Upload
alysha-dodge
View
217
Download
1
Tags:
Embed Size (px)
Citation preview
Copyright © 2011 Customer Focus
11
Welcome to:
Copyright © 2011 Customer Focus, Inc
Presented by
New Haven Consulting Group, Inc.
Copyright © 2011 Customer Focus
2
Today’s AgendaToday’s Agenda
Review the need for more effective communication
Present the key skill models forCollaborative Healthcare Skill ClinicsCollaborative Healthcare Skill Clinics
Take a few PollsTake a few Polls
Participate in a few activitiesParticipate in a few activities
Q & AQ & A
Copyright © 2011 Customer Focus
3
Who Are We?Who Are We?
Full service training firm Leadership HR Compliance Sales & Sales
Management Customer Service
International Facilitator Network
Distributor of Collaborative Healthcare Skill Clinics
Consultants in customer-centric behavior
Exclusively focused on service skills
Subject matter experts in healthcare communication skills
New Haven Consulting Group, Inc.
Customer Focus, Inc.
Copyright © 2011 Customer Focus
4
Today’s PresentersToday’s Presenters
Tim Shay
Healthcare Account Executive
New Haven Consulting Group, Inc.
Rick Milczanowski
Director, Client Services
New Haven Consulting Group, Inc.
Copyright © 2011 Customer Focus
5
Recent healthcare clientsRecent healthcare clients
Copyright © 2011 Customer Focus
6
Customer Focus benchmark clientsCustomer Focus benchmark clients
Copyright © 2011 Customer Focus
7
Hospital Issues Driving Skill ClinicsHospital Issues Driving Skill Clinics
1. Medicare’s HCAHPs affecting payments in 2012
2. Growth of accountable, integrated healthcare
3. Need to reduce re-admissions, errors, costs
4. Need to engage patients in their healthcare
5. Need for defensible performance management
Copyright © 2011 Customer Focus
8
QuestionQuestion
Which of the five issues is most important to you and/or your organization?
1. HCAHPs affecting payments in 20122. Growth of accountable healthcare3. Need to reduce re-admissions, errors,
costs4. Need to engage patients5. Need for defensible performance
management
Copyright © 2011 Customer Focus
9
Hospitals’ Training DilemmaHospitals’ Training Dilemma
Employees cannot easily be taken off-the-job
Learning needs vary among employee groups
Content must be evidence-based to healthcare organizations
Single event training Short-term effect
Manager-only training No standards No employee training
Copyright © 2011 Customer Focus
10
Collaborative HealthCare Skill ClinicsCollaborative HealthCare Skill Clinics
One-hour on-site spaced workshops 10 Core + 10 Elective
Proven healthcare service & collaboration skills Matched to Patient
Satisfaction Areas
Delivered by your Leaders as role-models Or by our Facilitators
Organization-wide accountable job standards Changes culture - reinforces
content & skills
For all employees & managers at all levels System-wide improvement
Builds patient-centered collaborative culture Improves Patient
Satisfaction Builds Patient loyalty &
referrals
Copyright © 2011 Customer Focus
11
Healthcare CommunicationHealthcare Communication
#1 Predictor of overall HCAHPS scores
#1 Criteria for patients choosing a provider
#1 Factor in $1 billion cost of non-compliance
#1 Reason 50% of prescriptions taken incorrectly
#1 Cause of preventable medical errors
#1 Preventer of malpractice litigation
#1 Cause of re-admissions & preventable costs
Copyright © 2011 Customer Focus
12
It’s All In The PercentagesIt’s All In The Percentages
11%
81%
6%
76%
75%
40%
10%
Patients say they reported entire agenda
HPs didn’t listen or interrupted
Patients are asked for ideas & beliefs
Patients don’t ask questions out of fear
Don’t ask views, negotiate, or check acceptance
Patients are able to make an informed choice
Staff keep quiet due to an HP’s intimidation
Copyright © 2011 Customer Focus
13
QuestionQuestion
When asked, Healthcare Professionals (HPs) said they take nine minutes to explain to patients. How much did they overestimate?
A. 2 timesB. 5 timesC. 7 timesD. 9 timesE. 12 times
Copyright © 2011 Customer Focus
14
The Basis for Skills Clinics ContentThe Basis for Skills Clinics Content
Measures of patient care and satisfaction: HCAHPS: Medicare’s 8 factors Press-Ganey survey items and Loyalty Drivers TJC’s Effective Communication: A Roadmap for
Hospitals Harvard Medical Schools 8 dimensions of care Calgary-Cambridge session guide and skills
Copyright © 2011 Customer Focus
15
Core Skill ClinicsCore Skill Clinics
1. Own The Patient’s Experience2. The 4-Ps of Respect3. Align to Build Trust & Confidence4. The KIND Greeting & Manage Expectations5. Ask & Listen to The Patient’s Voice6. Explain & Instruct for Improved Outcomes7. Empathize to Save Time & Build Loyalty8. Delight with GEMs (Go the Extra Mile)9. Resolve Complaints & the BlameFree
Apology10.Say “No” with I-Can
Copyright © 2011 Customer Focus
16
Advanced Skill ClinicsAdvanced Skill Clinics
11. Improve Ideas and Build Solutions 12. SpeakUp for Patients and Each Other 13. Improve Others’ Health Behaviors 14. Share Decisions with Patients 15. Value Diversity and Differences 16. Conclude Completely and Follow up 17. Coordinate and Work as a Team 18. Engage Patients in their EMRs 19. Connect with Phone Skills 20. Manage and Respond to E-Mails
Copyright © 2011 Customer Focus
17
Skill Clinic ActivitiesSkill Clinic Activities
Interactive, fast-paced, competitive, fun
Unique experiential self-discovery exercises
Team-building healthcare simulations
Varied skill drills and practices
In-depth discussions of local challenges
Take-away standards commitments for accountability
Copyright © 2011 Customer Focus
18
TRU NeedsTRU Needs
Copyright © 2011 Customer Focus
19
QuestionQuestion
Which action demonstrates respect for the patient?
1. Interrupting with the right answer2. Knocking on the door before you enter3. Telling the patient’s visitors to leave4. Asking if now is a good time to discuss the
patient’s history5. Telling the patient you understand they
are concerned and worried
Copyright © 2011 Customer Focus
20
Collaborative HealthCare™ ContinuumCollaborative HealthCare™ Continuum
Copyright © 2011 Customer Focus
21
Ask, listen, and respond to:Ask, listen, and respond to:
To serve, collaborative, & engageTo serve, collaborative, & engage
Copyright © 2011 Customer Focus
22
The Patient’s VoiceThe Patient’s Voice
Copyright © 2011 Customer Focus
23
The Five Master SkillsThe Five Master Skills
Copyright © 2011 Customer Focus
24
Clinic Standards Accountability ProcessClinic Standards Accountability Process
Each Clinic’s skills are converted to 6 – 12 standards based on the Clinic skills
HPs commit to standards at end of each Clinic
HPs document how met standards
Managers coach and reward use of standards
Copyright © 2011 Customer Focus
25
Skill Clinic LeadersSkill Clinic Leaders
1. If your Leaders conduct Skill Clinics: We provide Leader Certification We provide initial Leader materials
2. If we conduct Clinics: We use our facilitators to conduct
Clinics We schedule Clinic sessions to your
needs
Copyright © 2011 Customer Focus
26
Licensing for low cost, great flexibilityLicensing for low cost, great flexibility
Skill Clinics are sold as a License:
You have all the electronic file masters As low as $1 / Clinic / person / year
Full rights to reproduce and customize Use it in other internal programs & materials
Create versions for different groups
Print on-demand at cost only what you need
Copyright © 2011 Customer Focus
27
Five Advantages of Skill ClinicsFive Advantages of Skill Clinics
1. One-hour Skill Clinics fit schedules, saves costs
2. Evidence-based service and collaboration skills
3. Enterprise-wide accountable standards
4. License to customize and re-purpose materials
5. Based on the Patient’s VOICE®
Copyright © 2011 Customer Focus
28
Next StepsNext Steps
Email Research Paper
Phone Call to Discuss Hospital’s NeedsMeeting to Discuss Implementation of:
Copyright © 2011 Customer Focus
29
Contact New Haven Consulting GroupContact New Haven Consulting Group
Phone: 203 926 1526
Email: [email protected]
Web: www.nhcg.com
Copyright © 2011 Customer Focus
30
The Patient’s VOICE® ® The Patient’s VOICE® ®
The VOICE globe is a trademark of The VOICE globe is a trademark of Customer Focus, Inc. Customer Focus, Inc.
™