Optimizing A Care Experience Model Aiyana Johnson, Chief Experience - - PowerPoint PPT Presentation

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Nov 19, 2022 271 likes •372 views

Optimizing A Care Experience Model Aiyana Johnson, Chief Experience Officer Jeff Critchfield, Chief Medical Experience Officer Brent Andrew, Chief Communications Officer ZSFG TRUE NORTH Zuckerberg San Francisco General 3/14/2017 2 Hospital

SLIDE 1

Optimizing A Care Experience Model

Aiyana Johnson, Chief Experience Officer Jeff Critchfield, Chief Medical Experience Officer Brent Andrew, Chief Communications Officer

SLIDE 2

ZSFG TRUE NORTH

3/14/2017 Zuckerberg San Francisco General Hospital and Trauma Center 2

SLIDE 3

3/14/2017 Zuckerberg San Francisco General Hospital and Trauma Center 3

SLIDE 4

BACKGROUND

Communication

Food Environment

3/14/2017 4

CEX team established to

support improvement work related to drivers.

2016 focus:

Communication via ICARE.

Unequal effort in

application, e.g. inpatient vs. specialty care.

Unequal attention to

poorer performing drivers, e.g. food

Drivers of Patient Experience First and Lasting Impressions

SLIDE 5

CURRENT CONDITIONS

Received a “building bump”; effects are tapering off.
ZSFG is not consistently performing in the areas

pertaining to the drivers of patient experience.

31% 31% 17% 27% 28% 23% 35% 27% 23% 29% 23% 29% 0% 10% 20% 30% 40%

Jan Feb March April May June July Aug. Sept. Oct.

Nov. Dec.

HCAHPS - Food Taste (2016)

0% 50% 100%

Jan. Feb. Mar. Apr. May June July Aug. Sept. Oct . Nov. Dec.

HCAHPS – Communication (2016)

MD RN 51% 51% 46% 57% 61% 74% 67% 69% 69% 68% 70% 71% 0% 20% 40% 60% 80%

Jan. Feb. Mar. Apr. May June July Aug. Sept. Oct . Nov. Dec.

HCAHPS – Environment (2016)

51% 51% 46% 57% 61% 74% 67% 69% 69% 68% 70% 61% 0% 20% 40% 60% 80%

Jan. Feb. Mar. Apr. May June July Aug. Sept. Oct . Nov. Dec.

CGCAHPS – Communication (2016) 2016 Avg: 27% Calif Avg: 34% 2016 Avg: 66% Calif Avg: 76% 2016 Avg: 64% Calif Avg: 63% 2016 MD Avg:78% Calif MD Avg: 82% 2016 RN Avg: 74% Calif RN Avg: 78%

SLIDE 6

PROBLEM STATEMENT

We have seen fluctuating “Likelihood to Recommend” gains due to patient’s inconsistent encounters with our people and systems across diverse settings.

3/14/2017 Zuckerberg San Francisco General Hospital and Trauma Center 6

71 60 58 71 61 77 83 84 82 76 79 79 10 20 30 40 50 60 70 80 90 Jan Feb March April May June July Aug. Sept. Oct. Nov. Dec. 2016

2015Average

SLIDE 7

TARGET AND GOALS

TARGET GOAL Meet all (regular and therapeutic) patients’ food preferences, within one day of admission from 21% to: 38% by July 2017 50% by

Dec. 2017

Improve HCAHPS “Food Taste” from 26% to: 28% by July 2017 30% by

Dec. 2017

Improve CG-CAHPS “Helpful, Courteous & Respectful Staff” from 68% to: 69% by July 2017 70% by

Dec. 2017

3/14/2017 Zuckerberg San Francisco General Hospital and Trauma Center 7

SLIDE 8

COUNTERMEASURE

3/14/2017 Zuckerberg San Francisco General Hospital and Trauma Center 8

No. Categories Proposed Countermeasure Completion Date Status Update 1 Service/Comm unication Complete roll out of ICARE framework

Dec. 2017

In Process: Operational ICARE A3 2 Food Quality, Food Choice Develop an infrastructure to improve patients’ experiences with food.

Dec. 2017

In Process: Operational Food Quality and Food Choice A3’s

SLIDE 9

NEXT STEPS

Patient Experience funding to support Food

Service transformation.

Care Experience alignment throughout SFHN

via Care Experience Advisory Council.

3/14/2017 Zuckerberg San Francisco General Hospital and Trauma Center 9

Quality

Cook-chill
Sourcing
Recipes

Choice

Patient menu

redesign

Patient menu

communication