Exceptional Patient Experience and Joy in Work: Achievable and Essential

1. Exceptional Patient Experience and Joy in Work: Achievable and Essential Jim Conway Senior Vice President, IHI jconway@ihi.org Preliminary Data: Not for Citation

2. “Every system is perfectly designed to achieve exactly the results it gets.” Paul Batalden

3. Primary and Secondary Drivers Exceptional Patient Experience • Exceptional patient and family inpatient hospital experience (safe, effective, patient centered, timely, efficient, equitable) as measured by HCAHPS willingness to recommend Preliminary Data: Not for Citation

4. Primary Drivers • Governance and executive leaders demonstrate that NOTHING is more important in the culture than patient and family centered care practiced everywhere in the hospital (individual, microsystem, organization) • The hearts and minds of staff and providers are fully engaged • Every care interaction is anchored in a respectful partnership anticipating and responding to patient and family needs (physical comfort, emotional, informational, cultural, spiritual, and learning) • Hospital systems deliver reliable quality care 24/7 • The care team instills confidence by providing collaborative, evidenced based care Preliminary Data: Not for Citation

5. Leadership • Governance and executive leaders demonstrate that NOTHING is more important in the culture than patient and family centered care practiced everywhere in the hospital (individual, microsystem, organization) • In words and actions leaders communicate that the patient’s safety and well being is the critical decision guiding all decision making • Patients and families are treated as partners in care at every level—institution-wide to individual care • PFCC is publicly verifiable, rewarded, and celebrated • Sufficient staff are available with the tools and skills to deliver the care the patient needs when they need it • There is relentless focus on measurement, learning, and improvement with transparent patient feedback at all levels Preliminary Data: Not for Citation

6. Hearts and Minds • The hearts and minds of staff and providers are fully engaged • Staff are recruited for values and talent, supported for success, and held accountable individually and collectively for results • Compassionate communication is an essential competency • Delivery of exceptional patient and family centered care is recognized, communicated, and celebrated Preliminary Data: Not for Citation

7. Respectful Care Partnership • Every care interaction is anchored in a respectful partnership anticipating and responding to patient and family needs (physical comfort, emotional, informational, cultural, spiritual, and learning) • Patients and families see themselves as part of care team and participate at the level the patient chooses • Care for each patient is based on a customized interdisciplinary shared care plan with patients educated, enabled and confident to carry out their care plans • Communication uses words and phrases that the patient understands Preliminary Data: Not for Citation

8. Reliable Care • Hospital systems deliver reliable quality care 24/7 • The physical environment supports care and healing • Patients are able to access care and say that there were not long and unreasonable waits and delays • Patients say that there were staff available to give the care I needed Preliminary Data: Not for Citation

9. Confidence • The care team instills confidence by providing collaborative, evidenced based care • Care is safe, concerns are addressed and if things go wrong, there is open communication and apology • Care is coordinated, integrated, and patients don’t feel their care fell through the cracks in transitions • Everyone on the patient’s care team, including the patient, has the information they need Preliminary Data: Not for Citation

10. Press Ganey Patient–Hospital Employee Loyalty Link Preliminary Data: Not for Citation

11. “Quality improvement begins with love and vision.Love of your patientsLove of your workIf you begin with technique, improvement won’t be achieved.” A. Donabedian, M.D