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iRound for Patient Experience Using iRound to Improve Employee Engagement and Patient Satisfaction at UnityPoint Health Chris Blair Chief Administrative Officer UnityPoint Health Des Moines Paige Moore Marketing & Planning Information Strategist UnityPoint Health Des Moines Hollie Freeman Senior Director The Advisory Board Company

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Page 1: Using iRound to Improve Employee Engagement and … · Using iRound to Improve Employee Engagement and Patient Satisfaction at UnityPoint Health ... the role of a very satisfied

iRound

for Patient Experience

Using iRound to Improve Employee

Engagement and Patient

Satisfaction at UnityPoint Health Chris Blair

Chief Administrative Officer

UnityPoint Health – Des Moines

Paige Moore

Marketing & Planning Information Strategist

UnityPoint Health – Des Moines

Hollie Freeman

Senior Director

The Advisory Board Company

Page 2: Using iRound to Improve Employee Engagement and … · Using iRound to Improve Employee Engagement and Patient Satisfaction at UnityPoint Health ... the role of a very satisfied

©2014 The Advisory Board Company • advisory.com

2

Managing Your Audio

Use Telephone

If you select the “use telephone”

option, please dial the phone number

and access code provided within the

Audio panel.

If you select the “Use Mic & Speakers”

option, please be sure that your

speakers/ headphones are connected.

Use Microphone and Speakers

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©2014 The Advisory Board Company • advisory.com

3

Managing Your Screen

Asking a Question

Minimizing and Maximizing

Your Screen

Click to

minimize and

maximize the

tool panel Click to

maximize the

presentation

area

To ask a

question, type it

into the question

panel…

…and press

send

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©2014 The Advisory Board Company • advisory.com

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Road Map

Live Q&A

Automating Employee and Patient Experience Rounds

About the iRound for Patient Experience Cohort

Introducing UnityPoint Health – Des Moines

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©2014 The Advisory Board Company • advisory.com

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iRound for Patient Experience

Closes the Loop on Patient Experience

Daily Patient

Satisfaction

Rounding

Service Recovery

Employee

Recognition

Executive Rounds

Real-Time Patient

Satisfaction Data

• Patient feedback is

captured daily at the

bedside

• Tailored smart forms with

quick-text and prompts

uncover critical patient

needs

• Detailed rounding data

automatically uploads to

backend analytical system

Hardwired Service

Recovery and Recognition

• Individual drivers of

satisfaction addressed

while patients are still in

the hospital

• Responsible service

department immediately

notified of problems

identified during rounds

• Issues are tracked to

completion

Accountability for

Results

• Executives make

decisions based on timely,

robust data

• Real-time unit-level and

aggregated metrics,

historical trends, and key

problems affecting

performance highlighted

• Correlations revealed

between HCAHPS and

specific rounding data,

service recovery trends

A Systems-Based Approach

iRound for Patient

Experience

Automates:

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Extensive Support for All iRound Members

Unparalleled Implementation Expertise to Drive Quick, Sustained Results

• Business Analyst: Works

closely with the member

organization’s leaders and IT

teams to establish the technical

site and manage the

implementation process

• Dedicated Advisor: An

educator, analyst, and advisor on

goals and tactics to drive results.

Partners with members and

leverages Advisory Board experts

and resources to generate

immediate and sustained results

once site is complete

Dedicated Support Team

Customized based on

member needs assessment.

May include:

Analysis of key risk-based

payment opportunities

Targeted patient

satisfaction improvement

plan development

HCAHPS education and

facilitation

Patient experience scripting

best practice sharing

Opportunity Analysis and

Ongoing Education

Inclusion in Progressive

Peer Network

• Annual Summit to share best

practices/experiences, highlight

member successes, network with

peers

• National Webinars to share

member case studies and current

research, provide access to

Advisory Board experts and peers

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©2014 The Advisory Board Company • advisory.com

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Road Map

Live Q&A

Automating Employee and Patient Experience Rounds

About the iRound for Patient Experience Cohort

Introducing UnityPoint Health – Des Moines

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Introducing Today’s Presenters

Chief Administrative Officer

UnityPoint Health – Des

Moines

Chris Blair, MHA, RN

Marketing & Planning

Information Strategist

UnityPoint Health – Des

Moines

Paige Moore

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UnityPoint Health – Des Moines

• One of nine regions within

UnityPoint Health - the nation's

13th largest nonprofit health

system

• This region includes Iowa

Methodist Medical Center, Iowa

Lutheran Hospital, Blank

Children’s Hospital and Methodist

West Hospital – all in the Des

Moines metro area

About UnityPoint Health – Des Moines

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UnityPoint Health – Des Moines Facilities

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©2014 The Advisory Board Company • advisory.com

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3

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1

Road Map

Live Q&A

Automating Employee and Patient Experience

Rounds

About the iRound for Patient Experience Cohort

Introducing UnityPoint Health – Des Moines

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Upgrading the Approaches to Increase the Impact

The Evolution of Rounding

Prior to 2014: Manual, Unstructured

• Employee and patient rounding had

been in place since 2007, but not

hardwired across the organization

• Tracking, if done, was manual and

inconsistent

• September 2013: provided leadership

development training on effective

techniques for employee rounding

2014: Added Structure and Support

• Leadership identified key goal of

implementing purposeful rounding

• To do so successfully, very busy

managers and supervisors needed

some support and tools

• Sought a supporting technology with:

Ability to capture useful data

during rounds without additional

data entry steps

Capability to automatically track

and report rounding compliance

rates and data trends

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Steps in the Process To Date

Rolled out

service recovery to

all patient rounding

units and expanded

employee rounding

to all other (non-

inpatient/ED)

departments

Implement patient

rounding in non-

inpatient/ED

areas (i.e.

ambulatory,

surgery, etc.)

Began patient

and employee

rounding in

three units

Rolled out

patient and

employee

rounding to

remaining units

and EDs

gradually

January February May Next Steps

Goal: round on

75% of patients at

least once per stay

Goal: round on all

employees once

per quarter

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Department Stoplight Reports

Tracking Results

• Created each quarter to track department

rounding issues

• Colors indicate the status of issues identified

in rounds

• This report will soon be transitioned into

iRound IQ

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Nurse Leader Patient Rounding Form

(bottom portion of form)

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Nurse Leader Patient Rounding Form (continued)

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Employee Rounding Form

(bottom half of form)

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Additional Patient Rounding Forms

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An Innovative Approach to Improving Skills

Using Leadership Simulations to Improve Patient Rounding

• Nurse leaders were

invited to conduct

practice patient rounds in

a simulation lab

• Use trained volunteers as

“patients” and “family

members”

• Note: this was the first

leadership simulation we

have required

Set Up

• First: the volunteer plays

the role of a very satisfied

patient

• Second: the volunteer

plays the role a patient

with some problems or

concerns about the

experience

Two Scenarios

• Nurse leaders receive

feedback from the

‘patients’ and from an

evaluator (typically the

Simulation Lab manager)

Feedback Provided

This type of simulation is easy to implement

without high-tech equipment.

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Nurse Leaders’ Take on the Simulated Rounds

Feedback Has Been Surprisingly Positive

“Very helpful feedback that I could not get on the floor.”

“Great suggestions for improvement. These were items I didn’t realize I do so when

pointed out, can see that I do.”

“Feedback from ‘patients’ and evaluator was very helpful and appreciated; felt like a

real experience.”

“Helped me deal with unexpected responses.”

“Helpful to practice and to know that our interactions are perceived as caring.”

“Happy patients and unhappy patients gave good opportunity to practice.”

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•You get out what you put in

• iRound alone will not raise HCAHPS scores

• Rounders must be actively engaged

•Keep rounding forms short and simple

• 5-7 questions with comment boxes

• Focus on key areas of concern

• Kept patient rounding form same for all inpatient areas and customized minimally

for ED rounding (also tested an additional question added for Discharge rounds)

•Critical to invest time in the effort

• Large organization with multiple campuses

• Many departments/leaders = extended build time

Some Lessons Learned So Far

1

2

3

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Road Map

Live Q&A

Automating Employee and Patient Experience Rounds

About the iRound for Patient Experience Cohort

Introducing UnityPoint Health – Des Moines

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How to Submit Questions to Our Panelists

Use the GoTo Webinar Question Panel to Ask a Question

Now It’s Your Turn

Enter a Question in the Question Panel

Type your question

and hit send

The presenter may

answer the question

here or respond verbally

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For More Information

[email protected]

(202) 266-6895

Hollie Freeman

Senior Director