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| Date post: | 15-Jul-2015 |
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THE
PSYCHOLOGYOF THE
WAIT
Creating Diplomats For HopeWebinar
Series
Creating Diplomats For HopeWebinar
Series
HOUSEKEEPING
AUDIO is available through your computer speakers or through dial-in. All lines are muted.
You can SUBMIT QUESTIONS/COMMENTS at any time. We will address all questions during the Q&A session at the end of today’s presentation.
Links to the slides and RECORDING will be made available and sent to all attendees via e-mail.
Creating Diplomats For HopeWebinar
Series
ABOUT US
WE WORK WITH NATIONALLY-RECOGNIZED INSTITUTIONS:5 “Honor Roll” institutions5 out of the top 10 cancer programs3 out of the top 4 pediatric hospitals3 out of the top 10 cardiovascular programs
NATIONAL BENCHMARKING STUDIES:Patient experience managementMarketing practicesPhysician relations programsInternational programs
Ranked as one of top 50 Healthcare Consulting firms by Modern Healthcare
Creating Diplomats For HopeWebinar
Series
CAROL B. PACKARD
Senior Advisor, Healthcare
Carol Packard has a Ph.D. in organizational development, a master’s degree is in organizational psychology, and 20 years experience working in health care. Carol also has designed and implemented enterprise-wide Service Excellence programs, using patient satisfaction data to drive process improvements.
Creating Diplomats For HopeWebinar
Series
JILL F. SECORD
Senior Advisor & Strategist, Healthcare Performance Improvement
Jill has 38 years of experience as a Registered Nurse with a Master's degree in business and expert skills in leadership, operations, managed care, and nursing education. She has clinical experience in critical care, orthopedics, home care, home infusion, managed care, contracting, provider relations, data analysis, new business development and strategic planning.
She is certified in Lean Quality Healthcare and has developed a system to integrate Lean techniques with Patient Experience Mapping and Family Focused Care initiatives. Jill has worked with a variety of healthcare organizations to create departments, streamline current processes, and develop new profitable programs.
Why We Are Being Forced To Change……
And Yet……
In the United States:
FEWER PHYSICIANS PER PERSON: 2.4 per 1,000 vs OECD average of 3.1.
NUMBER OF HOSPITAL BEDS in U.S. was 2.6 per 1,000 population in 2009, lower than the OECD average of 3.4 beds.
LIFE EXPECTANCY at birth less than OECD countries average.
Patient-Centered Health Care
Not only improves required HCAHPS patient satisfaction
measures, but also
IMPROVES CLINICAL OUTCOMES
REDUCES COSTS
The Psychology of Wait (January 20)
The Hope Effect (January 27)
Empathy & Lean (February 2)
Creating Diplomats For HopeWebinar
Series
Does Any Of This Look Familiar?
But Wait!
What happens on the way to actually getting that EXCELLENT CLINICAL CARE?
As Wait Time Goes Up, Patient Satisfaction Drops
What If….?
We can make the wait time FEEL BETTER?
Disney Has Mastered The WAIT
by starting the fantasy AHEAD of the event…
…DURING the wait time.
In Our Hospitals
How can we USE the wait time as part of providing health ?
How can we make the wait time FEEL SHORTER & be more PRODUCTIVE ?
Making Use Of The
UNEXPLAINED waits
feel longer than
EXPLAINED waits
PSYCHOLOGYof the
WAIT
Making Use Of The
UNFAIR waits feel longer than EQUITABLE waits
Making Use Of The
SOLO waits feel longer than GROUP waits !
UNOCCUPIED time definitely is longer!
Do your patients feel trapped ?
Make the WAIT TIME part of the HEALING and LEARNING process
TEACH about health issuesduring the wait
The MORE I value the service,the LONGER I will wait
Don’t let a poorly managed WAIT TIME detract from your excellent clinical service and brand!
BUT
Evidence that music helpsLOWER BLOOD PRESSURE & ANXIETY
Pre- & Post Surgery
Lin et al (2011) Music therapy for patients receiving spine surgery, Journal of Clinical Nursing, 20, 960–968
Evidence also shows that patients are more satisfied with their care when they are givenADEQUATE SPACE to interact with their families.
Family members spend more time contributing to patient care
In my mother’s hospital room, adding a small work table enabled me to stay longer
Make Room For Family Members
FUNCTIONAL
EMOTIONAL
WHERE can you moreeffectively manageyour patient’s wait times?
Managing Touchpoints
Requesting information
Symptoms
Diagnosis
Physician referral or Recommendation
Evaluation and selection of healthcare providers
Knowledge about your medical center or clinic
PRIMARY EXPERIENCE STEWARDS
• Referring Physicians• Other Parents• Marketing
KEY TOUCHPOINTS
Mapping The Patient Experience
SchedulingRequesting information
Symptoms
Diagnosis
Physician referral or Recommendation
Evaluation and selection of healthcare providers
Knowledge about your medical center or clinic
Choosing and contacting your medical center or clinic
Scheduling the visit
Resources provided
Managing expectations
PRIMARY EXPERIENCE STEWARDS
• Referring Physicians• Other Parents• Marketing
• Front Desk Staff• Call Center
KEY TOUCHPOINTS
Mapping The Patient Experience
Scheduling ArrivalRequesting information
Symptoms
Diagnosis
Physician referral or Recommendation
Evaluation and selection of healthcare providers
Knowledge about
Choosing and contacting your medical center or clinic
Scheduling the visit
Resources provided
Managing expectations
Getting to the facility
Checking-in and waiting area
Patient and family education
PRIMARY EXPERIENCE STEWARDS
• Referring Physicians• Other Parents• Marketing
• Front Desk Staff• Call Center
• Clinical staff• Support Staff
KEY TOUCHPOINTS
Mapping The Patient Experience
Scheduling Arrival TreatmentRequesting information
Symptoms
Diagnosis
Physician referral or Recommendation
Evaluation and selection of healthcare providers
Knowledge about Texas Children’s
Choosing and contacting Texas Children’s
Scheduling the visit
Resources provided
Managing expectations
Interaction with clinical staff
Labs and other diagnostics
Treatment plan
Communication of results
Follow-up appointments
Getting to the facility
Checking-in and waiting area
Patient and family education
PRIMARY EXPERIENCE STEWARDS
• Referring Physicians• Other Parents• Marketing
• Front Desk Staff• Call Center
• Clinical staff• Support Staff
• Faculty/Medical Staff• Support Staff
KEY TOUCHPOINTS
Mapping The Patient Experience
Scheduling Arrival Treatment Follow-upRequesting information
Symptoms
Diagnosis
Physician referral or Recommendation
Evaluation and selection of healthcare providers
Knowledge about your medical center or clinic
Choosing and contacting your medical center or clinic
Scheduling the visit
Resources provided
Managing expectations
Interaction with clinical staff
Labs and other diagnostics
Treatment plan
Communication of results
Follow-up appointments
Conclusion of the visit
Referrals to specialists
Call-backs for assistance
Follow-up visits
Billing
Getting to the facility
Checking-in and waiting area
Patient and family education
PRIMARY EXPERIENCE STEWARDS
• Referring Physicians• Other Parents• Marketing
• Front Desk Staff• Call Center
• Clinical staff• Support Staff
• Faculty/Medical Staff• Support Staff
• Faculty/Medical Staff• Support Staff
KEY TOUCHPOINTS
Mapping The Patient Experience
PATIENT FLOWbecomes very important
Within The Triple Aim Of Health Care
THE IHI TRIPLE AIMPopulation Health
Per Capita CostExperience of Care
During the third webinar in this series on February 3, we will discuss how to shorten the wait time using six-sigma Lean techniques.
Next Tuesday we will explore a related topic, THE HOPE EFFECT.
Empathy And Lean:
Turn these WAIT TIMES into positive TOUCHPOINTSfor your patients!
TOUCHPOINT
QUESTIONS ?
COMMENTS ?
• Have a representative contact you?• Have a representative come to speak at your
organization?• Want more information?
Would You Like To:
2700 Post Oak Blvd., Suite 1400Houston, TX 77056+1 713.877.8130www.endeavormgmt.com/healthcare
Contact Us
Carol [email protected]
Jill [email protected]
Thank you for participating!
Please join us next week on Tuesday, January 27 at noon
