using iround to improve employee engagement and … · using iround to improve employee engagement...
TRANSCRIPT
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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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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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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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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Road Map
Live Q&A
Automating Employee and Patient Experience
Rounds
About the iRound for Patient Experience Cohort
Introducing UnityPoint Health – Des Moines
©2014 The Advisory Board Company • advisory.com
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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
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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
©2014 The Advisory Board Company • advisory.com
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How to Submit Questions to Our Panelists
Use the GoTo Webinar Question Panel to Ask a Question
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For More Information
(202) 266-6895
Hollie Freeman
Senior Director