Why Service Matters Susan Osborne RN, MSN, MBA Vice President Service Excellence
Objectives The Piedmont Journey Current Service Results Importance of personal connection Financial impact for service with Value Based Purchasing
Executive Team Support
Coaching Team Tina Bendock Susan Osborne Colleen Thornburg
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.
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
Piedmont Promise Keeping the patient first Focusing on patient centered care Consistency in Standards of Behaviors
Our Patient s say Don t hurt me Don t make me wait Heal me Be nice to me
Consistency
Badge Card
Use of white boards improves communication with your patients, family and staff.
Results
Piedmont Healthcare All Hospitals - Overall Rating FY11 Goal: 83 rd %ile Ambulatory Surgery Source: Press Ganey and Associates, Inc., by Received Date
Piedmont Healthcare All Hospitals - Overall Rating 100 90 80 70 60 55 55 58 57 50 40 30 20 45 46 43 33 34 36 34 31 28 16 17 19 21 10 0 34 44 28 31 39 46 53 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
Piedmont Healthcare All Hospitals - Overall Rating 100 90 80 70 60 50 73 75 77 80 76 71 67 64 63 58 59 54 46 40 37 30 20 10 0 67 66 70 77 74 59 65 72 66 59 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
Piedmont Healthcare All Hospitals - Overall Rating 100 90 80 70 60 50 75 70 67 63 59 60 53 54 50 46 45 40 30 35 30 25 20 10 0 60 79 81 73 54 75 67 74 78 74 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
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
Why does Service matter? Transparency via public reporting Patient Experience as a quality measure Financial Incentives
Piedmont Healthcare All Hospitals - Overall Rating 9 s and 10 s FY11 Goal: 74% Top Box HCAHPS (% Top Box) 100 90 80 70 76 77 78 75 75 77 71 71 72 74 73 73 74 76 76 75 70 71 72 74 66 66 67 64 60 50 40 30 20 10 0 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
Piedmont Newnan Hospital Overall Rating HCAHPS 100 90 FY11 Goal: 60% Top Box 80 74 70 60 50 42 43 53 49 49 59 59 60 59 52 63 40 30 20 10 0 Q1CY08 Q2CY08 Q3CY08 Q4CY08 Q1CY09 Q2CY09 Q3CY09 Q4CY09 Q1CY10 Q2CY10 Q3CY10 Q4CY10 Source: Press Ganey and Associates, Inc., by Received Date
Reimbursement at Stake Incentive pool to be phased-in 1.0% in FY2013 1.25% in FY2014 1.5% in FY2015 1.75% in FY2016 2.0% in FY2017 Hospitals earn back part of the withheld payments based on performance 23
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 $277,476 2010 MHA QI Project
Piedmont Healthcare All Hospitals Inpatient Nurse Leader Rounding Did a Nurse Leader visit you at bedside? YES NO Vendor: Press Ganey and Associates, Inc.
Who Provides Great Service?
Sadie and Kiki
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
Key Words Chick Fil- A Picture My Pleasure!
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
Beverly
Shontal and Patricio
What Made the Disney Trip Magical? Consistency Consistency Consistency The Disney crew include you in the moment and exceed your expectations!
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.
Think outside the box on how you can provide an exceptional experience for your patients! Thank you! Susan Osborne, RN, MSN,MBA Susan.osborne@piedmont.org