Creating Ideal Experiences

UMHS Service Excellence Program

3RD ANNUAL PATIENT AND FAMILY CENTERED CARE CONFERENCE

Redefining Relationships in Health Care

Cassandra Willis-Abner

November 30, 2011 1

UMHS Strategic Direction Our vision: Create the future of health care through discovery

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Ideal Patient Care Experience

Michigan Experience Starts with ME!

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SERVICE EXCELLENCE

Focus On The Three PsThe people the team members,

patients & families experience

The process the team members,

patients & families experience

The place the team members,

patients & families experience

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Focus in on:

daily tasksinteractions

communicationsbody language

actionspolicies

resources

Implementation Strategy Prepare the Leader Model

Learn it leaders learn it

Live it leaders

model the expectations

Teach it knowledge transfer by

leaders

Lead it monitor for consistent

performance

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• Leaders partner with Service Excellence Consultant• Prepare leaders to teach principles and examples to staff

• Measure improvement in satisfaction and engagement

~Phased implementation to occur over 24 month period~

Ideal Patient Care ExperiencesService Excellence Blueprint

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IPCE/Service Excellence VideoUMHS SE Philosophy CardGO BLUE Daily Team HuddlesWords that WorkR.E.L.A.T.E. Communication ModelH.E.A.R.T. Communication ModelLeader “Gemba” RoundingTEMPO (Creating safe interactive

moments)

Creating the Ideal Patient Care Experience Service Excellence Video Packet

• Goal: Facilitate introduction to UMHS vision and promote readiness for future roll-out of curriculum

Service Excellence Video Packet

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Five Chapters – Every Word Has Meaning Every Patient & Family is Unique Creating a Culture of Caring What to do When Things Go Wrong Understanding the Stress of Illness

Donor Funded By Governor and Mrs. Rick Snyder & Mr. and Mrs. Ken Whipple

Over 6,500 employees in

process of viewing video

UMHS Service Excellence Philosophy and Commitment Card

Service Philosophy My Commitment

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Promoting Team Connections

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A Sensitive Approach to Scripting

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Communicating the Message that “We Care”

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A Service Recovery Model

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Leaders Gemba Rounding on Employees

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We are all in this together

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DISCUSSION

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How will we measure our success?

• Patients/Families included in improvement efforts

• Engaged employees (via EE Survey)• Patients expectations consistently

exceeded (via Press Ganey, ACS and HCAHPS)

• Consistent framework exists across UMHS

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Thank You!

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