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Copyright © 2020 Health Management Associates, Inc. All rights reserved. The content of this presentation is PROPRIETARY and CONFIDENTIAL to Health Management Associates, Inc. and only for the information of the intended recipient. Do not use, publish or redistribute without written permission from Health Management Associates, Inc.
Moments of Truth Drive Patient Experience of Care: Supporting Positive Interactions Leading to Patient and Staff Satisfaction
By Deb Peartree
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TODAY’S PRESENTATION
Copyright © 2020 Health Management Associates, Inc. All rights reserved. PROPRIETARY and CONFIDENTIAL
Deb Peartree, RN, MSSenior Consultant
Albany, NY
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Faculty Nature of Commercial Interest
Deb Peartree, MSN, BSN Ms. Peartree discloses that she is an employee of Health Management Associates, a national research and consulting firm providing technical assistance to a diverse group of healthcare clients.
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DISCLOSURE
Copyright © 2020 Health Management Associates, Inc. All rights reserved. PROPRIETARY and CONFIDENTIAL
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WEBINAR OBJECTIVES
• Describe the importance of working to enhance patient experience of care
• Identify clear strategies to improve patient experience of care
• Understand the relationship between balancing supply and demand, wait reduction, and continuity to patient satisfaction
Participants will be able to:
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WEBINAR OBJECTIVES
• Describe clear strategies to establish effective relationships with patients starting with the first contact
• Describe the benefits of patient satisfaction on provider and staff satisfaction and joy in work
Participants will be able to:
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POLLING QUESTION
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1.1. Care/Case Manager‐Coordinator
2.2. Front desk/ Schedulers
3.3. Referral Managers
4.4. Clinical, Mental, Behavioral Staff
5.5. Outreach, Navigators, CHWs
6.6. Quality Improvement
7.7. Operations supervisor/manager
8.8. Other
Describe your role
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IMPORTANCE OF PATIENT EXPERIENCE OF CARE
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CUSTOMER SERVICE & HEALTH CARE
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Patient care is a customer service Health care is a customer‐driven
service industry
Only the customer can define quality
Quality is influenced by ‘Moments of
Truth’ that occur each day
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MOMENTS OF TRUTH
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Any point of contact between any staff and a patient, family,
staff or community representative
Opportunities to create a positive impression of your
organization, and the care and service they receive here
Influence a person’s perception of your organization
What impression of your organization are people left with?
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IMPORTANCE OF MOMENTS OF TRUTH
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What you do today influences your organization’s success
and survival tomorrow
Potential patients, donors, staff – they may be here today,
but will they come back?
Each current staff member is an ambassador
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IT’S ABOUT RELATIONSHIPS – WHAT WOULD THEY SAY?
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“They really know me and care about me”
“My questions and concerns are answered”
“They give me the care that I want & need when I want & need it.”
“My care is coordinated”
“My values and goals drive my health care”
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POLLING QUESTION
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•On a scale of 0‐5, with •5 = “absolutely” and •0 = “not at all”, •how would your patients rate this statement?
They give me the care I
want & need when I want & need it.
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PATIENT SATISFACTION –CONTINUITY &
WAIT TIME
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WHO LIKES TO WAIT & REPEAT THEIR CONCERNS?
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Not really!!!
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PEOPLE DON’T WANT TO WAIT….
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The service industry has correlated loss
of market‐share to wait:
• in fast food, every 6 sec of wait in a
car line, 1 point drop in market share
• at Starbucks, 3 minutes
• at Panera, 6 minutes from order to
service
…not for their coffee at McDonalds and not for their health care.
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POLLING QUESTION
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•Choose all that apply:
1. To get to a person on the phone 2. To make an appointment3. To see their provider
Are your patients
satisfied with their wait…
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WHAT HAVE WE LEARNED?
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The biggest impact on performance:
• Did you see your own provider? [continuity]
• Did you have to wait?
• When we improve processes to decrease delay, it
improves patient satisfaction
When we balance supply and demand, it improves staff
satisfaction
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IMPORTANCE OF CONTINUITY & ACCESS
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The average health system is designed so that patients only
see their own doctors 80% of the time
• When patients see their own providers and don’t have
to wait, they are more satisfied, and their clinical care is
better
• Continuity of care was associated with a reduction in resource utilization and costs.
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DECREASING WAIT TIME & INCREASING CONTINUITY
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What if….
…you could offer your patients an
appointment with their provider of
choice at a time that was convenient for
them?
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HOW TO GET THERE FROM HERE?
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Team formation (aim, change principles, measurement,
frequent communication)
A system to match supply and demand
Close relationships with each patient
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CHANGING THE PROCESS
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Positive Reinforcement is critical….
Recognize and reinforce the behaviors
demonstrated by colleagues ‐to be friendly, warm
and patient‐centered NOT task oriented
Support each other
ESTABLISHING EFFECTIVE PATIENT
RELATIONSHIPS
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CONSIDER….
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• “I’ve learned that people will forget what you said,
people will forget what you did, but people will
never forget how you made them feel.”Maya Angelou
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CONSIDER…
Why are
even short
interactions
with
patients
important?
What is the
relationship
between
the clinical
quality and
the level of
customer
service
provided?
What are
the critical
customer
contact
points in
your job?
What are
your
barriers to
handling
the critical
contact
points?
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GREAT CUSTOMER SERVICE
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• Critical contact points:
⦁ When customers first enter the facility
⦁ In one‐on‐one interactions
⦁ When customers are waiting
⦁ When customers are moving through the facility
⦁ When promises are made
⦁ When customers are transferred or handed‐off to
another location
⦁ When internal organizational issues are disclosed to the
public
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KEYS TO CUSTOMER SERVICE
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Empathy and sensitivity: How can you make customers feel important?
If you were a patient would you appreciate your own
behavior?
“All I want is to be treated as a person.”
‐ Patient quote
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PATIENT RELATIONSHIPS BEGIN WITH RECEPTIONISTS
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Receptionists fend off walk‐ins = phone calls with feet
Deal with no shows
No‐shows and walk‐ins are system defects
⦁ making the appointment was wasted work
⦁ costs rework in making another appointment
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SHAPING MOMENTS OF TRUTH: SUCCESS & SURVIVAL
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• Greeting patients, family
• Customer service orientation
• Quality of care vs. task focus
• Influences success & survival tomorrow
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STRATEGIES TO IMPROVE PATIENT EXPERIENCE
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IMPACTING MOMENTS OF TRUTH
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Make eye contact with a
friendly smile
Introduce ourselves & our
position
Use proper names when
addressing customers
Show appreciation
Give full attention
Never make excuses
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ENHANCE PATIENT INTERACTIONS
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Ask “How can I help you?”
Make sure directions and are available
Provide information about what, how long, what to expect, the reason, etc.
Apologize for waits, explain why & provide updates
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PHONE ETIQUETTE
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Answer all calls in as few rings
as possible
Identify yourself by name, title
and department
If you receive a transferred call
by mistake, graciously transfer
the call & give the caller the
correct number.
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DEALING WITH STRESSED PATIENTS
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Patients are experiencing a
variety of stressors
Staff need planned strategies
to deal with upset patients
Dealing effectively with upset
patients can build customer
loyalty
What is the hardest thing about dealing with an upset or angry patient or family member?
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ANNOTATION EXERCISE
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MANAGING ANGRY CUSTOMERS
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S = smile – look of openness
O = open posture
F = forward lean slightly
T = territory – respect their space
E = eye contact
N = nod your head that you heard
SOFTEN formula – designed to diffuse situations:
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CUSTOMER SERVICE RECOVERY
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Apologize and establish your intent to help
Get the facts: ask questions and allow to
vent; restate the concern
Develop solutions and assess their reaction
Implement solutions
Report and track service breakdowns
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DO’s Put yourself in their shoes
Control your mental responses
Take responsibility to fix it
Give time to vent & listen
Create solutions
“I understand why you feel that way.”
DON’Ts “Its our policy”
Blame another department
Don’t take it personally
“Calm down”
Put yourself in danger of violence
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PRINCIPLES OF SERVICE RECOVERY
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BENEFITS OF PATIENT SATISFACTION ON
JOY IN WORK
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PATIENT SATISFACTION MAKES INFLUENCES YOUR WORK DAY
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As waiting time in systems decrease and receptionists work
become clearly valuable, staff satisfaction improves
Clinical staff satisfaction improves because their workday
goes smoother
….is this joy in work?
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PATIENT SATISFACTION & JOY IN WORK ARE RELATED
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The degree to which providers and staff experience joy in their work influences: Staff engagement and satisfaction Patient experience Quality of care Patient safety Organizational performance
Joy ultimately about connections to meaning and purpose
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What brings you meaning & purpose in your work?
DRAFT 4141
ANNOTATION EXERCISE
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WHAT IS THE PATH FORWARD?
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1. Think about “What matters to you?”
2. Identify “What gets in the way?”
3.Make joy in work a shared responsibility
4. Use improvement science to test approaches
IHI.org
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FUNDAMENTAL NEEDS TO IMPROVING JOY IN WORK
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1. Physical and psychological safety,
2. Meaning and purpose,
3. Choice and autonomy,
4. Camaraderie and teamwork,
5. Fairness and equity.
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JOY IN WORK & PATIENT SATISFACTION ARE SHARED RESPONSIBILITIES
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What is one thing you can do today to enhance the lives you touch?
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CONTACT ME
Deb Peartree, RN, MSSenior Consultant
80 State StreetSuite 1101Albany, NY 12207