Be fo re we sta rt Re minde rs: L e tte rs o f c o mmitme nt - PowerPoint PPT Presentation

E nsur ing L e ade r ship E ngage me nt

Be fo re we sta rt…  Re minde rs: L e tte rs o f c o mmitme nt • I HI Ope n Sc ho o l •  Yo ur fe e db a c k is ve ry impo rta nt fo r us. So ple a se c o ntinue to sha re it with us. We truly a ppre c ia te the time yo u ta ke to g ive us yo ur tho ug hts a nd input. 2

I mpo rta nt no te s  Within3 Co mmunity 3

I mpo rta nt no te s  HCAHPS Ye a r 2 Re fe re nc e L ist http:/ / tc .nphhi.o rg / L e a rn/ HCAHPS-Be yo nd-T he -Ba sic s.a spx 4

SOS L e ade r ship to Impr ove Patie nt E xpe r ie nc e Bianc a Pe r e z, PhD Se nior Re se ar c h Sc ie ntist 5

Obje c tive s 1. Re vie w “e vide nc e b a se d” le a de rship pra c tic e s to impro ve Pa tie nt E xpe rie nc e 2. SOS L e a de rship: S e e the pro b le m, O wn the pro b le m, S o lve the pro b le m 1,2 3. Disc uss c o mmo n b a rrie rs a nd po ssib le so lutio ns 6

L E ADE RSHIP MAT T E RS… A L OT ! 7/ 8 hig h pe rfo rming o rg a niza tio ns re pe a te dly ide ntifie d stro ng CE O a nd • g o ve rna nc e suppo rt fo r a c hie ving pa tie nt c e nte re d c a re a s a c ritic a l 3 fa c ilita to r 6/ 6 hig h pe rfo rming ho spita ls a re c ha ra c te rize d a s ha ving stro ng , visio na ry • le a de rship c o mmitte d to pa tie nt a nd fa mily c e nte re d c a re 4 I n a surve y o f 800 US ho spita l e xe c utive s, 72% a g re e tha t stro ng , visib le • xpe rie nc e 5 suppo rt fro m the to p is a ke y to impro ving Pa tie nt E “T he sing le mo st impo rta nt fa c to r c o ntrib uting to pa tie nt-c e nte re d c a re … is • the c o mmitme nt a nd e ng a g e me nt o f se nio r le a de rship a t the le ve l o f the CE O o r b o a rd o f dire c to rs”. “I n the wo rds o f o ne o b se rve r, the re is no c hanc e to suc c e e d witho ut it, and mayb e no t e ve n with it .” 6 7

S E E O WN S OL VE 8

Se e the Pr oble m: E xamine your Cultur e with Re spe c t to Patie nt E xpe r ie nc e Suc c e ssful o rg a niza tio ns c o nside r the mse lve s to b e pa tie nt-c e nte re d ra the r • tha n pro vide r c e nte re d 7 T o p pe rfo rme rs we re mo re like ly to fo c us o n o ve ra ll o rg a niza tio na l c ulture , • xpe rie nc e a s a se pa ra te initia tive 8 ve rsus trying to simply a ddre ss Pa tie nt E  “Patie nt E xpe rie nc e is o ur strate g y. So , it’ s no t ano the r strate g y. T he y ke y is to unde rstanding ho w e ve rything e lse fits in.” 8 - David F e inb e rg , Pre side nt UCL A He alth Syste m “We do n’ t fo c us a s muc h o n sc o re s a s we do o n wha t a ffe c ts the sc o re s” 9 •  7/ 8 hig h pe rfo rming o rg a niza tio ns sa y susta ine d fo c us o n e mplo ye e sa tisfa c tio n is a fa c ilita to r fo r b uilding a pa tie nt c e nte re d o rg a niza tio n 9 9

Se e the Pr oble m: E xamine your Cultur e with Re spe c t to Patie nt E xpe r ie nc e Culture is stro ng ly suppo rtive o f le a rning a nd c ha ng e . • “ Part o f o ur c ulture is that we ’ re ne ve r happy with the status q uo . Ne ve r… We ask patie nts, what wo uld we ne e d to do in o rde r to b e a 10/10 .” 3 - Chie f Nursing Offic e r T o p pe rfo rming o rg a niza tio ns ha d a mo re ske ptic a l se lf-a sse ssme nt • o f se rvic e e xc e lle nc e 9  80% o f b o tto m pe rfo rme rs ra te d the mse lve s 4 o r hig he r, whe re a s 80% o f to p pe rfo rme rs ra te d the mse lve s 3 o r lo we r (1 is no t a t a ll suc c e ssful a nd 5 is ve ry suc c e ssful) 10

SE E T HE PROBL E M: E xamine your Hospital’s Pe r for manc e 6/ 6 hig h pe rfo rme rs sa y tha t the c a pa c ity to syste ma tic a lly me a sure a nd • mo nito r pe rfo rma nc e thro ug h a b a la nc e d sc o re c a rd is ke y to impro ve me nt 4 Hig h pe rfo rming o rg a niza tio ns me a sure ho spita l pe rfo rma nc e a nd unit le ve l • pe rfo rma nc e 3 Hig h pe rfo rming o rg a niza tio ns va lue na rra tive fe e db a c k fro m pa tie nts 8 • Be tra nspa re nt: Pub lish Pa tie nt E xpe rie nc e da shb o a rds fo r e ve ryo ne to se e , • inc luding pub lic ! 8 11

OWN T HE PROBL E M: Hold E ve r y Staff Me mbe r Ac c ountable to Patie nt E xpe r ie nc e 8/ 8 hig h pe rfo rming o rg a niza tio ns sa y pro viding fro ntline sta ff, • ma na g e me nt, a nd g o ve rna nc e with spe c ific fe e db a c k o n Pa tie nt xpe rie nc e is c ritic a l 3 E L o w pe rfo rme rs ha d the ir Pa tie nt E xpe rie nc e sta ff fo c use d o n o the r • jo b re spo nsib ilitie s, e .g ., ma rke ting , HI M; whe re a s hig h pe rfo rme rs we re mo re like ly to b e de sig na te d Chie f Pa tie nt E xpe rie nc e Offic e r, Ma na g e r o f Se rvic e E xc e lle nc e , Dire c to r o f Pa tie nt 9 Re la tio ns, Se rvic e E xc e lle nc e Co o rdina to r Ask e ve ry me mb e r o f the se nio r te a m to c le a rly e xpla in the ir ro le s • xpe rie nc e 9 a nd re spo nsib ilitie s to wa rds Pa tie nt E 12

Solve the Pr oble m: Be a Visible L e ade r T o p pe rfo rme rs c o mmit sig nific a nt le a de rship time to the Pa tie nt • xpe rie nc e 9 E Se rvic e le a de rs a t to p pe rfo rming o rg a niza tio ns spe nt a n a ve ra g e • o f 85% o f the ir wo rk time fo c use d o n impro ving Pa tie nt E xpe rie nc e , c o mpa re d to 35% fo r lo w pe rfo rme rs 9 Suc c e ssful ho spita ls c o nduc t le a de rship ro unding . Builds • re la tio nships with fro ntline sta ff, e ng a g e d e mplo ye e s a re xpe rie nc e 9 re c o g nize d, a nd re mo ve s b a rrie rs to g o o d Pa tie nt E Wha te ve r the CE O pro mo te s a s impro ving Pa tie nt E xpe rie nc e is • xpe rie nc e 8 ho w the o rg a niza tio n will a ppro a c h Pa tie nt E 13

Solve the Pr oble m: Be a Visible L e a de r 14

Solve the pr oble m: E ng a g e Sta ff, Pa tie nts a nd F a milie s T o p pe rfo rme rs ha d a n a ve ra g e o f 80% o f a ll e mplo ye e s c o mmitte d to • de live ring c o nsiste ntly po sitive Pa tie nt E xpe rie nc e ; b o tto m pe rfo rme rs ha d 63% o f sta ff o n b o a rd with se rvic e e ffo rts 9 5/ 8 hig h pe rfo rming ho spita ls sa id tha t e ng a g ing pa tie nts a nd fa milie s • is a c ritic a l stra te g y 3 6/ 6 hig h pe rfo rme rs sa y the y pa rtne r with pa tie nts a nd fa milie s a t 3 • le ve ls: Po int o f c a re de live ry, pla nning a nd po lic y de ve lo pme nt, a nd me dic a l e duc a tio n 4 We do n’ t have any c linic al me e ting , re tre at, e t c e te ra, witho ut patie nts the re . So we traine d a g ro up o f patie nts to b e ab le to sit with us, and b asic ally just ke e p us ho ne st. I f yo u ac tually liste n to o ur c o nve rsatio ns so me time s, we stray fro m b e ing patie nt c e nte re d. Having the patie nt the re – it b ring s it b ac k. - Da vid F e inb e rg , Pre side nt o f UCL A He a lth Syste m 15

Common Ba rrie rs (a nd possible solutions) xpe rie nc e o b je c tive s 5 : F a ilure to de fine Pa tie nt E Bar r ie r Solution: Unde rsta nd the c urre nt sta te o f the Pa tie nt E xpe rie nc e pe rfo rma nc e – ho spita l wide a nd unit-spe c ific 5 : Co mpe ting prio ritie s/ time c o nstra ints 5 Bar r ie r Solution: I t ta ke s a n inte ntio na l de c isio n to fo c us o n Pa tie nt E xpe rie nc e a nd re c o g nize tha t it c a n in fa c t tie ma ny o the r prio ritie s 5 to g e the r 16

Common Ba rrie rs (a nd possible solutions) a c k o f physic ia n e ng a g e me nt 5 ie r : L Bar r Solutions : 1. L e a de rs sho uld ma ke it e a sy fo r physic ia ns to a b so rb the Pa tie nt E xpe rie nc e me ssa g e a nd re info rc e b e ha vio ra l e xpe c ta tio ns fo r a ll te a m me mb e rs 5 2. De ve lo p physic ia n-spe c ific fe e db a c k/ g o a ls 3. Assig n e ng a g e d physic ia ns to spe a k with physic ia ns a b o ut why o rg a niza tio n is c o mmitte d to Pa tie nt E xpe rie nc e . Do c to rs liste n to do c to rs! 3 nsuffic ie nt re so urc e s to suppo rt impro ve me nts 5 ie r : I Bar r Solution: Re c o g nize tha t no t e ve ry so lutio n is c o stly. Cha ng e s in c a re de live ry b a se d o n pa tie nt fe e db a c k a re o fte n surprising ly simple a nd ine xpe nsive 3 17

Common Ba rrie rs (a nd possible solutions) ie r : Cha ng ing mindse t o f e mplo ye e s fro m pro vide r-fo c use d to Bar r pa tie nt-fo c use d 3 Solution : Ma ke Pa tie nt E xpe rie nc e pe rso na l, e .g . L iste n to pa tie nt sto rie s, ma ke it a n a g e nda ite m a t sta ff me e ting s 3 : Cha ng ing the mindse t to a pa tie nt-fo c use d o rg a niza tio n is Bar r ie r ta king lo ng e r tha n e xpe c te d 3 Solutions: 1. Be re spo nsive to pa tie nt fe e db a c k, de a l with ne g a tive sto rie s imme dia te ly, a nd le t sta ff kno w yo u ha ve a ddre sse d the pro b le m 3 2. Ce le b ra te suc c e ss, a c kno wle dg e c o nsiste nc y, a nd a ddre ss pro b le ms 10 xpe rie nc e a s a jo urne y, no t a n initia tive 9 3. Se e Pa tie nt E 18

Summa ry Se e the proble m E xa mine yo ur c ulture with re spe c t to Pa tie nt E xpe rie nc e E xa mine yo ur ho spita l’ s pe rfo rma nc e Own the proble m Ho ld e ve ry sta ff me mb e r a c c o unta b le to Pa tie nt E xpe rie nc e Solve the proble m Be a visib le le a de r E ng a g e sta ff, pa tie nts, a nd fa milie s 19