INSIGHTS INTO EMPATHY THROUGH LIVE EMOTION GATHERING
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1 INSIGHTS INTO EMPATHY THROUGH LIVE EMOTION GATHERING Michael Bennick, MD, MA, AGAF, FACP Medical Director of the Patient Experience and Associate Chief of Medicine, Yale-New Haven Hospital Bernard Briggs, CEO Founder, Humm Vincent Salvo Chief Growth Officer, Humm
2 Insights Into Empathy Through Live Emotion Gathering Michael Bennick MD Yale New Haven Hospital: Associate Chief of Medicine; Medical Director,Patient Experience; Yale New Haven Health: Chairman, Patient Experience Council Vincent Salvo Humm: Chief Growth Officer Bernard Briggs Humm: CEO & Founder Confidential: Contains Proprietary Company Information Subject to Nondisclosure Agreement. Not for Distribution.
3 Humm s Story + Our Mission Help every service-based business in the world reach their full potential through innovative feedback technologies. 3
4 Humm s Story + We Got Our Start Over Some Hushpuppies... 4
5 Humm s Story + Our Introduction to Healthcare 5
6 Humm s Story + Why Healthcare Needs Realtime Feedback 6
7 Insights Into Empathy + Everyone loves to share opinions... 7
8 Insights Into Empathy + And everyone gets a little emotional... Happy Sad Surprised Angry Afraid Disgusted 8
9 Insights Into Empathy + Current Feedback Reality Great Intent. Poor Execution. 9
10 Insights Into Empathy + 5 Star Systems Emotional ROI Gap 10
11 CUMULATIVE TOTAL RETURN Insights Into Empathy + It s All About The Customer Experience... 8-year stock performance 108% 72% 28% Experience Leaders S&P 500 Index Experience Laggards 11
12 Insights Into Empathy + The Survey Industry is an Epic Fail 2% Capture Rates $2.5 B 75% Responses Don t Reach Executives 95% Dissatisfied Guests Remain Silent 86% Of Customers Switch There s no appropriate way for guests to voice themselves. So they don t. They switch. 12
13 Insights Into Empathy + Zero to Hero Phases of The Customer Experience Journey Exploring > Retrospective > Committed > Realtime > Culturally Embedded > Branded WHAT HOW WHY 13
14 Insights Into Empathy + Practicing Empathy VS 14
15 Insights Into Empathy + 80/20 15
16 Insights Into Empathy + Must Enable & Amplify Speed Ease Insight Culture Action 16
17 The YNHH Story The Halo Effect of Speed, Ease, Insight, Culture and Action Improving the Patient Experience With Realtime Feedback Confidential: Contains Proprietary Company Information Subject to Nondisclosure Agreement. Not for Distribution.
18 The YNHH Story + 18
19 The Annals of Internal Medicine - Feb 9th, Speak Up! Addressing the Paradox Plaguing Patient-Centered Care Mazor, Kathleen M.; Smith, Kelly M. Current approaches place the burden on patients to voice their concerns. However, patients tend not to speak up, even when they believe that something has gone seriously wrong. Most healthcare institutions cannot respond in real time if patients do express a concern, reinforcing their belief that speaking up in not worth the effort and risk. Systems must be established that enable health care institutions and providers to address patients concerns in real time and to learn how to prevent recurrences." 19
20 The YNHH Story + Goal: Leverage Humm s platform to elevate our patient experience. Pilot: Six months across seven targeted floors. 20
21 Boosting Morale: Raising Awareness in Realtime + Communication Full Transparency of Data Realtime Alerts & Recovery Positive Comments Trendlines Changed to Comments Clear Boost to Morale 21
22 EVS & Nursing: Bringing Departments Together + Patient Quote Floor was not clean. Did not see anyone come and clean the room or bathroom Nurse Quote Prior to Humm, the communication between EVS and Nursing regarding patient complaints was challenging. The realtime alerts have allowed us to collaborate as a team to improve the patient experience. 22
23 The Halo Effect Over 7 Pilot Locations + PAIN MGMT RESPONSIVENESS RECOMMEND NURSE COMM DOCTOR COMM DISCHARGE ENVIRONMENT 6 of 7 AVG: Up 09 Points 5 of 7 AVG: Up 13 Points 5 of 7 5 of 7 AVG: Up 05 Points AVG: Up 05 Points 4 of 7 AVG: Up 05 Points 4 of 7 AVG: Up 04 Points 4 of 7 AVG: Up 07 Points 858 Humm Sessions / 106 HCAHPS Collected (Location 6-month Average) Consecutive Quarterly Improvement Improvement In At Least 1 Quarter 23
24 Achieving Operational Excellence + Ultimately, Realtime Feedback Has Made Us Better At: Listening Reacting Rewarding 24
25 + Thank You! Dr. Michael Bennick Bernard Briggs Vincent Salvo Confidential: Contains Proprietary Company Information Subject to Nondisclosure Agreement. Not for Distribution. 25
26 Thank You + Q&A 26
27 EVALUATE THIS SESSION PRESS THE SURVEY BUTTON ON YOUR MOBILE APP HOME PAGE Visit: OR SCAN THE QR CODE PROVIDED Your feedback is appreciated!
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