1. Making It Better Planning Employee & Patient Satisfaction November 2010

2. 2 Overview Making It Better Process Resources & Tools Available

3. 3 “ Making It Better” Plans for 2011 Two types:  Joint: Managers responsible for employee and patient satisfaction  Employee Satisfaction Only: Directors responsible for employee satisfaction Patient Satisfaction Indicators:  Press Ganey Overall Satisfaction – for all areas with an overall satisfaction score  2 Press Ganey Key Drivers – for all areas except adult inpatient  HCAHPS Domains: Pain, Discharge and Responsiveness of Staff – for all adult inpatient units Unit/Department specific targets to be determined by Patient Centered Care Cabinets

4. New in 2011: New in 2011: For Adult Inpatient Areas Only  Increased HCAHPS sampling to obtain more robust unit specific data  HCAHPS domain scores will be added to plans Pain, Discharge and Responsiveness of Hospital Staff  Key HCAHPS strategies will be standard on all plans i.e. Pain Resource Nurse, Discharge Instructions Folder  Unit specific targets for HCAHPS domains will be based off of the percentage of patients who respond “Always” “Making It Better” Planning for Patients Success for HCHAPS domains will be measured by comparing 2011 full year scores to 2010 full year baseline

5. “Making It Better” Planning for Employees Employee Satisfaction Indicators: Overall Satisfaction Goal: departments must meet or exceed NYP target 84% favorable Respect Domain Goal: departments must meet or exceed NYP score of 71% favorable Additional Key Indicator Examine survey results with your staff Involve your team in choosing one indicator to focus on Goal: 1 – 2 percentage points above NYP total score for that indicator

6. 6 Making It Better for 2011 Focus Discuss Make It Better Follow three simple steps to improve your low scoring areas!

7. 7 How Do I Focus? Focus Discuss Make It Better

8. 8 Focus Review and evaluate 2011 plans Review Priority Indicators for Patient and Employee Satisfaction, HCAHPS outcomes Select actionable indicators for consideration Review recommended best practices for selected indicators Identify appropriate tactics to improve selected indicators Focus

9. 9 Gathering Input from Your Department Focus Discuss Make It Better Now that you’ve reviewed your data it’s time to share it with your team.

10. 10 Before the Meeting Review the data  Make note of areas that need further clarification Frame staff expectations  Let your staff know that the meeting will be devoted to reviewing Employee Satisfaction & Patient Satisfaction results Review Resources Discuss

11. 11 During the Meeting Re-state the objective of the meeting Encourage everyone to participate in the discussion Review the Patient and Employee Satisfaction results for your team Review areas to focus on for 2011 and brainstorm tactics Avoid giving your opinion. Don’t argue or disagree with employees. If necessary, ask questions to clarify. Discuss

12. 12 Creating a Making It Better Plan for Improvement Focus Discuss Make It Better Making It Better Planning – Increased by 7 points from 2009!!

13. 13 “Making It Better” Timeline November 8 : Begin the MIB planning for ESAT only & Joint plans November 15 : Parameter & comment reports available to SVPs and VPs December 10 : Deadline to submit MIB plans to Vice Presidents December 22: Vice Presidents sign off on plans January 2011 : All Joint plans reviewed by PCC Cabinets All plans will be saved on the PCC Team Site by campus Make It Better

14. 14 Your Role in Making It Better Planning HR Manager / PCC Specialist  Provide plan template and tools  Conduct group and 1:1 planning sessions  Post approved plans on team portals Manager / Supervisor  Engage ALL employees in MIB planning meetings  Submit timely plans to Director & VP  Post final MIB plans with employee signatures Director  Check that ALL employees had opportunity to participate  Return MIB plans that are not actionable  Monitor timely submission of plans to meet Dec 10 deadline  Approve & sign plans Vice President  Confirm that ALL employees had opportunity to participate  Approve & sign plans  Prepare for PCC cabinet meetings Make It Better

15. 15 Making It Better Plan Tips Engage staff and physicians in discussion Interface with other departments that are part of/influence your plan Use of best practices, develop detailed plans and timelines to implement Integrate plan with other initiatives – safety, quality, and employee satisfaction Post your plans on communication boards Address plans on and progress and staff meetings Make It Better

16. 16 Attributes of an Effective Plan Brings the concept of PATIENT CENTERED CARE to life Links employee and patient satisfaction Engages every employee Measureable – with short and long-term metrics Accountability embedded in the plan Make It Better

17. 17 Agenda for MIB Planning Meeting TimeOutlineObjective 5 min.Welcome  Confidentiality  Ground Rules Set expectations and explain purpose of meeting 25 min.Review Results  Distribute reports/presentation  Answer any questions Explain results to team so they understand the strengths and opportunities of the department 20 min.Discussion  Ask open ended questions Gather employee feedback to gain better understanding of the results 10 min.Making It Better ActionsAs a group decide what areas should be a priority 5 min.Next StepsDocument plan & Submit by December 10, 2010

18. 18 Best Practices for Patient & Employee Satisfaction Staff meetings each month to:  Convey major organizational messages  Address quality, safety and service issues  Feedback data  Inform and Empower staff Huddles each shift to:  5 minute “focusing sessions”  Review quality, safety and service messages and expectations Rounding  Leadership Rounding for Outcomes with staff – new in 2011!  Hourly Rounding with patients – a continued focus in 2011!

19. 19 Best Practices for Patient & Employee Satisfaction Awards & Recognition  Public recognition opportunities  On-the-Spot recognition  Patient Centered Care Programs  Recognition Events

20. 20 “Making It Better” Resources Patient Care Specialists/HR manager for your facility “We Put Patients First” website - http://infonet.nyp.org/ppf/ Employee Satisfaction Survey website- http://infonet.nyp.org/opinion/ Press Ganey website HRSolutions ActionPro Reporting Tool PCC Curriculum – see NYP Learning Center Management Curriculum – see NYP Learning Center Awards & Recognition website