Presentation on theme: "Melissa Taylor Director, Patient Access/Pre-Access Cleveland Clinic"— Presentation transcript:
1 Melissa Taylor Director, Patient Access/Pre-Access Cleveland Clinic Creating a Positive Patient Experience Driven CultureMelissa TaylorDirector, Patient Access/Pre-Access Cleveland Clinic
2 Cleveland Clinic – About us Located in Cleveland, OhioNonprofit multispecialty academic medical center, integrating clinical and hospital care with research and educationMain Campus8 Community Hospitals18 Family Health CentersLou Ruvo Center for Brain HealthCleveland Clinic FloridaCleveland Clinic CanadaCleveland Clinic Abu Dhabi (2013)
3 Cleveland Clinic - Statistics 1,300 beds on main campusMore than 4,400 beds system-wide4.2 million outpatient total visits167,100 admissions191,500 surgical cases2,700 physicians and scientists
4 Patient choice! State of Healthcare Reimbursement CMS – Value Based PurchasingPay for Performance – reimbursement contingenciesQualityEfficiencyPatient SatisfactionTransparencyPublished clinical measuresHCAHPSPricingInformed ConsumersPatient choice!
5 HCAHPS - Goals Three goals Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)Three goalsMeaningful comparison for consumersPublic reporting is incentive for hospitals to improveEnhance accountability by increasing transparency of qualitySource:
6 Eight critical aspects of care, referred to as the HCAHPS Domains HCAHPS – The Survey18 questions about patient care, four screening questions and five demographic questionsEight critical aspects of care, referred to as the HCAHPS DomainsCommunication with doctorsCommunication with nursesCommunication about medicineResponsiveness of hospital staffCleanliness and quietness of hospital environmentPain managementDischarge informationOverall hospital rating and recommendationSource:
7 ALL OF IT! What is Patient Experience? “One bad interaction can define the impression. This is well documented in retail and other service business.”James Merlino, MDChief Experience Office, Cleveland ClinicQuote Source: HealthLeaders Media, February 24, 2012
9 Where is Patient Access in HCAHPs? Overall ratingWould you recommendVendor Supplemental QuestionsSpeed of Admission ProcessCourtesy of the person who admitted you
10 Organizational Efforts Cleveland Clinic ExperienceExceptional Employee Experience+ World Class Patient Experience= Cleveland Clinic ExperienceCaregiversCaregiver AwardsPre-hire survey – cultural fitSTART with HEART ®Patient Advisory CouncilsEmployee Engagement Survey
11 Empower employees to be a part of the solution Patient Access FocusEmpower employees to be a part of the solutionMinimize calls post-service due to registration issuesPre-RegistrationPatient wait timesRegistration timesAffect and behaviorsNon-patient interfacing registrants in registration areaParking situation
12 Waiting room as first impression Impact on department through-put Pre-RegistrationWaiting room as first impressionImpact on department through-putSet standard as 95% pre-service registration for scheduled servicesOpportunity – Busiest surgery center in enterpriseDelaying patients to ORRegistered patients at point of decision for surgeryProvided business cards with Express Regi phone #Leveraged online registrationSupported call center with onsite registration downtime capacityUsed autodialer to contact patients35% pre-registration rate to 97% - Sustained!
16 Patient Tracking Software - Benefits Elimination of paper sign-in sheetsIdentification of bottleneck via dashboard and reportingReal-time staff monitoring with opportunity to adjustReal-time patient flow technologyConstant spotlight on patient experience in Patient Access
17 On demand and scheduled reporting Robust ReportingPatient wait timesSummaryDetail to patient levelPatient flowProductivityOn demand and scheduled reporting
18 Registration Through-put Monitoring Patient Check-InPatient to be greeted by person, not clipboardPatient checked into software tracking tool by greeterClock begins to measure patient wait timesSimple and easy to use
20 Ability to prioritize patients Dashboard FeaturesAbility to prioritize patientsArea and priority color-coding for easy detectionPatient Wait Times on dashboard turn colors as service urgency thresholds metManager access to all service locationsAlertsVia text orPatient wait extends thresholdPatient volume increase to adjust staffingRegistrant in particular status for extended period
21 Patient Names Appear Here for Encounter Specific Detail Drill-down ReportingReg Wt TimePatient Names Appear Here for Encounter Specific DetailReg Time
22 Creative Utilization of Tool - ED ED Tracking BoardExtension of patient tracking beyond registrationRadiology – Baseline 65th percentileCurrent 90th percentileCall center return call monitoringSUCCESS!!Radiology Example – Patient movements, count for drinking barium, sent to lab, etc.Success
23 Additional Software Features Monitor patient flow and wait timesRegistrationAncillary Check PointsAnticipate patient arrival in ancillary areasIdentify scheduled or walk-in patients using "Visit Type" drop down menuPrioritize by appointment timeRequire delay codeMonitor patient flow and wait times at any registration point including ancillary areas Create a customizable surveyAnticipate patient arrival - Procedure drop down allows ancillary areas to prepare prior to patients arrivalIdentify scheduled or walk-in patients using "Visit Type" drop down menuPrioritize by appointment timeRequire delay code if expected time is expected to start or complete a registration and when sending patient from one location to anotherPatient Encounter report provides detailed view of survey responses and full patient experienceKey Factors reports provides breakdown by visit type along with average processing timesHigh Level Dashboard provides a way to see all hospitals, lobby areas, and current wait times
24 Additional Software Features (Cont’d.) Customize patient surveysDetailed viewReport by visit type with average processing timeUtilize high-level dashboard to see all locations at enterprise level - hospitals, desks, and current wait times
25 Empowerment and Accountability ScriptingCustomer Service Standards PolicyEngagement in annual goals and monthly review of performance against metrics – as a team and individualAccountability Statement
26 Real-time patient feedback Patient Survey traysReal-time patient feedbackFocused on experience with registration and the registrantPaging to manager if patient ranks low on “compassion and sincerity” for real-time service recoveryDownload nightlyReporting - onlineIndividualDepartmentFacilityBy question
27 Cleveland Clinic HCAHPs – Top Box (Current – not yet published) ResultsCustomer Service Tray Scores (registration specific) – above 95% SatisfactionCleveland Clinic HCAHPs – Top Box (Current – not yet published)Rate Hospital 82%Recommend Hospital 86%Specific DomainsAs high as 15% improvement in one year – 2010 to 2011
Your consent to our cookies if you continue to use this website.