climbing lesson presented by - hill country memorial · climbing lesson presented by: ... 2009-2010...
TRANSCRIPT
Listen UpThe Power o f Rela t ionsh ip Bui ld ing
Climbing Lesson Presented By:
Dawn Bourgeois and
Mark Peterson
“No one raves about average.”
Bill Quiseng
HCM Category 3 Scoring Trend
0
1
2
3
4
5
6
2010 2011 2013 2014
3.1 Voice of the Customer 3.2 Customer Engagement
Avg. of Baldrige Applicants
Climbing Anchors
Relationship Building Discipline
Organization-Wide Accountability
Patient Satisfaction %tile Trends
50
60
70
80
90
100
2007 2008
Inpatient Emergency Dept Outpatient Surgery
2007 -2008
• Customer PI Team Formed
• Patient Satisfaction Goal Set
• Identified Listening Methods
We Weren’t Really Listening
We thought we knew what
our customers and
stakeholders needed
VOC Listening Methods
Where We Started
Informal/ Historical
No Variation
No Aggregation
No Evaluation
Patient Satisfaction %tile Trends
50
60
70
80
90
100
2007 2008 2009
Inpatient Emergency Dept Outpatient Surgery
2008 - 2009
• Defined Remarkable
• Baldrige Criteria Training
• Standardized Internal Surveys
Patient Satisfaction %tile Trends
50
60
70
80
90
100
2007 2008 2009 2010
Inpatient Emergency Dept Outpatient Surgery
2009-2010
• Refined Patient Satisfaction PI Team
• Refined VOC Listening Methods
• Began Complaint Management Process
• Balanced Scorecard Customer Target
Patient Satisfaction %tile Trends
50
60
70
80
90
100
2007 2008 2009 2010 2011
Inpatient Emergency Dept Outpatient Surgery
2010-2011
Implemented VOC Input to Action Model
2010-2011
• Implemented Trending/Reporting Tool
• Department Goals/Top 5 Boards
• Implemented VOC Input to Action Model
VOC Input to Action ProcessCapture Voice
of the
Customer
Aggregate
and Analyze
data
Develop
Action Plans
Aligned to
SDDP
Execute Action
Plans and
Integrate
Changes into
EPM Processes
Track Results
and Modify
Approaches
Set
Improvement
Priorities Based
on Customer
Requirements
Customer and
Patient
Requirements
Patient Satisfaction %tile Trends
50
60
70
80
90
100
2007 2008 2009 2010 2011 2012
Inpatient Emergency Dept Outpatient Surgery
2011-2012
• Documented all Customer Processes
• Aligned Action Plans – QCPs & SBIs
• Implemented Online Ratings & Reviews
Patient Satisfaction %tile Trends
50
60
70
80
90
100
2007 2008 2009 2010 2011 2012 2013
Inpatient Emergency Dept Outpatient Surgery
2012-2013
• Bedside Rounding Pilot
2012-2013
• Refined Alignment Board
• Patient and Family Advisory Council
• Bedside Rounding Pilot
Patient Satisfaction %tile Trends
50
60
70
80
90
100
2007 2008 2009 2010 2011 2012 2013 2014
Inpatient Emergency Dept Outpatient Surgery
2013-2014
• Refined Complaint Management Process
• Transitioned to Service Council
• Service Cascading Goals
Cascading Goal Results %tile Trend
50
60
70
80
90
100
Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14
IP - Responsiveness of Staff
Cascading Goal
Implemented
Backpack Essentials
•Interdisciplinary Team
•Systematic Listening
•Data Driven Approach
•Accountability for Results
HCAHPS %tile Trends
30
40
50
60
70
80
90
100
2007 2008 2009 2010 2011 2012 2013 2014
Nursing Physician Responsiveness Pain
Medication Environment Discharge Quality
Be
tte
r
HCM Category 7.2 Scoring Trend
0
1
2
3
4
5
6
2010 2011 2013 2014
Avg. of Baldrige Applicants
The Climb Continues…
Real Time Feedback
Complaints Rounding
Dawn Bourgeois, Director Wellness Center
Mark Peterson, Director Patient Experience
Cherisse Smith, Director ICU
Kelly Di Cuffa, Director Marketing
Bernie Loth, RN Outpatient Services
Panelists
Contact
• Dawn Bourgeois, Director Wellness Center
• Mark Peterson, Director Patient Experience