Unified Communication Strategy Improves Patient Experience, Outcomes

Transcription

1 Unified Communication Strategy Improves Patient Experience, Outcomes Sue Murphy, RN BSN MS Chief Experience and Innovation Officer Sunitha K. Sastry, MPH Director, Experience Improvement and Innovation Becker s Hospital Review 7 th Annual Meeting 1

2 Susan Murphy, RN, BSN, MS Chief Experience and Innovation Officer The University of Chicago Medicine Sunitha K. Sastry, MPH Director, Experience Improvement and Innovation The University of Chicago Medicine Becker s Hospital Review 7 th Annual Meeting 2

3 Agenda for Today s Discussion Coordination and Awareness 3 Key Best Practices Patients as Partners The Human Side of Change Becker s Hospital Review 7 th Annual Meeting 3

4 The University of Chicago Medicine Center for Care and Discovery, Bernard A. Mitchell Hospital, Comer Children s Hospital and Duchossois Center for Advanced Medicine Private Not-for-Profit Academic Hospital ~75K ED Visits ~22K Admissions 385k diagnostic and outpatient treatment visits 532 Beds 9,500 Employees 900+ Physicians 1,500+ Nurses ~900 Residents/fellows Payer Mix: 20% Medicaid, 36% Medicare $1 Billion+ Revenue Becker s Hospital Review 7 th Annual Meeting 4

5 Our journey began Multiple ways to capture patient voice Lack of integration to tell the story Goal: Use patient voice to drive change Press Ganey Vocera RL Solutions Becker s Hospital Review 7 th Annual Meeting 5

6 Patient Experience and Engagement Program Chief Medical Officer Vice President Clinical Effectiveness PHASE I: Creating the Sr. Vice President Infrastructure Patient Care Services Center for Quality Chief Experience and Innovation Officer Patient Experience and Engagement (Nurse Leader) Chief Experience and Engagement Officer Patient Experience and Engagement (MD leader) Patient and Family Insights Experience Improvement and Innovation High Touch Services Quality Analytics Key Elements Experience and Engagement Strategic Planning and Implementation Technology Enablers/Interactive Patient Care Becker s Hospital Review 7 th Annual Meeting 6

7 Unified Strategy Clinical Effectiveness Patient and Family Quality Patient Safety Experience Becker s Hospital Review 7 th Annual Meeting 7

8 Aligning of Efforts Quality Safety Experience Deliver a consistent patient experience across all four UCM platforms of care Create lasting market differentiation and loyalty through innovation and consistent performance Develop a continuous improvement model that infuses the voice of patients, families, employees, and physicians Unify quality, safety, efficiency, and experience strategies to improve satisfaction and outcomes Incite change by creating and celebrating memorable moments Becker s Hospital Review 7 th Annual Meeting 8

9 Means to Operationalize Our Unified Strategy Enhanced Leader Rounding Discharge Care Calls Human-Centered Huddles Becker s Hospital Review 7 th Annual Meeting 9

10 Enhanced Leader Rounding Discharge Care Calls Human-Centered Huddles Enhanced Leader Rounding Becker s Hospital Review 7 th Annual Meeting 10

11 Leader Rounding Approach Challenges Lack of structured rounding Lack of clarity on standard practice Needed to streamline accountability Limited ability to capture patient complaints or compliments Unable to track or address trends Solutions Standardize rounding with ipad technology Create alert process for support departments Capture, act on complaints and compliments in real time Outline expectations and ensure accountability Report rounding trends Reward and recognize staff Becker s Hospital Review 7 th Annual Meeting 11

12 Leader Rounding: Approach Identified 29 Units Conducted leader education on tactics and importance of rounding Engaged frontline staff and leaders to design proper rounding process Adult Inpatient Pediatric Inpatient Adult Emergency Department Pediatric Emergency Department NICU PICU Child Life Implemented Care Rounds technology to streamline, standardize, and track real-time rounding using an ipad Took action and rewarded leadership and staff immediately for wins Becker s Hospital Review 7 th Annual Meeting 12

13 Enhanced Leader Care Rounds Becker s Hospital Review 7 th Annual Meeting 13

14 Care Rounds Voice of Users During our nurse leader care rounds using ipads, we now can capture the voice of the patient and their family along with immediately follow up on their requests. The ipad rounding automates the ability to spotlight high performing staff members, communicate quickly with other departments regarding patient feedback and helps us look for areas of opportunity to improve our patient care.. Anabel Bedoya, MSN, RN Patient Care Manager for 9W, CCD Becker s Hospital Review 7 th Annual Meeting 14

15 Meaningful Questions Evidence-based Questions Designed to Drive Outcomes Hardwire rounding process Match patient experience with known key drivers Resolve patient needs and requests immediately Identify issues before there is a need for service recovery Recognize staff in the moment Close the Loop Becker s Hospital Review 7 th Annual Meeting 15

16 Leader Rounds: Nov 2013 Feb units practicing leader rounding Total Rounds: 99,246 Leader Rounds with Positive Rating: 50,955 (78.9%) Staff Recognitions: 18,940 Follow-up Requests: 2,301 Becker s Hospital Review 7 th Annual Meeting 16

17 Rounding Effectiveness: Nurse Manager Check 12.8 mean score point difference 2015 Press Ganey Associates, Inc. Becker s Hospital Review 7 th Annual Meeting 17

18 Enhanced Leader Rounding Summary Engage and excite leadership by explaining potential for standardizing and tracking meaningful rounds Educate and involve frontline staff early in the training and development process Create a culture for cross-departmental coordination Reward and recognize employees throughout new process training Consistently track, report, act and improve Hardwire experience improvement strategies with technology Becker s Hospital Review 7 th Annual Meeting 18

19 Enhanced Leader Rounding Discharge Care Calls Human-Centered Huddles Discharge Care Call Center Becker s Hospital Review 7 th Annual Meeting 19

20 Discharge Care Call Center Approach Goals Elevate service to reduce readmission rates Extension of the service team and caring to home Coordinate feedback related to service experience Functions Call DCAM and CCD ambulatory surgery patients post discharge to home Calls places within 3 to 5 business days post discharge, unless otherwise notified Forward compliments and complaints to management and Patient & Family Insights team Practice service recovery for patients and families Confirm post op and additional follow-up appointments Connect patients with specific clinical services for follow-up Coordinate with clinical services on follow-up calls and clinical issues Support a smooth transition for patients and families Becker s Hospital Review 7 th Annual Meeting 20

21 Unique Integrated Approach We will provide an unparalleled, truly interactive patient care experience where the patient and family are active, engaged and empowered participants with the care rounds and care calls. Becker s Hospital Review 7 th Annual Meeting 21

22 Discharge Care Calls Becker s Hospital Review 7 th Annual Meeting 22

23 Discharge Care Calls Becker s Hospital Review 7 th Annual Meeting 23

24 Discharge Care Calls: March 2015 February 2016 The Discharge Care Call Center has placed 28,253 calls total The call center has connected with 83.7% (completed/attempts) of the calls placed 68.8% of those calls were completed within 3 days post discharge 30.7% were placed within the first 1 week (35% Ambulatory surgery, 14% emergency departments, 9% pediatric inpatients, 42% adult inpatients) Becker s Hospital Review 7 th Annual Meeting 24

25 Care Calls Effectiveness: Mar 2015 Feb 2016 Patients receiving a discharge call resulted in a lower incident of readmissions (11.11% those who did not receive a call the rate was15.05%) Nearly 63% of the discharge calls yielded staff recognitions 83.6% of the patients have indicated positive (Very Good) experiences Becker s Hospital Review 7 th Annual Meeting 25

26 Turning Data into a Plan Weekly Report Monthly Report Improvement Plan Senior Nursing Leadership Meeting Becker s Hospital Review 7 th Annual Meeting 26

27 Enhanced Leader Rounding Discharge Care Calls Human-Centered Huddles Human-Centered MDI Huddles Becker s Hospital Review 7 th Annual Meeting 27

28 Making a Difference Every Day Making a Difference Every Day Becker s Hospital Review 7 th Annual Meeting 28

29 Patients as Partners Becker s Hospital Review 7 th Annual Meeting 29

30 Use Patients as Improvement Partners along Journey Lean Kaizen event MADED Best Practice Forum Patient-Family Advisory Council Patient Improvement Partners Becker s Hospital Review 7 th Annual Meeting 30

31 Opportunity to Change a World Becker s Hospital Review 7 th Annual Meeting 31

32 Human Side of Change The Ability to Change a World Video Becker s Hospital Review 7 th Annual Meeting 32

33 Questions and Contact Information Sue Murphy, RN BSN MS Chief Experience and Innovation Officer The University of Chicago Medicine Sunitha K. Sastry, MPH Director, Experience Improvement and Innovation The University of Chicago Medicine Becker s Hospital Review 7 th Annual Meeting 33

34 Thank You Becker s Hospital Review 7 th Annual Meeting 34