Implementing a Program to Improve your HCAHPS and ED ... · “Implementing a Program to Improve...

“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

Copyright © 1998-2011

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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What is happening at your hospital right now?


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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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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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PatientSET™- Nursing Video CE


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43

Thank You!

Videos on Website: DrFinefrock.com

Twitter: @DrFinefrock

[email protected]

[email protected]

mailto:[email protected]

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