Achieving Breakthrough in

Patient Satisfaction

The Role of the RN Customer Satisfaction Manager

Suzanne B. Hendery and Teresa Kuta Reske R.N.

Baystate HealthSpringfield, Massachusetts

Baystate HealthSpringfield, Greenfield and Ware

Massachusetts

The Core of Our Patient Satisfaction Issues

Not using data in service and clinical care; no MD and health team conversations

Results and key drivers translated into

daily operation

RN Unit ManagerNo time to plan,

measure results, Celebrate with staff

Our Two BreakthroughBreakthrough Solutions

1. Define patient satisfaction goals for each unit; celebrate with managers and units when reaching goals

2. Hire a RN Manager to work ‘knee to knee’ with clinical staff

1a. Define goals for units

Base is 2007 Strategic Plan and Incentive Goals

• 90% excellence rank for Overall Quality of Care for at least 25% of all BH areas surveyed (or 25% in top decile)

• 75% excellence rank for Overall Quality of Care for all areas surveyed (or 75% in top quartile)

1b. Share results for units

Managers Meetings (COO, CNO, CMO)

• Quarterly Report card• Celebrate success at 90% goal

2. Hire a RN for Customer Satisfaction Manager

• Hire “One of our own” to translate data• Share data with RN Managers and staff• Identify solutions• Share best practices• Model communications • ‘Drill down’ with bedside chats • Monitor and celebrate success• Teach curriculum

Where does the RN Customer Satisfaction Manager position

fit?

Nursing

MDs RN Managers

Quality

Marketing

X

Why it is so important now?

Nurse Terry’s Top 10 List for Breakthrough Results

1. Prompting by script recommendations

2. Patient discharge instruction packet

3. See the actual survey

4. Amenity kits

5. Fruit basket celebration @ 90% excellence

6. Responsive RN manager

7. Daily rounding in front of patient and family

8. ‘No one sits down ‘til we all sit down’

9. Mystery observations

10. Key drivers to screw drivers- ask patients and families!

Role of Manager, Customer Satisfaction

Research• Marketing manager

• Clinician• Outcomes manager

• Client advocate• Educator

• Information manager• Systems analyst• Team member• Support market

researcher

Roll the movie!

Translating the Connection

Service Excellence

Clinical Excellence

Patient Satisfaction

Plan-Do-Study-Act

PDSA Model

Improving Quality,

Knowledge and Patient Care

Nursing Research and Patient Satisfaction

Pain Management

• Nurse sensitive outcome• Scaled response (H-CAHPS and PRC)• JCAHO standard• Indictors of patient satisfaction• Nursing attention and management

Thank you!

“People will forget what you said,

people will forget what you did, but people will never forget how you made them feel.”

Maya

Angelou