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SSM Health CareSSM Health Care
Category 3:Category 3:Focus on Patients, Other Focus on Patients, Other Customers and MarketsCustomers and Markets
Karen Smit, MN, BSN, RNKaren Smit, MN, BSN, RNClinical Quality AdministratorClinical Quality Administrator
Patients, Other Customers Patients, Other Customers and Markets – Criteria Recapand Markets – Criteria Recap
Understand requirements, expectations Understand requirements, expectations and preferences of all customersand preferences of all customers Listening and learning postsListening and learning posts
Use data to define drivers of Use data to define drivers of satisfaction and dissatisfactionsatisfaction and dissatisfaction
Systematically build relationships with Systematically build relationships with customerscustomers
Patients, Other Customers, & Patients, Other Customers, & MarketsMarkets Key CustomersKey Customers
– InpatientsInpatients
– OutpatientsOutpatients
– Emergency DepartmentEmergency Department
– Home CareHome Care
– Long-Term CareLong-Term Care
Patients, Other Customers, & Patients, Other Customers, & MarketsMarkets Key PartnersKey Partners
– PhysiciansPhysicians
Key StaffKey Staff– EmployeesEmployees
Other StakeholdersOther Stakeholders– PayorsPayors– Suppliers/VendorsSuppliers/Vendors
Patients, Other Customers, & Patients, Other Customers, & Markets: Key QuestionsMarkets: Key Questions
Whom do you serve?Whom do you serve?
What do they want from you?What do they want from you?
How do you know?How do you know?
Patients, Other Customers, & Patients, Other Customers, & Markets: Leadership RoleMarkets: Leadership Role
Monitor and analyze satisfaction dataMonitor and analyze satisfaction data
Examine what drives satisfactionExamine what drives satisfaction
Build relationships with customersBuild relationships with customers
Use complaint management processUse complaint management process
Key Customer RequirementsKey Customer Requirements
Impact AnalysisImpact Analysis
Patients, Other Customers, & Patients, Other Customers, & Markets: Key Customer Markets: Key Customer RequirementsRequirements
Good
Staff Did All Possible to Control Pain
40.0%
60.0%
80.0%
100.0%
1999 2000 2001 2002 YTD2003
Pe
rce
nt
SSMHC Best in SSMHC
Key Customer RequirementsKey Customer Requirements
Good
Nurse Responds to Patients in Reasonable Time
66.0%
81.0% 85.4%
20.0%
40.0%
60.0%
80.0%
100.0%
2000 2001 2002
Source: Physician Satisfaction Survey
Key Customer RequirementsKey Customer Requirements
Good
ED Total Wait Time Reasonable
40.0%
60.0%
80.0%
100.0%
1999 2000 2001 2002 YTD2003
Pe
rce
nt
SSMHC Best in SSMHC
Key Customer RequirementsKey Customer Requirements
OutpatientsOutpatients– Wait timesWait times– Pain Pain – – staff concern for comfortstaff concern for comfort
Home CareHome Care– TimelinessTimeliness– Accurate information from staffAccurate information from staff
Long-Term CareLong-Term Care– Nurse Nurse – – response timeresponse time– Technical skillTechnical skill
Listening and Learning ToolsListening and Learning Tools
Former & current patients & familiesFormer & current patients & families– Satisfaction surveysSatisfaction surveys
– Complaint Management SystemComplaint Management System– Selected patient follow-up callsSelected patient follow-up calls
– Primary-secondary market researchPrimary-secondary market research– Comment cardsComment cards
– Internet web pages response systemInternet web pages response system
Listening and Learning ToolsListening and Learning Tools
Potential patients & future marketsPotential patients & future markets– Primary-secondary market researchPrimary-secondary market research– Survey researchSurvey research– Community contact telephone linesCommunity contact telephone lines– Internet web pages response systemInternet web pages response system– Professional associations, journals, Professional associations, journals,
abstracts, publications and coursesabstracts, publications and courses
Patient SurveysPatient Surveys
AdministrationAdministration– In-house mail surveyIn-house mail survey
ReportingReporting– Executive summaries (monthly)Executive summaries (monthly)– Dynamic web-based data analysis software Dynamic web-based data analysis software
(monthly)(monthly)– Ranking reports (quarterly)Ranking reports (quarterly)– Impact analyses (semi-annually)Impact analyses (semi-annually)
Customer-Focused ResultsCustomer-Focused Results
Customer-Focused ResultsCustomer-Focused Results
Data-Driven ImprovementsData-Driven Improvements
Goal – improve pain management Goal – improve pain management and decrease ER wait timesand decrease ER wait times
ResultsResults– No negative comments regarding wait No negative comments regarding wait
times in last two quarterstimes in last two quarters– Loyalty increasedLoyalty increased– Satisfaction with pain management Satisfaction with pain management
increased significantlyincreased significantly
ComplaintComplaintManagementManagement
Complaint Raised
Address/Resolve & Follow-up
Resolved
No
Issue Referred
Complaint Entered into OFI
Data Aggregated
End
SystemicIssue Yes Initiate CQI
Process
Entity Leadership Review
Report to QRC for System Level Aggregation
No
Complaint ManagementComplaint Management
Categorizes complaints by issueCategorizes complaints by issue Creates follow-up formsCreates follow-up forms Tracks response timeTracks response time Prints reports by departmentPrints reports by department Implements service recoveryImplements service recovery Analyzed at all levelsAnalyzed at all levels
Patient SatisfactionPatient Satisfaction
Inpatient Loyalty
60
70
80
90
100
1999 2000 2001 2002 2003 2004
Will
ing
ne
ss
to
Re
co
mm
en
d
(Me
an
)
Loyalty SSMHC Goals Benchmark
Good
Market FocusMarket Focus
Good
Market Share
0.0%
5.0%
10.0%
15.0%
20.0%
1999 2001 1999 2001 1999 2001
% M
arke
t S
har
e
SSMHC-St. Louis SSMHC-OK SSMHC-WI
Patients, Other Customers, & Patients, Other Customers, & Markets: Organizational LearningMarkets: Organizational Learning
Clarity around customers and their key Clarity around customers and their key requirementsrequirements
Customer segmentationCustomer segmentation Better use of listening and learning postsBetter use of listening and learning posts Use data to drive decisions to improve Use data to drive decisions to improve
customer/stakeholder relationshipscustomer/stakeholder relationships Standardized complaint management programStandardized complaint management program
Our Customers Count!Our Customers Count!