IMPROVING PATIENT EXPERIENCE...2 3 ©2020 Huron Consulting Group Inc. and affiliates. All rights...

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©2020 Huron Consulting Group Inc. and affiliates. All rights reserved.

IMPROVING PATIENT EXPERIENCE

Providing Good Customer Services

2©2020 Huron Consulting Group Inc. and affiliates. All rights reserved.

Why is Customer Service an Important Ingredient in the Patient Experience?

• Patients will return to the places and people where they are cared for with respect and kindness

• Positive patient experiences are correlated with positive patient outcomes

• Positive patient experiences are correlated with increased referrals (i.e., word of mouth) and growth

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We know why, but how do we improve customer service?

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Ask and Listen To The Customer!


Listening Posts include:

• Surveys

• Focus Groups

• Walkthroughs

• Patient Rounding

• Complaint/Compliment Letters

• Friends, Neighbors and Family

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Round On Them!

• So who Rounds on them?

• What are we doing with this information?

• Are we giving that feedback?

• How do we validate and close that feedback loop?

• Do we use findings and trends to develop action plans or reward and recognize?


What do we do with what we hear?

• Document Round

• Post Stop Light Report

• Create 90 Day Action Plans

• Discuss Action Plan With Your Boss

• Review during Monthly Department/Staff Meetings

• Review during Employee Forums

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Connect the survey with the behaviors…take it!

Getting Timely Appointments, Care, and Information (Access)

• Getting appointments for urgent care • Getting appointments for routine care or check-

ups • Getting an answer to a medical question during

regular office hours • Getting an answer to a medical question after

regular office hours • Wait time for appointment to start

Rating of the Provider (Doctor)

• Overall rating of your Provider

Provider (Doctor) – Patient Communication

• Provider explanations easy to understand • Provider listens carefully • Provider gives easy to understand instructions • Provider knows important information about

medical history • Provider shows respect for what you have to say • Provider spends enough time with you

Courteous and Helpful Office Staff

• Clerks and receptionists were helpful • Clerks and receptionists treat you with

courtesy and respect

Test Results

• Follow up on Test Results


How do we improve patient experiences?

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Best Practice Communications With The Customer

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Your Behaviors will help you achieve excellent customer service

CUSTOMER FOCUSED BEHAVIORS

Required of All Staff

• Always Smile

• AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you)

• Key Words At Key Times

• Managing Up

• Clutter Free / Professional

• “Is there anything else I can do for you?”

TECHNICAL BEHAVIORS

Front Office and Clerical Staff• Answer Phones within 3 Rings• Meet Daily Patient Volume Goals• Manage Schedule to Ensure Access• Confirm Demographic Information• Verify Insurance• Collect Co-Pay, Deductible, Self-Pay• Complete Transition of Care (TOC)Back Office Staff• Meet Daily Patient Volume Goals• Complete Visit Prep• Perform Best Practice Intake: Document Vital Signs,

Allergies, Medication Reconciliation, & more• Manage Communication/Messages• Complete and Document Tasks Timely• Stock and Prepare Rooms

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A Acknowledge

I Introduce

E Explanation

T Thank You

D Duration

Focus on the “A” and “I” to show courtesy and respect to people.

Focus on the “A” and “I” to show courtesy and respect to people.

Focus on the “D” and “E” to keep people informed.

Focus on the “D” and “E” to keep people informed.

Focus on “T” to show gratitude Focus on “T” to show gratitude

WHAT IS AIDET®?CONSISTENT, EFFECTIVE COMMUNICATION

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WHY should we use AIDET with Patients?

• Reduces patient and family anxiety by establishing trust

• Improves compliance for better outcomes because patients will cooperate more readily with their plan of care as a result of that trust

• Clear communication creates a safe environment to receive care

• AIDET helps us build customer loyalty; we want to be their preferred healthcare provider of choice


Acknowledge

Key message: You are important; I respect you, what are ways we can do this?

• Knock before entering patient rooms or colleague offices• Acknowledge people by name when appropriate• Acknowledge everyone in the room with eye contact, a smile, a

nod or “Hello”• Take the initiative to make eye contact, smile or say hello in

waiting rooms and hallways.

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Introduce

Key message: You can count on me.

• Provide your name and role on the team.• Validate the name of the person you are interacting with.• Tell him/her if you have any special skills and how long you have been doing

what you do.• Manage Up:

• Your role – talk about yourself • Your co-workers• Your organization • Your department


Duration

Key Message: I respect your time, how might you say this?

• How long will you be working with the person?

• How long will the delay be?

• How long will the process/test take?

• How long will the person be on hold?

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Explanation

Key Message: I want you to understand, so I know I’ve done my job well…

• Do not use JARGON. Use words they will understand.

• Say what you’re about to do (before you do it) and why.

• Describe what will happen, and what they should expect.

• Always offer an opportunity to ask questions after you explain something.


Thank You

Key Message: I want to provide excellent service to you.

• Show appreciation; provide a positive closing.

• “Thanks for letting me help you today”

• “Thank you for your waiting, this won’t affect your time with Dr. Smith.”

• Thank the family for their support to our patients. (WOW)

• Ask: “What other questions do you have for me?”

• Ask: “What more I can do for you before you leave?”

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Unconsciously unskilled

(incompetent)

Consciously unskilled

(incompetent)

Consciously skilled

(competent)

Unconsciously skilled

(competent)

Practice till it’s just what you do…

Novice Expert

Think about driving a car….


We know why and what to communicate but what else improves customer service?

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Hold Ourselves Accountable by Holding Up the Mirror!

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Are We Leaving A Lasting First Impression?

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To be the best, we must know we are the best…ask these Top 10…Using the Chat Function on your computer answer these questions and reply with:

Never, Sometimes, Usually or Always1. How often do members of your team consistently manage up others to the patient?2. How often do members of your team introduce themselves to patient and family

members in a consistent manner?3. How often do we knock AND listen for the verbal que to enter before we go into the

patient exam room?4. How often do we track our service recovery issues/trends and work to improve them?5. How often do we hire staff that meet both technical and cultural requirements for our

organization?6. When something goes wrong, how often do we as leaders contact and apologize to the

patient directly?7. How often do we involve peers in our interview process?8. How often do we know the priority of the patient for their visit that day?9. How often are all of our staff empowered to provide service recovery and understand

their authority level to do so?10. How often do we say “Thank you” to our patients?

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What Do Our Patients Experience? Perform Walkthroughs…• A walkthrough may be the easiest way to give your staff the patient’s

perspective and the fastest way to identify system, flow, and attitude problems, many of which can be fixed almost overnight.

• Performing a walkthrough is an effective way of recreating for staff the emotional and physical experiences of being a patient or family member.

• Walkthroughs provide a different perspective and bring to light rules and procedures that may have outlived their usefulness.

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First Impressions Audit – Sample Template

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Physical Facility Comments1. Signage (internal and external)2. Parking3. Noise level4. Décor5. Temperature6. Way finding7. Access to conveniences (i.e. phone, food)8. Comfort9. Distractions (i.e. TV, magazines, aquarium)10. Sign-in sheet

Other Observations:Housekeeping1. Flooring 2. Ceiling tiles3. Wall appearance 4. Cleanliness5. Upkeep of visible equipment (i.e. wheelchairs)6. Upkeep of restrooms in targeted area7. Scent8. Location/availability of trash receptaclesOther Observations:

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First Impressions Audit Continued

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Staff Comments1. Acknowledgment2. Greeting3. Appearance 4. Name-tag visible5. Attitude 6. Expression of caring

Other Observations:

Service1. Adequate explanation of process given (if heard)?2. Information given regarding delays (if heard)?3. Attentiveness to needs?4. What was astonishing?5. Concern for privacy?6. Respect of confidentiality?7. What turned you off?8. Would you recommend this service to others?Other Observations:


Connect ALL the Pieces to Create an Excellent Patient Experience!

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Customer Service behaviors need to be Hardwired? It’s the 90/90 rule…what’s that?


Mom…I forgot my lunch…again!

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Tools for ValidationPhysical Facility Comments1. Signage (internal and external)2. Parking3. Noise level4. Décor5. Temperature6. Way finding7. Access to conveniences (i.e. phone, food)8. Comfort9. Distractions (i.e. TV, magazines, aquarium)10. Sign-in sheet

Other Observations:Housekeeping1. Flooring 2. Ceiling tiles3. Wall appearance 4. Cleanliness5. Upkeep of visible equipment (i.e. wheelchairs)6. Upkeep of restrooms in targeted area7. Scent8. Location/availability of trash receptaclesOther Observations:


You’ve been awesome!

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