Pit Crew:How Communication Fuels

the Ambulatory Surgery Center Patient Experience

Our TeamLoAnn VandeLeest, CEO, CRSC

Gayle Bultsma, Clinical Director, CRSC Mark VanderKlipp, Partner Connect CX

AgendaThe WHY?

Process Launch

Strategy Ongoing

WHY?Our mission is to provide the

highest quality patient carein a safe, efficient and

cost-effective manner.

WHY?Because PEOPLE are the focus

of all that we do.

WHY?Better patient experiences will

maintain Medicare reimbursements

$160,000Average annual potential

Medicare revenue loss

Experiences happeneither by DESIGN or by DEFAULT

THE GOALProvide patients and families with

as much clarity as possible throughout their experience

Quiz break THE WHY

It’s all about the money It’s all about the patients

It’s all about the staff It’s all of the above

The ProcessAnticipate

Connect Deliver

ANTICIPATEVisualize the PX landscape

Involve leaders from across CRSC

RESEARCHJanuary-August 2016

Nothing was explained to me. The doctor did a quick go-through on

the procedure and before I knew it he was gone. My wife called out and he

kept on going.

(Anthony M.)

There is no quiet waiting area. Multiple TVs made it hard to read,

relax or have a conversation with anyone.

(John Z.)

I did not understand that I was not to drink water before my procedure. The nurse

alarmed me and said I could aspirate during the procedure. That terrified me. I was

fearful the entire time until doctor arrived.

(Lila A.)

PERSONASAnticipating the experience

Yvette Fevurly interior designer Project Coordination . Research & Analysis . Space Analysis

Yvette Fevurly interior designer Project Coordination . Research & Analysis . Space Analysis

CONNECTMessage | Member Medium | Moment

V E R B A L

P R I N T E D

D I G I T A L

P L A C E

Quiz break THE WHO

??? over heads everywhere Bubbles in the clearing mist

Searching for footing

Quiz break THE TOOLS

Put it on the shelf for later Prototyped and tested

Spent big $$, learned the hard way

DELIVERPX Team

Process Improvement Champions

Language“Assuring that the financial

obligations of your healthcare are fulfilled as expediently as possible”

Language“Making sure you pay your bill on time”

Quiz break LAUNCH

Custom fortune cookies All-staff evening shindig

Under the radar: learn by osmosis

LAUNCHAugust 29, 2017

CHAMPIONSSeptember, 2018

ReferringPhysician

BusinessOffice

FrontDesk

Pre-Op

PatientFamily

ProcedureOR

AdminHR/Quality

Facility

MaterialsSupply

CentralProcessing

Post-OpPhases 1&2

ECU

EndoProcedure

A U G U S T 2 0 1 6

ReferringPhysician

BusinessOffice

FrontDesk

Pre-Op

ProcedureOR

AdminHR/Quality

Facility

MaterialsSupply

CentralProcessing

Post-OpPhases 1&2

ECU

EndoProcedure

PatientFamily

PX CHAMPIONSPX

ADMIN

P R O C E S S I MP

RO

VE

ME

NT

O C T O B E R 2 0 1 7

Meeting ScheduleBi-monthly

Share ideas, stay accountable Be PX ambassadors

Quiz break ROLLOUT

Rocky start, strong pace maintained Momentum peaked, tanked

They all lived happily ever after

HELP!!Staff had responsibility, but no authority

Did not enlist others in ideas Lost momentum, became a target

Name/brand ChangeCopper Ridge Surgery Center

STRATEGYJanuary, 2018

Develop the Plan Implement the Plan

Set the Expectation Establish Benchmarks

Define Accountability Communicate Frequently

The PlanStaff Retention/Engagement

Case Volume/Block Usage Community Trust

The ToolsChampion position descriptions

CRSC Pledge Infinity Loop/New Brand tie-in

Team charters

Position Title: Patient Experience Champion Reports To: Chief Patient Experience Officer (CPO) Mission: In the performance of one’s duties, the Patient Experience Champion reflects the mission, vision and values of the Copper Ridge Surgery Center. Values: Confidentiality, Quality, Teamwork, Trust and Respect. Key Areas of Responsibility:

• is an ambassador of CRSC’s patient experience enterprise. Being an ambassador means that s/he will act as a representative, promoter, supporter, backer, and booster of the activities surrounding the entire patient experience. This includes keeping the patient experience forefront in the staff’s thoughts and activities, permeating every interaction and communication within the organization.

• will act as a PX role model to others, encouraging staff engagement • Communicates to her/his department at staff meetings regarding the PX initiatives and

results. • is responsible for attending all champion meetings. If unable to attend, will communicate

their department’s PX activities to another champion who can report to the group on their behalf.

• will be accountable to read minutes of missed meetings to be fully aware of activities. • will actively and promptly initiate and participate in improving aspects of the PX within

their department and sharing them with the champion group. • will be committed to being a champion for a minimum of 1 year, rotating off the

committee periodically, to promote others to become champions. • will be required to complete assigned tasks by designated deadline. • will act as a resource to other PX Champions

Approvals: ___________________________________ ___________ Employee Date ___________________________________ ____________ CPO Date

4100 Park Forest Drive | Traverse City, MI 49686 Office: (231) 392-8900 | Fax: (231) 392-8973

www.surgerytc.com

Be accountable: • I will be accountable to my patients and my peers for my decisions • I will follow through, each and every time

Show respect:

• I will show respect to everyone, everywhere, every day • I will treat people with grace • I will pause and listen

Practice stewardship:

• I will carefully use the resources entrusted to me • I will be creative and look for new ways to do my work • I will use wisdom when it comes to my impact on the environment

Demonstrate compassion:

• I will demonstrate compassion and understanding in all of my encounters with others • I will always strive for the human connection • I will have empathy and never forget that life matters

Work as a team:

• I will approach all of my work with a spirit of collaboration • I will communicate through courageous conversations • I will have integrity and be positive • I will remain open minded and solution oriented • I will go above and beyond

Reinforce safety:

• I will make creating safe work practices a top priority every day • I will be alert, aware and act • I will continually observe, assess and improve my work area

Signature

As a member of the Copper Ridge Surgery Center team, I commit to the following:

AIM Statement: In a commitment to shift how healthcare works, we must dedicate ourselves to the broader human experience, honoring both the patient experience at its core and the experience of all those driving and supporting healthcare’s efforts every day.

In cooperation with Corporate Communications

STAFF ENGAGEMENT AND RETENTION TEAM

(STAFF SATISFACTION)

____________________________________

____________________________________

____________________________________

GOAL: DECREASE TURNOVER BY __10___% AND BE TRANSPARENT ABOUT RESULTS.

EMPOWER AND ENGAGE STAFF:

1. SIGN PX COMMITMENT PLEDGE

2. MODEL YOUR COMMITMENT IN ALL PEER INTERACTIONS

3. NEW STAFF ONBOARDING BY HR TO INCLUDE JOB SHADOWING

4. PERMISSION FOR EXISTING STAFF TO JOB SHADOW OTHER DEPARTMENTS

5. RECOGNIZE WORKING AT CRSC AS A PRIVILEGE

6. ATTITUDE OF GRATITUDE

7. STAFF EVENTS (ALL STAFF POTLUCKS, PX WEEK, ETC.)

8. EMPLOYEE SATISFACTION SURVEY

9. TAKE ADVANTAGE OF BERYL INSTITUTE MEMBERSHIP

10. MANDATORY WEEKLY E-MAIL CHECKS

11. ENGAGE WITH CHAMPIONS

REPORT TO ALL STAFF QUARTERLY:

1. TURNOVER RATES

2. STAFF SURVEY RESULTS

Bulletin board photo

The GoalEnlistment

Transparency Honesty

LeadershipCoaching

Presentations

And NOW …April, 17, 2018

Patient Experience (PX)It’s not just a project. It’s a WAY OF BEING.

Quiz break QUESTIONS

Thank you!