title of presentation - studer group · presentation objectives •understand how a strong culture...
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CME Disclosure
• Accreditation Statement
– Studer Group is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.
• Designation of Credit
– Studer Group designates this educational event for a maximum of 12 AMA PRA Category 1 Credits™. Physicians should only claim credit commensurate with the extent of their participation in the educational event.
• Disclosure Policy
– Martin Padgett and Kathy Neuner have disclosed that they do not have any relevant financial relationships with any commercial interests related to the content of this educational event.
The Best HCAHPS Defense:
A Good Offense
Martin Padgett, CPA, MBA, FACHE
President & CEO, Clark Memorial Hospital (Jeffersonville, IN)
Kathy Neuner, RN,MSN
VP, Inpatient Services, Clark Memorial Hospital (Jeffersonville, IN)
Presentation Objectives
• Understand how a strong culture focused on measured patient satisfaction and quality will automatically result in high HCAHPS outcomes.
• Increase patient satisfaction / quality / HCAHPS scores through tools such as, hourly rounding or AIDET measures that hold team members accountable.
• Utilize patient satisfaction scores to increase volume and achieve financial success in a highly competitive market.
Clark Memorial Hospital
• 241 bed acute care community hospital
• 1600 team members
• 355 registered nurses
• Non-union hospital
• Highly competitive market with several healthcare systems
What Do We Do With This?
HCAHPS
• The HCAHPS bundle has been left on your doorstep…
So what do you do with it?
HCAHPS Fact Sheet
Health Care tomorrow will not remain exactly
like it is today. Transparency is
reaching new levels.
Hospital Implications:Hospitals that fail to
submit data will forfeit 2% of annual payment
update.
Public Implications: Many believe that publicly reported
information on hospital quality and patient
satisfaction will change how patients select their health care providers.
Hospitals can either integrate the HCAHPS survey with their own patient satisfaction
survey or use HCAHPS by itself.
HCAHPS is not something that just happens to us – we
control our interactions with patients.
CMH used
integrated
survey
The Best Defense is a Good Offense
Today’s competitive market demands hospitals aggressively manage HCAHPS results to be “best in market performers”
In other words…
A Good Offense
Clark Memorial Hospital Game Plan
Create a culture focused on
patient satisfaction to manage
HCAHPS results, increase
volume, and maximize
financial success.
Creating a Culture of Service Excellence
• A proactive or offensive move.
• At each level of the organization.
• Service and quality areembedded in the culture and everyday work flow.
SeniorTeam
Directors/Managers
Team members
• WAY Days
– We Appreciate You
• Positive reinforcement of quality and service.
• Employee satisfaction leads to patient satisfaction
Creating a Culture of Service Excellence
• High Five Awards
– Presented each quarter for high performing units in patient satisfaction
Creating a Culture of Service Excellence
• Ambassadors
– Presented each quarter for team members who live the mission and values of Clark Memorial Hospital.
• Quarterly Team Member Forums
– Communicate Pillar performance
• Leader Rounding
– Identify opportunities for improvement
– Work different shifts
Creating a Culture of Service Excellence
• Leader Development
– Skill building opportunities
Measuring What’s Important
• Press Ganey Associates, Inc.
– Since 2001
– Early adopter
– Integrates the HCAHPS tool with Press Ganey’s questions
– Created first as a quality indicator
– Helps ensures key drivers or leading indicators are not missed
• There is a correlation between the Press Ganey survey questions and Likely to Recommend on the HCAHPS survey.
Measuring What’s Important
Tracking Your Results
• HCAHPS results can be accessed through whynotthebest.org
• Capability to review as many hospitals as you like
• Compare your scores to the top 10% and 25% nationally
• Create your own facility profile
CMH Results
66%80%
91%
72% 71% 75%
0%10%20%30%40%50%60%70%80%90%
100%
2006 2007 2008
Perc
en
tile
Ran
k
National Patient Loyalty RankingConsistent Practice = Consistent Results
ATTENTION TO SPECIAL / PERSONAL NEEDS
HCAHPS: Likelihood to Recommend
Sustaining the Results
• Aligning actions to move from a culture of “sometimes” to a culture of “always”
– Hardwiring processes to always deliver quality care to every patient, every time.
“Always Coca Cola”
Coca Cola – 1993- 2000
Improvement Tactics
• Using Leader Evaluation Manager (LEM) to drive results and accountability.
– Goals are directly aligned with organization’s goals
– Helps leaders to prioritize goals
– Allows for mid-course corrections if necessary
• Patient Satisfaction Posters
– Encourage patients to help us improve
– Educate team that it is O.K. to get feedback
– Stress honest patient assessment
– Reminder to the team
Improvement Tactics
Improvement Tactics
• HandwashingCampaign
– Created as a contest
– January 09
– Improved safety, quality and patient satisfaction.
Improvement Tactics
• Key Words at Key Times
– Crystallizes patient satisfaction tools and standards.
Improvement Tactics
• Thank You notes
– Used hospital-wide
– Aligned with the rate/recommend questions.
Improvement Tactics
• Discharge Phone Calls
– Quality Initiative
• Improve post hospital compliance and outcomes
• Promotes open communication between patient and caregiver
• Prevent re-admissions
Improvement Tactics
• Hourly Rounding
– Improves patient care
– Promotes patient safety
– HCAHPS and patient satisfaction
– Reduces stress for the nursing staff
– Reduces patient anxiety
– Provides accountability
Sustaining the Results
Hourly rounding on the Orthopedics Unit showed:
– Most improved unit HCAHPS scores 2007-2008
Sustaining the Results
• AIDET
– Identifying basic service behaviors that reflect impressive customer service
– Reduces patient anxiety and manages expectations.
Acknowledge Introduce Duration
Explanation Thank
Improve Outcomes with Evidence Based Tools
• Communication from nurses to patients and families
– Start with hiring- peer interviewing
– Adopt AIDET
– Teach skills of attentive listening
– Teach phrases to avoid
– Teach behaviors to avoid
– Do walking introductions between shifts
Improve Outcomes with Evidence Based Tools
• Communication from doctors to patients and families
– Work with medical staff leaders and gain support on building a patient centered culture
– When delivering patient satisfaction scores to physicians offer solutions on methods to improve perceptions
– Teach nurses the skill of managing up the physician
– Give patients paper and pen for writing down questions
Improve Outcomes with Evidence Based Tools
• Call light response
– Set a standard on the patient care units for response time
– Teach everyone on the patient care unit that answering a call light is everyone’s responsibility
– Upon admission; teach the patient and family how to use the call light
– Institute hourly rounding on inpatient units.