PATIENT EXPERIENCEELEVATING CARE AND CARING

New Employee Orientation

• What is the Patient Experience? 1

• How is it measured?2

• How can you make a difference?3

Today’s Overview

What is the Patient Experience?

The sum of all

interactions, shaped by

an organization’s culture, that influences patients perceptions across the

continuum of care.

Patient

Processes

Interactions with people

ProceduresUncertainty

and Anxiety

Environment

How do we measure?

Not this way!

We Measure

• To monitor success and identify areas needing improvement at United Regional we partner Press Ganey.

Measurement Tool• Press Ganey mails a survey to random

patients' homes, that asks patients to rate various aspects of their visit. There are two types of questions; one scale is rated very good to very poor . The HCAHPS questions are rated “Never” to “Always”.

11

What is HCAHPS?

Hospital

Consumer

Assessment of Healthcare

Providers and

Systems

Who is Eligible?- All payer types- 18 years or older- At least one overnight stay in the hospital- Non-psychiatric/rehab diagnosis- Alive at the time of discharge and

discharged to home

“HCAHPS is a tool to be used for public reporting

of major areas of hospital performance to support consumer choice” -CMS

• “During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?”- Never- Sometimes- Usually- Always- I never pressed the call button

HCAHPS Question

Questions Everyone Impacts

Overall Rating Using any number from 0 to 10, where 0 is the worst

hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital during your stay? 0-worst—10-best possible hospital

Would you recommend this hospital to your friends & family? Definitely no, probably no, probably yes, definitely yes

• http://medicare.gov/hospitalcompare/

Publicly Reported

How can you make a difference?

Empathy - The Human Connection

http://www.youtube.com/user/ClevelandClinic

Empathy

Empathy is an essential to the quality health care. This video illustrates the value of seeking to understand others' experience. Listening, noticing and responding helps us to build connections with patients, family members and caregivers.

Empathy also helps those of us who are privileged to work in health care settings to know and support each other.

Treat Everyone like a VIP

Who is in your picture frame?

Our patient's memories of us are built at every step along the way... from when they come in until they return home.

What are our patients telling us? • The house keepers were so pleasant, efficient and well-trained and one in

particular was so outstanding I took the extra step of talking to the department supervisor to compliment her.

• The cleanliness in particular is SO important and I came in with life-threatening infections and was very vulnerable and the housekeepers are the first line of defense against infections! The outstanding employee was *Ernestine Shaw- what a joy and blessing to see her, she made my day!

• 6 Center nurses Amy and Evelyn were amazing and the patience care tech Tonya was outstanding! The nurses were the best in my opinion - Wonderful services all ways.

• Very professional and excellent care requiring an emergency appendectomy on a holiday weekend.

• Thank you very much. This was the best hospital experience every for me and I have several

• ED - I entered United Regional feeling as if I was on my death bed and at the end of my road. I left feeling like a grand champion, revived, revamped, restored, replenished. "God bless United Regional"

I am the Patient Experience

• Smile and acknowledge everyone in hallways, elevators and when they approach your work area.

• Use 10-5 Approach: When 10 feet from someone, make eye contact. When 5 feet from someone, greet them.

• Offer to help those who are lost, and when possible, escort them to their destination.

• Meet patient and family members’ immediate needs, or graciously find someone who can.

• Listen and empathize, avoid interrupting, and confirm what you have heard.

• At the end of an interaction, in person or by phone, thank them for choosing United Regional.

How can you impact the patient experience?

What memories are our patients taking with them?

Regardless of role, title, shift, location everyone needs to be alert for their opportunity to create a lasting impression.

Always

• It takes everyone in the organization “Always” connecting with our patients and guest.

• You make a difference-one interaction at a time.

WHAT WILL YOU DO TO MAKE A POSITIVE IMPACT ON THE PATIENT EXPERIENCE?