SERVICE The Patient Experience Jon Friedenberg, COO Anna - - PowerPoint PPT Presentation

SERVICE

The Patient Experience Jon Friedenberg, COO Anna Sellenriek, Exec Dir PX

In 2016, we launched a multi-year effort to improve the Patient Experience in a measurable and sustained way

Patient Experience in 2016

• Patient Ambassadors
• Video Language Interpreting Carts
• Surgical Tracking Board Installation
• Schwartz Rounds
• RBC Leadership Training, Unit

Council Orientation and Central Council Formation

• Enter Patient Complaints &

Compliments on the Intranet

• Patient & Family Advisory Council
• Benefactor Care Program
• Standardized HCAHPS/Patient

Survey reports provided monthly to Unit Leaders

• MD/RN Team Rounding
• 8-week Leadership Training, focused on

Relationship Based Care (RBC)

• Reigniting the Spirit of Caring (RSC)

workshops

• Dr. Larry Baker physician training
• Patient Centered Acute Care Whiteboards
• Weekly HCAHPS meetings
• Multi-Pocket Discharge Folder design
• “Motivational Mondays”
• Executive, Courtesy Volunteer, Trauma

Rounding

• Department Specific Projects

2016 HCAHPS

72 78 87

Measured Success on the Medical Unit

Overall Quality of Care Teamwork between Doctors, Nurses, Staff Would Recommend 50th percentile

Medical Unit - “Overall Quality of Care”

60th Percentile 10th Percentile 50th 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)