SERVICE The Patient Experience Jon Friedenberg, COO Anna Sellenriek, Exec Dir PX
Patient Experience in 2016 In 2016, we launched a multi-year effort to improve the Patient Experience in a measurable and sustained way - Patient Ambassadors - MD/RN Team Rounding - Video Language Interpreting Carts - 8-week Leadership Training, focused on - Surgical Tracking Board Installation Relationship Based Care (RBC) - Schwartz Rounds - Reigniting the Spirit of Caring (RSC) - RBC Leadership Training, Unit workshops Council Orientation and Central - Dr. Larry Baker physician training Council Formation - Patient Centered Acute Care Whiteboards - Enter Patient Complaints & - Weekly HCAHPS meetings Compliments on the Intranet - Multi-Pocket Discharge Folder design - Patient & Family Advisory Council - “Motivational Mondays” - Benefactor Care Program - Executive, Courtesy Volunteer, Trauma - Standardized HCAHPS/Patient Rounding Survey reports provided monthly to - Department Specific Projects Unit Leaders
2016 HCAHPS 72 78 87
Measured Success on the Medical Unit Would Recommend 50 th percentile Teamwork between Doctors, Nurses, Staff Overall Quality of Care
Medical Unit - “Overall Quality of Care” 60 th Percentile 50 th Percentile 10 th Percentile
Looking forward into 2017 - RBC Practicums, Leadership Workshops, Orientation for Waves II & III - Monthly Re-Igniting the Spirit of Caring workshops (care of self, care of colleagues, care of patients & family) - Patient Passport Rollout - WIC Whiteboards installed - Patient & Family Advisory Council (PFAC) input - Patient scheduling options - Unit Patient Experience projects - MGH 2.0 design involvement - Partnering with Nursing to improve HCAHPS: Communication with Nurses (RBC, RSC, Team Rounding) • Communication about Medications • Environment (Quite Time) • Responsiveness (No Pass Zone) •
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