Creating The Perfect Surgical Patient/Family Experience

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1 Creating The Perfect Surgical Patient/Family Experience Wednesday, November 20, 11:00 12:00 p.m. Krista Christensen Administrative Director, Surgical Clinics Virginia Mason Medical Center Julianne Garr, RN, BSN Manager Virginia Mason Medical Center Learning Objectives At the conclusion of this program, participants will be able to Communicate the problem as defined by our customers and describe the foundation for change. Tell the story of how the Virginia Mason Surgical Services team made improvements in communicating with our families. Provide key takeaways to audience participants that can be applied at their own organization. Criteria for Successful Completion To receive continuing nursing education contact hours, you need to attend the entire presentation, and complete and submit an evaluation at its conclusion. Disclosures All nurse planners, content specialists, and faculty of the 2013 Press Ganey National Client Conference have agreed to present information fairly and without bias, based on generally accepted scientific principles and methods, and to not promote the commercial interests of Press Ganey during their presentations. Press Ganey is the sole provider and sponsor of this event. Accreditation Statement This continuing nursing education activity was approved by the American Association of Neuroscience Nurses, an accredited approver by the American Nurses Credentialing Center s Commission on Accreditation 2013 Press Ganey Associates, Inc.

2 Creating the Perfect Surgical Patient Family Experience Virginia Mason Medical Center Julianne Garr, RN, BSN Manager, Pre-anesthesia, Surgery Check-In and Pain Clinic Krista Christensen, MBA Administrative Director, Ambulatory Surgical Services Our Strategic Plan 2010 Virginia Mason Medical Center 1

3 The Problem From Our Patients Perspective 2010 all-time low score for Information provided to family/visitors on day of surgery Ranked in 46 th percentile of the Press Ganey database The lowest of all Surgical Experience survey questions What Our Patients and Families Where Feeling Vulnerable Worried and anxious Lack of information Impersonal and confused Felt like a number 2

4 The Foundation for Change What is the Virginia Mason Production System? Virginia Mason Management Method Applying Lean principles to healthcare (Toyota Production System) Focus on the customer - our patients Removing waste from our processes to improve patient safety and quality of care. Engage the team to innovate and design new processes 3P Workshop 3P Stands for Production Preparation Process Think without Limits to design the perfect patient experience The result is our patient Charlie true north for all improvement work ahead 3

5 It All Started with a Vision! Charlie the Extraordinary Patient Experience Develop a Deeper Understanding 4

6 Our Improvement Plan Grand Opening of New Surgical Prep and Family Waiting Area! Bringing Charlie s Story To Life Private, patient focused-care with family involvement Engage the team in change Multiple improvement events tied to our vision Looked upstream to improve information prior to surgery Patient feels safe, trust and compassion from the care team. 5

7 Redesigning the Space New Surgical Prep and Family Waiting Area being planned Experienced Based Design surveys with patients and families to hear what they want Engage the team in integrated design Key Attributes to Develop Design Preserve privacy Improve communication Supportive space for family Maximum flexibility Shortest travel distance Separate flows 6

8 Surgery Preparation BEFORE Surgery Preparation AFTER 7

9 Surgery Waiting Room BEFORE Surgery Waiting Room AFTER 8

10 Grand Opening OR and Family Waiting Room - Collaborating Surgery Center Manage family expectations upstream Hourly sweep in waiting rooms In person delivery of intraoperative updates Decrease of unnecessary phone calls from OR to desk in waiting room Communication OR Family Communication plan during Time Out Update every 2 hrs for long cases (>2hr) We are still working Reduction in redundant phone calls 9

11 Partnering with the Operating Room and Surgeons Identified opportunity to standardize communication with OR Proactive rounding in the Family Waiting Room is there anything you need? Update to the family from the recovery room nurse Prior to a planned surgery, all patients receive a touch either scheduled for phone or in the clinic. Arriving on the day of surgery, patients and families are welcomed to the new Hospital Surgery Center designed for improved communication and receive tools to increase communication 10

12 New Space Arriving on the day of surgery, patients and families are welcomed to the new Hospital Surgery Center designed for improved communication Timely updates Staff round with the families hourly Patient tracking system is visible to family Regular updates from the operation room 11

13 Patient Satisfaction Survey Results Following Grand Opening WOW! Our Metrics Dramatic improvement! 12

14 After Video (or maybe this is played before the Results summary above ) Key Takeaways Learn Today, Improve Tomorrow Walk in your customer s shoes Create a shared vision Engage the team in improving the process Set targets Create an environment for innovation Tell the story with data Improvement is continuous our quest for the perfect surgical family experience goes on 13

15 Looking ahead Challenge with changing market of healthcare (which we all face) New technology and how to adapt New building with 10 new ORs incorporating model of what has been built in our Hospital Center Questions? Discussion 14

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