Satisfaction at UNMH!Reference Book Page 12

*This section may be skipped once you identify if everyone is familiar on where to access reports.

If everyone is clear skip it!


*

Essential Pages on PG Formal ReportsExecutive Summary

Unit pages (Question Analysis)

Percentile Score Pages

Comment Report Summary (management level)Reference Book Page 14

*Executive Summary is okay to print, gives you an overview of how the entire group is doing as a whole.

Unit Pages will break down the data by unit or clinic for comparison.

Comment Reports are never posted and can be accessed by requesting data from Executive Directors for your department or generating a comment report via eCompass.

PG Formal Report Executive SummarySample Page Reference BookPage 15

*CECILIA

THIS IS UNMH

PG Formal Report Unit Pages (Question Analysis)Reference Book Page 16

*CECILIA

THIS IS NOT UNMH

PG Formal Report Percentile Scores Reference Book Page 17

*CECILIA

THIS IS NOT UNMH

PG Comment Report Unit SummaryReference Book Page 18

*CECILIA

THIS IS UNMH

Managing and Developing to improve patient sat!Developing myself as a leader in Patient Satisfaction

Learn

Listen

Network

LeadershipReference Book Page 21

*Learn: how to access data and ensure you are reviewing data at least weekly. Take OPD Classes OPD\ecompassLead Sessions & personal coaches

Listen:to your unit staff members & patients while rounding.Patient, employee & physician satisfaction scores

Network:Talk with other unit members to identify best practices that could work on your unit (leaders you respect & admire)

Leadership:Practice being a good leader (integrity, trust\teamwork, accountability, reward\recognition)Utilize leadership guidance by attending monthly patient satisfaction meetings to keep informed of global improvement initiativesSeek out external resources (i.e. PG National Conference & Regional Workshops) to assist with improvements on your units.

Service Recovery: A ReviewHandling breakdowns = LASTL is for ListenA is for ApologizeS is for SolveT is for ThankReference Book Page 25

*If you havent already, look to establish a service recovery process on your unit. This process would heavily concentrate on the handling of concerns and complaints by all staff members working on your unit.

Ensure that staff utilizes the LAST process

1) Listen to the patient\employee without interrupting them. They need to get their concerns out in the open.2) Apologize for the inconvenience the person has experienced, there is no need to take blame or blame others. Simply apologize for what the person has encountered. 3) Find a solution. Ask them what you can do to make things better? If you cannot solve the problem, find the person that can.4) Thank the individual for the compliant. We cannot improve if we are unaware that issues exist.

What do I do with this information? Evaluate monthly reports generated in InfoEdge & create a unit specific action plan (step by step action plan on pages 29-30)

Identify viable improvement tips via Solution Starters

Utilize Online Forum to evaluate successful initiatives via other Press Ganey clients

ACTION PLANReference Book Page 28

*If you need a refresher course to generate custom reports - eCompass Basics Classes taught every third Thursday of the month via Learning Central Registration.

Solution Starters can be downloaded from Pager account or report can be generated by question topic on the Solutions tab on eCompass.

Online Forum is free access to anyone that has an eCompass account and can be very beneficial to research special topics. If you are unfamiliar with the program you can contact Customer Service Department for assistance on signing up.

(1) Gather unit scores for the last 6 months, and (2) your solution starters, begin to formulate a plan of action to improve scores in your unit.

Share and discuss with your entire unit.

NEXT STEPS FOR YOU:Reference Book Page 31

*

Reference Book Page 26 - 27Success Stories

*Reference stories in guide for later reading.

Best Practices:

After today, what will you and your unit

Start doing?

Continue doing?

Stop doing?


*Gather Info on post it notes to summarize both sessions and pass on to all units.

What would you like to see in future managing patient satisfaction sessions?

Please complete your evaluation & leave it on your table.

*Gather notes on Post it Notes.

Thank you!Contact Information:

Darlyne Hawkins 2-1686 or [email protected] or I. Cecilia Saenz 2-4388 or [email protected]

*

*Welcome peopleIntroduce myself

*1. Identify service lines in audience for later discussions. Write service line headers (i.e. Inpatient, Medical Practice, Ambulatory Surgery, etc.) on Large Post It Pad and place along wall.

2. Add challenges to each service line that indicates a challenge*Ensure we write notes on post it to summarize for next lead session modifications. *Talk through the visualization of the impact everyone has on patient sat*1. Survey Versions: Mailed & Behavioral Health hand distributes due to federal requirements against mailing to BH patients.

2. 14 patient surveys

3. 3, English Spanish Vietnamese

4. UNMH Internet & eCompass Online Software*Only service line we survey 100%.*Service line that demonstrates the most improvement with an upward trend line. *This section may be skipped once you identify if everyone is familiar on where to access reports.

If everyone is clear skip it!*

*Executive Summary is okay to print, gives you an overview of how the entire group is doing as a whole.

Unit Pages will break down the data by unit or clinic for comparison.

Comment Reports are never posted and can be accessed by requesting data from Executive Directors for your department or generating a comment report via eCompass. *CECILIA

THIS IS UNMH*CECILIA

THIS IS NOT UNMH*CECILIA

THIS IS NOT UNMH*CECILIA

THIS IS UNMH*Learn: how to access data and ensure you are reviewing data at least weekly. Take OPD Classes OPD\ecompassLead Sessions & personal coaches

Listen:to your unit staff members & patients while rounding.Patient, employee & physician satisfaction scores

Network:Talk with other unit members to identify best practices that could work on your unit (leaders you respect & admire)

Leadership:Practice being a good leader (integrity, trust\teamwork, accountability, reward\recognition)Utilize leadership guidance by attending monthly patient satisfaction meetings to keep informed of global improvement initiativesSeek out external resources (i.e. PG National Conference & Regional Workshops) to assist with improvements on your units.

*If you havent already, look to establish a service recovery process on your unit. This process would heavily concentrate on the handling of concerns and complaints by all staff members working on your unit.

Ensure that staff utilizes the LAST process

1) Listen to the patient\employee without interrupting them. They need to get their concerns out in the open.2) Apologize for the inconvenience the person has experienced, there is no need to take blame or blame others. Simply apologize for what the person has encountered. 3) Find a solution. Ask them what you can do to make things better? If you cannot solve the problem, find the person that can.4) Thank the individual for the compliant. We cannot improve if we are unaware that issues exist. *If you need a refresher course to generate custom reports - eCompass Basics Classes taught every third Thursday of the month via Learning Central Registration.

Solution Starters can be downloaded from Pager account or report can be generated by question topic on the Solutions tab on eCompass.

Online Forum is free access to anyone that has an eCompass account and can be very beneficial to research special topics. If you are unfamiliar with the program you can contact Customer Service Department for assistance on signing up.*

*Reference stories in guide for later reading.*Gather Info on post it notes to summarize both sessions and pass on to all units.*Gather notes on Post it Notes.*

managing patient satleadfor4-25-13

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