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

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 and Trauma Center

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

BACKGROUND • CEX team established to Drivers of Patient Experience support improvement First and Lasting Impressions work related to drivers. • 2016 focus: Communication via ICARE. MD Environment Communication • Unequal effort in application, e.g. inpatient vs. specialty RN Food care. Communication • Unequal attention to poorer performing drivers, e.g. food 3/14/2017 4

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. CGCAHPS – Communication (2016) HCAHPS – Communication (2016) 74% 67% 69% 69% 68% 70% 80% 100% 57% 61% 61% 51% 51% 46% 60% 50% 40% 0% 20% Jan. Feb. Mar. Apr. May June July Aug. Sept. Oct . Nov. Dec. 0% MD RN Jan. Feb. Mar. Apr. May June July Aug. Sept. Oct . Nov. Dec. 2016 Avg: 66% Calif Avg: 76% 2016 MD Avg:78% Calif MD Avg: 82% 2016 RN Avg: 74% Calif RN Avg: 78% HCAHPS – Environment (2016) HCAHPS - Food Taste (2016) 74% 67% 69% 69% 68% 70% 71% 80% 40% 35% 57% 61% 31% 31% 29% 29% 27% 28% 27% 51% 51% 46% 60% 30% 23% 23% 23% 17% 40% 20% 20% 10% 0% 0% Jan. Feb. Mar. Apr. May June July Aug. Sept. Oct . Nov. Dec. Jan Feb March April May June July Aug. Sept. Oct. Nov. Dec. 2016 Avg: 64% Calif Avg: 63% 2016 Avg: 27% Calif Avg: 34% 5

PROBLEM STATEMENT We have seen fluctuating “Likelihood to Recommend” gains due to patient’s inconsistent encounters with our people and systems across diverse settings. 84 90 83 82 79 79 77 76 80 71 71 70 61 60 58 60 64 50 40 30 20 10 0 Jan Feb March April May June July Aug. Sept. Oct. Nov. Dec. 2016 2015Average Zuckerberg San Francisco General 3/14/2017 6 Hospital and Trauma Center

TARGET AND GOALS TARGET GOAL Meet all (regular and 38% by 50% by therapeutic) patients’ food July 2017 Dec. 2017 preferences, within one day of admission from 21% to: Improve HCAHPS “Food Taste” 28% by 30% by from 26% to: July 2017 Dec. 2017 Improve CG- CAHPS “Helpful, 69% by 70% by Courteous & Respectful Staff” July 2017 Dec. 2017 from 68% to: Zuckerberg San Francisco General 3/14/2017 7 Hospital and Trauma Center

COUNTERMEASURE No. Categories Proposed Completion Status Countermeasure Date Update 1 Service/Comm Complete roll out of Dec. 2017 In Process: unication ICARE framework Operational ICARE A3 2 Food Quality, Develop an Dec. 2017 In Process: Food Choice infrastructure to Operational improve patients’ Food Quality experiences with and Food food. Choice A3’s Zuckerberg San Francisco General 3/14/2017 8 Hospital and Trauma Center

NEXT STEPS • Patient Experience funding to support Food Service transformation. • Cook-chill • Sourcing Quality • Recipes • Patient menu redesign Choice • Patient menu communication • Care Experience alignment throughout SFHN via Care Experience Advisory Council. Zuckerberg San Francisco General 3/14/2017 9 Hospital and Trauma Center