Why Service Matters Susan Osborne RN, MSN, MBA Vice President Service Excellence

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1 Why Service Matters Susan Osborne RN, MSN, MBA Vice President Service Excellence

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3 Objectives The Piedmont Journey Current Service Results Importance of personal connection Financial impact for service with Value Based Purchasing

4 Executive Team Support

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6 Coaching Team Tina Bendock Susan Osborne Colleen Thornburg

7 Coaches What do they do? They teach, mentor, shadow staff, physicians and leaders on service behaviors and communication. They provide feedback, both positive and opportunities. They help to drive accountability in the organization. They keep the executive team focused on results. They trust and verify rounding with staff and patients is occurring. They harvest wins and help the leadership team recognize outstanding performance.

8 Road Map Tactics Rounding with direct reports Rounding with patients Internal customer rounding Senior Leader rounding Thank you notes AIDET and Keywords Discharge phone calls Hourly rounding Values / Standards of behaviors Town Hall Meetings every 90 days Reward and Recognition

9 Piedmont Promise Keeping the patient first Focusing on patient centered care Consistency in Standards of Behaviors

10 Our Patient s say Don t hurt me Don t make me wait Heal me Be nice to me

11 Consistency

12 Badge Card

13 Use of white boards improves communication with your patients, family and staff.

14 Results

15 Piedmont Healthcare All Hospitals - Overall Rating FY11 Goal: 83 rd %ile Ambulatory Surgery Source: Press Ganey and Associates, Inc., by Received Date

16 Piedmont Healthcare All Hospitals - Overall Rating Aug10 Sep10 Oct10 Nov10 Dec10 Jul10 FY11 Goal: 59 th %ile Emergency Department Jan09 Feb09 Mar09 Apr09 May09 Jun09 Jul09 Aug09 Sep09 Oct09 Nov09 Dec09 Jan10 Feb10 Mar10 Apr10 May10 Jun10 Source: Press Ganey and Associates, Inc., by Received Date

17 Piedmont Healthcare All Hospitals - Overall Rating Sep10 Oct10 Nov10 Dec10 Jul10 Aug10 Apr10 May10 Jun10 FY11 Goal: 74 th %ile Inpatient Jan09 Feb09 Mar09 Apr09 May09 Jun09 Jul09 Aug09 Sep09 Oct09 Nov09 Dec09 Jan10 Feb10 Mar10 Source: Press Ganey and Associates, Inc., by Received Date

18 Piedmont Healthcare All Hospitals - Overall Rating Aug10 Sep10 Oct10 Nov10 Dec10 May10 Jun10 Jul10 Apr10 FY11 Goal: 72 nd %ile Outpatient Jan09 Feb09 Mar09 Apr09 May09 Jun09 Jul09 Aug09 Sep09 Oct09 Nov09 Dec09 Jan10 Feb10 Mar10 Source: Press Ganey and Associates, Inc., by Received Date

19 HCAHPS What is this? Hospital Consumer Assessment of Healthcare Providers and Systems Standardized Patient perception of care tool that is being used across the country to compare the patient s experience in a hospital. HCAHPS measures the patient s perception of consistency in clinical care and in the environment 4 Point scale Always, Usually, Sometimes or Never Rate the Hospital 9 s and 10 s

20 Why does Service matter? Transparency via public reporting Patient Experience as a quality measure Financial Incentives

21 Piedmont Healthcare All Hospitals - Overall Rating 9 s and 10 s FY11 Goal: 74% Top Box HCAHPS (% Top Box) Jan09 Feb09 Mar09 Apr09 May09 Jun09 Jul09 Aug09 Sep09 Oct09 Nov09 Dec09 Jan10 Feb10 Mar10 Apr10 May10 Jun10 Jul10 Aug10 Sep10 Oct10 Nov10 Dec10 Source: Press Ganey and Associates, Inc., by Received Date

22 Piedmont Newnan Hospital Overall Rating HCAHPS FY11 Goal: 60% Top Box Q1CY08 Q2CY08 Q3CY08 Q4CY08 Q1CY09 Q2CY09 Q3CY09 Q4CY09 Q1CY10 Q2CY10 Q3CY10 Q4CY10 Source: Press Ganey and Associates, Inc., by Received Date

23 Reimbursement at Stake Incentive pool to be phased-in 1.0% in FY % in FY % in FY % in FY % in FY2017 Hospitals earn back part of the withheld payments based on performance 23

24 What s at Stake for Piedmont Healthcare? Based on the most recent information/intelligence from CMS, Press Ganey has developed a Dynamic Value Based Purchasing Calculator to help executives make informed improvement and strategies. The numbers below are based on 2009 HCAHPS performance for Piedmont Healthcare: HCAHPS Dollars 1% Hold back for Piedmont Healthcare: At Risk $791,352 Will earn Back $513,876 Lost Revenue $277, MHA QI Project

25 Piedmont Healthcare All Hospitals Inpatient Nurse Leader Rounding Did a Nurse Leader visit you at bedside? YES NO Vendor: Press Ganey and Associates, Inc.

26 Who Provides Great Service?

27 Sadie and Kiki

28 Flemings Prime Steakhouse Erick Tousek - Manager Kenneth Bills - Chef Exceeded Expectations Reservations in CA & $50.00 off of our bill. Philanthropic support for the community. Excellent Service Thank you notes

29 Key Words Chick Fil- A Picture My Pleasure!

30 You can dream, create, design, and build the most wonderful idea in the world, but it requires people to make the dream a reality. Walt Disney

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33 Beverly

34 Shontal and Patricio

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37 What Made the Disney Trip Magical? Consistency Consistency Consistency The Disney crew include you in the moment and exceed your expectations!

38 Key Take A Ways You can do this! The Executive Team is key for success. Set realistic goals and communicate your vision. Execute and Drive accountability! Measure often provide transparency. Understand culture change takes time.

39 Think outside the box on how you can provide an exceptional experience for your patients! Thank you! Susan Osborne, RN, MSN,MBA