Patient Satisfaction Dashboards: Transitioning Accountability
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Patient Satisfaction Dashboards: Transitioning Accountability
Transcript of Patient Satisfaction Dashboards: Transitioning Accountability
Patient Satisfaction Dashboards:
Transitioning Accountability
Speaker Info
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Glen Halverson, MBA, MS, CHE
Chief Operating Officer
Sutter Gould Medical Foundation
600 Coffee Road
Modesto, CA 95355
(209) 521-6097 x4286
Richard Buchler, MHA
Senior Analyst
Sutter Gould Medical Foundation
600 Coffee Road
Modesto, CA 95355
(209) 329-5771
I, Glen Halverson, have no actual or potential conflict of interest in relation to this presentation.
I, Richard Buchler, have no actual or potential conflict of interest in relation to this presentation.
Our presentation will not include discussions of off-label, experimental or investigational use of drugs or devices.
Patient Satisfaction Dashboards:
Transitioning Accountability
Dashboards
Action Plans
Next Steps
Sutter Gould Medical
Foundation: Quick History
• Founded in 1948 by Maino Brothers
• Mayo Clinic Trained
• Became Sutter Affiliate in 1993
• Today 260 providers, 22 Clinics, 27 specialties in Stanislaus and San Joaquin Counties, 1200 Employees
California Foundation Structure
• Foundation not for profit
• Medical Group for profit separate
corporation
• Exclusive PSA agreement
• Productivity driven system
• Late 90’s eighty five percent managed
care
SGMF in 2006
• Managed Care minority share of business
• SGMF most productive Sutter Affiliate
• Worst Patient Satisfaction Score: 26th
percentile
• COO position open for over one year
Early Observations
• Regional VP comments
• Doctors comments
• Management Culture
• Staff Culture
• Strategy First Six Months
• Pt. Sat. Survey twice a year
Management Retreat
• Justify the Struggle
• Address the WIFM
• Need you people
• Fill People’s longing for belonging
• Feed the need to achieve
• Assign Generous Responsibility for Results
• Out run the resisters
• Make membership hard to come by
• Be Intolerant of Weak Commitment
• Reciprocity principle
“Firing Up Commitment During Organizational Change”
Preparing to Launch
• Learn Studor Principles, Elements and Tools
• 5 work Groups (build commitment through involvement)– Measures and Accountability
– Employee Recognition and Activities
– Communication and Marketing
– Leadership Development and Org. Alignment
– Customer Service Training
Prep continued
• Build momentum towards kick off date
• Launch Monthly Newsletter
• SMF Site Visit
• Monthly Leadership Team updates
• Oversight Team
Key Philosophies
• “It’s Your Ship” mentality
• Kick off: Create a burning
platform
• Contests
• Start Simple: ten foot rule
• Teaching in small chunks
with monthly deliverables
Key Quote
Louis Gerstner
Who Says Elephants Can’t Dance
First Year and a HalfA baseball analogy
• Homeruns
• Base Hits
• Foul Balls
• Errors
Key Initiatives
• Stars Program
• Employee Activities Work Group
• Rounding
• “HEAL” DVD
• Thank You Cards
• High Middle Low performance reviews
Themes for „09
• Vision, Mission, Values
• Review, Reinforce SWEET Training Principles and Concepts (Hardwire)
• SWEET Leadership Accountability through Transparency
• Best Practice Proliferation
Sullivan Luallin
• Point in Time survey
methodology
• Two Weeks a Year
• Once a year Statistically
valid results
• Results available two
months after surveys
distributed
• Relatively small data
base for comparisons
• Continuous Surveying
• Results viewable on line
• Huge data base for
comparisons
• Ability to survey special
clinical areas: UC, Lab,
Imaging
• Quarterly Report with
recommendations
• Switch made in 2008
Press Ganey
Patient Satisfaction Dashboards:
Transitioning Accountability
Action Plans
Next Steps
Patient Satisfaction Report ComponentsMedical Practice Report
Patient Satisfaction Report ComponentsMedical Practice Report
Which of these metrics are important?
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Utility of Trend Lines
Site 1 Site 2
60% 60%
Rolling Averages
January February March April May June
Three Month Rolling Average
Challenges with Patient Satisfaction
Data
• Snapshot in time
• Complicated interface
• Cannot control data integrity
– Variable providers/sites
– Variable benchmarking
– Mean score changes daily
QuestionRelevance
Points
Opportunity
Points Total
1 Courtesy of Staff in the Waiting Room 15 16 31
2 Speed of the Registration Process 8 20 28
3 Our Helpfulness on the Telephone 22 4 26
S.W.E.E.T. Prioritoties
SGMF‟s Patient Satisfaction
Dashboard
Patient Satisfaction Dashboard
Patient Satisfaction Dashboard
Trend Over
6 Months
Patient Satisfaction Dashboard
Color Indicator:
•Met Target
•Opportunity for
Improvement
•Urgent
Opportunity
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Interactive Dashboards
Executive Dashboard
Interactive Dashboards
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Care Center Dashboard
Dashboards in Action
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Transparency for Results
31
Priorities
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Patient Satisfaction Dashboards:
Transitioning Accountability
Next Steps
Question-Specific
Action Plans
SWEET
Observation Tool
Action Plan Tool
Department
Action Plan
SGMF Action
Plan Playbook
Patient Satisfaction Action Plans
Patient Satisfaction Action Plans
Action Plan“Courtesy of Staff in the Registration Area”
Action Plan“Courtesy of Staff in the Registration Area”
Action Plan“Courtesy of Staff in the Registration Area”
Action Plan“Courtesy of Staff in the Registration Area”
Action Plan“Courtesy of Staff in the Registration Area”
Action Plan“Courtesy of Staff in the Registration Area”
Action Plan“Courtesy of Staff in the Registration Area”
Department Action Plan
Patient Satisfaction Dashboards:
Transitioning Accountability
Physician Involvement and
Commitment
• ’08-’09 Pilot Section Chief – Manager partnership
• Development and rollout of Physician Compact
• Press Ganey results Transparent
• 2010 New physician leadership, management realignment
Physicians continued…
• Physician communication workshops
• Physician Dashboard
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In Summary
• It starts with a burning platform
• “It’s Your Ship” Rollout Strategy
• What gets measured gets managed
• The power of recognition
• Providing the leadership team with
toolkits
• Making Results Transparent
