patient experience body of knowledge metrics and measurement domain team week 1 check-in call

Patient Experience Body of KnowledgeMetrics and Measurement Domain Team

Week 1 Check-in Call

www.theberylinstitute.org

Aug 3, 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

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.

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Reminder: Why we are here

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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Our Work Plan

• 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.

Work Plan/Schedule

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 Review




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

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/

Learning Objectives - Review of Forum Comments

DOMAIN DOMAIN OBJECTIVE



Linda suggested the following structure:

1. Understanding Data (N/n, Validity, Reliability, Qualitative, Quantitative)2. Gathering Data (Survey, Focus Groups, Research)3. Analyzing Data (Statistics)4. Application (PI theory)5. Sharing Data (Publication, Public Reporting)

John and Melissa commented that segmentation was good and flowed well.

Questions for Discussion:• Does this cover everything we discussed last week and the themes you observed?• Would all areas of our Domain Objective be addressed within these five areas?

Outside Resources - Review of Forum Comments

DOMAIN DOMAIN OBJECTIVE



John indicated free statistics classes were available on iTunes U.

Linda shared 2 books that were inexpensive but provided excellent basic explanations of statistical concepts:

1. Statistics for People Who (Think They) Hate Statistics, Neil J. Salkind, Sage Publications2. Statistical Analysis Quick Reference Guidebook (with SPSS Examples), Alan C. Elliott & Wayne A.

Woodward, Sage Publications

Linda also suggested the ‘Statistics for Dummies’ book.

John shared some links to documents showing how to perform basic statistical analysis in Excel.

For Discussion:

• Resources and tools may be discovered as we develop the content further. • Are there any other resources that come to mind at the moment?

Work Plan/Schedule





Aug 6 – 9 Aug 10



Aug 13 – 16 Aug 17



Aug 20 – 23 Aug 24



Aug 27 - 30 Aug 31


Sept 3 - 6 Sep 7



number of sections

and complexity

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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Domain Development

Key Learning Components

Concepts

Sections

Domain Learning Objectives (3 – 5)

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

Understanding Data

Sect. 1

Concept 1

Key Learning 1

Key Learning 2

Concept 2

Sect. 2 Sect. 3

Gathering Data

Analyzing Data

Applying Data

Sharing Data

Work Plan/Schedule





Aug 6 – 9 Aug 10



Aug 13 – 16 Aug 17



Aug 20 – 23 Aug 24



Aug 27 - 30 Aug 31


Sept 3 - 6 Sep 7



number of sections

and complexity

Week 2 WWW Plan Review

What Who When

• Post Slides and Recording of week 1 check-in call to Forum for future reference

John Mon, Aug 6

• Create Forum discussion thread to discuss Sections and Learning Objectives

John Mon, Aug 6

• Reach out to Performance Improvement Domain team lead to discover their key objectives, to ensure no overlap between both teams

John Mon, Aug 6

• Check on access to Beryl Institute Forums for Jason Macedonia (Avatar)

John Fri, Aug 3

• Discuss possible Sections and Learning Objectives via Forum Threads

All Team Members Mon, Aug 6 – Thu, Aug 9(Ongoing throughout the

week)

• Check-in Webex/Conference Call to discuss Forum input and consider Sections and Learning Objectives

All Team Members Fri, Aug 10 @ 11am CST



Aug 6 – 9 Aug 10

THANK YOU & QUESTIONS

John Murray, MBADirector, Patient Experience

Tel: [email protected]

patient experience body of knowledge metrics and measurement domain team week 1 check-in call

Documents

patient experience plans

patient advocacy

experience designunderstanding

effective service efforts

impact overall experience

recovery efforts

effective design

effective measurement