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Patient Experience

Patient Experience. Outline. CHI Franciscan Values Reverence Integrity Compassion Excellence Why is Patient Experience Important? Tactics 10/5 Rule AIDET Helping Hands. RICE – Our CHI Franciscan Values.

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Patient Experience

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  1. Patient Experience

  2. Outline • CHI Franciscan Values Reverence Integrity Compassion Excellence • Why is Patient Experience Important? • Tactics • 10/5 Rule • AIDET • Helping Hands

  3. RICE – Our CHI Franciscan Values Reverence – Profound respect and awe for all creation, the foundation that shapes spirituality, our relationships with others and our journey to God Integrity – Moral Wholeness, soundness, fidelity, trust and truthfulness in all we do Compassion – Solidarity with one another and the capacity to enter into another’s joy and sorrow Excellence – Preeminent performance, becoming the benchmark, and putting forth our personal and professional best

  4. Why is Patient Experience Important? PERCEPTION IS REALITY! • People don’t care about how much you know, until they know how much you care.

  5. Perception is Reality! Experience Service People typically do not grade us on clinical abilities They expect Clinical Brilliance so the little things matter

  6. The Clinical Case for Improving Patient Experience At both the practice and individual provider levels, patient experience positively correlates to processes of care for both prevention and disease management.1 For example, diabetic patients demonstrate greater self-management skills and quality of life when they report positive interactions with their providers.2 Patients' experiences with care, particularly communication with providers, correlate with adherence to medical advice and treatment plans.3-6 This is especially true among patients with chronic conditions, where a strong commitment from patients to work with their providers is essential for achieving positive results.7 Patients with better care experiences often have better health outcomes.8, 9 For example, studies of patients hospitalized for heart attack showed that patients with more positive reports about their experiences with care had better health outcomes a year after discharge.10, 11 https://www.ahrq.gov/cahps/quality-improvement/improvement-guide/2-why-improve/index.html

  7. Tactics: 10/5 Rule While walking anywhere on any of our campuses At 10ft away from someone (Everyone) make eye contact and smile At 5ft say “Hello”

  8. Tactics: 10/5 Rule

  9. Tactics: AIDET Acknowledge - 10/5 Rule – Make a connection Introduce – Who are you, what do you do? Duration – How long is this going to take? What’s the plan? Explain – Tell me what’s going on? I’m scared and don’t want to be here Thanks – Be genuine, sometimes it takes courage to be a patient

  10. Tactics: Helping Hands • If you see something, do something about it – Own it • Do not pass up trash/litter/clutter on the floors • Pick it up, throw it away and wash your hands

  11. Questions? Patrick G. Pianezza, MHA Division Director of Patient Experience “Inspiring engagement and experience through human connections” 1145 Broadway Plaza Tacoma, Washington  98402 P 253 552-4140 | I 152-4140 | M 803 622-7392 | F 253 680-4056 PatrickPianezza@chifranciscan.org

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