Questions? Contact: Skip Valusek MHQP Education Chair skipvalusek@comcast.net

1. Welcome to the MHQP & HealthForce MN Quality Brownbag Room Monthly Noon Brownbag Fourth Thursday Every Month October 28 Patient & Family Engagement Take-Aways from Bi-Annual Joint MCQ-MHQP Conference Welcome to the New Classroom ! https://umconnect.umn.edu/hcq/ Glad you were able to find it. Questions? Contact: Skip Valusek MHQP Education Chair skipvalusek@comcast.net Slides are posted at: http://www.healthforceminnesota.org/pages/Programs/courses.html

2. Hopefully you provided your name & organization when you signed in. If so: Just say Hi in the Chat Pod and we’ll capture your name and organization in the log. If not: identify yourself and organization in the Chat Pod to the left of your screen. Register your Attendance

3. Rural / Outstate ? Metropolitan area ? Organization that has (or serves) both ? Poll: Who is Attending this Session ? 2 2

4. Healthcare system Hospital Clinic or Clinic System Long term care Healthplan Homecare / Hospice A Quality Support Organization Other ? (e.g. MCM ) Poll: Who is attending: Organization Type ? 5 1

5. 1 2 3 4 5 6 7 >7 Poll: How many total participating in your room ? 5 1

6. I am a healthcare quality professional and am interested in additional education. I am a healthcare professional interested in developing quality skills as a core competency. I am a healthcare professional interested in learning more about healthcare quality. Poll: What do you hope to gain by participating? 4 1

7. Take-AwaysFrom MCQ-MHQP Bi-Annual Conference • October 12-13 • “Achieving Customer Engagement in Business and Healthcare” • Co-sponsored by MHQP & MCQ

8. 7 Principles to Fully Engage your Customers • Workshop Oct 12; Brian Williams • Key take-aways:

9. Voice of Customer Tools & Techniques for New Business & Product Development – A Panel Discussion and Workshop • Key take-aways:

10. The Impact of Social Media on Voice of the Customer • Lee Aase (Mayo) and Gary Oftedahl (ICSI) • Key take-aways: • social media: while a great tool, it takes a lot of work and there is no blue print yet. • useful if the content is fresh, frequently updated, easy to navigate and applicable. • one tool that can be part of a structured data collection

11. “Culture is the Game”Opening Keynote by Janet Crutchfield, Ritz-Carlton • Customer focus is ingrained in the culture • Listening to the customer • Database of customer likes and dislikes • Identify defects • Define and communicate expectations. They live their mission and keep employees aware of expectations and how to act them out • How much work it takes to truly weave the organization’s cultural expectations into the work. • Attend to details and don’t just hope for the best • Empowering employees – they are the Brand

12. “Involving Patients & Families in their Healthcare”Cally Vinz & Janet Schuerman ICSI • What is Patient – Family Centered care? • Working with patients/families rather than doing things to or for them • Elements that Support • Leadership/Vision and Support Culture • Supportive Environment • Technology (information sharing) • Listening to patient’s wants and needs • Health Literacy • Patients/Families involved at multiple levels • Shared Decision making • Patient’s needs, values, preferences determine choices • Patients encouraged to actively participate • Patient supported with aids and information • Provider and patient work together

13. How the Internet is Changing Customer EngagementJay Wardle Target.com • Social media is changing the game so fast that all you can do now is experiment • Capture and first-level analysis of the data is outsourced • Added social media perspective to contact centers • Created “social engagement team” in Target.com • targeting smaller groups – like new moms, coupon clippers, folks with specific life styles is possible through this media- but it takes time and effort to determine which subgroups can and should be targeted

14. The Impact of Real-Time Point of Care SurveysPanel: Allina; Children’s; Fairview; HealthEast; VAMC • Benefits: • Can be used for PDSA cycles • Gives near-real-time feedback directly to caregiver includes Positive feedback/staff recognition • Increases survey response • Service being more in “top-of-mind” for care team • Costs: • New processes • New data to be analyzed and used

15. Using Innovation to Promote Stakeholder and Customer EngagementTheresa Wagner Cargill Kitchen Solutions • Similar message to Ritz-Carlton but in Manufacturing: • how much work it takes to truly weave the organization’s cultural expectations into the work. • attend to details and don’t just hope for the best • they live their mission and keep employees aware of expectations and how to act them out on a daily basis

16. The Needs of the Patient Come First: Service Excellence at Mayo Clinic: Mayo Panel Keynote • That “culture” thing again: • they live their mission “The Needs of the Patient come First” and • keep employees aware of expectations/how to act them out • Teamwork is Real • Relationship Building • Effective Communication • Assertion • Leading with Mutual Respect • Listening to the Voice of the Customer • Surveys, Compliments/Complaints, Observation • Patient/ Family Advisory Councils • Responding to the Voice of the Customer • Patient-Provider Communication Workshops • Systematic response to Patient Satisfaction data • Service Collaboratives • Patient Empowerment Teams

17. Minnesota’s Vision: Health Care HomesMarie Maes-Voreis MDH • I great deal of work has gone into this.   • Evident from the audience response and number of questions that many individuals are just now working on the certification process . • Will be brownbag topic on January 27th • Next slide has a taste of that session

18. Health Care Home Standards • Access: facilitates consistent communication among the HCH and the patient and family, and provides the patient with continuous access to the patient’s HCH • Registry: uses an electronic, searchable registry that enables the HCH to identify gaps in patient care and manage health care services • Care coordination: coordination of services that focuses on patient and family-centered care • Care plan: for selected patients with a chronic or complex condition, that involves the patient and the patient’s family in care planning • Continuous improvement: in the quality of the patient’s experience, health outcomes, cost-effectiveness of services

19. Tools of Public Engagement at Dover-Eyota SchoolsBruce Klaehn Superintendent • Communicate, Communicate, Communicate • Subjective input collected at the café is data. • Customer engagement begins with employee engagement which begins with a very engaged leader • Think conversation – How do CONVERSE with my targeted audience? • Think Relationship – How do I establish a relationship with my audience? • Tools of Engagement • Regular “Eagle” Article (Express beliefs; Provide useful information) • Consistent Public Appearances (In the communities; At school events) • Positive Telephone / E-mail Exchanges • Has a key phrase every year: Improvement begins with “I”

20. VOC Innovation Smorgasbord Panel Key Take-Aways • Eden-Prairie • Listening: Nothing replaces personal connections • Children’s • Families as Partners (expanded on next slide) • Family activated RRT • Target.com • Try new things; • Be open and authentic; • ROI may have long investment cycle • Cargill • Get better through conflict • Never take risks with your customers’ reputation or yours • Overall: • Include Patients on Committees and Councils (and Boards)

21. We are the children here. We know the children here. 21

22. Achieving Customer Advocacy at US Bank through Technology and PeopleClosing Keynote: Mac McCullough US Bank • Even banks are taking VOC seriously • Why customer advocacy? • Improve customer overall experience • Build deeper relationships with customers • Improve customer retention • Improve customer profitability • Acquire new customers • Roadmap to Customer Advocacy • Employee engagement • Voice of the customer • Voice of the employee (best practices) • Invest in technology (customer preferences changing) • Invest in people • Develop Customer Advocacy Execution Model

23. Overall Themes: • Patient/family engagement starts with very engaged leaders who expect employee engagement and all have ability to sense their environment and communicate. • Enhanced communication to employees and customers • Employees living and communicating the culture to their customers • Involve patients/customers in the decisions • Patient satisfaction feedback can be effectively and efficiently captured at the point of care and used in PDSA cycles

24. Questions ?

25. Welcome to the MHQP & HealthForce MN Quality Brownbag Room Monthly Noon Brownbag Fourth Thursday Every Month Nov 18th (3rd Thursday) Health Literacy and Patient Education Lane Stiles, MN Health Literacy Partnership Questions? Want to be a panel member? Have suggested topics ? Contact: Skip Valusek MHQP Education Chair skipvalusek@comcast.net Slides are posted at: http://www.healthforceminnesota.org/pages/Programs/courses.html