1. Lessons Learned from the Frontlines 5May17
Patient Experience
Lessons Learned from the Frontlines
5May17

2. The Organization
Denver Health was established in 1860 and has been caring for the people of Denver and the Rocky Mountain Region ever since. Denver Health is a vast source of medical knowledge, technology and resources where every hour of every day our expert, caring staff delivers high-value care.

3. The Challenge
Why is patient experience important?

4. The Answers Are the patients the real customer here?
Our patients should be happy to receive care.
We already do all of this, why are wasting time and money on patient experience tactics?

5. The Real Answers: Evidence Based Practice Value Based Purchasing
The first year of CG CAHPS Data in 2013 every clinic was at <30% for Overall Rating of Provider
Employees would recommend that friends and family work here, but not receive care here.

6. What to do? Engage Leaders both formal and informal Get help
Leverage strengths and talents
Acknowledge reality
Support and coach, repeat:II
Reflect

7. Basic Tools Scripted Communication Leader Rounding on Staff
Leader Rounding on Patients
Welcome Behaviors
Visual Management

8. The Challenges Pushback on the data Not enough time
Flavor of the month interventions
Communication and support across a large and diverse division
Structure and Leadership changes

9. Case Study: Surgery Clinic
Large Surgical Specialty Service with residents.
New nurse manager
No current physician leader
Overall Rating Provider Percentile %

10. Success! Communication, Communication, Communication
Collaboration with Physician Leadership
Training, Coaching, and Validation
Engage Staff in tactics and process improvement
1st Quarter % Top Box = 58th Percentile Rank

11. Employee Engagement You can’t have one without the other
Leadership is critical to engagement
Engagement and Happiness are not the same thing
Engagement is a process not an event

12. What to do? Engage Leaders both formal and informal Get help
Leverage strengths and talents
Acknowledge reality
Support and coach, repeat:II
Reflect

13. Basic Tools Employee Engagement Survey Results
Leader Rounding on Staff
Organizational Support
Leadership Development

14. The Challenges Leadership Turnover
Organizational issues with supporting managers
Time
Flavor of the Month History
Culture of “Toughness”

15. Case Study: Orthopedic Clinic
Large Orthopedic Surgery and Trauma Clinic
Residency Program
Four nurse managers in the past 2 years
Access and wait times are biggest patient complaints
Tier 3 for Employee Engagement for the past 10 years.

16. Success!
Engage physician leadership and the clinic team in the success of the new nurse manager.
Engage physician leadership with non provider clinic staff
Leader Rounding on Staff: Follow through and problem solve identified issues
Celebrate Success
Tier 1 for employee engagement 11/2017

17. Important Facts:
Surgery Clinic also improved from Tier 2 Employee Engagement to Tier 1 in this same time period.
Ortho clinic improved Patient Experience Overall Rating of Provider from 55% to 94%

18. Key Take-aways:
Provider and team engagement is essential to success.
Change has to be continuously supported, telling does not work.
Follow through is critical to success
Success is possible and leadership makes a difference.