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Associate Forums. November 2012. We are the Patient Experience. http://www.youtube.com/watch?v=tuwZKswcBUE&feature=player_embedded. Patient Satisfaction. Presented to: St. Mary-Corwin Leadership Team October 17, 2012. Ever feel like you’re stuck?.
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Associate Forums November 2012
We are the Patient Experience http://www.youtube.com/watch?v=tuwZKswcBUE&feature=player_embedded
Patient Satisfaction Presented to: St. Mary-Corwin Leadership Team October 17, 2012
Our Roadmap to Increased Patient Satisfaction • What did it take? • Teamwork • Training & Resources • Operations • Communication • Associate Satisfaction
Teamwork • Departments broke down barriers and started working collaboratively together, rather than in departmental silos • Conduct annual departmental survey, associates rating departments • Re-energized our Patient Satisfaction Committee • comprised of directors from clinical and non-clinical areas, meets monthly • Developed a Superstar Committee • Tasked with brainstorming/carrying through on improvement items, that stemmed from an internal survey on how we can improve patient sat. • Comprised of associates from varying departments/levels, meets monthly • Developed a Patient/Family Advisory Council • Tasked with improving patient satisfaction from community perspective • Comprised of patients, board members, community members, associates • Physician Satisfaction & Involvement
Training & Resources • Implemented several StuderGroup initiatives • AIDET • Nursing leaders reviewed HCAHPS book together • Thank you cards to associate homes • Courageous Conversations, mandatory for all associates • Customer Service training, mandatory for all associates, facilitated by Laurie Kennedy, then STMH representatives • Direction to line staff • Added to orientation for all new associates • Service Recovery • Developed new policy and tool kit for any associate to use • Rolled out this initiative at associate forums
Operations • Accountability and ownership at all levels • Commitment to Excellence poster • Patient Representative position added • Radiology • added a transport position • ED • Added a clinical position for front window, EMTs front and back • Front desk renovation, eliminated window for improved access • Improved triage process • Significantly reduced wait times with ‘pull to full’ process • Pain management process improvement team • April calls LWBS and AMA patients, next day or as soon as possible
Operations, cont. • OR • Expanded AIC, all private rooms, TVs donated by Foundation • Added a volunteer to provide family updates • Added a private consultation family room • Implemented bed side reporting in Med/Surg • Started a nursing Wound Care program • Started a Coumadin clinic • Started a cardiovascular clinic • Now providing ‘comfort things’ identified by various committees, such as a blanket in radiology, courtesy snack cart from Dietary • Attention to physical plant details from Superstar Committee
Communication • Post discharge phone calls across key departments • Admin, Director and Supervisor patient rounding • Patient sat. updates provided at quarterly associate forums and department staff meetings • SDS/Ortho • Created a ‘What to expect’ information guide for ortho patients
Communication, cont. • ED • Posted wait times online, stmhospital.org, included in marketing campaign • Radiology/Cardiopulmonary/Neurodiagnostics • Provides continuous updates to patients on wait times, delays • Gives every patient a thank you card with pertinent testing/follow up info • ICU/ED • Created new pain management handout for patients • Marketing & Communications • Patient letters/Share cards included in Impact associate e-newsletter • Department patient sat. action plans featured in Impact • Added patient rep. and hospitalist education to patient guide • Feature article/video in Centura Connections associate e-newsletter
Communication, cont. • Nursing fully utilizes white boards: plan of the day, RN name • Formalized department action plans, detailed with goals/timeline • Presented all at management council, keep top of mind • Plans and updates included in Impact associate e-newsletter • Value Based Purchasing • Training provided at associate forums and staff meetings • Communicating to associates the importance of high patient sat. • Shows quality scores side-by-side with patient satisfaction • Added to new hire orientation over a year ago
Associate Satisfaction • Direct correlation between associate and patient sat • As patient sat increased, so did associate sat/Press Ganey • Visibility of admin on units increased, is appreciated • Management performs associate rounding • One-on-one time with their director • Nursing engagement is key, most impact on patient experience • Thank you notes to associate homes • Associate engagement activities • Employee of the Month, picnics, in-person recognition by admin • EVS - white boards w/ housekeeping pager #, patient sat. • Maintenance focus on temperature control using log • Dietary survey cards on all patient trays, supervisor rounding
Our Thoughts • “We all may have been part of the problem, but are all now part of the solution.” • Dianne Bush, Imaging Director • “A patient recently told me, ‘You can tell that your staff loves what they do, it’s not just a job.’” • Becky Vodopich, Patient Representative • A key philosophy we put into action is that everyone is responsible for patient satisfaction, and we need to hold each other accountable • Marcia DePriest, Chief Nursing Officer • “Happy associate, happy patient.” • Eric Harris, Director, EVS, Security and Support Services
Pain Team • The team has developed goals around: • Education (staff, physicians, and patients) • Alternative modalities for pain management • IT (order entry processes) and Meditech flow
Pain Team • So far we have: • Investigated current equipment for heating/cooling and a new product has been ordered • Physician education opportunities • Trialed some positioning items for improving comfort, ordering 1-2 sets to trial with our patients • Developed a process flow out of the PACU to the floor for patients requiring an RCA for pain medications • Pain brochure developed in the ED; revised for hospital-wide use to include alternative modalities (draft) • Developed a slogan and plan for our hospital-wide campaign o “Experience More Comfort”
Pain Team • Still to come: • Updates to the Patient Guide for improving comfort • Improvements with documentation flow with focus on status boards for last dose and pain goal • Consistent approach to white board use for improving communication about pain management with our patients • Options for music therapy • Clarity and training for positioning aid use and breathing techniques • Evaluation of all of the chairs in the patient care areas
Pain Team Goal is to have rolled out our Comfort Campaign to all staff, physicians, and patients by the end of the year.
Key Indicators Presentation Title – Date (month #, ####)
Action plan – focus on communication from and with physicians
Survey Findings - highlights • Crash Carts not checked daily • Refrigerator logs not completed daily • Outdated Supplies and Drugs in multiple locations • Incomplete Restraint Documentation • Pain Reassessments not completed within 1 hour time frame • Scopes not stored properly • Foley catheter care and documentation and timely discontinuation of Foley catheters • Inappropriate waste disposal • Lack of use of Universal Protocol for procedures in all areas of the hospital
Action Plan – Directors, managers and supervisors responsible for areas with findings will be putting together an action plan to address each finding. You will be hearing more from the leadership team about this soon. We are expecting The Joint Commission Survey to occur this winter, potentially as early as the beginning of February
Update on Strive Classes • Great participation in both the Healthy Life Weight and Coping with Stress Class • Between all 23 participants in the Healthy Life Weight classes there has been weight loss of 96 pounds. • New Years is just around the corner! Sign up for the Healthy Life Weight Classes starting this January • There will be two sessions running: • Healthy Weight Jan 8- Mar 12th Tue 5:00-6:00pm Community Room • Healthy Weight Jan 10- Mar 14th Thu Noon-1pm Community
Update on Wellness Events • Freeze Your Weight Challenge! There are “eat this, burn off that” posters located on the communication boards. • Sign your name off on the foods you burn • off in preparation for that big • Thanksgiving meal • Relaxation Retreat coming up in December, look for sign up in the Impact! • System-wide biometric Screenings scheduled for February 20 & 21st 6:00am-10:00am. Sign ups will be online, look for more promotion early January!
St. Thomas More Hospital Associate Partnership StoryboardAction Planning Update Progress to Date • Results communicated, action items identified • Entity results shared with all associates • Listening sessions completed • Entity areas of focus identified • Associate Action Planning Team members identified • Direct manager dashboard results reviewed and actions identified • Department leaders shared and discussed results with their associates • Progress updated with all associates
Centura Health at Home • Rocky Mountain Children’s Hospital • New Directors • Maureen McKasy-Donlin, Manager of Mission & Ministry • Anita Berk, Director, Pharmacy • Dawn McWilliams, Supervisor, Professional Development • Medical Staff Services – Sonny Apodaca • OB Remodel/Projects • Financial Update
Questions? Thank you!
