“JOURNEY TOWARDS TRANSFORMATIONAL

EXCELLENCE: EMBRACING A PATIENT & FAMILY CENTERED CULTURE

Dr. Airica Steed, Ed.D, MBA, RN, CSSMBB, FACHE, IASSC

Enterprise Chief Experience Officer (CXO)Clinical Assistant Professor – School of Public Health &

Nursing

University of Illinois Hospital & Health Sciences System (UI Health)

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OPENING REMARKS...

“While we pursue perfection, we will cover a lot of ground, improving ourselves along the way. These attempts at perfection give us a goal, motivation, direction and drive. These are the things which allow us to move forward despite all odds and in the face of any obstacles.”

- Vince Lombardi

KEY POINTS TO HIGHLIGHT…

Highlight our burning platform for transformational change

Formally introduce the UI Health Experience Patient & Family Centered journey (Case Study)

Share “real world” outcomes, obstacles overcome, and lessons learned

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OUR WHY

OUR WHAT AND HOW

OUR SO WHAT

OUR BURNING PLATFORM FOR TRANSFORMATIONAL CHANGE…

OUR WHY?

Customer Experience & Loyalty

Quality/Safety

Financial Health

(Costs & Reimbursem

ent)

Health Equity & Vulnerable Population

Competitive Landscape

(Consumerism)

Value Based Care

Reform

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ACHIEVING THE TRIPLE AIM – Improve the health of the population and patients' experience of care while reducing the cost of care.

“To create a consistently exceptional, patient & family centered experience across the care continuum, which ultimately drives higher value at a lower cost, exceptional quality outcomes, satisfaction/loyalty, and financial health.”

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WHAT WE ARE STRIVING TO ACCOMPLISH…

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OUR STARTING POINT AT UI HEALTH…OUR WHY

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UI HEALTH: EARLY 2012 Ranked bottom decile in the nation in all

customer indicators - patient, provider, and employee experience (15 point gap)

Flat performance in previous years in all areas

Late to embrace comparative benchmarking

Lacked understanding that experience is linked to not only performance incentives, but quality outcomes, financial health, and growth

No true strategy centered around the customer

NEEDED TO RUN A MARATHON AT A SPRINTER’S PACE TO CATCH

UP...

SOME PLAGUING HISTORICAL REALITIES ABOUT OUR CULTURE...

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Disengaged Leaders

Highly unionized and State Civil Service environment (>90% staff)

Provider Centered

Organization

Uniquely unbound by health equity mission (underserved community)Poor workforce

engagement and morale Inconsistent performance

& productivity

Ranked at the 1st percentile for employee &

provider engagement

Behavior/ Communication

Quality of Care

Access/ Accommodation

Safety/Risk

Financial

Service Timeliness

0 15 30 45 60 75 90 105

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53

45

35

21

19

22

4

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PATIENT COMPLAINTS ACROSS UI HEALTH (Negative Experiences)

BEHAVIOR/ COMMUNICATION NURSE OTHER CLINICAL STAFF PHYSICIAN NON CLINICAL STAFF

FINANCIAL PROPERTY BILLING

More than half of our opportunity was related to behavior and the other half was related to operational challenges like access to care, quality, and efficiency

A DEEP REFLECTION OF OUR EXPERIENCE...

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OUR STRATEGY TO ADDRESS THESE REALITIES…

OUR WHAT AND HOW

NEW LEADERSHIP, NEW PATIENT & FAMILY CENTERED MISSION, NEW PATHWAYS…

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PROVIDER & EMPLOYER OF CHOICE

THE UI HEALTH EXPERIENCE JOURNEY

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“Becoming the provider and employer of choice: The premier place to work, research, and to provide exceptional high quality care and

service.”

We are focused on enhancing the patient,

employee, and physician

experience!!

PATIENT & FAMILIES

FIRST

PUTTING THE PATIENT & FAMILY FIRST …

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PATIENT & FAMILY

CENTERED EXCELLENCE

Personalized Care & Service

Simplicity & Efficiency

Engagement & CoordinationCommunication

Convenience & Choices

EVERY PERSON-

EVERY TIME!!

HELPING PATIENTS AND FAMILIES TO NAVIGATE THROUGH THEIR EXPERIENCE

Patient Experience Navigator

• Available 7 days/week• Conducts daily service

excellence rounds • Coordinates key services

(access, language support, education, pastoral care, appointments, housing, parking, concierge services)• Supports Service Recovery &

Complaint Resolution • Equipped with innovative

technology

PROVIDING ALL OF OUR PATIENTS AND FAMILIES WITH A “VOICE”…

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Multi-lingual Patient & Family

Advisory CouncilCensus Based

Patient Experience Surveying

HOW WE ARE USING OUR PATIENT & FAMILY ADVISORY COUNCIL (PFAC)

New Employee/ Physician Orientatio

n

Process Improvem

ent

Marketing

Leadership

Development

Secret Shopping

Patient and

Family Education

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Their “VOICE” definitely makes a difference..

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5000+ INDIVIDUALS ENGAGED AND COMMITTED TO SHARED VALUES & BEHAVIORS ALIGNED TO MISSION

CAPTURING HEARTS & MINDS OF OUR WORKFORCE…

BORROWING SERVICE EXCELLENCE STANDARDS FROM THE BEST…

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USING LEAN TO DESIGN EXCEPTIONAL EXPERIENCES ACROSS THE CONTINUUM

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Appointment Scheduling/ Transfers

Appointment Reminders

Registration/ Financial

Counseling

Nurse Triage/ Care Advice

MY UI HEALTH Patient Portal

Referrals/ Find A Doc

National Language Support

Services

Pre Discharge Scheduling/ Post-Visit

Follow Up

24/7 Answering Service & Routing

Customer Service (UI Health Experience)

…AND CREATING A CUSTOMER CENTERED –“ONE-STOP-SHOP”

Moving beyond just improved access and focusing on the entire customer experience

across the care continuum…

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OUR TRANSFORMATIONAL ROADMAP – “OUR HOW”Communic

ateReason

for Change

Build and Develop Change

Ambassadors Understan

d Current Performan

ce & Opportuni

ties

Innovate Best & Next

Practices using LEAN

ImprovementPilot Test

Solutions

Train Stakehold

ers & Implemen

t Widesprea

dCelebrate

& Recognize Performan

ce

Monitor & Sustain

Performance (Daily Rounding)

Market & Share

Lessons Learned

1

2

3 4

5

6 7

8

9

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SOME EARLY WINS, OUTCOMES, AND LESSONS LEARNED…

OUR SO WHAT

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“SPRINTING THE MARATHON WITHOUT BREAKING A SWEAT!!”

UI HEALTH: PRESENT DAY 2014

Recommend Hospital (Definitely "YES")

SIGNIFICANT LEAPS IN THE PATIENT EXPERIENCE…

ADDRESSING CONCERNS/COMPLAINTS…

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Baseline FY13

Q2 FY13 Q3 FY13 Q4 FY13 Q1 FY14 Q1 FY140%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

55%60%

84%93% 97% 98%

% Patient Complaints/Grievances Addressed within 3 Days

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WIDENING OUR FRONT DOOR – IMPROVING ACCESS TO CARE

Achieved >50% reduction in abandoned calls and reduced access wait time by >75% in less a year!

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Baseline Current0

102030405060708090

100

% Employees Choosing us for Care

ENGAGING OUR WORKFORCE …

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0

5

10

15

20

25

30 Day All Cause Readmissions (Pilot Improvement Units)

7E MedicineLinear (7E Medicine)7E Stepdown

30 D

ay A

ll Ca

use

Read

mis

sion

AND IMPROVING CARE OUTCOMES…

Achieved >40%

improvement!!

LESSONS LEARNED AND STILL LEARNING…

Being creative with cultural obstacles was critical to our success

Prescriptive “cookie cutter” approaches don’t work in every environment

Leadership commitment and development is an essential ingredient

Employing LEAN improvement methods coupled with behavioral best practices is our secret sauce

Innovation and Imitation is the best form of flattery

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CLOSING MESSAGE…

“Perfection is not attainable,

but if we chase perfection we

can catch excellence.”

- Vince Lombardi

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QUESTIONS…

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SPEAKER CONTACT INFORMATIONDr. Airica Steed, Ed.D, MBA, RN, CSSMBB, FACHE,

IASSCEnterprise Chief Experience Officer (CXO)Clinical Assistant Professor – School of Public Health

& NursingUniversity of Illinois Hospital & Health Sciences

Systemasteed@uic.edu or 312-355-5709 (phone)