Legendary Service® Workshop Experience in a Decentralized Workplace: Medical Practice Group

Joseph Berger Systems Director of Operational Excellence Joseph.Berger@towerhealth.org

Overview •  We Are… •  Our Challenge •  The Patient Feedback •  Our Decision •  Legendary Service •  The Results

Tower Health System: Reading, Pennsylvania

Tower Health System: HQ Reading, Pennsylvania

§  BrandywineHospital(BWH)201ReecevilleRoad,Coatesville,PA19320

§  ChestnutHillHospital(CHH)8835GermantownAvenue,Philadelphia,PA19118

§  JennersvilleRegionalHospital(JRH)1015WestBalBmorePike,WestGrove,PA19390

§  PhoenixvilleHospital(PH)140NuFRoad,Phoenixville,PA19460

§  Po=stownMemorialMedicalCenter(PMMC)1600EastHighStreet,PoFstown,PA19464

§  ReadingHospital(RH)420South5thAvenue,WestReading,PA19611

Tower Health System: Geography Overview

Medical Practice Group: 103 Locations / 42 Specialties / 1.5 Million Patient Visits

ScheduleAppointmentandCheckIn/CheckOut

CallCenterRep/OfficeServiceRep

Rooming MedicalAssistant/

LicensedPrac8ceNurse

ProviderInteracBonPhysician,PhysicianAssistant,

NursePrac88oner

PracBceManager

560 515 820

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Medical Group: The Challenge

•  Decentralized locations in 4 Counties / 6 Hospitals •  Rapid Growth by Acquisition 48 /100 /150 •  Single “Store” vs. System staff experience •  Patient/Community Branding needed •  Shared Incentives on Patient Experience metrics

CreateaSignatureExperience

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93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0

PercenBleRank MonthlyMean

49LocaBons

----NaBonalBenchmark50thPercenBle

THMG Patient Survey: July 2016 to Sept 2017 Organizational KPI: “Likelihood of your recommending our practice to others”

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Tower Health Medical Group

The Patient Survey

EveryPaJentVisit,EveryDayisSurveyEligible

Within24Hours,PaJentwillbesentasurveyif:q  TheyhaveavalidaddressORr  TheyhaveavalidemailANDr  Theyhavenotbeensurveyedin90days

TheSurvey:q Thereare35possiblequesBons.q 20%ReturnRateq Anonymity

RobustPaJentComplaintSystem

RequestAppointment-> Arrival-> SeeProvider-> Checkout/Evaluate

Patient Survey Question Alignment with Experience

q  Rating 1-5: §  Ease of getting through to

the clinic on the phone §  Convenience of office

hours §  Ease of scheduling appts. §  Courtesy of registration

staff ü  Did you get this

appointment as soon as you thought you needed?

ü  If you called this provider with a medical question were you answered the same day?

ü  Did you receive reminders?

q  Rating 1-5: §  Degree you were informed

about delays §  Wait time at clinic (from

arriving to leaving) §  Did you see this provider

within 15 minutes of your appointment?

ü  Were clerks and receptionists as helpful as you thought they should be?

ü  Did clerks and receptionists

treat you with courtesy and respect?

q  Rating 1-5 §  Friendliness/courtesy of

provider §  Did the provider explain

things in a way that you could understand?

§  Did the provider use words you could understand?

q  Did the provider show respect for what you had to say?

q  Did the provider spend enough time with you?

q  Did the provider give seem to know important information about your medical history?

q  Would you recommend this provider’s office to your family or friends?

q  Rating 1-5 §  How well did our staff

protect your safety (washing hands, wearing gloves etc.)

§  Our sensitivity to your needs §  Our concern for your privacy §  Cleanliness of our practice §  How well our staff worked

together to care for you §  Likelihood of your

recommending our practice to others

q  Did the office follow up with

test results?

Patient Feedback: Question/Response

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Assessing our SERVICE DELIVERY to Patients

Word of Mouth / Patient Reviews Personal Needs Past

Experiences

Perceived Service

Expected Service

PaBent

MedicalPracBce Service Delivery

Translation of Patient Expectations into Service Quality Standards

Management Perceptions of Patient Expectations

Practice Communications

to Patients

Gap 5

Gap 4

Gap 3

Gap 2

Gap 1 GAP 1: We don’t know what patients expect? GAP 2: We don’t create specific standards and training that supports consistent delivery of patient expectations GAP 3: We don’t evaluate and monitor if we are following service standards GAP 4: We exaggerate what will be provided to patients or discuss best cases vs. likely cases. GAP 5: Patients don’t receive the service they expected.

The Ah-Ha moment… GOOD

MORNING!

Greatday,right?

Thatwillbe$12,please.

heres-your-coffee-your-

food-is-coming-good-morning-

that-will-be-12dollars.

WelcometoMcDonalds!

Ifthestaffmemberatthewindowdoesn’tgreetyouwitha“GoodMorning”,letthemanagerknowandyou’llgetafreecoffeeon

us!

What do Patients Positively Comment About?

FamilyMedicine Neurosurgery

What do Patients Negatively Comment About?

FamilyMedicine Neurosurgery

“I Know a Guy…”

THMG Operational Excellence: Purpose vs. Function

Operational Excellence Mission: To identify the most significant tasks of patients and to support frontline employees with the resources to consistently meet patient expectations in accomplishing those tasks. Service Vision: Consistently behaving in a way that builds patient satisfaction and loyalty using the CARE Model.

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Operationalizing the Mission: Training Program Design q  Attack “Another training program?” head on q  Promote team building bonding, commiserating q  Align all aspects for the learning with their experience q  Do something with the feedback from staff

Legendary Service: Set Up q  Blanchard Facilitators q  30 Attendees q  Targeted selection q  5 or 6 per table q  Off-site

Legendary Service: Program Pillars

Legendary Service: Program Overview 1.  Create a “customer” mindset with prework 2.  Follow a relatable example throughout: Ad Agency 3.  Identify your “customers” internal /external

4.  How do you serve them / How well are you served? 5.  Beliefs, Values and Personal Service Vision

6.  What does being Attentive sound like, look like 7.  What does being Responsive sound like, look like

8.  The power of appreciation and recognition 9.  Personal accountability and empowerment 10.  Start, Stop, Continue

11.  Legendary Service Recognition & Book Assignment

Legendary Service: Custom Table Tent

Sample: Legendary Produc3ons Story

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Sample of Exercises: ENERGY!

Legendary Service: The Workshop Plan

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285239

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697

936

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Phase1(11/17to5/18)

Phase2(6/18to12/18)

Phase3(1/19to6/19)

AFendees CumulaBveAFendees Workshops

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93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0

PercenBleRank MonthlyMean

49LocaBons

----NaBonalBenchmark50thPercenBle

THMG Patient Survey: July 2016 to Sept 2017 Organizational KPI: “Likelihood of your recommending our practice to others”

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0.0

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93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0

PercenBleRank MonthlyMean

49LocaBons 60LocaBons

----NaBonalBenchmark50thPercenBle

THMG Patient Survey: July 2016 to May 2018 Organizational KPI: “Likelihood of your recommending our practice to others”

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0.0

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93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0

PercenBleRank MonthlyMean

49LocaBons 60LocaBons

----NaBonalBenchmark50thPercenBle

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94LocaBons

THMG Patient Survey: July 2016 to May 2018 Organizational KPI: “Likelihood of your recommending our practice to others”

Fiscal Year 2019 Service Excellence Performance

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94.9

94.6 94.6 94.6 94.6 94.7 94.8 94.8 94.8 94.994.9 94.9

9393.293.493.693.894

94.294.494.694.895

95.295.495.695.896

PaBentReported“LikelihoodofyourrecommendingourpracBcetoothers”AllTHMG,ReceivedJuly1,2018toJune30,2019

Sample=52,276Surveysfrom94PracBceSites

MonthlyFY19 CumulaBveFY19 ReadingFY18

Target

Stretch

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93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0

PercenBleRank MonthlyMeanScore

49LocaBons 60LocaBons

----NaBonalBenchmark50thPercenBle

THMG Patient Survey: July 2016 to June 2019 Metric: “How well staff worked together to care for you”

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94LocaBons

Jul-1

6Au

g-16

Sep-16

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7Au

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8Au

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Jun-19 92.0

92.392.692.993.293.593.894.194.494.795.095.395.695.996.296.596.897.197.497.798.0

Nurse/MA RecepBon

---Nurse/MedicalAssistantBenchmark=94.5Mean---RecepBon(PSR)Benchmark=95.3%TopBox

MergeallTowerMedPracJces

LegendaryService(C.A.R.E)WorkshopLaunch

94LocaBons60LocaBons48LocaBons

THMG Patient Survey: July 2016 to June 2019 Friendliness/Courtesy of Clinical Team (Very Poor / Poor / Fair / Good / Very Good) Courtesy/Respect of Reception Team (No / Yes, Somewhat / Yes, Definitely)

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Legendary Service: Sustainability & Activities

Operations Projects: q  “Caught you Being Legendary” Award q  Staff Uniform Guidelines q  Language Services Policy, Guidelines and Support q Staff Unplanned Absence and Late Policy revamping

project q Scripting Protocol for Late Patients q New Patient Complaint System q New Patient Survey Design q Patient Newsletter Project q  Late Patient Policy Changes q  Appointment Messaging and Process Improvement q Legendary Service Rounding

Staff Projects: q  Book Club (Simple Truths of Service)

q  LEGENDARY Posters for Patients

q  Legendary Board in Break Rooms

q  Staff Photo Board in Welcoming Rooms

q  “Know Me” Events for Staff

q  Call Center Scripting

q  Call Center Practice Shadowing

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93.093.293.493.693.894.094.294.494.694.895.095.295.495.695.896.0

PercenBleRank MonthlyMean

49LocaBons 60LocaBons

FortheFiscalYears2017throughSeptember30,2019

THMG Patient Survey: July 2016 to September 2019 Organizational KPI: “Likelihood of your recommending our practice to others”

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94LocaBons

Next Step: We’re Ready for Standards