“Implementing a Program to Improve

your HCAHPS and ED Patient

Satisfaction Scores”

Doug Finefrock, DO

Kelly Briggs, RN, MBA, NE-BC

5thAnnual Patient Experience

Empathy and Innovation Summit

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The Sullivan Group

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Kelly Briggs, MBA, RN, NE-BC

Administrative Director of

Service Excellence and

Patient Experience

Doug Finefrock, DO

Vice-Chair, ED

Residency Program Director

National Pt. Sat. Speaker

ACEP

ACHE

ASHRM

The Beryl Institute

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\36 EM Residents, 1 of 3 last

year)

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The Sullivan Group

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What is happening at your hospital right now?

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The Sullivan Group

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5

Objectives

Appreciate the economic drive to improve HCAHPS

and the patient experience

Understand why providers are often frustrated by

HCAHPS improvement initiatives

Learn how to implement a scalable patient experience

improvement program

Objective #1: Appreciate the economic drive to

improve HCAHPS and the patient experience

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VBP: Winners and Losers

FY 2013 Value Based Purchasing

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Value-Based Purchasing Payments

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9

1,877 CEOs compensation at 2,681 private, nonprofit

US hospitals

Results: CEO pay only associated with Technology

and Patient Satisfaction

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10

Transparency

Objective #2: Understand why providers are often

frustrated by HCAHPS improvement initiatives

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Provider Frustrations

Performance is assessed

in an area they were never

trained

No objective feedback

Job satisfaction correlates

to patient satisfaction

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13

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13

Performance Evaluation

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14

Lifetime Malpractice Risk

CAREER RISK of malpractice claims

High-risk specialties: 99%

Low-risk specialties: 75%

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15

Lawsuit Prevention

“The most common cause of malpractice

suits is failed communication with patients

and their families.”

Objective #3: Learn how to implement a scalable

patient experience improvement program

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17

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17

Complaints About Current Programs

• Top down approach

• Not to front-line providers

• Ineffective acronyms

• Not designed by clinicians

• Not producing desired outcomes

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18

Chair, National CORD Task Force

“Patient Satisfaction

Education & Evaluation”

Chair, National CORD Task Force

“Satisfaction Every Time”

PatientSETTM Program

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20

ED Press Ganey Scores

2

1

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21

Anatomy of a Successful Program

Systematic evidence-based

Scalable, reproducible

RN & Physician led Video-based Education

Ongoing performance assessment

Objective action plan

Outcome-based evaluation

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22

PatientSET™ Multimedia Program

PatientSET™ List

PatientSET™ Education

PatientSET™ Assessment

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The Sullivan Group

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ED Analysis:

Low Performers vs. High Performers

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PatientSET™ Education- Online Video CME

Script Scenes:

Edits, multiple-provider feedback

Casting Call- 250 NYC professional actors

Videographer

Filmed in

3 different settings

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26

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27

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PatientSET™- Nursing Video CE

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CE and CME Certificate

• After completing the

primer course, each

learner earns CME/CE

• Each learner can print

out their own CME/CE

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PatientSET™- Physicians & Midlevel

Providers Video CME

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PatientSET™- Other Employees

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32

PatientSET™ Observations

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Administrative Dashboard of RN Units

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RN Individual Performance

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RN Individual Performance

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RN Individual Performance

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Physician Individual Variance

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Physician Variance

(N=281 bedside observations)

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ED Analysis:

Low Performers vs. High Performers

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ED Low Performers IMPROVEMENT

(N= 281 bedside observations)

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41

ED Press Ganey Scores

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Team Approach: “Satisfaction Every Time”

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43

Thank You!

Videos on Website: DrFinefrock.com

Twitter: @DrFinefrock

dfinefrock@HackensackUMC.org

kbriggs@HackensackUMC.org