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12/10/2018

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©2017 MFMER | slide-1

They did “WHAT”?! Capturing patient experience to increase patient satisfaction

Jennifer Storlie, Supervisor DLMP

© MFMER | slide-2

Disclosures

Relevant Financial Relationship(s):

Nothing to Disclose

Off Label Usage:

Nothing to Disclose

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How many years of experience in phlebotomy do you have?

A. < 1 Year

B. 1-5 Years

C. 5-10 Years

D. > 10 Years


Objectives

• Define the differences between service and experience

• Discuss the importance of patient experience in today’s healthcare environment

• Share expectations patients have while in our lab

• Learn how employee engagement plays a role in the patient experience

• Learn about tools utilized at Mayo Clinic

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Our primary value, “The needs of the patient come first,”

has been steeped in Mayo’s culture for 150 years, and is just as relevant today as it was then.


Respect Integrity Compassion

Healing Teamwork Innovation

Excellence Stewardship

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Health Care Has Changed

Old Care Model

Patient volume focused

Less patient choice

Minimal patient engagement

New Care Model

Patient experience focused

More patient choice

Maximum patient engagement


How then can we adjust to the changes in Healthcare?

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Difference between Service and Experience with Phlebotomy

• Service • Quality collections with 1st stick• Accurate Specialized collections

• Experience• Environment• All Interactions• Meeting or exceeding expectations


Patient’s opinion's are formed prior to even getting into a phlebotomy chair

Research supports an opinion is formed within 1/10 of a second

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Defining specific behaviors

Ask yourself….

What does an ideal phlebotomy collection look like?

List 3-4 specific behaviors

Envision your services through the patients eyes….

What are patient expectations?

List 3-4 specific behaviors


First impressions – Outpatient Phlebotomy

Non Verbal

• Smile • Eye contact • Posture • Appearance • PPE • Work pace • Walking pace

Verbal

• Voice level

• Tone

• Introduction

• Type of conversation

• Not interrupting

....YOU are the Patient Experience

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Non Verbal

• Knock

• Smile

• Eye contact

• Appearance

• PPE

• Noise level

• Putting room back in order

Verbal

• Voice level

• Tone

• Introduction

• Type of conversation

First impressions – Inpatient Phlebotomy

...YOU are the Patient Experience


Professional behaviors during the collection

• Eye Contact

• Asking for patient ID

• Demonstrate confidence

• Listen, Acknowledge

• Involve patient as much as you can!

• Awareness of pain level or responses

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What happens when the collection experience goes…bad?


They did “WHAT”?!

They wanted me to sit in this dirty chair!

There was blood on the arm of the chair……… not mine!

You should have seen all the garbage!

How was I supposed to trust them…..with a needle!

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Environment

• Clean

• Place to put personal items

• Comfortable chair


Difficult Patient!

He’s going to BLOW my vein!I will stick

until I get blood!

I am going to BLEED out under my

skin!

You are causing me problems! He is

causing me problems!

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What if Instead


I’m sorry I am unable to get a good blood

return

Are you doing ok?

He cares!

Is there anything I can

do for you?

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When we say… The patient hears…

Phlebotomist

• You have small veins

• I can’t seem to find your vein

• Here is your stick

• I hope I am lucky

Patient

• Phlebotomist is losing Confidence

• They don’t know what they are doing

• That is a big needle!

• Phlebotomist is not good at their job


When we say… The patient hears…

Phlebotomist

• You have great veins

• Is this ok?

• I enjoy doing my job!

• I would be glad to help!

• Here is a little poke

Patient

• Phlebotomist has Confidence

• Asking for my feedback

• They take pride in their work

• I am not a burden

• Keeping me informed

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How do we get our employees to engage?


• Step out your patient’s experiences with current service delivery

• Identify opportunities to improve

Defining what Your Service Standards are

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Defining what Your Service Standards are

• Define Specific Behaviors

• Share expectations with staff

• Provide education and training

• Reinforce staff


Get Employee’s Engaged

• Change the perception that something is a problem, instead look at it as a challenge that can be overcame.

• Provide regular updates

• Clarify Goals and Responsibilities

• Have employees be a part of the solution

• Have daily Huddles to provide a connection

• Help employee understand what is expected of them

Satisfied employee's = Happier Patients

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What happens when the collection experience goes…bad?


Service Recovery Starts With You

Have an awareness of when your patients expectations have not been met and attempt to

improve their experience right away!

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Service Recovery Starts With You

• Discuss in a private setting

• Carefully listen

• Gain an understanding of their need

• Empathize

• Apologize, when appropriate


Your Patient Experience Tool Kit

• Create your own• Service videos• Role play session

• Patient feedback

• Satisfaction survey

• Service Recovery Kit• Apology Notes• Parking / Cafeteria Vouchers

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Use Data to Capture the Patient Experience


Monitoring your patient’s satisfaction

What forms of quality indicators are in your lab?

• Patient wait time • Redraw information • First attempt success rates• Hand hygiene survey’s• Patient satisfaction survey’s

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Measuring our Patient’s Experiences

Feedback via Patient Satisfaction Surveys

• What behaviors are we displaying?• What perceptions do patients have of our skills?• What do they think of the environment?• What are we doing with the feedback?


Patient Satisfaction Survey

Questions

My wait for blood collection was?

My discomfort from the procedure was?

Were you treated in a courteous, professional manner?

Overall, my specimen collection experience was?

Responses

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Improving the Measurement of Patient Experience


Current Patient Experience Measure

Charlton Lab ServicesPercentage of Patients who are satisfied (e.g. Strongly Agree and Agree)

3Q 2018 % Ratings of Strongly Agree & Agree

Helpful 100.0

Courteous 100.0

Knowledgeable 96.7

Professional 100.0

Confident 100.0

% Under 1 minute % 2-5 minutes % 6-10 minutes% Over 10

minutes

Line Wait Time 23.3 53.3 23.3 0.0

% Under 15 mins %15-25 mins. % Over 26 mins.

Lobby Wait Time 80.0 20.0 0.0

% Ratings of Yes

Wait Time Reasonable 100.0

Area Organized and Clean 100.0

Minimize your Wait 100.0

• Always Great

• I want to thank everyone

• Everybody is patient, kind hearted to me and my family

• Observant

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Current Patient Experience Survey


A Real Time Indicator on Patient Experience

Tell us how your lab experience was today

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Overview

• Patient Experience = Patient Satisfaction• Professionalism • Empowered employees • Customer service • Communication • Teamwork

• Service recovery

• Create a culture that continually looks for ways to improve our patient’s experience


How will you improve the experience for patients, visitors, the community and each other?

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Questions & Discussion

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