ed champs training: engaging your team. improving the ... · ed champs training: engaging your...
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ED CHAMPS Training: Engaging Your Team. Improving the Patient Experience.
Leslie Moore, BSN, RNP, CPN, CPXPKatrin Wooley, BSN, RN, CPEN
COMPUTER RESPONSES:PollEv.com/archildrens
TEXT:ARCHILDRENS
TO:22333
COMPUTER RESPONSES:PollEv.com/archildrens
TEXT:ARCHILDRENS
TO:22333
Arkansas Children’s Northwest
Course Objectives
• Define the patient experience.
• Apply patient experience/engagement soft skills to improve job satisfaction, patient experience, and clinical outcomes.
• Implement an individualized departmental patient experience training program focused on purpose and process improvement.
Why
• Simply ... it is the RIGHT thing to do!
• Correlates with improved patient outcomes
• Improves quality of care
What
CHAMPS Training:
• A unique program focused on Safety, Quality and Patient Experience/Engagement
• Soft skills to achieve quality assessment and process improvement goals.
How• 17 ED Champions
– 4 work group sessions
• Hour long classes– Empathy Training– Videos featuring staff– Focus on mission, values, and vision– Props, candy and balloons– What’s your why?
ED Champions
New Logo Story Arc: Evolution of Care
Mission
We champion children by making them better today and healthier tomorrow.
Arkansas Children’s will fundamentally transform healthcare delivery for the children of Arkansas and beyond.
Vision
Values
Safety
Teamwork
Compassion
Excellence
Experience at Arkansas Children’s
The sum total of all that is PERCEIVED and felt during the interactions and relationships
between patients, families and team members at Arkansas Children’s.
New Logo Story Arc: Evolution of CareED Purpose
“To represent ACH by positively influencing the patient and family experience through providing EXCELLENCE to every single patient,
every time, during every interaction."
Making the Connection:
Our core values are experience and engagement in action.
New Logo Story Arc: Evolution of Care
Safety
Experience/
Engagement
QualityPatientFamilyTeam
Executive Summary: FindingsED PXP Program
PEOPLE PURPOSE PROCESS
Safety
• STAR/ARCC
• Hand Hygiene
• Bedside Report
• AIDET
• Hourly Rounding
Teamwork
• Huddle
• Communication Boards
• Interdisciplinary Team Communication
• Manage – up/Mutual Respect
• Service Recovery in REAL TIME “L.E.A.D.”
• Seeking to Understand/To be Understood
• SBAR
Compassion
• Thank You Notes
• Respond vs React
• Walk to Destination “Way Finding”
• Sympathy vs Empathy
• Mindfulness
• Commit to Sit
• Quiet the Noise
Excellence
• Smile or show appropriate concern facially
• Meet the patient/family’s
“Most Important Concern”
• Accountability
• Educate your patient/family and
answer their questions
• Positivity
Personality
Imaginative
Kid-savvy
Insatiable Curiosity
Unyielding Commitment
New Logo Story Arc: Evolution of CareED Personality
How we Champion Children…• Connect• Humble• Aware• Mindful• Pathos (Empathy)• Sincere
ED PXP CHAMPS Opportunities
To Grow andTo be Recognized
Excellence Award
In recognition
of
Keyun
Payne-Allen
Pre-Training Survey Summary
• 54 responded (4/18/18-6/5/18)
• Survey responders clearly understand what patient experience means with accurate statements/definitions shared in free text
• 94% believe that their role influences the patient experience
• Many shared barriers in providing excellent patient experience– Staffing/communication/census/parent's expectations
• 65% reported that clinical outcomes are improved by a positive patient experience
Post-Training Survey Summary• 56 responded (Jul. ‘18 – March ‘19)
76.8% answered “yes” to CHAMPS Training positively impacted their perception of “patient experience”
• Second Iteration (Sept. ‘18 – March’19)– 64% said “yes” to empathy training positively impacted their
understanding of the patient experience
– 64% "yes" that CHAMPS Training positively affected the patient experience
– 71.4% answered “yes” to empowered by soft skills
Post Training PositivesPositive Perception on PXP Empowered to use PXP soft skills
23.2%
76.8%
0% 20% 40% 60% 80% 100%
No
Yes
Has your perception regarding the "patient experience" been positively impacted since CHAMPS Training?
28.6%
71.4%
0% 20% 40% 60% 80% 100%
No
Yes
Do you feel more empowered to use the tools you learned as well as to hold your peers accountable? (Bedside report,
Commit to Sit, keep voices down at desk, etc.)?
We champion children by making them
better today and healthier tomorrow.
Be a CHAMP!
Be the Change!
New Logo Story Arc: Evolution of Care
References
Langley, G. L., Moen, R., Nolan, K. M., Nolan, T. W., Norman, C. L., & Provost, L. P. (2009). The improvement Guide: A practical approach to enhancing organizational performance (2nd ed.). San Francisco, CA, USA: Jossey-Bass Publishers
Stewart, M., Brown, J. B., Donner, A., McWhinney, I. R., Oates, J. Weston, W. W., & Jordan, J. (2000). The impact of patient-centered care on outcomes. The Journal of Family Practice, 49(1) 796-804. Retrieved from http://www.ncbi.nlm.nih.gov/pubmed/11032203
Studer, Q., Robinson, B. C., & Cook, K. (2010). The HCAHPS handbook: Hardwire your hospital for pay-for-performance success. Gulf Breeze, Florida: Fire Starter Publishing
Questions?Thank you for your attentiveness.