Patient Experience

Design Day Findings

Design Activity - Goals

• Identify what matters to patients – through Acts I, II & III

• Specifically Identify the “Must Haves” and the “Delighters” that contribute to the Patient Experience

• Learn the fundamentals of team engagement

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

Environment Interaction

CoreProcesses

Activity FindingsActivity Findings

In 60 minutes…

• Over 5,000 ideas/opportunities identified

• Averaging 175 per tableor

• Approximately 20 per person

FH Experience Model

Act I: Arrival Act II: TreatmentAct III: Departure

Environment Interaction

CoreProcesses

Environment Interaction

CoreProcesses

Environment Interaction

CoreProcesses

• Process - Registration

• Environment - Signage

• Interaction - Greeting

• Process - Timeliness

• Environment - Cleanliness

• Interaction - Empathy

• Process - Discharge

• Interaction – Clear Communication; Physician Communication

Act II Act II Basic Needs/Must HavesBasic Needs/Must Haves

SummarySummary

Act II - ProcessBasic Needs / Features

Experience Grouping Rank Sub item / Issue

Process Communication 1 •Expectations set•Delays communicated•Introduction of caregiver•Handoff communication

Clinical 2 •Pain management•Assist in bathroom•Medication 5 Rights•Medication safety•Patient participation•Timeliness in treatment

Care Coordination 3 •Daily schedule – tests, doctor rounding•Timely bed availability•Involve family and patient•Correct place on time•Timely nutrition

Patient Education 4 •Discuss at patient level•Include and involve family & patient•Discuss care plan & changes•Medication education

Act II - EnvironmentBasic Needs / Features

Experience Grouping Rank Sub item / Issue

Environment Privacy 1 •Controlled environment w/ patients & family •Establish patient engagement preferences•Discretion and dignity

Personalized (Feels like home)

2 •Control over immediate environment (temp, food, lighting, etc.)•Accommodate family•Entertainment options

Clean 3 •Housekeeping interaction•Smell•Laundry

Soothing 4 •Peaceful•Temperature•Comfortable bed /linens/ pillows

Functioning 5 •Elevators•Equipment

Act II - InteractionBasic Needs / Features

Experience Grouping Rank Sub item / Issue

Interaction Introductions 1 •Greet by name•Use patient name •Introduce self, what I am doing, why I am here

Demeanor 2 •Eye contact •Body language•Professional behavior•Be calm / helpful patient family•Manage expectations•Friendly, use name, interests

Empathy 3 •Delivering bad news•Establish compassion•Emotional responsiveness/ hopes, fears

Communication 4 •Answer questions/assure understanding•Instructions – clear, timely•Choices•Family interaction, establish need of engagement•Prayer •Set expectations/what to expect•Tone

Act II - Introduction & Communication

• Ask what’s important to me• Explain the care plan (details, clear, distinct)• Include my family• Tell me what’s next• Be on time (“prompt for my care”)• Coordinate care with other departments• Manage my expectations• Ask me how I want to be addressed• Respect my privacy and dignity at all times• Be in the moment with me• “Listen to me, Hear me”

FH Experience DriversActivity Summary

• The “little” things make a BIG difference

• Ideas were mostly “basic” or “fundamental”

FH Experience DriversFundamentals First

• Safety

• Clinical Performance

• Communication

• Responsiveness

• Execution of Core Process

FH Experience Drivers

“It’s not magical, it’s methodical.”

FH Experience Drivers

Drivers to Action

FH Experience DriversThe Baldrige Framework

FH Experience DriversOne more way…

Employee Engagement & Development

Employee Engagement & Development

Mission“To Extend the Health Ministry of

Christ”

Mission“To Extend the Health Ministry of

Christ”

Quality & SafetyQuality

& SafetyThe

Patient Experien

ce

The Patient

Experience

Core ProcessesCore Processes

FH Experience DriversTeam Based

• Is your team engaged?

• How many suggestions have you received in the last week? Month? Year?

• How do you make something happen with the good suggestions?

FH Experience DriversProcess Improvement

• Manage – “Executing the Fundamentals”

• Improve – “How can we do it better?”

• Innovate – “How can we do it like no one else?”

FH Experience Drivers2009 PI Strategies

• Strategy 1 – Core Process Identification & Measurement

• Strategy 2 – Process Improvement Education and Training

FH Experience DriversBack to Where We Began

• “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