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The Beryl Institute April 3rd 2019

THE WISDOM OF HOMER’S ILLIAD: THE UN-INITIATIVE FOR CREATING, EXECUTING AND SUSTAINING PATIENT EXPERIENCE EXCELLENCE

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*adapted from Intermountain Health, 2018

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Create & Deliver a PX-Based monthly Leadership Development Series: Org-wide collaborative program that focuses on PX, operational excellence, and the grow and development of our leaders; who are accountable for cascading the knowledge gained to every Cheshire employee

Delivery a “Journey to Excellence PX” onboarding program for all new staff & providers: Program for all new leaders/providers, courses/sessions for all new employees and, new provider lunch/new provider breakfast @120 days with provider ambassador

The Cheshire Experience: Strategic Development Sessions

1:1 & Department Level Coaching: Program for all leaders/employees. Patient Experience coaching for individuals and departments

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Metrics Masters

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Ambassadors

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Patient Experience “Micro Site”

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Patient & Family Advisors

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Volunteer Rounding

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Senior Leader Rounding

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Dec 17 – Nov 18

67.6% 81.1%

78.1% 87.9%

79.2% 87.3%

66.0% 72.2%

78.0% 83.7%

72.3% 79.6%

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Patient Experience

Local PX Teams

Thought Leadership & Knowledge base

of PX

The Cheshire Experience

SessionsTalent

ManagementHospital-Based Programs

Building Relationships

Provider Coaching

SE/SR Courses for Staff

•“We Care/We Act Audits•Mystery Shopping• “PX” Walk-Throughs•5/10 rule, etc.

•Reward & Recognition•Patient Centeredness•PX TEAM & Workgroups

•Development of key competencies for service excellence: WE

CARE/WE ACT •Observation & Coaching•Metrics Masters Program

•Leadership Briefs•Service Excellence templates

& documents•Web-based knowledge capture, i.e. Rounding for

Outcomes•Patient Journey Mapping

•Quality/Safety•Resiliency/Wellness

•Patient & Family Advisors•Communications & Marketing•Office of Patient Experience

•Measurement•Team Care, etc.•Chaplaincy• Volunteers•Leadership •Selecting Talent & Hiring for

service skills•PX exposure & acculturation

•Ongoing year 1 support & review•Journey to Excellence

•Understand the drivers of PX •Uses “must-haves” to enhance PX•Enhances Communication &

Listening Skills•Engages Actively in Service Recovery

•1-2 Physician coaches per location trained to

specifically improve the scores of other providers•Metrics-based referrals•Provider observation and

communication studies•PX Moments: i.e. Video

Quick Learns•Quarterly Reward/Rec

+90%

•Monthly leaders sessions to align leaders w/

strategy/improve Service Excellence skills

•“At Your Service” monthly newsletter w/ AE skills

All Staff – WE CARE. WE ACT

All Staff: SE Interventions

All EmployeesTraining & Development

PX Tools & Resources

Accountability ToolsProviders

Mid-Level Leaders

Associated Departments

Mid-Level LeadersHospital Staff

Training & Development

AmbassadorProgram

Orientation & OnboardingCoaching & Improvement

Associated Departments

KEYBLUE: DomainBLACK: ProgramRed: Audience

SUMMARY