Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the...

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Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President and Chief Experience Officer

Transcript of Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the...

Page 1: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

Meeting the Consistency Challenge: Innovative Strategies That Work!

Rick Evans, MA

Senior Vice-President and Chief Experience Officer

Page 2: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

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Page 3: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

NYP HCAHPS Results3

2.56 2.56

2.72

3.002.89

2.83

3.00

2.72

3.00

3.20 3.203.10

3.20

3.40 3.40

3.10

3.40

2.3

2.6

2.9

3.2

3.5

Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016 Q4 2016 Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018 Q2 2018 Q3 2018 Q4 2018 Q1 2019

NYP Summary Star Score

Summary Star Score

Page 4: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

First – You Need a Strategy 4

PX Strateg

y

Data

Goals

Evidence Based Best

Practice

Leadership&

Accountability

Integration

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Sustainability Elements

Defined Best Practices

Process Measures

FocusCommunicatio

n

Recognition

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Best Practice

sTargets

SurveyDomain

s

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Page 7: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

NYP’s Discharge Envelope:

§ Clarity and continuity for discharge information

§ Given at the START of an admission

§ Placed in bin at bedside

§ Filled through the admission by team members

§ Goes home with the patient

Defining Best Practices 7

Page 8: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

Best Practices and Process Measures 8

• Bedside Audits• Volunteer

Surveys

Discharge

Envelope

• Supervisor Inspections

Picture Perfect Rooms

• Call Attempt Rates• Call Connect Rates

Discharge Calls

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Focus – Maintaining the “To Do List” 9

§ Stay with the basics§ The list should be short§ Focus on high value

practices§ Don’t move on until you

are done!

Page 10: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

§ Dashboards

§ Senior Leader Calls

§ Consistent Slide Deck

§ Focus on Immediate Opportunities

§ Leaders own the call and the follow-up

Focus – Team Accountability Structures 10

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Communication – Management Meetings 11

Page 12: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

Communication – Patient Centered Fridays 12

Page 13: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

§ Modules linked to best practices

§ Assigned to roles

§ Connected to service standards

§ Used “just in time” as well

Training 13

Page 14: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

§ Stories

§ Rounding

§ NYP publications

§ Featuring staff in videos and training

Recognition - Exemplars14

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Recognition – Tailored Elements 15

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Recognizing Results 16

Page 17: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

§ PX goals and work MUST be integrated

§ Best practices should support other key goals

§ PX work should enhance engagement

Linking to Other Goals17

Page 18: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

Linking Example - Quality18

• Falls• Pressure Ulcers

Care Rounds

• Readmissions• Population Health

Discharge Calls

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Linking Example - Magnet19

§ Survey program§ Questions and Domains§ Target best practices§ Collaborative governance§ Nurse engagement and

research

Page 20: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

§ Communication

§ EMR Elements

§ Staff Training Opportunities

Linking Example - Epic 20

Page 21: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

PX – There’s Something for Everyone!

Tier 1

Tier 1 – Required Best Practices• DC Envelopes• DC Phone Calls• Medication Communication Sheets• Teach Back• Bedside Shift Report• Care Rounds• Quiet Times• Service Recovery – Triple A• Service Expectations

Tier 2 – Support Best Practices• Commit to Sit• No Pass Zone• Creating Connections• 10/5 rule• Leadership Rounding

Tier 3 – Support Best Practices• Citizenship Behaviors

Tier 2

Tier 3

Page 22: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

§ Priorities Shift

§ Always find connections

Changing With Your Organization22

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Culture Counts - The NYP Respect

Initiative

Page 24: Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the Consistency Challenge: Innovative Strategies That Work! Rick Evans, MA Senior Vice-President

§ It’s about the team

§ Call the bluff on PX rhetoric

§ Don’t be afraid of basics

§ Be confident in your body of knowledge

§ Stay the course

Final Thoughts….24

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Questions?

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Thank You!§ Rick Evans§ Senior Vice President & CXO

§ [email protected]

§ 212-305-4455

§ Twitter: @cxorick