patient experience: data driven insight to performance management mark a. walker, mha, mba director...
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PATIENT EXPERIENCE: DATA DRIVEN INSIGHT TO PERFORMANCE MANAGEMENT
Mark A. Walker, MHA, MBA
Director of Business Development
Fertility Centers of Illinois
Learning Objectives• Understanding why patient experience data and insights
in the age of consumer driven medical care
• Finding tools that exists to obtain patient experience data and insights
• Discovering unique ways to apply these tools
• Measuring data points and which are most important to your practice
• Implementing data driven change in the clinical setting
“If quality is to be at the heart of everything we do, it must be understood from the perspective of patients.”
Lord Darzi, MD
Disclaimer:
I don’t believe “customer service” is a strategic advantage!
Weird, right? Most customers have no idea what constitutes quality or how to
evaluate it. You put yourself in the position of having to “prove it” to the customer
so they can actually see if for themselves.
You have to be so far above the industry that it would be obvious. Anything short and the competitors can easily negate your advantage!!!
True or False:
Patient satisfaction surveys are a good idea?
Answer: That depends on your perspective….
Several excuses can affect perspective: You don’t feel the data is reliable… You think it’s too costly… Maybe you just don’t want to be measured… You don’t understand what you’re measuring…
A Fundamental Change in Health Care
• A rapid growth in availability and use of health care information…
• Growing desire to be more involved and active in decisions…
• A trend towards customization of products and services leads to a marketplace of options…
• Ultimately a declining level of trust in institutions like hospitals, insurance companies and even physicians…
California Healthcare Foundation: http://www.chcf.org/~/media/MEDIA%20LIBRARY%20Files/PDF/C/PDF%20ConsumersInHealthCareBurdenChoice.pdf
Attainable Wisdom: Listen, Learn & Fulfill
Patient Needs Real Concern Opportunity
Difficult to measure success of care.
Don’t have resources to track
personal health information. Patients Do Not
Feel Heard in Process!!!!
Patients want to be known and heard.
Unable to make informed financial
decisions.
Access to timely and convenient
care.
Patients want easy access to healthcare information and services.
DEMAND GENERATION
Don’t feel well informed about conditions or
treatment plans.
Leave appointments
confused about next steps.
Patients want to understand their disease, care plan AND
want to have providers talk to each other.
Struggle to keep provider informed.
Don’t feel like anyone is
coordinating their care.
Patients want to be “shepherded” through the process.
Organize the Opportunity Right in Front of You
Defining Research
Quantitative
• Logical and data-driven.• Provides a measure of
what people think from a statistical and numerical point of view.
For example, if you wanted to know how many of your patients support a proposed change in your products or service and how strongly (on a scale) they support it.
Qualitative
• Helps reveal a range of behavior & perceptions on a specific issue.
• In-depth studies of small groups of people to guide and support the construction of hypotheses.
• More descriptive rather than predictive.
What Kind of Research?Task Research Method
Monitoring PerformanceQUANTITATIVEPatient Experience Surveys
Assessing Quality of Care Patient Experience Surveys
Determining Population Priorities Local Population Surveys
Patient EngagementQUALITATIVEPatient Panels
Stakeholder Concerns Analyze Written Materials
Attitudes and Beliefs Focus Groups
Testing Services OfferedMystery ShoppingDirect Observation
Public Opinion Intentional Events & Conversations
Available Tools:
A multitude of tools exist to help you capture
feedback easily from your patients.
AND MANY MORE….
However…
It’s NOT the tool that’s important!
3 Tenants of a Valuable Survey
BREVITY
CLARITY
CONSISTENCY
Even an in house survey can be valuable, if implemented correctly!
Application of Existing Tools:
There are many ways to apply them in your practice
Email Surveys:
Paper Based Surveys:
What are the data points?
• Loyalty Index – This is the Net Promoter Score (NPS). NPS is calculated on results from the “Likelihood to Recommend” question on the survey. The NPS calculation is the standard (5s – (1s + 2s + 3s)) / Total Responses).
• Overall Satisfaction – This is the average of the overall experience question - “Please rate your overall experience at XYZ Practice.
• Likelihood to recommend – This is the average of the likelihood to recommend – “What is the likelihood to recommend XYZ Practice to your friends and family?”
Quantitative
Implementing Change• Change is hard:
“The first step toward change is awareness. The second step is acceptance.”
Even the most change-averse physician groups are finding it difficult to stay the same.
How to Gain Buy In:• Present The Data: Graphs’ and Charts are most effective
(and most well received by Physicians)
• Direct and Relevant Quotes to Support Data:“I think what this comes down to is going through this process is incredibly stressful.
The definition of stress is feeling like you’re not in control… There are so many things that are out of your control that every little bit that they can tell you:
‘this is what’s going on, this is what you can do, and this is what we are going to do to help you,’ will improve that experience for us.”
• Photo’s, Video’s and Visuals:
Patient Tesimonial Video
Gaining Buy In Continued…• Involve Key Stakeholders:
Leadership
Nurses
Physicians
Support Staff
IT Department
Patients
Getting these groups involved from the start will make your task easier and will insure the final outcomes are
more successful and wide-reaching.
You Have Buy In, Now What?• Create a Work Group: Be Clear with what you are trying
to accomplish! Groups without clarity are doomed.
Choose Participants Carefully
Cross-Functional
Build Relationships
Match Skillset with responsibilities
Delegate Specific Actions
Encourage, Encourage, Encourage
SMART GOALS
"Many people fail in life, not for lack of ability or brains or even courage, but simply because they have never
organized their energies around a goal.“
- Elbert Hubbard
SMART Goals• Specific: Determine EXACTLY what needs to be done
• Measureable: Make sure you know how you will achieve
• Achievable: Be realistic
• Relevant: Relate the actions to important issues
• Timebound: Set a specific date for completion.
Create and Action Plan
A Sample Action Plan: Reduce Check in Time
Identified Issue Objective Work
Required Timescale ResponsibilityLink with
Other Work
Patients Check in Time is Too Long
Reduce Check in Time for Patients
• Check in Process Evaluation
• IT System Evaluation
• 1 Week = Data collection.• 2 Weeks = Systems
Review• 2 Weeks = Test New
Process
• Office Manager• Front Desk Staff• IT Department
Increase Patient Throughput and Physician Effectiveness
Questions?
Mark A. Walker, MBA, MHA, EMT-P
Director, Business Development
Fertility Centers of Illinois
1-847-832-6840