THE POWER OF CONNECTIONS SECRETS FOR MOVING THE … · is the natural evolution of a partnership...
Transcript of THE POWER OF CONNECTIONS SECRETS FOR MOVING THE … · is the natural evolution of a partnership...
THE POWER OF CONNECTIONS:SECRETS FOR MOVING THE
ORDINARY TO EXTRAORDINARY
©2019 Integrated Loyalty Systems
The Mammogram
©2019 Integrated Loyalty Systems
JASON NEWMARK JAKE POOREPresident and CXOIntegrated Loyalty Systems
Vice PresidentBaystate Health
About Baystate Health
Baystate Health, a Top 15 Integrated Delivery System of four hospitals, including Baystate Medical Center, the largest hospital outside of Boston and the Western Campus of Tufts University School of Medicine.
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•4Hospitals•12,000Employees•1,200MedicalStaff•OwnInsurancePlan-HealthNewEngland•200,000coveredlives
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Project Background...
The Baystate Breast & Wellness Center is the natural evolution of a partnership between the two premier breast programs in western Massachusetts: Radiology & Imaging, and Baystate Health’s Comprehensive Breast Center.
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TheSituation
• BuildingaNewBreastCenter• ClosingComprehensiveBreastCenter*
• Employeesnotmovingintonewcenterfor6monthsafteropening
• Acquisitionof19Radiology&ImagingCenters
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... and avoid any“turf battles.”
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We Identified Our “Construction Crew”
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What You Stand For...
...and What You
Will Not Stand for Anymore
DemystifytheCulture-byBeingClearon…
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WHATWESTANDFO
R
Our “True North” What we strive to create for each
individual, as a sum of all the steps they take with us.
WHATW
EWON
’TSTANDFOR
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We Identified Our “True North”Together, we inspire hope
and promote wellness
in our community by creating patient-driven experiences of outstanding quality, delivered in a caring and
compassionate environment.
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Our GraffitiAtBaystateHealth
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Capturing the Voice of the Patient
“I DON’T WANT TO GO BACK TO THE ANNUAL EXAM!”
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Why is this “Graffiti?”
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VERBAL GRAFFITI
“I don’t know.”
“I’m off the clock now.”
“We’re short-staffed today.”
“It’s not my job.”
“You’re not my patient/customer.”
“What’s your patient ID?”
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ED
ECG
MOB
Outpatient DRG
PTO
EMR
“ROOM THE PT”
DISCHARGE FTE
MD
STAFF
Ambulatory
Inpatient
“The Kidney in Room 3”
OR RVU
IVPA
STAFF
EMT
AVOID HEALTHCARE SPEAK: “JARGON MONOXIDE”
IV PPEMTA ICU
RN
PT /OT
PA
MD
VENT
CT
Triage
NPO
MRI
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EMPLOYEES & PHYSICIANS ID THEIR OWN “GRAFFITI”
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The Law of Memorable Moments
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Very Good Experience
Average Experience
Poor Experience
Exceptional Experience Delights you!
Exceeds Your Expectations
Meets Your Expectations
Below Your Expectations
4 Levels of Patient Experience Impact on the Patient
PX Scores = 5
PX Scores = 4
PX Scores = 3
PX Scores = 1-2
Patient Satisfaction Scores
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Very Good Experience
Average Experience
Poor Experience
Exceptional Experience Delights you!
Exceeds Your Expectations
Meets Your Expectations
Below Your Expectations
4 Levels of Patient Experience Impact on the Patient
PX Scores = 5
PX Scores = 4
PX Scores = 3
PX Scores = 1-2
Patient Satisfaction Scores
me·di·o·cre ˌmēdēˈōkər/
1.of only moderate quality; not very good."a mediocre actor"
2.ordinary, average, middle-of-the-road, uninspired, undistinguished, indifferent, unexceptional, unexciting, unremarkable, run-of-the-mill, pedestrian, lackluster, forgettable, amateur, amateurish
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USING H-B-H TO CREATE MEMORABLE MOMENTS
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Make eye contact & Smile.
Sit at patient’s eye level
“Connect the Belly buttons.”
Friendly Voice tone.
Explain in plain language... avoid acronyms and healthcare jargon.
Name Tag Over your
Heart
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Creating Our Department Always Playbook
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IMPACT ON THE PATIENT
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BaystateBreast&WellnessResults
• PatientSatisfaction-75thto100%(6mos)• #1PXinthehealthsystem• HarvardBusinessCase• AnnualVolumeGrew32kto35K-1yr(10%)
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“Merge & Loose Not One Patient”
CODE NAME: The Baystate Breast & Wellness Center is the natural evolution of a partnership between the two premier breast programs in western Massachusetts: Radiology & Imaging, and Baystate Health’s Comprehensive Breast Center.
Our Vision Baystate Health will transform the delivery and financing of health care to provide a high quality, affordable, integrated and patient-centered system of care that will serve as a model for the nation.
1 Outcome: 2 Competing Services
2010Volumes R&Isite1 R&Isite2 CBC Total
Mammoscreening 7,679 7,211 13,168 28,058
MammoDX 2,722 3,717 6,439
Biopsies 1,080 2,607 3,687
Total 11,481 7,211 19,492 38,184
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Goal: Be #1 in Patient Satisfaction at Baystate Health
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Lessons Learned: Transforming Culture1. Have a clear, simple blueprint. 2. Help each employee understand their role. Constant communication.
Leaders need to be present and accessible. • Lots of listening • 1:1 time • Repetition, repetition, repetition • Reinforcement—be specific • Celebrate success
3. Get people ‘off the bus’ if they do not believe. 4. Stress and reward collaboration and teamwork. 5. If you are not caring for a patient, you should be caring for someone who is. 6. Never take your eye off the ball. Share metrics, accountability. 7. Do not underestimate the amount of time this takes!
©2019 Integrated Loyalty Systems
JASON NEWMARK JAKE POOREPresident and CXOIntegrated Loyalty Systems
Vice PresidentBaystate Health
THANK YOU!