1. While you’re waiting… join our survey
While you’re waiting… join our survey! (we’ll be doing some live polling today)
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2. Patient Experience – A Deeper Dive

3. WHY is Patient Experience Important?
Evidence suggests there is a strong connection between patient experience and improved outcomes. Patients who are well informed about their healthcare are less prone to complications and are less likely to be readmitted. HCAHPS scores are tied to reimbursement.

4. WHY of the Living Our Mission Journey
It’s to assure we uphold our PROMISE, our COMMITMENT to our coworkers, providers, patients, and community. It is WHO we are! It is LIVING our Promise and Commitment, every day, every moment, ALWAYS to assure CHI St. Vincent is: A great place to work, practice medicine, and deliver excellent and compassionate care

5. Patient Perspective of Clinical Quality
Communication with doctors (3) Communication with nurses (3) Responsiveness of hospital staff (2) Pain management (2) Communication about medicines (2) Discharge information (2) Cleanliness of hospital environment (1) Quietness of hospital environment (1) Transitions of care (3) Overall rating of hospital Willingness to recommend the hospital
These are a tangible reflection of your reputation as a quality organization
This slide lists the composites that are measured by the HCAHPS survey. A great deal of research went into the survey and these are the final questions. No, it does not measure other things that we know are important to patients but it does measure what the research said was the most important and our performance is a reportable and tangible reflection of your reputation in the community and with public reporting, nationally.
Research also show us that Communication with Nurses and Responsiveness of Staff are most highly correlated with Overall Satisfaction which is why most of our strategies today deal with impacting those composites.

6. Patients who reported that their nurses “Always” communicated well
Which hospital is
SVHS and SVI?
% Always D E F
Hospital Compare data is from Oct Sept. 2016

7. Patients who reported that their nurses “Always” communicated well
75th % rank
% Always
SVHS April-June 2017
SVI April-June 2017
Baptist
UAMS
SVI
Hospital Compare data is from Oct Sept. 2016

8. Patients who reported that their doctors “Always” communicated well
Which hospital is
SVHS and SVI?
% Always
Hospital Compare data is from Oct Sept. 2016

9. Patients who reported that their doctors “Always” communicated well
75th % rank
% Always
SVI April-June 2017
Hospital Compare data is from Oct Sept. 2016

10. Patients who reported that they “Always” received help as soon at they wanted
Which hospital is
SVHS and SVI?
% Always F
Hospital Compare data is from Oct Sept. 2016

11. Patients who reported that they “Always” received help as soon at they wanted
75th % rank
% Always
SVI April-June 2017
SVI
UAMS
Baptist
Hospital Compare data is from Oct Sept. 2016

12. Patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest)
Which hospital is
SVHS and SVI?
% 9’s & 10’s F
Hospital Compare data is from Oct Sept. 2016

13. Patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest)
% 9’s & 10’s
SVI April-June 2017
UAMS
Baptist
SVI
Hospital Compare data is from Oct Sept. 2016

14. Nine Factors of Engagement
1. Active listening 2. Non-multitasking 3. Eye contact 4. Tone of voice 5. Appropriate speed of speech

15. Nine Factors of Engagement
6. Appropriate use of touch 7. Appropriate use of humor/emotion 8. Physical positioning- sitting, kneeling, etc. 9. Energy mirrors the needs of the patient

16. FIRST IMPRESSIONS= PERCEPTION
Within the first few moments of meeting you, people will form an opinion of you. Right or wrong, that opinion may greatly influence your ability to do your job….with patients and with each other. AIDET Plus the Promise℠ and Key Words at Key Times can help you alleviate anxiety and in the process demonstrate courtesy and respect.
Patients often don't think a lot about the quality of medical care they receive since they expect it to be high. They do, however, spend a lot of time evaluating their first impressions of the cleanliness of their room, the quality of the food, and the people providing care and services for them.
A positive first impression has multiple benefits.
Patients and/or colleagues will begin to trust you
Patients and/or colleagues will want to work with you (compliance or greater teamwork), so your work becomes easier.
A negative first impression has multiple consequences.
Patients and/or colleagues will not trust you and may become defensive, suspicious of your requests
Patients and/or colleagues will not want to help you help them (non-compliance or lack of teamwork), and your work becomes more difficult.

17. 10/5 RULE One of the best forms of acknowledgement is the 10/5 Rule.
It is a visual manifestation of the organization’s commitment to excellent communication by everyone.
Applying this rule requires adoption of the standard that at 10 feet we make eye contact with those we encounter and at 5 feet we speak or greet.
Example of the 10/5 Rule….”What Right Looks Like”.
When greeting someone, you can say:
Good (Morning ). How may I help you?”
A visible name badge at shoulder level can play an active part of introduction
Listen to need. Provide assistance.
After a more prolonged interaction, ask the customer the following:
“Is there anything else I can do for you today? Okay, my name is Sarah. If you have more questions, just ask for me, but any of our employees will be happy to help you!”

18. AIDET Plus the Promise℠…..
AIDET® Plus the Promise is an acronym that stands for Acknowledge, Introduce, Duration, Explanation, and Thank You. The Promise of AIDET® can be incorporated at any juncture in the framework and offers the patient/customer a commitment to excellent care or an exemplary experience.
AIDET® Plus the Promise is a communication framework that:
Improves patient and customer perception of their care or the service they receive
Helps reduce their anxiety (thus improving outcomes)
Builds customer loyalty
Ensures that all service providers are delivering consistent measures of empathy, concern, and appreciation

19. AIDET® Role Play….
Have room count off and break into small groups. Each group should have a facilitator to provide feedback to the team.

20. NURSE LEADER ROUNDING
Nurse leader rounding is an important strategy for two reasons: 1) It allows the Nurse Leader to validate that the staff have interacted with the patient and their family with courtesy and respect. 2) Additionally, the act of rounding creates positive perceptions for the patient and their family. Simply coming to the patient and showing him/her that we are invested in getting their feedback and input demonstrates your respect for their concerns.

21. Nurse Leader Rounding Improves Patients’ Perception of Nursing Quality
Source: The graph above shows a comparison of average percentile rank improvement using the Studer Group partner database compared to CMS data based on 3Q09-2Q10.
© 2011 Studer Group

22. Bedside Shift Report℠
A powerful opportunity for careful listening, explanation, and focused assessment to establish baseline. At shift change, two nurses provide undivided attention to a single patient (and possibly family). The sole purpose of this exchange is to ensure that we have met the patient’s clinical quality and safety needs.
Key word here is FOCUSED assessment. If patient in for post op procedure, visual dressing, any other key assessment components related to surgery (ie: BS, etc), assess IVs, IV sites, etc.

23. RESPONSIVENESS OF STAFF
Primary reasons for patient call lights are:
Pain medication and management
Bathroom assistance
IV problems or pump alarm
Personal assistance
Accidental pressing of call light
Repositioning or transfer

24. No Pass Zone YOUR CALL LIGHT IS IMPORTANT!!
I am recognized for keeping my patients safe by answering call lights quickly and efficiently

25. Conduct Unit Coordinator Introduction Rounds
Simple strategy that improves patient perception regarding call light response and courtesy and respect. Insert patient comments regarding this Insert What Right Looks Like..

26. What if…..