1 / 18

Creating Ideal Experiences

Creating Ideal Experiences. UMHS Service Excellence Program 3 rd Annual Patient and Family Centered Care Conference Redefining Relationships in Health Care Cassandra Willis-Abner November 30, 2011.

jatin
Télécharger la présentation

Creating Ideal Experiences

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Creating Ideal Experiences UMHSService Excellence Program 3rdAnnual Patient and Family Centered Care Conference Redefining Relationships in Health Care Cassandra Willis-Abner November 30, 2011

  2. UMHS Strategic Direction Our vision: Create the future of health care through discovery

  3. Ideal Patient Care Experience

  4. Michigan Experience Starts with ME!

  5. SERVICE EXCELLENCE Focus On The Three Ps The people the team members, patients & families experience The process the team members, patients & families experience The place the team members, patients & families experience Focus in on: daily tasks interactions communications body language actions policies resources

  6. Implementation Strategy Prepare the Leader Model • Leaders partner with Service Excellence Consultant • Prepare leaders to teach principles and examples to staff • Measure improvement in satisfaction and engagement • ~Phased implementation to occur over 24 month period~

  7. Ideal Patient Care ExperiencesService Excellence Blueprint • IPCE/Service Excellence Video • UMHS SE Philosophy Card • GO BLUE Daily Team Huddles • Words that Work • R.E.L.A.T.E. Communication Model • H.E.A.R.T. Communication Model • Leader “Gemba” Rounding • TEMPO (Creating safe interactive moments)

  8. Creating the Ideal Patient Care Experience Service Excellence Video Packet • Over 6,500 employees in process of viewing • video Five Chapters – Every Word Has Meaning Every Patient & Family is Unique Creating a Culture of Caring What to do When Things Go Wrong Understanding the Stress of Illness Donor Funded By Governor and Mrs. Rick Snyder & Mr. and Mrs. Ken Whipple

  9. UMHS Service Excellence Philosophy and Commitment Card Service Philosophy My Commitment

  10. Promoting Team Connections

  11. A Sensitive Approach to Scripting

  12. Communicating the Message that “We Care”

  13. A Service Recovery Model

  14. Leaders Gemba Rounding on Employees

  15. We are all in this together

  16. DISCUSSION

  17. How will we measure our success? • Patients/Families included in improvement efforts • Engaged employees (via EE Survey) • Patients expectations consistently exceeded (via Press Ganey, ACS and HCAHPS) • Consistent framework exists across UMHS

  18. Thank You!

More Related