1. CARE EXPERIENCE LEADERSHIP TEAM AN EXTRAORDINARY CARE EXPERIENCE Every Member, Every Time

2. 2 Welcome to LAMC “…highly satisfied employees and physicians are the key to our future.” REGIONAL PEOPLE PULSE REPORT, 2009

3. HOW DO YOU WANT TO BE TREATED AS A PATIENT? WHAT DO YOU WANT HELP WITH WHEN YOU VISIT YOUR DOCTOR? HOW DO YOU KNOW THAT THE NURSES AND OTHER STAFF ARE CONCERNED ABOUT YOU AND CARE ABOUT YOUR HEALTH? 3

4. “Care Experience” Defined Jason A. Wolfe, Ph.D., Executive Director of the Beryl Institute “…the sum of all interactions,… that influence patient perceptions across the continuum of care… “…critical interplay of quality, safety and [compassionate] service.” THE WHOLE ENCHILADA

5. 5 What Makes For an Extraordinary Care Experience? HelpfulnessCare & Concern Communication

6. 6 Discussion  What do you consider excellent service?  What do you consider unsatisfactory service?  What can you do in your new role to promote and provide excellent service? Did you know?

7. LAMC CARE EXPERIENCE PERFORMANCE

8. EXTRAORDINARY CARE EXPERIENCE Every Member, Every Time

9. 9 Care Experience Measures – How Do We Know If We Are Making a Difference? OUTPATIENT: Ambulatory Satisfaction Questionnaire ( ASQ ) & MAPPS Survey  Helpful/Courteous - Receptionists  Did the Nurse/Assistant Show Care and Concern  Other measures will be talked about in your department orientation

10. 10 INPATIENT: Hospital Consumer Assessment of Healthcare Providers and Systems ( H-CAHPS ) & AVATAR SURVEY  Rate Hospital  Communications with Nurses  Communications with Doctors  Will be talked about in your department orientation Care Experience Measures – How Do We Know If We Are Making a Difference

11. 11 Performance Sharing Program (PSP) Provides a cash award (Bonus) which supplements regular pay Recognizes the contributions made by the programs participants when annual performance goals established are met or exceeded What is PSP/VPP

12. FEBRUARY CARE EXPERIENCE TIMELINE MARCH APRIL MAY-SEPT JANUARY LEADERSHIP MEETINGS Planning KICK-OFF EVENTS LAMC, MOBs, MHC TRAINING All Physicians, Managers, & Staff HOSPITAL/OUTPATIENT INTEGRATION Planning

14. 14 Take the challenge! QUOTE “…At 23, Michael Phelps owns 16 Olympic medals, 14 of which are gold. But even though swimming (like all sports) is about counting…there is something unquantifiable here. Something bigger. Really, what Phelps has done is disrupt the idea of can’t.” TOGETHER WE CAN DO ANYTHING!

15. Thank You!