1. SUSTAINING QUALITY THROUGH EXCELLENT PATIENT EXPERIENCE ​ Katie Saul, MPH ​ JSI Research & Training Institute, Inc.

2. Objectives  Describe why excellent patient experience is critical to sustainable family planning services  Define quality care  List at least three ways to measure patient experience  Identify at least three ways to improve patient experience

3. Patients have choices Your Clinic

4. You need to get paid Patient Experience

5. Prepare for the future  Health insurance companies  Healthcare Effectiveness Data and Information Set (HEDIS)  Consumer Assessment of Health Plans Survey (CAHPS)  Collaborative healthcare systems  Accountable Care Organizations  Facility accreditors  Payers using “value-based purchasing”  Physician licensing boards

6. It’s good for patients  Improves health outcomes  Increases patient engagement with care  Improves likelihood that patients follow provider recommendations and treatment plans

7. You’re almost there! 99%

8. Don’t be these guys!

9. What is Quality? Safe Effective Patient-Centered Timely Efficient Equitable

10. Quality According to the Patient

11. ​ What the customer gets ​ vs. ​ What the customer expects Gets = Expects = Average Experience Gets > Expects = Positive Experience

12. How to meet or exceed expectations?

13. What influences patient experience?

16. Patient Experience Systems Interactions Care Environment

17. The provider really listened That wait was TOO long The exam room wasn’t very clean Patient Satisfaction

18. You won’t know by doing this…

19. Assessment fpntc.org

20. Take a look around…

21. Be thoughtful about your assessment  What is already known?  What do you want to measure  How can you best measure it?  Who will measure?  Who will analyze the data?  How will you share and use the findings?

22. Assessment QI SURVEYS Paper Online Mobile OBSERVATION Shadowing Phone Audits INTERVIEWS Individual Focus Groups

24. Assessment QI SURVEYS Paper Online Mobile OBSERVATION Shadowing Phone Audits INTERVIEWS Individual Focus Groups

25. Patient surveys

26. Patient surveys: respect anonymity!

27. Patient surveys: explain why…

28. Patient surveys: ask the right questions the right way  Include enough choices (scale)  Will yes/no or good/neutral/poor give you enough info?  Balance your scales  Same number of good and bad choices  Ask only one question at a time  Avoid “clinic is clean and welcoming”  Use language that patients understand  Include open-ended questions

29. Patient surveys: use your data! “What could we have done better?” +

30. I have only had one negative interaction with an employee. She was asking questions that had nothing to do with my appt. I had to call three times just to make an appt.

31. Patient surveys: don’t over do it! ~ 50 surveys

32. clinicefficiency.com

33. Assessment QI SURVEYS Paper Online Mobile OBSERVATION Shadowing Phone Audits INTERVIEWS Individual Focus Groups

34. Observation  How long do patients wait?  How often are they asked the same question?  What does your clinic look like through their eyes?  How are they treated by staff?

35. Assessment QI SURVEYS Paper Online Mobile OBSERVATION Shadowing Phone Audits INTERVIEWS Individual Focus Groups

36. Interviews  Chat with patients in the waiting room.  Ask your staff!

37. Patient experience best practices  Define standards for your facility, services, and interactions  Train and support staff to meet your standards and goals  Measure and monitor the extent to which standards are met

38. QI Ongoing Process Based on Facts & Data Involves All Staff

39. Start by making small changes

40. What’s in it for me?  Lowers stress among staff  Improves teamwork  Increases staff retention  Correlates with higher job satisfaction *Rave N, Geyer M, Reeder B, Ernst J, Goldberg L, Barnard C. Radical systems change: innovative strategies to improve patient satisfaction. Journal of Ambulatory Care Management 2003; 26(2): 159-174.

41. YOU MATTER… ​ Every patient ​ Every time