Optimizing a Care Experience Model Jeff Critchfield & Aiyana - - PowerPoint PPT Presentation

Optimizing a Care Experience Model

Jeff Critchfield & Aiyana Johnson

TRUE NORTH

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2017 ACHIEVEMENTS

Meaningful Access to Data

• Disseminated monthly
• Inpatient, Specialty,

Food & Nutrition, Environmental Svcs

Real-time feedback

• Available in threshold

languages

• Higher response than

HCAHPS

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Data dashboards

12

Patient Responses

2216

2017 ACHIEVEMENTS

Service Recovery

• 1-Poor or 2-Fair

triggers alert to designated leader

Caring Framework

• Attended workshop,

identified key behavior & rounding

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Response rate w/in 24 hours

91%

Leader Adoption

73%

2017 LESSONS LEARNED

• 1. Focus must be supported by performance

and aligned with operational priorities.

• 2. Departmental level engagement is required

for sustained improvements.

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79% 76% 73% 26%

MD Communication RN Communication Environment Cleanliness Food Taste

2018 STRATEGIES

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The ZSFG Way

Advancing Equity Improving Value and Patient Outcomes Ensuring Flow and Access Optimizing Care Experience Financial Stewardship

Building for the Future Implementing an enterprise-wide Electronic Health Record

Advancing Equity Improving Value and Patient Outcomes Ensuring Flow and Access Optimizing Care Experience Optimizing Workforce Care & Development The ZSFG Way Building for the Future Implementing an enterprise-wide Electronic Health Record

8 3

BACKGROUND

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2016 Structure 2017 Focus 2018 Alignment

MD Communication RN Communication Food Environment

Performance Capacity Priority

• Created CEX dept.
• Adopted ICARE
• Leveraging daily

management system

• Align with dept. level

improvement work

• Improvement driven

by first and lasting impressions

PROBLEM STATEMENT

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Since July 2016, we have seen stagnate HCAHPS “likelihood to recommend” patient experience scores due to misalignment between the focus of CEX improvement activities, and ZSFG operational priorities.

73 77 80

10 20 30 40 50 60 70 80 90

Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17

HCAHPS Likelihood to Recommend

2016 Avg 2017 Avg Target

TARGET AND GOALS

TARGET GOAL By 6/30/2019, increase the #

• f departments at 100% ICARE

bundle compliance from 0 to: 12 by Dec 2018 30 by June 2019 By 6/30/2019, increase % positive responses for HCAHPS “Likelihood to Recommend” from 78% to: 80% by June 2019 80% by June 2019

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COUNTERMEASURES

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No. Countermeasure Date Status update 1 Develop ICARE status sheet question and incorporate into daily management system module 1/30/18 Complete 2 Define ICARE bundle measurement 1/30/18 Complete 3 Care Experience team to meet with 30 targeted clinical and ancillary departments to identify PEX metrics 6/30/18 Complete

2018 ACHIEVEMENTS

• Quantification of ICARE - “ICARE Bundle”

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Key Behavior Identification and implementation of an ICARE Key Behavior. Status Sheet Incorporation of a status sheet question regarding ICARE. PEX Metric Identification of a patient experience (PEX) watch or driver metric.

2018 ACHIEVEMENTS

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• Increasing ICARE Bundle Compliance

2018 ACHIEVEMENTS

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• Leveraging daily management system to

reinforce ICARE and align with departmental improvement activities.

Wave 1 Wave 2 Wave 3 Wave 4 Wave 5

83% Adoption 73% Adoption Daily Management System Roll-Out

JANUARY TO FEBRUARY MARCH TO JUNE JULY TO SEPTEMBER OCTOBER TO DECEMBER JANUARY TO MARCH

NEXT STEPS

• Disseminate data to those who do the work to

create further accountability and transparency:

• Data dashboards redesign
• Care Experience Data Review Committee

restructure

• Update real-time patient experience questions
• Transition HCAHPS survey vendors.

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