Patient Experience

1
Patient Experience

• A Journey to Excellence

2
Leadership Questions

• What will look different on your calendar related
  to patient experience?
• How do you connect your staff to the joy of
  service?
• What can you do to better hear the voice of the
  patient (customer) on a regular basis?
• What am I missing related to my customer?

3
Leadership Weekend

• Weekend Overview
• Sunday Work Session
• Break Time Instructions/Design Activity

4
Leadership WeekendOverview

• Connect with the Importance of Patient Experience
• Meal Time Instructions
• Need Assistance?
• Lorenzo Brown
• Marlissa Ledesma
• Cristin Repasky
• Program Orientation

5
Leadership WeekendSunday Session

• Team Photo Shoot
• 730 a.m. - 900 a.m.
• 1210 p.m. - 1220 p.m.
• Business Unit Seating
• Commitment Cards

6
LEADERSHIP WEEKEND 2008Patient Experience
Commitment
Name _____________________________________ Title
______________________________________ Years of
Service ___________________________

• My Leadership Commitments to Patient Experience
  in 2009
• ______________________________________________
• ______________________________________________
• ______________________________________________
• ______________________________________________
• Signature____________________________

7
Leadership WeekendBreak Instructions

• Take Your Belongings
• Badge Number Seating
• Table Captains
• Activity Hosts
• Jay Perez
• Marla Silliman
• Sheryl Dodds

8
Design Activity
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FH Experience Drivers

• One Continuous Experience"
• Team Based (Physicians, Employees, Leaders)
• Experience Starts with the Voice of the Patient
  
• Experience is created in Real Time
• Fundamentals First
• Highly Intentional
• Treated Like Family

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Experience Model One Continuous Experience
11
Patient Experience

• Environment
• Front Entrances
• Lobby/Waiting Rooms
• Clinical Spaces
• Sights/Sounds/Smells
• Appearance
• Interaction
• Communication (Physician/Staff/Patient)
• Caregiver Relationships
• Trust/Belonging/Hope
• Core Process
• Clinical Process
• Operational Process

12
FH Experience Model
13
FH Experience Model
VOP/VOT/Communication
Service Standards
Rewards and Recognition
Service Recovery
14
FH Experience Drivers

• One Continuous Experience
• Experience starts with the Voice of the Patient
  
• Experience is created in Real Time
• Team Based (Physicians, Employees, Leaders)

15
Team Quote

• You can design and create, and build the most
  wonderful place in the world, but it takes people
  to make the dream a reality.
• Walt Disney

16
FH Experience Drivers

• One Continuous Experience
• Experience starts with the Voice of the Patient
  
• Experience is created in Real Time
• Team Based (Physicians, Employees, Leaders)
• Fundamentals First
• Highly Intentional
• Treated Like Family

17
Activity Instructions
18
Design Activity - Goals

• Identify what matters to patients through Act
  I, II III.
• Specifically Identify the Must Haves and the
  Delighters that contribute to the Patient
  Experience.
• Learn the fundamentals of team engagement.

19
Acts I, II, III

• Definitions
• Act I Arrival Pre-Arrival, parking onsite to
  arrival at clinical area
• Act II Treatment Pre-Discharge
• Act III Discharge/Departure

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5 Step Process

• Instructions 2 Minutes
• Idea Generation 7 Minutes
• Review of Ideas 8 Minutes
• Ranking of Ideas - 2 minutes
• Action Plan 7 Minutes
• Transition

21
Patient Experience

• 2009

22
System Experience Team

• Since we met in July
• Understanding Performance Gallup to HCAHPS
• Patient Experience Drivers Model
• Deployment Model
• 2009 Goals Strategy

23
What we said in JulyNext Steps

• Formalize Learning
• Completion of Research
• Patient Experience Pilots
• Planning Process
• Development of the Methodology
• Focus Week Planning
• 2009 Roadmap
• Experience Focus for Leadership Weekend

24
Gallup Patient SatisfactionHistorical Trend

• Outpatient (Test Treatment and Surgery)
• OP overall satisfaction top box ratings have
  consistently been in the top quartile and
  frequently in the top decile over the past 5
  years.
• Emergency Department
• Overall satisfaction top box rating has ranged
  between 42 to 49 over the past 5 years.
• Ratings have steadily improved since 2006 with
  PTD scores for 2008 at the highest level ever
  achieved.
• Inpatient (Adult and Pediatric)
• Overall satisfaction top box rating has ranged
  between 54 to 57 over the past 5 years.
• Ratings have been in decline since 2005.

25
Gallup Patient SatisfactionHistorical Trend

• Outpatient (Test Treatment and Surgery)
• OP overall satisfaction top box ratings have
  consistently been in the top quartile and
  frequently in the top decile over the past 5
  years.
• Emergency Department
• Overall satisfaction top box rating has ranged
  between 42 to 50 over the past 5 years.
• Ratings have steadily improved since 2006 with
  PTD scores for 2008 at the highest level ever
  achieved.
• Inpatient (Adult and Pediatric)
• Overall satisfaction top box rating has ranged
  between 54 to 57 over the past 5 years.
• Ratings have been in decline since 2005.

26
Overall Satisfaction Emergency Department
27
Gallup Patient SatisfactionHistorical Trend

• Outpatient (Test Treatment and Surgery)
• OP overall satisfaction top box ratings have
  consistently been in the top quartile and
  frequently in the top decile over the past 5
  years.
• Emergency Department
• Overall satisfaction top box rating has ranged
  between 42 to 49 over the past 5 years.
• Ratings have steadily improved since 2006 with
  PTD scores for 2008 at the highest level ever
  achieved.
• Inpatient (Adult and Pediatric)
• Overall satisfaction top box rating has ranged
  between 54 to 57 over the past 5 years.
• Ratings have been in decline since 2005.

28
Overall Satisfaction Inpatient
29
Patient Experience Goals2009 - HCAHPS
Pacesetter Performance (90th Percentile)
2011 and beyond
Good Performance (75th Percentile)
2010
Basic Performance (50th National Ave.)
2009
30
Tri-County HCAHPS Results
31
Tri-County HCAHPS Results
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Projected Inpatient HCAHPS Targets
HCAHPS Willingness to Recommend 30th 50th 80th - PPM Goal
GOALS 61 67 75
Orlando (41) 0 -6 -14
Altamonte (16 ) -8 -14 22
Winter Park (14 ) 0 -6 -14
East Orlando (14 ) -17 -23 -31
Celebration (9) 6 0 -8
Kissimmee (4)
Apopka (3)
FH System -3 -9 -17
33
FH Experience Drivers

• Drivers to Action

34
FH Experience Drivers

• One Continuous Experience
• Experience starts with the Voice of the Patient
  
• Team Based (Physicians, Employees, Leaders)
• Fundamentals First
• Highly Intentional
• Treated Like Family

35
FH Experience DriversOne Continuous Experience

• What is your contribution to the Patient
  Experience?
• Do you understand what is required from your team?

36
FH Experience DriversVoice of the Patient

• How do you hear the voice of the patient?

37
FH Experience DriversTeam Based

• Is your team engaged?
• Do they have a passion to serve?

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FH Experience DriversFundamentals First

• Safety
• Clinical Performance
• Communication
• Responsiveness
• Execution of Core Process

39
FH Experience DriversHighly Intentional

• Did you intend to produce your current level of
  performance?
• Do you study what actually occurs in your service
  delivery?

40
FH Experience DriversTreated Like Family

• Have those you have served been treated like
  family?

41
Patient Experience Model
42
Deployment
Business Unit Execution
43
Disney Childrens Hospital
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45
2009 Road Map
2008
2009
46
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2009 Road Map
2008
2009
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49
END
50
Overall Satisfaction Top Box and Percentile
TrendOP Test Treatment
51
Overall Satisfaction Top Box and Percentile
TrendOutpatient Surgery
52
System Experience Team

• Des Cummings - Executive Sponsor
• Andy Crowder
• Connie Hamilton
• David Banks
• Eileen Hodgson
• Gar Williams
• Lorenzo Brown
• Jason Wells
• Jay Perez
• Marla Silliman
• Michelle Skubick
• Sheryl Dodds
• Sy Saliba

53
What we said in July

• Starts with Mission
• Bring Purpose and Function together
• Individual Encounters
• Precise Service Standards
• An Integrated Approach
• Safety/Quality
• Team Engagement
• Service
• Performance Improvement

54
Patient Experience Goals
Pacesetter Performance (90th Percentile)
Good Performance (75th Percentile)
Basic Performance (50th National Ave.)