Clinic Efficiency Webinar: Strategies to Improve Patient Experience

1. Welcome!Audio:Stream through your computer or call:1-888-378-4398; code: 228897Tech Support:Please email fpntc@jsi.comChat:Click on the in the bottom left corner of your screen CLINIC EFFICIENCY WEBINAR #1: Strategies to ImprovePatient Experience

2. CLINIC EFFICIENCY WEBINAR #1: Strategies to ImprovePatient Experience June 29, 2017 Jennifer Kawatu, RN, MPH JSI Research & Training Institute, Inc.

3. Poll What is your agency’s biggest challenge related to patient experience?

4. Objectives By the end of this webinar, you will be able to: • Describe why positive patient experience is critical to sustainable family planning services • Assess patient experience using at least two different methods • Apply at least two strategies to ensure positive patient experience in the family planning setting

5. Why is providing a positive patient experience more important than ever?

6. Helps you Attract and Retain Patients YOUR YOUR CLINIC CLINIC

7. Contributes to Sustainability • Third party payers • Healthcare Effectiveness and Data Information Set (HEDIS) • Consumer Assessment of Health Plans Survey (CAHPS) • Funders • Accountable Care Organizations (ACOs) Patient Experience $$$

8. Good for Patients • Greater engagement in patient self-care • Better health outcomes • Patient retention Dehlendorf, AJOG, in press Rosenberg, Fam Plann Perspect, 1998 Forrest, Fam Plann Perspect, 1996 Harper, Patient Ed Counsel, 2010

9. Video: Prioritizing the Patient Experience – Strategies for Family Planning

10. Search Patient Experience on fpntc.org

11. You’re Almost There! 95%!

12. Don’t Be These Guys!

13. Quality Care According to the Provider

14. Quality According to the Patient • What the patient gets vs. what they expect: • Gets = Expects = AverageExperience • Gets>Expects = PositiveExperience

15. Customer Service Terminology

16. Systems What Influences Patient Experience? Environment Care PATIENT EXPERIENCE Interactions

17. Environment Patient Experience Improvement Toolkit • Location • Cleanliness • Comfort • Virtual environment • Website • Social media

18. Interactions • Making a welcoming statement • Using friendly words and tone of voice • Demonstrating empathy • Putting language in the positive • Offering options VIDEO: Patient Experience - Skills to Improve Every Visit

19. Care

20. Systems Appt. system Clinic hours Staffing Appointment system Clinic flow

21. Patient Satisfaction Patient Satisfaction: how the patient felt about different aspects of their visit. Patient Experience: what did or didn’t happen during a visit That wait was TOO long The provider really listened The exam room wasn’t very clean

22. Patient Satisfaction or Patient Experience?

23. You Won’t Know By Doing This…

24. Assessment

25. Assessment Be thoughtful… • What is already known? • What do you want to measure? • How can you best measure it? • Who will measure? • Who will analyze the data?

26. Assessment

28. Assessment

29. Assessment: Patient Surveys Paper, Electronic, or Mobile Surveys • Respect anonymity • Explain why you’re conducting a survey and that you value their answers

30. Assessment: Patient Surveys Don’t over do it!

31. Assessment: Patient Surveys Ask the right questions the right way: Include enough choices (scale) Will yes/no or good/neutral/poor give you enough info? Balance your scales Same number of good and bad choices Ask only one question at a time Avoid “clinic is clean and welcoming”

32. Assessment: Patient Surveys Patient Experience Improvement Toolkit I have only had one negative interaction with an employee. She was asking questions that had nothing to do with my appt. I had to call three times just to make an appt.

33. Assessment: Patient Surveys Clinic Efficiency Dashboard: clinicefficiency.com

34. Assessment: Patient Surveys What could we have done better? Clinic Efficiency Dashboard: clinicefficiency.com

35. Assessment

36. Observation How long do patients wait? How often are they asked the same question? What does your clinic look like through their eyes? How are they treated by staff?

37. Assessment

38. Plan and Set Goals Define standards Train staff Measure and monitor Share and report progress and challenges Empower innovators!

39. The QI Process Ongoing Process Involves All Staff Based on Facts & Data

40. What’s in it for Me? Lowers stress among staff Improves teamwork Increases staff retention Correlates with higher job satisfaction

41. You Matter Every patient Every time

42. Resource Links Patient Experience Improvement Toolkit https://fpntc.org/training-and-resources/patient-experience-improvement-toolkit Prioritizing the Patient Experience – Strategies for Family Planning (video) https://fpntc.org/training-and-resources/prioritizing-the-patient-experience-strategies-for-family-planning Patient Experience - Skills to Improve Every Visit (video) https://fpntc.org/training-and-resources/the-family-planning-patient-experience-skills-to-improve-every-visit Family Planning Clinic Efficiency Dashboard www.clinicefficiency.com

43. Questions or comments? Please use the chat! Thank you! fpntc@jsi.com www.FPNTC.org

44. Coming up… Increasing Capacity to Provide Quality Family Planning Services July 25th 12pm – 1:30pm ET Using Data to Maximize Clinic Efficiency Registration coming soon! August 23rd 12pm – 1:30pm ET