Jim Conway Senior Vice President, IHI jconway@ihi.org Exceptional Patient Experience and Joy in Work: Achievable and Essential Jim Conway Senior Vice President, IHI jconway@ihi.org Preliminary Data: Not for Citation

“Every system is perfectly designed to achieve exactly the results it gets.” Paul Batalden

Primary and Secondary Drivers Exceptional Patient Experience Exceptional patient and family inpatient hospital experience (safe, effective, patient centered, timely, efficient, equitable) as measured by HCAHPS willingness to recommend Preliminary Data: Not for Citation

Primary Drivers Governance and executive leaders demonstrate that NOTHING is more important in the culture than patient and family centered care practiced everywhere in the hospital (individual, microsystem, organization) The hearts and minds of staff and providers are fully engaged Every care interaction is anchored in a respectful partnership anticipating and responding to patient and family needs (physical comfort, emotional, informational, cultural, spiritual, and learning) Hospital systems deliver reliable quality care 24/7 The care team instills confidence by providing collaborative, evidenced based care Preliminary Data: Not for Citation

Leadership Governance and executive leaders demonstrate that NOTHING is more important in the culture than patient and family centered care practiced everywhere in the hospital (individual, microsystem, organization) In words and actions leaders communicate that the patient’s safety and well being is the critical decision guiding all decision making Patients and families are treated as partners in care at every level—institution-wide to individual care PFCC is publicly verifiable, rewarded, and celebrated Sufficient staff are available with the tools and skills to deliver the care the patient needs when they need it There is relentless focus on measurement, learning, and improvement with transparent patient feedback at all levels Preliminary Data: Not for Citation

Hearts and Minds The hearts and minds of staff and providers are fully engaged Staff are recruited for values and talent, supported for success, and held accountable individually and collectively for results Compassionate communication is an essential competency Delivery of exceptional patient and family centered care is recognized, communicated, and celebrated Preliminary Data: Not for Citation

Respectful Care Partnership Every care interaction is anchored in a respectful partnership anticipating and responding to patient and family needs (physical comfort, emotional, informational, cultural, spiritual, and learning) Patients and families see themselves as part of care team and participate at the level the patient chooses Care for each patient is based on a customized interdisciplinary shared care plan with patients educated, enabled and confident to carry out their care plans Communication uses words and phrases that the patient understands Preliminary Data: Not for Citation

Reliable Care Hospital systems deliver reliable quality care 24/7 The physical environment supports care and healing Patients are able to access care and say that there were not long and unreasonable waits and delays Patients say that there were staff available to give the care I needed Preliminary Data: Not for Citation

Confidence The care team instills confidence by providing collaborative, evidenced based care Care is safe, concerns are addressed and if things go wrong, there is open communication and apology Care is coordinated, integrated, and patients don’t feel their care fell through the cracks in transitions Everyone on the patient’s care team, including the patient, has the information they need Preliminary Data: Not for Citation

Press Ganey Patient–Hospital Employee Loyalty Link Preliminary Data: Not for Citation

“Quality improvement begins with love and vision “Quality improvement begins with love and vision. Love of your patients Love of your work If you begin with technique, improvement won’t be achieved.” Penny Leaving IHI meeting SVP and one of our patients How’s is going? Care from Larry, physician team, nurses, all the clinicians, staff, across the organization EXCEPTIONAL Previously told me she knew she was in the right place when her physician team was debating and disagreeing on her care approach in front of her. Taking care of the whole patient and family and not just the disease Focus on improvement—everytime she comes there is something new Tears in eyes--gratitude for the care and the hope Saying nothing… my gratitude for being given the privilege of serving DFCI as a leader during this awesome time. A. Donabedian, M.D