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Leveraging Physicians as an Integral Piece of the Patient Experience Care Team Presenters: Jake Poore and Chartalay Allmond-Learson
LeveragingPhysiciansasanIntegralPieceofthePatientExperienceCareTeam
Presenters:JakePooreandChartalayAllmond-Learson
©2018 INTEGRATED LOYALTY SYSTEMS
Leveraging Physicians as an Integral Piece of your Patient Experience Care Team
©2018 INTEGRATED LOYALTY SYSTEMS
CHAR ALLMOND-LEARSONJAKE POOREPresident and CXOIntegrated Loyalty Systems
Previous Clinic Operations ManagerDignity Health Medical Foundation
©2018 INTEGRATED LOYALTY SYSTEMS
©2018 INTEGRATED LOYALTY SYSTEMS
GOAL: MAKE IT PICTURE PERFECT
©2018 INTEGRATED LOYALTY SYSTEMS
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CREATING EXCEPTIONAL PATIENT EXPERIENCES A WORKSHOP FOR BAYSTATE NORTHAMPTON
Make eye contact & Smile.
Sit at patient’s eye level
“Connect the Belly buttons.”
Friendly Voice tone.
Explain in plain language... avoid acronyms and healthcare jargon.
Name Tag Over your Heart
WHY CAN’T WE GET PHYSICIANS ONBOARD?
©2016 DIGNITY HEALTH
©2018 INTEGRATED LOYALTY SYSTEMS
~ 55,000 Employees~ 39 Hospitals in 3 states: CA, NV, AZ~ 250 ancillary care sites~ 5th largest health system in the nation and the largest hospital provider in California.
Headquarters: San Francisco, CA CEO: Lloyd H. Dean (Apr 2000–) Formerly called: Catholic Healthcare West (1986–2012) Founder: Sisters of Mercy
©2018 INTEGRATED LOYALTY SYSTEMS
©2018 INTEGRATED LOYALTY SYSTEMS
Reno
GrassValley
FolsomWoodland
Merced
SanFranciscoRedwoodCity
SantaCruz
ArroyoGrande
Oxnard
LongBeach
Nevada
Arizona
RedBluff
Mt.Shasta
Sacramento
Redding
SanAndreasStockton
Oakdale
SanLuisObispo
SantaMaria
LosAngeles
Bakersfield
Camarillo GlendaleNorthridge
Henderson
Phoenix
LasVegas
ChandlerGilbert
California
SanBernardino
• NorthStateServiceAreao RedBluffo Redding
• GreaterSacramentoServiceAreao Sacramentoo Woodlando GrassValley
• BayAreao SanFranciscoo SantaCruzo Sequoia
• CentralValleyo Stocktono Mercedo Bakersfield
• CentralCoasto Camarillo/Oxnard/Ventura
• SouthernCaliforniao InlandEmpireo Northridge
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©2018 INTEGRATED LOYALTY SYSTEMS
The End in Mind… “What if…”~ Everyone was aligned toward ONE common goal?
~ Everyone had the same set of operational priorities?
~ Everyone used those operational priorities to make decisions and solve every day dilemmas?
~ Everyone used those operational priorities to create department playbooks?
~ Everyone was clear on what we stand for, and what we will not stand for anymore?
©2018 INTEGRATED LOYALTY SYSTEMS
Our Comprehensive Plan1. Make the business case for change
• Show them the data• Capture and Share Patient Testimonials
2. Select a credible team of MDs to become Cultural Architects• Pay them to show up• A “Representative Government” or The Poster “Change Agents”
3. Use that same MD team to help share it with rest of the organization
4. “Localize it” - customize by department - making it relevant and drive authenticity
5. Involve them in the Continuous Improvement Process
6. Hardwire it into organizational infrastructure: “Hire and Fire”
THE PUZZLE PIECES
©2018 INTEGRATED LOYALTY SYSTEMS
©2018 INTEGRATED LOYALTY SYSTEMS
Assess the Current State: Patient Experience and Employee Culture
Design the Future State: An Intentional Culture
Project Work to Operationalize Blueprints
HARDWIRE TO ORG. INFRASTRUCTURE FOR SUSTAINABILITY: Leadership Rounding, Coaching, Recognition & Accountability
©2018 INTEGRATED LOYALTY SYSTEMS
©2018 INTEGRATED LOYALTY SYSTEMS
Assess the Current State: Patient Experience and Employee Culture
©2018 INTEGRATED LOYALTY SYSTEMS
CAPTURE THE VOICE OF THE PATIENT
Patient Experience Assessment
©2018 INTEGRATED LOYALTY SYSTEMS
ClinicalOpe
ratio
ns
PhysicianServices
Admin.&
Marketin
g
Fina
nce,StrategicPlann
ing
ITand
Procuremen
t
~ClearVision~CommonGoals~Focus~Accountability~Consistency
LACKOF:
©2018 INTEGRATED LOYALTY SYSTEMS
Top 15 Drivers- “Likelihood to Recommend” for E.R.
Source: Press Ganey and Associates
©2018 INTEGRATED LOYALTY SYSTEMS
#1 Driver for Hospitals: “Employees Worked Together as a TEAM”
(n=4 million patient database)
Source: Press Ganey and Associates
LOYALTY TO PHYSICIANS“IS THERE A CONNECTION BETWEEN PHYSICIAN KINDNESS
AND PATIENT LOYALTY?”
Patient Experience Assessment
N=1,000 AMERICANS IN NOVEMBER 2013*
PATIENT RESEARCH SHOWS KINDNESS IMPACTS LOYALTY:
*BY WAKEFIELD RESEARCH
Patient Experience Assessment
87%
‣ AMERICANS FEEL THAT KIND TREATMENT BY A PHYSICIAN IS MORE IMPORTANT THAN OTHER KEY CONSIDERATIONS WHEN CHOOSING A PHYSICIAN, INCLUDING AVERAGE WAIT
TIME BEFORE APPOINTMENTS, DISTANCE FROM HOME AND COST OF CARE.
©2013 DIGNITY HEALTH
Patient Experience Assessment
64%
HAVE EXPERIENCED UNKIND BEHAVIOR IN A HEALTH CARE SETTING, INCLUDING:
(FAILURE TO CONNECT = 38%, RUDENESS = 36%, POOR LISTENING = 35%)
©2013 DIGNITY HEALTH
Patient Experience Assessment
90%
‣ AMERICANS WHO FEEL LIKE SWITCHING HEALTHCARE PROVIDERS OR PHYSICIANS AFTER RECEIVING UNKIND TREATMENT.
©2018 INTEGRATED LOYALTY SYSTEMS©2013 DIGNITY HEALTH
Patient Experience Assessment
72%
‣ AMERICANS WOULD BE WILLING TO PAY MORE FOR A PHYSICIAN WHO EMPHASIZED KINDNESS WHEN TREATING PATIENTS.
©2013 DIGNITY HEALTH
Patient Experience Assessment
88%
‣ AMERICANS WOULD BE WILLING TO TRAVEL FARTHER TO SEE A HEALTH CARE PROVIDER WHO EMPHASIZED
KINDNESS WHEN TREATING PATIENTS.
©2013 DIGNITY HEALTH
Patient Experience Assessment
94%‣ AMERICANS MAKE A POINT OF DOING SOMETHING KIND FOR
SOMEONE AT LEAST ONCE DURING THE WEEK.
©2013 DIGNITY HEALTH
Patient Experience Assessment
DIGNITY HEALTH LAUNCHES
NEW MARKETING CAMPAIGN
Patient Experience Assessment
THE PUBLIC MESSAGE
Patient Experience Assessment
DELIVERING ON THE PROMISE
DELIVERING ON THE PROMISE
©2018 INTEGRATED LOYALTY SYSTEMS
Patient Experience Assessment
Capturing the Voice of the Patient
“I DON’T WANT TO GO BACK TO THE ANNUAL EXAM!”©2016 INTEGRATED LOYALTY SYSTEMS
Patient Experience Assessment
©2018 INTEGRATED LOYALTY SYSTEMS
Design the Future State: An Intentional Culture
3
“We”DesignedTheMasterPlan
“DesignedbyusandourpaUents,forusandourpaUents.”
26Providers,56Employeesand2PaUentsDesignedFormalCulturalBlueprints(2DayWorkshop)
DesignanExplicitCulture- ClearlyDescribing:
WHATWESTANDFO
R
OUR “TRUE NORTH” WHAT WE STRIVE TO CREATE FOR EACH
INDIVIDUAL, AS A SUM OF ALL THE STEPS THEY TAKE WITH US.
WHATW
EWON
’TSTANDFOR
©2018 INTEGRATED LOYALTY SYSTEMS
OUR TOP 4
OPERATIONAL PRIORITIES
TITLE TEXT
• Start with kindness in words or actions• Show your expertise in whatever tasks are at hand• End or exit the interaction with another display of kindness
(Kindness) (Expertise) (Kindness)Human - Business - Human Mercy Medical Group
A Service of Dignity Health Medical Foundation
OUR TRUE NORTHWEUNITEHEALINGANDHUMANKINDNESS
TOCREATEPEACEOFMINDFOREVERYPERSON,EVERYTIME,THROUGHACULTUREOF“YES.”
“TRUENORTH” IS WHAT WE STRIVE TO CREATE FOR EACH INDIVIDUAL AT MMG AS A SUM OF ALL
THE STEPS THEY TAKE WITH US.Create
Organizational “True North”
OUR JOB IS TO “BRIDGE THE GAP”
SERVICE QUALITY (HUMAN)
DEVELOP NEW
PROTOCOLS THAT INCLUDE
BOTH!
CLINICAL QUALITY (BUSINESS)
LOYALTY IN YOUR DNA
•To develop a set of patient-driven, standardized “Plays” that clearly define “the way we do things” at each location.
•To capture those “Plays” in a “Playbook” that will be used as reference and for accountability.
•To recognize and hold everyone accountable for doing the “Plays” consistently, by rounding on them using a “Leader’s Walk.”
The Ultimate Goal: An ALWAYS Playbook For Every Department
Mother /BabyDietaryHousekeepingSecurityValet ParkingFinanceHuman ResourcesCARDIOLOGY
©2016 INTEGRATED LOYALTY SYSTEMS
HUMAN-BUSINESS-HUMAN® MODEL
Exit on the HUMAN
Enter on the HUMAN
HUMAN-CLINICAL-HUMAN® APPROACHOR
Conduct your BUSINESS
TRUST
The Ultimate Goal: An ALWAYS Playbook For Every Department
The Hospitalist Team
PHYSICIANS TESTING THE TOOLS / HYPOTHESIS:
©2016 DIGNITY HEALTH
The Ultimate Goal: An ALWAYS Playbook For Every Department
Dermatology
“WeUniteHealing&Humankindness”
H-B-H AS A WARM WELCOME
The Ultimate Goal: An ALWAYS Playbook For Every Department
Neurology
©2018 INTEGRATED LOYALTY SYSTEMS
H-B-H AS A FOND FAREWELL
©2018 INTEGRATED LOYALTY SYSTEMS
Patient Driven Operational Priorities?
Safety
CompassionExpertise
Productivity
Safety/Quality
Compassion
Expertise
Productivity?Safety, First
1.
2.
3.
4.
1.
2.3.
4.
What Are Our CurrentOperational Priorities?
USING THE OPERATIONAL PRIORITIES AS A DECISION-MAKING FILTER
1. SAFETY
2. Compassion
3. Expertise
4. Efficiency
©2018 DIGNITY HEALTH MED FOUNDATION
OperaUonalPrioriUesInAcUon
©2018 INTEGRATED LOYALTY SYSTEMS
Patient Experience Assessment
Capture the “Voice of the Customer”
Physician Culture
Assessment
Capture “Organizational
Graffiti”
Conduct “PRIDE”
Audit
Cultural Blueprint Design
Workshop
Employee Culture
Assessment
Develop Patient-Driven
Operational Priorities
Create Organizational “True North”
Share New Culture Blueprints
with Everyone
Tie to Service Recovery
Process
Capture Employees/MDs
on video
Build Your
Patient Experience Toolkit
Team Creates “ALWAYS
PLAYBOOK”
Create Pre-Employment
Video
New Employee Orientation
& On-the-Job Training
Redesign Recruitment
Process
Leaders Round on
New Culture
Tie to Annual
Performance Evaluation
& Pay
Tie to On-the-Spot Recognition
Process
“Localize” New Culture
by Dept. & Job Role
©2018 Integrated Loyalty Systems
KEY ELEMENTS NEEDED TO HARDWIRE CULTURAL TRANSFORMATIONS
Create 5-Minute Pre-Employment/
Recruitment Video
New Employee
Recruitment/ Onboarding
©2018 INTEGRATED LOYALTY SYSTEMS
New Employee
Recruitment/ Onboarding
©2018 Integrated Loyalty Systems
THE IMPACT
IMPACT - RETURN ON INVESTMENT (ROI)
WHAT WAS THE IMPACT - THE RETURN ON INVESTMENT?
$34 Million Dollars Increases to patient satisfaction drove member retention and advocacy for adding 2200 new Medicare Advantage patients.
Each member generates $1300 per month
2200 x $1300 x 12 months = $34 Million Dollars
ROI was approximately 15-16x the investment
IMPACT - RETURN ON INVESTMENT (ROI)
Dr. Jasser: $34 Million Dollars With the increases to patient satisfaction, it drove member retention and advocacy by adding 2,200 new Medicare Advantage patients.
Each member generates $1,300 per month
2,200 x $1,300 x 12 months = $34 Million Dollars
ROI was approximately 15 - 16x the investment
©2018 INTEGRATED LOYALTY SYSTEMS
JAKE POOREPresident and CXOIntegrated Loyalty Systems
Clinic Operations ManagerDignity Health Medical Foundation
THANK YOU!
CHAR ALLMOND-LEARSON
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