patient experience body of knowledge metrics and measurement domain team kick-off conference call

Patient Experience Body of KnowledgeMetrics and Measurement Domain Team

Kick-Off Conference Call

www.theberylinstitute.org

July 27, 2012

Metrics and Measurement Domain Team Name Role Organization

John Murray(Team Leader) Director, Patient Experience Memorial Hermann

Jan Althouse Patient Satisfaction Coordinator Cook Children's Health Care System

Melissa Anderson Director, Patient Experience The Nebraska Medical Center

Linda Melillo Director of Patient Experience Spaulding Rehabilitation Network

Julie O'Shaughnessy Executive Healthcare Service Consultant Avatar International

Pam Prissel Director of Customer Service Mayo Clinic Health System, in the NW Region

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Introductions

Please quickly introduce yourself to the group by sharing:• Your name• Your title• Your organization• Your location (i.e., City, State, Country, etc.)• Why you have volunteered to serve on this team and

contribute to the Patient Experience Body of Knowledge process

• What do you enjoy doing away from work?


What is the Patient Experience Body of Knowledge?

The Patient Experience Body of Knowledge is a framework to capture the knowledge central to the role of the patient experience leader.

The intention of this work is to develop a broadly accepted set of domains and associated skills that fully reflects the core accountabilities associated with being an effective patient experience leader.

This work will help to frame the field of patient experience, define its core ideas and provide a clear foundation of knowledgethat will support the consistent and continuousdevelopment of current and future leaders in the field.

4www.theberylinstitute.org

Body of Knowledge - Key Phases


July - Sept 2011

Oct - Nov 2011

Dec 2011 - Jan 2012

Jan - Feb 2012

Mar - Apr 2012

June 2012

July – Sept 2012

Oct – Dec 2012

2013

PE Workgroup Brainstorming and Model Development• Mind Mapping• Generation of Phase I Domain Model

Comparative Review• Comparative review of existing programs and PX leader job descriptions• Phase II feedback template created

Invited Comments• Invited comment period and focus groups with established groups.• Participants from the US, Canada and the UKContent Preparation• Review of Phase II comments and from over 100 individuals. Over 350 pages of data reviewed,

domains edited and final framework created for open comment period

Open Comment Period• 6-week period to engage voices of healthcare leaders, patients and families• 5 virtual focus groups covering every proposed domain of knowledge

PX Body of Knowledge Domain Teams Identified• Volunteers confirmed• Team Chairs Identified

Content Framing• Domain teams will meet virtually to brainstorm content central to their topic• Outcome is content outline that could support a 3-4 hour learning module

Course Development and Certification Planning• Course development in order of priority, piloted and rolled-out once available• Initial testing frameworks formed for certification, including requirements, tests, recertification, etc.

Course Roll-out and Certification Development• Full complement of courses available by end of Q1 2013• Initial offering/Pilot of Certification exam targeted for Fall 2013

We are here!

Body of Knowledge - DomainsDOMAIN DOMAIN OBJECTIVE

History: Customer Service to Service Excellence and Patient Advocacy to Patient Experience

Understanding of the core concepts of service excellence and the patient experience, their history, general context setting and core knowledge overview.

Healthcare Leadership & Management Understanding of the principles of healthcare management and leadership, from financial acumen to strategic planning.

Communication Understanding of interpersonal communication skills and processes for communicating about patient experience efforts.

Organizational Effectiveness, Performance Improvement, & Change Understanding of the processes to address organizational effectiveness, change management and improvement.

Employee Engagement Understanding of the processes to engage and reward staff at all levels in key aspects of patient experience.

Coaching & Developing Others Understanding of the effective design and delivery of learning and development and coaching of others in working to achieve desired outcomes.

Cultural Competence and Diversity Understanding of the impact that diversity and difference plays in the design and delivery of effective patient experience efforts.

Patient & Family Centeredness Understanding of the various Patient & Family Centered Care models and how to identify and implement their underlying concepts.

Experience Design Understanding of how to design the overall experience, including engaging customer voice, marketing, etc.

Clinical Partnerships Understanding how to establish and sustain effective clinical (physician and nurse leader and practitioner) relationships and ensure engagement with patient experience plans.

Service Recovery & Feedback Management Understanding the models and processes for establishing effective service efforts and managing recovery efforts.

Hospitality & Healing Services Understanding the scope, structure and influence of critical hospitality and healing touch-points that can influence and impact overall experience.

Technology Application Understanding the range of technology that can influence patient experience and how to integrate into experience efforts.

Metrics & Measurement Understanding the components of an effective measurement process, including the identification of key metrics and the use of data.

Policy & Regulatory Issues Understanding of the policy and regulatory issues that influence or impact patient experience efforts.


D1 D2 D3 D4 D5 D6 D7 D8 D9 D10 D11 D12 D13 D14 D15

Domains of Knowledge

CONTENT DEVELOPMENTTeam of 5-7/domain, supported by SMEs & aligned orgs

• Learning Modules• Continuing Education content• Resource Libraries, How to Guides & Toolkits

DEVELOPING THE FIELD

Where We Are Going

CERTIFICATION PLANNINGOversight Board and Testing Expert

• Qualification and Testing• Continuing Education Requirements• Recertification Process

DEVELOPING THE FIELD

ROLE DEVELOPMENT & ADVOCACY

• PX Leader Description• Executive Advocacy – “What you need”• Search Firms – “What to look for”

SHAPING THE FIELD

CURRENT TALENT DEVELOPMENT

REINFORCING THE FIELD

FUTURE LEADER DEVELOPMENT

EXPANDING THE FIELD


Feedback on BOK Domains….• I think overall the domains speak to the entire patient experience…

• I think it’s a good overview regardless of if you’re just starting out or if you’ve been on the journey for a while and it’s a good reminder of do you have all these things in place, and if not, what are the plans to touch upon some of the other elements.

• I like that it was broken down into so many specific areas. So

often these things are lumped together into bigger categories and then some of those individual actual items aren’t addressed…so I liked the fact that it was very specific.

• Very comprehensive! My only concern is it may be too much. I guess though if you are "chunking" it out in small modules over time that would help.

• As I reflect on the body of knowledge as a holistic system, I'm wondering if you could reorganize this into a progressive tiered body of knowledge? Are there possible tiers such as entry-level and senior leader? Beginner or advanced?


Feedback on BOK Domains….

• This is amazing. A great list of what the "perfect" Patient Experience Leader/Director should aspire to within their organization. Some are obvious must haves/must do's. Others are no doubt handled at varying levels, and highly dependent upon size of organization and funding/support available. When can we get started on the certification process?

• I think this is just awesome. [While] there may be competitive differences. What I love about this group is that this group is not about competition, it’s about the patients. I love it, I love being part of this group.

• Great job of synthesizing this huge kind of somewhat disparate sections of what it takes to really improve the patient experience, and I think it will be nice to have a central repository for all of this information.

• Development of a Patient Experience Body of Knowledge will truly help take healthcare professionals responsible for the patient experience to the next level.


Next Steps

June 2012PX Body of Knowledge Domain Teams Identified• Volunteers confirmed• Team Chairs Identified

July – Sept 2012Content Framing• Domain teams will meet virtually to brainstorm content central to their topic• Outcome is content outline that could support a 3-4 hour learning module• Content development will be supported by “cross-pollination” by team chairs who

will meet monthly to update one another on progress.• All content suggestions will also be made available for comment to participants• Modules will be revisited for priority order to support course development

Oct – Dec 2012Course Development• Course development will begin in order of priority determined• Courses will be designed, piloted and rolled-out once available• Alternative venues for delivery will be determined and implemented• With course development initial testing frameworks will be formed for certification,

this will include requirements, tests, recertification requirements and grandfathering

2013Course Roll-out and Certification Planning• Course development will continue as needed in early 2013• Continued development of certification test development• Full complement of courses available by end of Q1 2013• Initial offering/Pilot of Certification exam targeted for Fall 2013


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Next Steps

The domain module development process will provide both an outline and suggested content for each learning module contained in the Patient Experience Body of Knowledge.

Teams of 5 to 7 individuals will meet virtually to consider content for each domain.

Each team will be led by a team lead. The role of the team lead is to gather team members and guide a process to complete a module outline for the assigned topic area.


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Next Steps

Virtual Meeting Process (July – September 2012)Domain teams will meet via phone/Webex to develop the outline and key components of each module. Teams will be provided the content summaries gathered through the series of invited and open comment periods for review for their specific domain. The objective statement for the domain should frame development of content. Deliverables for each team will include:• Learning objectives: 3-5 key take-aways from the module• Content outline: What should be included in the module to ensure the

achievement of the learning objectives. The outline should provide suggestions for content, flow, and timing.

• Key supporting materials: What outside materials/resources should be considered as part of this module? This includes learning material, outside organizations, etc.

• Suggested assessment questions: What would someone who mastered this module need to know? What questions would you suggest to accomplish some measure of understanding?


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Next Steps

Chair checkpoints and final report outs (August/September 2012)Chairs will gather for a checkpoint call in mid August. This call will provide a 5-minute update on each of the team’s progress and allow for discussion and sharing among teams as they conclude their work. Team chairs and all contributors will be invited to participate in this dialogue. In conjunction with this effort a forum will be available through The Beryl Institute website that will provide for virtual dialogue and feedback opportunities with the broader community. Domain module design (September – December 2012)Outlines from each team will be expanded with the assistance of an instructional designer. Final programs will be developed and formats set. Delivery options will also be finalized and pilot offerings for the first few domains made available.


Domain TemplateDOMAIN NAME: Metrics and Measurement

DOMAIN OBJECTIVE: Understanding the components of an effective measurement process, including the identification of key metrics and the use of data.

DOMAIN LEARNING OBJECTIVES (3-5):

DOMAIN OUTLINESection I… Name:

Objective:Outline of Concepts

Concept 1 with key learning componentsConcept 2 with key learning componentsEtc…

Key learning point(s)/take awayContinue for as many sections as are suggested for specific module… OUTSIDE RESOURCES/SUPPORTING MATERIALS TO CONSIDER:(Provide a list of all suggested materials) SUGGESTED ASSESSMENT QUESTIONS:(Can be offered for each section or for the overall module)

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Support Provided

• Domain summaries and raw data (posted on Beryl Forum)

• Webex number/access and recording capacity

• Online forum for communication and connection in between calls

• Other needs?

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Suggested Content – from Public Consultation

METRICS & MEASUREMENT

Understanding the components of an effective measurement process, including the identification of key metrics and the use of data.

Summary of Content Suggestions Listening to patients/family - Focus Groups, Mystery Shopping, etc. Understanding, managing and coordinating patient survey administration - survey

methodologies/vendors. Data analysis & validity – segmentation. Goal-setting. Results analysis, reporting and action planning – providing data in a way that is accessible,

usable, and actionable. Market analysis. Quantitative and qualitative research methods & data analysis. Data management. Determining ROI. Methods for keeping staff informed of Patient Experience scores on ongoing basis. Real time data opportunities such as Patient and Family Advisory Councils, Patients on

hospital committees, Patient family shadowing, etc. Use of Patient and Family Stories to drive change.

Full ‘raw data’ file from BOK data collection process is available on the Beryl Institute Forum:http://www.theberylinstitute.org/forums/

http://www.theberylinstitute.org/forums/

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Next Steps

Virtual Meeting Process (July – September 2012)Domain teams will meet via phone/Webex to develop the outline and key components of each module. Teams will be provided the content summaries gathered through the series of invited and open comment periods for review for their specific domain. The objective statement for the domain should frame development of content. Deliverables for each team will include:• Learning objectives: 3-5 key take-aways from the module• Content outline: What should be included in the module to ensure the

achievement of the learning objectives. The outline should provide suggestions for content, flow, and timing.

• Key supporting materials: What outside materials/resources should be considered as part of this module? This includes learning material, outside organizations, etc.

• Suggested assessment questions: What would someone who mastered this module need to know? What questions would you suggest to accomplish some measure of understanding?


Proposed action steps (for discussion)

• Break down deliverables into smaller weekly ‘chunks’ over the next few weeks.

• Identify weekly task assignments for group, using Forum to share thoughts and ideas so we don’t need to rely on the conference calls to complete our deliverables. (note: all conference calls/webex sessions will be recorded for those unable to attend on any particular date)

• Check in on progress at end of each week by conference call/webex (aim for 1 hour maximum) and at that time set goal for the following week.

• John to keep team updated with weekly email summary of call and assignments for the next week.

Proposed Work Plan/Schedule (Draft)

Week Goal Forum Collaboration & Discussion Check-in Call/Webex(Friday at 11am CST)

1• Review Raw Data• Identify Domain Learning Objectives (3-5)• Identify possible Outside Resources/Supporting Materials

July 30 – Aug 2 Aug 3

2 • Identify possible Sections of the learning module• For each Section, specify the Learning Objective

Aug 6 – 9 Aug 10

3• Develop Section Material (Part 1 of 3)• Consider the Concepts to be addressed within each Section,

and specify Key Learning Components and Take aways

Aug 13 – 16 Aug 17



Aug 20 – 23 Aug 24



Aug 27 - 30 Aug 31

6 • Suggested Assessment Questions• Final Review

Sept 3 - 6 Sep 7

The time allowed for this phase

can be adjusted, based on

number of sections

and complexity

Week 1 WWW Plan (DRAFT)

Week Goal Forum Collaboration & Discussion Check-in Call/Webex(Friday at 11am CST)

1• Review Raw Data• Identify Domain Learning Objectives (3-5)• Identify possible Outside Resources/Supporting Materials

July 30 – Aug 2 Aug 3

What Who When

• Review Raw Data and summary materials posted on Beryl Forum All Team Members Mon, July 30 – Thu, Aug 2

• Post Slides and Recording of Webinar to Forum for future reference

John Mon, July 30

• Set-up Conference Calls/Webex sessions for six weeks and email team members Outlook meeting requests Webex meeting links

John Tues, Jul 31

• Create Forum discussion threads on (1) Possible Learning Objectives, and (2) Possible outside resources/supporting materials

John Mon, July 30

• Discuss possible Domain Learning Objectives and Outside Resources/Supporting Materials via Forum Threads

All Team Members Mon, July 30 – Thu, Aug 2(Ongoing throughout the

week)

• Check-in Webex/Conference Call to discuss Forum input and consider Domain Learning Objectives and Outside Resources/Supporting Materials

All Team Members Fri, Aug 3 @ 11am CST

THANK YOU & QUESTIONS

John Murray, MBADirector, Patient Experience

Tel: [email protected]

patient experience body of knowledge metrics and measurement domain team kick-off conference call

Documents

field of patient experience

knowledge central

certification developmentfull

established groups

content central

families5 virtual focus

px bok review1metrics

voices of healthcare