The Patient Hospitality Program

August 10th, 2016

Christopher Malcaus,Patient Hospitality Ambassador

Facts of Bellevue’s Hospitality Program

• The Hospitality Program launched in October 2015 by catering to only overnight guests in distributing hospitality kits.

• In November 2015, the Hospitality Program began its non-clinical services to patients on the 16th floor.

• In January 2016, in collaboration with St. Joseph’s College, an expansion of services to units 15N and 15W was facilitated.

• Due to the success of the Hospitality Program, its non-clinical services have been increased to span floors 15, 16, and 17.

• Student-interns and volunteers, in addition to the program’s employees, are the backbone of the Hospitality Program.

• Student-interns are acquired from St. Joseph’s College, Lehman College-CUNY, and Monroe College.

• The Hospitality Program is essential in order to improve patient satisfaction and enhance Bellevue’s standing in the medical field.

Problem Statement:

The Hospitality Program under the Office of Strategic Management at NYC H+H/Bellevue serves patients on a daily basis and caters to their non-clinical needs. The Hospitality Program maintains a generic database that is incomplete in terms of specificities (e.g., scheduling patients’ barber appointments and documentation of how many times such appointments were made over the past nine months). In order to operate more efficiently, the Hospitality Program would need a detailed database that would log all patients’ issues and requests on a monthly basis. A detailed database would allow specific departments to better anticipate and address patient needs, which would improve overall patient satisfaction.

Scope: All patient issues and requests reported to the Hospitality Program.

1. Reason for Action

Measure Initial

Number of specific patient issues and requests tracked. 0%

2. Initial State

• Current database tracks the amount of patients visited on a daily basis and not the specific issues and requests.

• The specific patient issues and requests are not tracked by respective unit or department.

• The Hospitality Program maintains a limited number of Patient Hospitality Ambassadors to aid patient needs and to track such needs.

3. Target State

To create a comprehensive database that captures all patient issues and requests, and the exact number of patients who report such issues, on a monthly basis.

To monitor trends of patient issues by unit on a monthly basis.

To increase the number of Patient Hospitality Ambassadors with a stronger marketing program.

Measure Initial Target

Number of specific patient issues and requests tracked. 0% 100%

4. Gap Analysis

Gap Root Cause(s)

The specific patient issues and requests are not tracked by respective unit or department.

• There is no advanced database for tracking patient issues and requests.

There is limited time in which to complete Patient Hospitality tasks.

• There is not enough of Patient Hospitality staff to create the database and fulfill all Patient Hospitality-related tasks.

• There is a lack of a robust marketing plan for student-intern outreach.

Problem/Root Cause If we… Then we…There is no advanced database for tracking patient issues and requests.

• Create a more advanced database to track patient needs

• Could follow and determine trends related to patient issues and requests

• Could report patient issues and requests back to their respective departments to better anticipate patient needs

• Could serve and cater to patients more efficiently and enhance our actions towards fulfilling the 20/20 vision

There is a lack of a robust marketing plan for student-intern outreach.

• Create a marketing plan to attract and retain more student-interns

• Have a larger number of Patient Hospitality Ambassadors to track and address patient needs

5. Solutions Approach

6. Rapid ExperimentsPlan Result

To create a more advanced database to track patient needs.

• Previous specific patient needs were input into database from November 2015 to June 2016.

• 100% of specific patient needs were tracked in July 2016 for each unit.

• Able to trend patient issues and requests over the past nine months.

Patient Issues and Requests:November 2015 – July 2016

November December January February March April May June July TotalSocial Worker 7 47 10 10 32 28 26 25 22 207Doctor/Nurse 7 44 7 23 35 48 18 25 23 230Food/Issues 3 10 9 5 15 17 10 18 20 107Beauty Salon 0 10 3 1 4 7 20 13 31 89Other 5 29 10 15 40 21 27 9 29 185

November December January February March April May June July0

10

20

30

40

50

60

Patient Issues and Requests: November 2015 – July 2016

Social Worker Doctor/Nurse Food/Issues Beauty Salon Other

15th Floor - Most Patient Issues and Requests

10

10

20

30

40

50

60

70

80

15th Floor: November 2015 – July 2016

Social Worker Doctor/Nurse Pain Beauty Salon Food/Issues Other

Social Worker 41

Doctor/Nurse 77

Pain 24

Beauty Salon 24

Food/Issues 23

Other 47

16th Floor - Most Patient Issues and Requests

10

10

20

30

40

50

60

70

80

90

100

16th Floor: November 2015 – July 2016

Social Worker Doctor/Nurse Pain Beauty Salon Food/Issues Other

Social Worker 100

Doctor/Nurse 88

Pain 43

Beauty Salon 54

Food/Issues 50

Other 71

17th Floor - Most Patient Issues and Requests

10

5

10

15

20

25

30

35

40

45

17th Floor: November 2015 – July 2016

Social Worker Doctor/Nurse Food/Issues Financial TV Service Other

Social Worker 40

Doctor/Nurse 24

Food/Issues 24

Financial 10

TV Service 9

Other 41

What Who When Status

Create and complete database.Christopher Malcaus and

Valerie Waysome

07/31/16 Complete

Create an automated dashboard for the new database to visualize the metrics and trends.

Christopher Malcaus 08/07/2016 Complete

Create a student-outreach marketing plan for Hospitality Program.

Patient Hospitality

Ambassadors 10/31/16

7. Completion Plan

Measure InitialJune

TargetSeptember

30 DaysJuly

60 DaysAugust

90 DaysSeptember

Number of specific patient issues and requests tracked.

0% 100% 100%

8. Confirmed State

What Went Well What Hindered

• Having one task (i.e., inputting data into database) allowed me to complete that task in time due to constraints on my Bellevue schedule.

• A small number of Patient Hospitality Ambassadors with whom to collaborate on the database.

What Helped AHA!!

• Meetings with supervisors Frances Arscott, Dr. Leslie-Ann Bolden, and Valerie Waysome

• A-3 Training: Brendan Nimphius• Breakthrough/Green Training: Kim Tran• Silver Training• Fire-extinguisher tutorial• Guidance from staff members Nazia

Bokhari, Alpher Sylvester, and Alexander Fier

• More student-interns and volunteers are needed!

9. Insights

Draft of Marketing Plan

College Program(s) to target

St. John’s University Health & Human Services (Queens);Hospitality Management (Queens & Staten Island)

St. Francis College Health Care Management; Pre-Health Professions

Baruch College-CUNY Business Communication/Minor in Corporate Communication

New York City College of Technology-CUNY

Health Service Administration

New York University Hotel & Tourism Management