Title of Presentation - Healthcare Coaching and …

1 CME Disclosure Accreditation Statement Studer Group is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. Designation of Credit Studer Group designates this educational event for a maximum of 12 AMA PRA Category 1 Credits . Physicians should only claim credit commensurate with the extent of their participation in the educational event. Disclosure Policy Martin Padgett and Kathy Neuner have disclosed that they do not have any relevant financial relationships with any commercial interests related to the content of this educational event. The Best HCAHPS Defense: A Good OffenseMartin Padgett, CPA, MBA, FACHEP resident & CEO, Clark Memorial Hospital (Jeffersonville, IN)Kathy Neuner, RN,MSNVP, Inpatient Services, Clark Memorial Hospital (Jeffersonville, IN) Presentation Objectives Understand how a strong culture focused on measured patient satisfaction and quality will automatically result in high HCAHPS outcomes.

2 Increase patient satisfaction / quality / HCAHPS scores through tools such as, hourly rounding or AIDET measures that hold team members accountable. Utilize patient satisfaction scores to increase volume and achieve financial success in a highly competitive Memorial Hospital 241 bed acute care community hospital 1600 team members 355 registered nurses Non-union hospital Highly competitive market with several Healthcare systemsWhat Do We Do With This?HCAHPS The HCAHPS bundle has been left on your So what do you do with it?HCAHPS Fact SheetHealth Care tomorrow will not remain exactly like it is today. Transparency is reaching new Implications:Hospitals that fail to submit data will forfeit 2% of annual payment update. Public Implications: Many believe that publicly reported information on hospital quality and patient satisfaction will change how patients select their health care can either integrate the HCAHPS survey with their own patient satisfaction survey or use HCAHPS by is not something that just happens to us we control our interactions with used integrated surveyThe Best Defense is a Good OffenseToday s competitive market demands hospitals aggressively manage HCAHPS results to be best in market performers In other Good OffenseClark Memorial Hospital Game PlanCreate a culture focused on patient satisfaction to manage HCAHPS results, increase volume, and maximize financial a Culture of Service Excellence A proactive or offensive move.

3 At each level of the organization. Service and quality areembedded in the culture and everyday work membersClarkFest: An all-team eventCreating a Culture of Service Excellence WAY Days We Appreciate You Positive reinforcement of quality and service. Employee satisfaction leads to patient satisfactionCreating a Culture of Service Excellence High Five Awards Presented each quarter for high performing units in patient satisfactionCreating a Culture of Service Excellence Ambassadors Presented each quarter for team members who live the mission and values of Clark Memorial Hospital. Quarterly Team Member Forums Communicate Pillar performance Leader Rounding Identify opportunities for improvement Work different shiftsCreating a Culture of Service Excellence Leader Development Skill building opportunitiesMeasuring What s Important Press Ganey Associates, Inc. Since 2001 Early adopter Integrates the HCAHPS tool with Press Ganey s questions Created first as a quality indicator Helps ensures key drivers or leading indicators are not missed There is a correlation between the Press Ganey survey questions and Likely to Recommend on the HCAHPS What s ImportantMeasuring What s ImportantMeasuring What s ImportantTracking Your Results HCAHPS results can be accessed through Capability to review as many hospitals as you like Compare your scores to the top 10% and 25% nationally Create your own facility profileCMH ResultsCMH Results66%80%91%72%71%75%0%10%20%30%40%5 0%60%70%80%90%100%200620072008 Percentile RankNational Patient Loyalty RankingConsistent Practice = Consistent ResultsATTENTION TO SPECIAL / PERSONAL NEEDSHCAHPS.

4 Likelihood to RecommendCMH Results Hospital OverallCMH ResultsCMH Results Net Income on Operations Outcomes Sustaining the Results Aligning actions to move from a culture of sometimes to a culture of always Hardwiring processes to always deliver quality care to every patient, every time. Always Coca Cola Coca Cola 1993-2000 Improvement Tactics Using Leader Evaluation Manager (LEM) to drive results and accountability. Goals are directly aligned with organization s goals Helps leaders to prioritize goals Allows for mid-course corrections if necessaryImprovement Tactics LEM Patient Satisfaction Posters Encourage patients to help us improve Educate team that it is to get feedback Stress honest patient assessment Reminder to the teamImprovement TacticsCMH ResultsImprovement Tactics HandwashingCampaign Created as a contest January 09 Improved safety, quality and patient Tactics Key Words at Key Times Crystallizes patient satisfaction tools and Tactics Thank You notes Used hospital-wide Aligned with the rate/recommend Tactics Discharge Phone Calls Quality Initiative Improve post hospital compliance and outcomes Promotes open communication between patient and caregiver Prevent re-admissionsImprovement Tactics Hourly Rounding Improves patient care Promotes patient safety HCAHPS and patient satisfaction Reduces stress for the nursing staff Reduces patient anxiety Provides accountabilitySustaining the ResultsHourly rounding on the Orthopedics Unit showed.

5 Most improved unit HCAHPS scores 2007-2008 Sustaining the Results AIDET Identifying basic service behaviors that reflect impressive customer service Reduces patient anxiety and manages Introduce Duration Explanation ThankImprove Outcomes with Evidence Based Tools Communication from nurses to patients and families Start with hiring-peer interviewing Adopt AIDET Teach skills of attentive listening Teach phrases to avoid Teach behaviors to avoid Do walking introductions between shiftsImprove Outcomes with Evidence Based Tools Communication from doctors to patients and families Work with medical staff leaders and gain support on building a patient centered culture When delivering patient satisfaction scores to physicians offer solutions on methods to improve perceptions Teach nurses the skill of managing up the physician Give patients paper and pen for writing down questionsImprove Outcomes with Evidence Based Tools Call light response Set a standard on the patient care units for response time Teach everyone on the patient care unit that answering a call light is everyone s responsibility Upon admission; teach the patient and family how to use the call light Institute hourly rounding on inpatient Good EnoughThank You!

6 Martin Padgett, CPA, MBA, FACHEP resident and CEO, Clark Memorial Hospital (Jeffersonville, IN)Kathy Neuner, RN,MSNVP, Inpatient Services, Clark Memorial Hospital (Jeffersonville, IN)