M. Bridget Duffy, MD Chief Medical Officer Vocera Communications Twitter: @DuffyCXO The Evolving Use...
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M. Bridget Duffy, MDChief Medical OfficerVocera CommunicationsTwitter: @DuffyCXO
The Evolving Use of IT to Improve the Patient Experience
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“We must focus on innovations that improve humanity.”
– Earl BakkenFounder of Medtronic
Inventor of the Pacemaker
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CXO Roundtable
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Innovation Partners
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Quadruple Aim
Person-Centered
Cost
QualityJoy
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Wellbeing Checklist
Reconnect people to purpose
Improve physician and nurse relationship
Enable peak performance
Create a healing environment
Address emotional and spiritual needs
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Optimize Physician and Nurse Wellbeing
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Are You Disruptive?
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Physician Empathy Curve
MedicalSchool
Adapted from Hojat, M., Mangione, S. Nasca, T.J. &. Gonnella, J.S. (2005). Empathy scores in medical school and ratings of empathic behavior 3 years later. Journal of Social Psychology, 145 (6), 663-672.
Practicing
Nearing Retirement
MedicalSchool
Practicing
Nearing Retirement
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Imperatives for Transformation
Align experience with quality and safety.
Build a relationship-based culture.
Infuse the voice of patients and families.
Map the gaps in efficiency plus empathy.
Put science behind the human experience.
1
2
3
4
5
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Levels of Experience Differentiation
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“We are increasingly feeling like assembly line workers. That is ok for my car-it does not notice and has no experience.”
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Exhaustion
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Is Technology Making Us Less Human?
© 2011 Thomas G. Murphy, M.D.
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20 Day Stay 2001212 Pages
14 Day Stay 2011770 Pages
Meaningless Use
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Databases?
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Apathy
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The Key to the Ideal Experience
Human Experience=
Loyalty and Growth
Empathy+
Communication, Relationship,
Emotions
Experience Mapping
=Efficiency
Quality, Safety, Flow
Lean
+
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1. Build Infrastructure for Change
Quality Safety
President
Chief Medical Officer
Chief Nursing Officer
Executive Director, Experience
Program Director, Care Experience
Friends and Family Program
Experience Improvement
and Innovation
Experience Intelligence
Patient Navigator
Executive Medical Director, Experience
Experience
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2. Create a Relationship-Based Culture
Moved from 65th to 85th percentile rating in “top box” physician communication scores
Lowered risk-adjusted mortality to < 0.8%
*Less than 24 months
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3. Listen to Patient and Family Voice
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Design Human-Centered Solutions
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4. Map the Human Experience
Care Coordination
Last Impression
Connectivity that Creates Patients for
Life
First Impression
Patient and Family Friendly
Communication
Access and Registration
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5. Put Science Behind the Human Experience
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Put nurses and doctors back at the bedside
Improve physician and nurse communication
Create consistent seamless journeys
Address patients’ emotional and spiritual needs
Engage patients and families in plan of care
Differentiate with Always Events® Checklist
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First Impressions
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Case Study:
Patient Name: Dorothy Age: 94 Years Old Procedure: Aortic Valve
Surgery Goal 1-Week Post Op:
Return to water aerobics four days a week and toast her kids with champagne on her 94th birthday.
Informed Hope
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Code Lavender™
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Code Lavender™
“Likelihood to recommend” as a place to work.
163% increase*
*Within 6 months
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Moments of Truth
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Sacred Moment
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Sacred Moment
Patients ‘Likelihood to Recommend’
November 2011
December 2011
May 2013
31%44%
72%
Pre Post
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Empathy HardwiredEmpathy Rounds
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Empathy Rounds
39%* increase in ‘likelihood to recommend’
2,858 staff compliments captured in 4 months
*Within 12 months
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Data Tracker
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15% reduction in readmissions
63% increase in patient satisfaction
Post Care Connectivity
*Within 6 months
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Lasting Impressions
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“True Innovation Improves the Human Experience.” – Alexander Blass
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Contact
M. Bridget Duffy, MDChief Medical Officer, Vocera
www.vocera.comTwitter: @DuffyCXO
Copyright ©2014. Vocera Communications, Inc.