Patient Experience
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Transcript of Patient Experience
Patient Experience
Design Day Findings
Design Activity - Goals
• Identify what matters to patients – through Acts I, II & III
• Specifically Identify the “Must Haves” and the “Delighters” that contribute to the Patient Experience
• Learn the fundamentals of team engagement
Patient Experience
• Environment– Front Entrances– Lobby/Waiting Rooms– Clinical Spaces– Sights/Sounds/Smells– Appearance
• Interaction– Communication (Physician/Staff/Patient)– Caregiver Relationships– Trust/Belonging/Hope
• Core Process – Clinical Process– Operational Process
Environment Interaction
CoreProcesses
Activity FindingsActivity Findings
In 60 minutes…
• Over 5,000 ideas/opportunities identified
• Averaging 175 per tableor
• Approximately 20 per person
FH Experience Model
Act I: Arrival Act II: TreatmentAct III: Departure
Environment Interaction
CoreProcesses
Environment Interaction
CoreProcesses
Environment Interaction
CoreProcesses
• Process - Registration
• Environment - Signage
• Interaction - Greeting
• Process - Timeliness
• Environment - Cleanliness
• Interaction - Empathy
• Process - Discharge
• Interaction – Clear Communication; Physician Communication
Act II Act II Basic Needs/Must HavesBasic Needs/Must Haves
SummarySummary
Act II - ProcessBasic Needs / Features
Experience Grouping Rank Sub item / Issue
Process Communication 1 •Expectations set•Delays communicated•Introduction of caregiver•Handoff communication
Clinical 2 •Pain management•Assist in bathroom•Medication 5 Rights•Medication safety•Patient participation•Timeliness in treatment
Care Coordination 3 •Daily schedule – tests, doctor rounding•Timely bed availability•Involve family and patient•Correct place on time•Timely nutrition
Patient Education 4 •Discuss at patient level•Include and involve family & patient•Discuss care plan & changes•Medication education
Act II - EnvironmentBasic Needs / Features
Experience Grouping Rank Sub item / Issue
Environment Privacy 1 •Controlled environment w/ patients & family •Establish patient engagement preferences•Discretion and dignity
Personalized (Feels like home)
2 •Control over immediate environment (temp, food, lighting, etc.)•Accommodate family•Entertainment options
Clean 3 •Housekeeping interaction•Smell•Laundry
Soothing 4 •Peaceful•Temperature•Comfortable bed /linens/ pillows
Functioning 5 •Elevators•Equipment
Act II - InteractionBasic Needs / Features
Experience Grouping Rank Sub item / Issue
Interaction Introductions 1 •Greet by name•Use patient name •Introduce self, what I am doing, why I am here
Demeanor 2 •Eye contact •Body language•Professional behavior•Be calm / helpful patient family•Manage expectations•Friendly, use name, interests
Empathy 3 •Delivering bad news•Establish compassion•Emotional responsiveness/ hopes, fears
Communication 4 •Answer questions/assure understanding•Instructions – clear, timely•Choices•Family interaction, establish need of engagement•Prayer •Set expectations/what to expect•Tone
Act II - Introduction & Communication
• Ask what’s important to me• Explain the care plan (details, clear, distinct)• Include my family• Tell me what’s next• Be on time (“prompt for my care”)• Coordinate care with other departments• Manage my expectations• Ask me how I want to be addressed• Respect my privacy and dignity at all times• Be in the moment with me• “Listen to me, Hear me”
FH Experience DriversActivity Summary
• The “little” things make a BIG difference
• Ideas were mostly “basic” or “fundamental”
FH Experience DriversFundamentals First
• Safety
• Clinical Performance
• Communication
• Responsiveness
• Execution of Core Process
FH Experience Drivers
“It’s not magical, it’s methodical.”
FH Experience Drivers
Drivers to Action
FH Experience DriversThe Baldrige Framework
FH Experience DriversOne more way…
Employee Engagement & Development
Employee Engagement & Development
Mission“To Extend the Health Ministry of
Christ”
Mission“To Extend the Health Ministry of
Christ”
Quality & SafetyQuality
& SafetyThe
Patient Experien
ce
The Patient
Experience
Core ProcessesCore Processes
FH Experience DriversTeam Based
• Is your team engaged?
• How many suggestions have you received in the last week? Month? Year?
• How do you make something happen with the good suggestions?
FH Experience DriversProcess Improvement
• Manage – “Executing the Fundamentals”
• Improve – “How can we do it better?”
• Innovate – “How can we do it like no one else?”
FH Experience Drivers2009 PI Strategies
• Strategy 1 – Core Process Identification & Measurement
• Strategy 2 – Process Improvement Education and Training
FH Experience DriversBack to Where We Began
• “One Continuous Experience"
• Team Based (Physicians, Employees, Leaders)
• Experience Starts with the “Voice of the Patient” – Experience is created in “Real Time”
• Fundamentals First
• Highly Intentional
• Treated Like Family