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    Patient Experience

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    qmrafika
    The document provides an overview of improving patient experience in ambulatory surgical centers (ASCs). It discusses OAS CAHPS surveys which measure patient experience, and how ASCs can work to submit data from these surveys. The presentation then outlines techniques ASCs have used to improve patient experience scores, such as personalizing the admission process, keeping patients informed, and making waiting areas inviting. It emphasizes that patient experience is defined by interactions with people and stresses the relationship between team member engagement, recruitment, training, and patient experience. The presentation concludes that leadership must clearly communicate expectations, recognize employees, and continuously evaluate and challenge processes to move patient experience from good to great.

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    Patient Experience

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    qmrafika
    4 views14 pages
    The document provides an overview of improving patient experience in ambulatory surgical centers (ASCs). It discusses OAS CAHPS surveys which measure patient experience, and how ASCs can work to submit data from these surveys. The presentation then outlines techniques ASCs have used to improve patient experience scores, such as personalizing the admission process, keeping patients informed, and making waiting areas inviting. It emphasizes that patient experience is defined by interactions with people and stresses the relationship between team member engagement, recruitment, training, and patient experience. The presentation concludes that leadership must clearly communicate expectations, recognize employees, and continuously evaluate and challenge processes to move patient experience from good to great.

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    The document provides an overview of improving patient experience in ambulatory surgical centers (ASCs). It discusses OAS CAHPS surveys which measure patient experience, and how ASCs can work to submit data from these surveys. The presentation then outlines techniques ASCs have used to improve patient experience scores, such as personalizing the admission process, keeping patients informed, and making waiting areas inviting. It emphasizes that patient experience is defined by interactions with people and stresses the relationship between team member engagement, recruitment, training, and patient experience. The presentation concludes that leadership must clearly communicate expectations, recognize employees, and continuously evaluate and challenge processes to move patient experience from good to great.

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    © All Rights Reserved
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    4 views14 pages

    Patient Experience

    Uploaded by

    qmrafika
    The document provides an overview of improving patient experience in ambulatory surgical centers (ASCs). It discusses OAS CAHPS surveys which measure patient experience, and how ASCs can work to submit data from these surveys. The presentation then outlines techniques ASCs have used to improve patient experience scores, such as personalizing the admission process, keeping patients informed, and making waiting areas inviting. It emphasizes that patient experience is defined by interactions with people and stresses the relationship between team member engagement, recruitment, training, and patient experience. The presentation concludes that leadership must clearly communicate expectations, recognize employees, and continuously evaluate and challenge processes to move patient experience from good to great.

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    of 14

    4/12/2016

    Patient Experience: Good to Great!


    April, 2016
    Angela Kramer & Nancy Burden

    FSASC Quality & Risk Management Conference


    April 2016 Renaissance Orlando at SeaWorld

    OBJECTIVES
    Upon completion of this presentation the
    learner will be able to

    1) Describe OAS CAHPS


    2) Explain techniques used to improve patient experience in the
    ASC
    3) Identify the relationship between team member engagement
    and patient experience

    1
    4/12/2016

    OAS CAHPS

    “Outpatient & Ambulatory Surgery


    Community Assessment of Healthcare
    Providers and Systems”

    OAS CAHPS

    2
    4/12/2016

    OAS CAHPS
    Currently voluntary
    Approved survey vendors conduct the
    survey on the behalf of the ASC
    www.OASCAHPS.org
    www.medicare.gov

    The survey, page 1


    .

    3
    4/12/2016

    The survey, page 2


    .

    The survey, page 3

    4
    4/12/2016

    ASC and HOPD responsibilities


    • Contract with an approved OAS
    CAHPS vendor to conduct the survey
    • Deliver secure patient information file
    at least monthly to vendor
    • Work with vendor to submit data
    monthly or quarterly to the OAS
    CAHPS Data Center
    • Review data submission for timely and
    accurate submission
    9

    2015 ASC Patient Experience Scores


    Based on “Overall rating of care” (Press Ganey Top Decile= 90.9%)

     Threshold Goal: 84.2% (50th percentile)


     Target Goal: 86.7% (70th percentile)
     Stretch Goal: 90% (90th percentile)

    Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2015
    #1 94 88 94 94 83 96 85 95 92 95 95 97
    #2 85 87 87 88 90 88 89 92 83 93 98 100 90.1%
    #3 100 88 86 89 76 87 83 83 100 93 85 85
    #4 100 89 91 88 100 83 93 90 100 98 96 96

    10

    5
    4/12/2016

    Patient Experience
    How did we do that??

    11

    The Basics
    From The Beryl Institute:

    Patient Experience is defined as:

    12

    6
    4/12/2016

    Focus on this

    Interactions: PEOPLE, and processes, policies,


    communications, actions, environment
    Culture: PEOPLE, and vision, values, beliefs, norms
    Perceptions: PEOPLE, and their experiences,
    beliefs, values, background. What is recognized,
    understood, and remembered by PEOPLE?
    Continuum of Care: PEOPLE, before, during,
    and after delivery of care

    13

    Great ideas come from great


    conversation
    Enjoy high
    Start here:
    patient
    Ask for
    experience
    good ideas
    scores

    Watch for Implement


    happiness their ideas

    Reward
    winning
    ideas

    14

    7
    4/12/2016

    What worked for us

    • Personalize the admission process


    • Scripting
    • Keep the patient and family informed
    • Make the waiting area inviting
    • Send a thank you card

    15

    Wrap it up with a bow!


    Formalize ideas
    • Consider a Patient Experience Handbook or
    dedicated intranet page
    • If you have multiple locations, ensure the
    message is clear and standardized
    • Educate staff
    • Assign monthly rounding to check for
    compliance and opportunities

    16

    8
    4/12/2016

    But that’s not all


    Patient experience can’t be fixed by
    focusing on spa-like amenities, instead
    focus on changing the culture of an
    organization

    • Team Member engagement


    • Recruitment
    • Training
    • Accountability

    17

    It’s about the people…

    “A business succeeds not because it is long


    established or because it is big,
    but because there are men and women in it who
    live it, sleep it, dream it,
    and build great future plans for it.“
    -J. W. Marriott

    18

    9
    4/12/2016

    Communicate

    • Consistent interaction with staff,


    patients, physicians
    • Ask open-ended questions
    • Listen
    • Take action

    19

    Team Member Engagement

    • Meet needs
    • Take good care of your employees and
    they'll take good care of the patients
    • Tell them why
    • Clear expectations

    20

    10
    4/12/2016

    Here’s the formula

    warm + friendly + hard worker = the right person


    genuine interest in helping others

    21

    Here’s the formula…….

    …NOT

    “THERE SHOULD BE A SPECIAL


    PLACE IN HELL FOR THE
    INVENTOR OF THE CALL LIGHT”
    22

    11
    4/12/2016

    Recognition
    Detailed positive feedback
    Make it meaningful
    Be sincere
    Develop high performers to their full
    potential What if I spend all
    this time and money
    to train them and
    they LEAVE?!
    What if you don’t
    train them and
    they STAY?!

    23

    Set the Pace

    • Understand and meet needs


    • Be involved in the details
    • Ask for input
    • Encourage mentorship
    • Follow through

    24

    12
    4/12/2016

    Set the Pace

    • Respect people enough to tell them the


    truth
    • Stop letting low performance slide
    • Don’t be “all business”
    • Habitually manage “on the floor”
    • Continuously reevaluate and challenge

    25

    Assessing Customer Service --


    Competencies

    26

    13
    4/12/2016

    It’s Good now…Make it Great!

    27

    Questions?
    .

    28

    14

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