Dynamic Data in Action: better patient care, improved public health
TOGETHER . . . WE ARE THE PATIENT EXPERIENCEreceive care Highly satisfied overall Improved patient...
18
TOGETHER . . . WE ARE THE PATIENT EXPERIENCE
Transcript of TOGETHER . . . WE ARE THE PATIENT EXPERIENCEreceive care Highly satisfied overall Improved patient...
TOGETHER . . .
WE ARE THE PATIENT EXPERIENCE
2
PATIENT ENGAGEMENT AND CLINICAL SAFETY Relational Gains Drive Functional Outcomes
The importance of experience
Greater Patient Engagement
Patients increased involvement in
decision-making
Creating an environment where patients
are more willing to disclose information
Patients have more “ownership” of clinical
decisions
Patients have greater trust and loyalty;
therefore have greater confidence in
their care
Outcomes
More timely diagnosis
Increased accuracy in clinical decisions
and advice
Fewer unnecessary referrals and
diagnostic tests
Increased compliance with medication
and adherence to recommended
treatment
Increased identification of
medical errors
*A systematic review of evidence on the links between patient experience and clinical safety and effectiveness – Doyle, et.al., BMJ Open Journal article: March 2013
3
EMPLOYEES AND PATIENT ENGAGEMENT
Benefits of focusing on patient experience
Willing to go above and beyond, exerting
additional effort
Energetic and enthusiastic
Loyal to the organization, more likely
to stay
Proud of the organization and willing to
recommend as a place to work and
receive care
Highly satisfied overall
Improved patient experience
Improved productivity
Increased cultural commitment
Higher quality, safety, and clinical
outcomes
Stronger financial performance
Positive image in the community
An established link between connected employees and patient engagement
BETTER PATIENT ENGAGEMENT LEADS TO: CONNECTED EMPLOYEES ARE:
4
EXPERIENCE DRIVES LOYALTY Outpatient: drivers of likelihood to recommend, based on 937,000 patients
What has the health care industry learned about patient experience?
High confidence
in provider
High perception
of teamwork
High sensitivity
to patient needs High likelihood to
recommend
5
PATIENT EXPERIENCE Our promise to patients
What has the health care industry learned about patient experience?
Everything Else
The Patient
Promise Patient Satisfaction
Safe Care
High Quality Care
6
IT’S THE RIGHT THING TO DO
Why focus on experience?
7
STANDING STILL IS NOT AN OPTION Narrowing performance gap: average performance on HCAHPS from 2009 to 2014
What has the health care industry learned about patient experience?
85
80
75
70
65
2009 2010 2011 2012 2013 2014
87
83
80
75
71
69 20 40 60 80 100
20 40 60 80 100
National P
erc
entile
Ranks
Rate this Hospital (9 and 10) – Mean = 65.1%
Rate this Hospital (9 and 10) – Mean = 70.9%
*Based on Hospital Compare HCAHPS
data from Jul 2008 to Jun 2014
2014
Rank You Would Earn if 75% of Your Patients Rated
Your Hospital a 9 to 10
Average market performance on
HCAHPS increased 6% from
July 2009 to June 2014.
2009
8 The University of Iowa Health Care Journey
UI HEALTH CARE – Clinics Likelihood to recommend
10
20
30
40
50
60
70
80
90
100%
very good (5)
good (4)
9
10
20
30
40
50
60
70
80
90
100
The University of Iowa Health Care Journey
UI HEALTH CARE – Inpatient Pediatric Likelihood to recommend
very good (5)
good (4)
10
THE UI HEALTH CARE “WHY” Why is this important for UI Health Care and our culture?
The University of Iowa Health Care Journey
• To create a culture of caring where patients view
UI Hospitals and Clinics as the hospital of choice
• Because our patients and families deserve to
have not only the best clinical care, but the best
experience possible every time they are with us
• Patient experience is interrelated with safety,
quality, and employee engagement
• Because providing meaningful experiences for
patients will make us feel more connected to our
purpose as caregivers
11
THE UI HEALTH CARE “DISCOVERY” How did discovery take place?
The University of Iowa Health Care Journey
• 11 executive leader interviews
• Document and process review
• Data analytics
• 7 physician/medical director focus groups
• 9 focus groups and individual interviews
• 13 employee focus groups
• 20 patient interviews
• 2 Executive Steering Committee sessions
• Observations on patient units, departments, and ED
• Observations and interviews at IRL
• Performance reporting review for IRL
• Executive Steering Committee strategic alignment session
12
FOCUSING OUR EXPERIENCE STRATEGY Achieving results
The University of Iowa Health Care Journey
• Education on patient satisfaction data – goal is meaningful and
actionable information
• Enhancing our service behaviors by creating learning on health care centric
caring behaviors training, which convey compassion and empathy
• Renewed focus on employee/physician engagement
• Focus on industry best practices (care rounds)
• Acknowledgement of the connectivity of safety, quality, and experience
• Support and recognition of the unique role physicians play in providing
exceptional care experiences
• Senior leadership involvement and support
• Renewed commitment to our patients and one another
13
WHAT YOU CAN EXPECT Upcoming plans
The University of Iowa Health Care Journey
Increased communication about the importance of experience
We as leaders vow to support you and be involved.
Reward and recognition
Everyone is essential to this effort. Involvement and
accountability are critical to our success.
We are ALL in this together
14
WHAT YOU CAN EXPECT New tools and training opportunities
The University of Iowa Health Care Journey
Data Management
• Updated reports
• Mean score vs. Top box (very good)
• Webinar education • Critical to view
• Sessions will be on ICON
• Hands-on training sessions • June 28 through July 21
• 1 hour sessions at various times per day
15
STANDARDIZED REPORTS Dashboards and reporting tools
The University of Iowa Health Care Journey
16
NEXT STEPS Continuing the journey
The University of Iowa Health Care Journey
Executive rounding • Coaching
• Inclusion of safety and engagement related questions
Leader rounding for pioneer units • Nurse and professional support
• Training
• Safe practice via SIM Lab
• Shadowing and coaching
Caring behaviors and Care Round training for all
staff on pioneer units • Training
• Safe practice via SIM Lab
Sustainability through appreciative coaching • Training
• Coaching
17
IMMEDIATE NEXT STEPS Early adopters and training
The University of Iowa Health Care Journey
Pioneer Units
• 3-RCE Ortho, Urology, Eye
• 3-RCW Short Stay Unit
• 4-JCP CVICU
• 7-JCP RSCU and Palliative Care
• 4-JPW Medical/Surgical Oncology
Compassionate Connected
Care (C3) Training
• Caring Behaviors Care
Round training
• Leadership rounding
• Appreciative coaching
18 The University of Iowa Health Care Journey
QUESTIONS?
