2. Improving Care Through Customer Experience Interviews

3. Introductions Paula Bausman, National Account Service Manager, Providigm LLC, Denver, CO Maggie Bogdan, Assistant Administrator, Presbyterian SeniorCare, Oakmont, PA Michael Lin, Chief Scientific Officer, Providigm LLC, Denver, CO John Zaharoff, Executive Director, Presbyterian SeniorCare, Oakmont, PA

4. Objectives Hear how one provider uses customer experience software to measure satisfaction and quality of life. Identify ways that satisfaction assessments can identify barriers and facilitators to person- directed care initiatives. Learn how collaborations with technology companies can support the nursing provider’s efforts to enhance their culture change initiatives.

5. Background / Context Regulatory Change: QIS survey adopted to standardize survey process and focus on meaningful outcomes – Representative samples assessed with multiple data sources Stratified random samples and triangulation with different perspectives – QCLIs reflect both Process and Outcome measures Standardized and benchmarked – Investigative protocols to assess root cause of observed issues Systems approach to problems and solutions Professional Change – Same principles should be applied to customer experience

6. Organization Overview: Presbyterian SeniorCare Established in 1928 and serves approximately 6,500 seniors each year across a continuum of 53 communities as well as various at-home programs. Largest elder care provider in western Pennsylvania CARF-CCAC accredited as an Aging Services Network, with nursing communities all accredited as person-centered. We will have accreditation in assisted living, home and community based services, and dementia care in 2016. 8 Nursing Communities, 7 Personal Care, 3 Continuing Care Retirement Communities, and 53 Affordable Housing residences

7. Organization Overview: Presbyterian SeniorCare 8 Nursing Communities Range of 25-200 Beds Skilled and Long-Term Care Short Term Rehabilitation Program Dementia Specialty Program End-of-Life Care

8. Opportunities for Quality Improvement QIS survey readiness Low high touch approach Retrospective, not proactive Focus on clinical measures, not overall customer experience

9. Providigm – initially founded to train the state surveyors adopting QIS Evolved into technology company with a SaaS solution for both survey readiness and Quality Assurance & Performance Improvement (QAPI)

10. Stage 1 Reflects survey process for the sake of objective, standardized process and outcome measures. Real-time results and custom triggers based on comment boxes.

11. Resident Interview Report

12. Resident Interview Responses Bath Frequency

13. Stage 2 Investigative Pathways help you drill down to reveal root causes and system problems Performance Improvement Projects Document QAPI activities for interested parties

14. Stage 2 Reports

16. Customer Satisfaction and Likelihood to Recommend Risk-adjusted Hospital Readmission tracking PAC metrics Hospitals want to know

17. Resident Satisfaction Report

18. Partner Report

19. Why abaqis? Identified organizational need for a software solution Vetted vendor solutions for QI abaqis was endorsed by leadership – Began implementation June 2014

20. Benefits of Technology Easily accessible Real-time data More inclusive QA process for frontline staff

21. Barriers to Technology Staff education, unable to contact families, heavily weighted samples with cognitively impaired residents Staff experience with iPads and software solution

22. Implementation Process Staff education Structure of data collection team – Frontline staff, nurse managers, social workers, RNACs Scheduling iPad investment

24. Processing the Data Triggers for Stage 2 Investigation Investigations – Process – Methods QAPI

25. Examples of Process Improvement Projects – Readmission Reduction – Sleep and Falls Using abaqis technology through PIPs

26. Data Breakdown: Triggers

27. Data Breakdown: Readmissions

28. Data Breakdown: Customer Satisfaction

29. Providigm Examples of Variation Implementation of abaqis Train the trainer Ongoing Client Support Live online training OnDemand webinars

30. Conclusion Assessing experience through interviews with residents and family members is a foundation of quality improvement Standardized questions provide an opportunity for comparisons across residents, across nursing centers, and across time The QIS questions typically elicit qualitative comments that are a springboard for further inquiry Technological solutions may be used to enhance your understanding of systemic issues and guide you through performance improvement

31. www.SrCare.org Facebook.com/PresbyterianSeniorCare @PSrCare www.Providigm.com Facebook.com/Providigm @Providigm