An Unbeatable Story of Patient Experience and Quality

1
An Unbeatable Story of Patient Experience and
Quality

• Stephen Beeson, M.D
• Family Physician and Physician Champion for
  Service Excellence
• Jerry Penso, M.D., M.B.A.
• Associate Medical Director, Quality Programs
• Sharp Rees-Stealy Medical Group

2

• Best place to practice medicine
• Best place to receive care
• Best place to work

3
Patient SatisfactionFrom 7th to 89th Percentile
4
Quality 1 in Californias P4P Program
5
Change
6
Making the Case

• Why now?
• Why is this necessary?
• Whats in it for me?

7
Why Now?

• The Medical Group was below the 10th percentile
  for patient satisfaction
• Urgent Care was below the 10th percentile for
  patient satisfaction
• Physician satisfaction was low
• Employee satisfaction was low

8
People place more importance on doctors
interpersonal skills than their medical judgment
or experience, and doctors failings in these
areas are the overwhelming factor that drives
patients to switch doctors.
-- The Wall Street Journal
2004
9
What Patients Want

• Treat me with dignity and respect
• Listen carefully to my health concerns
• Be easy to talk to
• Take my concerns seriously
• Be willing to spend enough time with me
• Truly care about me and my health
• 
  Harris Poll 2004

10
Patients Global Ratings of Their Health Care are
not Associated with the Technical Quality of
Their CareMay 2006, Volume 144 Issue 9, pp.
665-672
11
Crossing the Chasm

• Poor physician communication when prescribing
  medications
• 26 failed to mention the name of a new
  medication
• 13 failed to mention the purpose of the
  medication
• 65 failed to review adverse effects
• 66 failed to tell the patient duration of
  treatment
• -- Annals of Internal Medicine, 2006

12
(No Transcript)
13
Urgent Care Patient Satisfaction
92
42
14
Year 1
Year 2
Year 3
14
Urgent Care Patient Satisfaction
92

• Decrease registration time
• Reduce Door-to-Doc time
• Assess and control pain

42
14
Year 3
15
Diabetes Percent in Poor Control
12
Year 1
9
Year 2
6.5
Year 3
16
Diabetes Percent in Poor Control

• Schedule monthly visits
• Do A1c before visit
• Manage medications

9
6.5
Year 3
17

• Providing physicians training in behaviors
  consistent with our organizational mission was
  key to our success

18
The Five Fundamentals of Service
19
(No Transcript)
20
The Physician Code
21
Thank You
22

• Ignite the
• Team

23
Incentives
Awards
24
Where to Start
25

• Gain consensus of top leadership
• Communicate a bold and clear vision
• Make the case for change
• Engage the physicians
• Coach and train with purpose
• Recognize early wins
• Tell stories

26
Use the Stages

• Make the case for change
• Provide transparent performance feedback
• Coach and train with purpose
• Use incentives and recognition

27

• Best place to practice medicine
• Best place to receive care
• Best place to work