Meeting the Consistency Challenge: Innovative Strategies That … · 2019-03-22 · Meeting the...

Meeting the Consistency Challenge: Innovative Strategies That Work!

Rick Evans, MA

Senior Vice-President and Chief Experience Officer

2

NYP HCAHPS Results3

2.56 2.56

2.72

3.002.89

2.83

3.00

2.72

3.00

3.20 3.203.10

3.20

3.40 3.40

3.10

3.40

2.3

2.6

2.9

3.2

3.5

Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016 Q4 2016 Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018 Q2 2018 Q3 2018 Q4 2018 Q1 2019

NYP Summary Star Score

Summary Star Score

First – You Need a Strategy 4

PX Strateg

y

Data

Goals

Evidence Based Best

Practice

Leadership&

Accountability

Integration

5

Sustainability Elements

Defined Best Practices

Process Measures

FocusCommunicatio

n

Recognition

Best Practice

sTargets

SurveyDomain

s

6

NYP’s Discharge Envelope:

§ Clarity and continuity for discharge information

§ Given at the START of an admission

§ Placed in bin at bedside

§ Filled through the admission by team members

§ Goes home with the patient

Defining Best Practices 7

Best Practices and Process Measures 8

• Bedside Audits• Volunteer

Surveys

Discharge

Envelope

• Supervisor Inspections

Picture Perfect Rooms

• Call Attempt Rates• Call Connect Rates

Discharge Calls

Focus – Maintaining the “To Do List” 9

§ Stay with the basics§ The list should be short§ Focus on high value

practices§ Don’t move on until you

are done!

§ Dashboards

§ Senior Leader Calls

§ Consistent Slide Deck

§ Focus on Immediate Opportunities

§ Leaders own the call and the follow-up

Focus – Team Accountability Structures 10

Communication – Management Meetings 11

Communication – Patient Centered Fridays 12

§ Modules linked to best practices

§ Assigned to roles

§ Connected to service standards

§ Used “just in time” as well

Training 13

§ Stories

§ Rounding

§ NYP publications

§ Featuring staff in videos and training

Recognition - Exemplars14

Recognition – Tailored Elements 15

Recognizing Results 16

§ PX goals and work MUST be integrated

§ Best practices should support other key goals

§ PX work should enhance engagement

Linking to Other Goals17

Linking Example - Quality18

• Falls• Pressure Ulcers

Care Rounds

• Readmissions• Population Health

Discharge Calls

Linking Example - Magnet19

§ Survey program§ Questions and Domains§ Target best practices§ Collaborative governance§ Nurse engagement and

research

§ Communication

§ EMR Elements

§ Staff Training Opportunities

Linking Example - Epic 20

PX – There’s Something for Everyone!

Tier 1

Tier 1 – Required Best Practices• DC Envelopes• DC Phone Calls• Medication Communication Sheets• Teach Back• Bedside Shift Report• Care Rounds• Quiet Times• Service Recovery – Triple A• Service Expectations

Tier 2 – Support Best Practices• Commit to Sit• No Pass Zone• Creating Connections• 10/5 rule• Leadership Rounding

Tier 3 – Support Best Practices• Citizenship Behaviors

Tier 2

Tier 3

§ Priorities Shift

§ Always find connections

Changing With Your Organization22

Culture Counts - The NYP Respect

Initiative

§ It’s about the team

§ Call the bluff on PX rhetoric

§ Don’t be afraid of basics

§ Be confident in your body of knowledge

§ Stay the course

Final Thoughts….24

Questions?

26

Thank You!§ Rick Evans§ Senior Vice President & CXO

§ rie9003@nyp.org

§ 212-305-4455

§ Twitter: @cxorick