CARE EXPERIENCE LEADERSHIP TEAM

AN EXTRAORDINARY CARE EXPERIENCEEvery Member, Every Time

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Welcome to LAMC

“…highly satisfied employees and physicians are the key to our future.”

REGIONAL PEOPLE PULSE REPORT, 2009

HOW DO YOU WANT TO BE TREATED AS A PATIENT?

WHAT DO YOU WANT HELP WITH WHEN YOU VISIT YOUR DOCTOR?

HOW DO YOU KNOW THAT THE NURSES AND OTHER STAFF ARE CONCERNED ABOUT YOU AND CARE ABOUT YOUR HEALTH?

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“Care Experience” Defined

Jason A. Wolfe, Ph.D., Executive Director of the Beryl Institute

“…the sum of all interactions,… that influence patient

perceptions across the continuum of

care…“…critical interplay of

quality, safety and [compassionate]

service.”

THE WHOLE ENCHILADA

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What Makes For an Extraordinary Care Experience?

Helpfulness Care & Concern Communication

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Discussion

What do you consider excellent service?

What do you consider unsatisfactory service?

What can you do in your new role to promote and provide excellent service?

Did you know?

LAMC CARE EXPERIENCE PERFORMANCE

EXTRAORDINARY CARE EXPERIENCE

Every Member, Every Time

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Care Experience Measures – How Do We Know If We Are Making a Difference?

• OUTPATIENT: Ambulatory Satisfaction Questionnaire (ASQ) & MAPPS Survey Helpful/Courteous - Receptionists Did the Nurse/Assistant Show Care and Concern Other measures will be talked about in your department orientation

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• INPATIENT: Hospital Consumer Assessment of Healthcare Providers and Systems (H-CAHPS) & AVATAR SURVEY

Rate Hospital Communications with Nurses Communications with Doctors Will be talked about in your department orientation

Care Experience Measures – How Do We Know If We Are Making a Difference

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Performance Sharing Program (PSP)

• Provides a cash award (Bonus) which supplements regular pay

• Recognizes the contributions made by the programs participants when annual performance goals established are met or exceeded

What is PSP/VPP

FEBRUARYFEBRUARY

CARE EXPERIENCE TIMELINECARE EXPERIENCE TIMELINE

MARCHMARCH APRILAPRIL MAY-SEPTMAY-SEPTJANUARYJANUARY

LEADERSHIP MEETINGS

Planning

KICK-OFF EVENTS

LAMC, MOBs, MHC

TRAINING

All Physicians, Managers, & Staff

HOSPITAL/OUTPATIENT INTEGRATION

Planning

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Take the challenge!

QUOTE

“…At 23, Michael Phelps owns 16 Olympic medals, 14 of which are gold. But even though swimming (like all sports) is about counting…there is something unquantifiable here. Something bigger. Really, what Phelps has done is disrupt the idea of can’t.”

TOGETHER WE CAN DO ANYTHING!

Thank You!