Overall Collaborative

Goal

Generating Synergy to Improve Customer

Satisfaction

PCS - Educational Services – Quality Council –

CustomerCare Team

4 key entities working in concert!

4-M Pilot Roll-out 5 Problem Areas Identified:1. Promptness to call

2. Nurses Attitude

3. Pain Control

4. Privacy

5. Friendliness & Courtesy

Pilot kicked-off on November 3, 2009 and continued each week until all 5 areas were addressed to all staff on 4-Medical

4 Qtr data showed an increase in customer satisfaction

Celebration held on 02/02/10, for 4-Med Staff in appreciation for efforts made in improving customer satisfaction Results:

Inconsistent

1. Promptness to Call4-Medical Pilot Focus:Pain – Are you having any

pain?Potty – May I help you to the

bathroom?Position – Please allow me to

assist you in changing position.

Communication – Is your call light, phone, & bed control with in reach?

Alarms – Address alarms in a timely manner and provide reassure for the patient

Concerns – Do you have any concerns I can help you with?

Current Tools:AIDET

ARW

Clinical Orientation

Employee Handbook

New Call Light System

AIDET: 5 Simple Steps to Make a Positive First Impression and to Ensure Positive Interaction throughout the Customer’s Experience.

Acknowledge

Introduce

Duration

Explanation

Thank you

First step in forming a relationship with a customer. Acknowledge patient and family. Use a greeting, smile, eye contact…adjust covers.Introduce self with title. Use customer’s name. Implement service recovery if needed. Apologize and Commit.

Explain how long any tests/procedures might take, use key words for keeping customer informed. Under-Promise and Over-Deliver.Explain the plan of care, what tests and treatments the customer can anticipate and seek out answers to any questions. Give reassurance. Use “key words.”

Thank customer for waiting, providing information and choosing our hospital.

4-Medical Pilot Focus• Smile• Eye contact• Acknowledge patients by

name• Identify yourself• Explain what you will do

2. Nurses’ AttitudeCurrent Tool:

AIDETAcknowledgeIntroduceDurationExplanationThank You

AIDET will be the CustomerCare Team focal point at the October

Benefits Fair.

3. Pain Control4-Medical Pilot Focus

• My goal is to help you manage your pain.

• Please let me know if this medication is not working to manage your pain.

• Is the medication working to manage your pain?

• I notified the physician regarding management of your pain.

Current ToolsAIDET

ARW

Communication Boards

Clinical Orientation

Employee Handbook

4. Privacy

• Knock before entering

• I will close this door to protect your privacy.

• Is it ok for me to ask you questions with your visitors present?

4-Medical Pilot Focus Current ToolsAIDET

ARW

Clinical Orientation

General Orientation

Employee Handbook

5. Friendliness / Courtesy4-Medical Pilot Focus

Our goals for you today are…• Is there anything else you would like

us to focus on?

• I may be away for little while, Is there anything I can do for you before I leave?

• It is time for your bath. I’ll be happy to help you any way I can.

• Are you satisfied with the cleanliness of your room?

• Keep personal conversations in an isolated area such as the break room.

• Provide “Quiet Times,” especially between 2200 and 0700.

Current ToolsAIDET

ARW

Clinical Orientation

General Orientation

Employee Handbook

Switchboard “Quiet Time” Announcement after visiting hours

4-M & 5-W Staff Objectives

See all patients on admission Nurse Manager leave business card

Introduce self and welcome to unit

Ensure patient is oriented to surroundings

Ensure patient is familiar with unit routine

Immediate service recovery

Include patient in their plan of care

Explain:

CustomerCareEMPLOYEE HANDBOOK

Press Ganey Priority Index and

HCAHPS Questions… linked to the

9 Customer Service Absolutes

CustomerCare Employee Handbook Tools

Best Practices to Service Excellence Call Lights Communication Confidentiality/Privacy Customer Waiting Managing Up Rounding The People Factor…changing mindset

from “patient to customer.”

Service HeroesNew Orientation Program

Wake-up call to reduce annual turn-over rate (25%)

Adopted “Service Heroes Program,” developed by award winning Baptist Healthcare…proven track record in employee and patient satisfaction.

All staff receive 3-hours of Service Hero Training + 2 hours of HCAHPS training for Clinical Staff

For continuity, all veteran staff will be required to attend Service Hero Training

Keys to Hardwiring Results Focus on “Customer’s Perception of Care” vs.

Surveys A clear direction Defined expectations for every IP Unit with

built-in accountability A committed and comprehensive team Maximizing existing tools to ensure

consistency Intense training to hardwire results Tapping CustomerCare Team SuperUsers Staying the course