The Beryl Institute · Experience Conference!" Patient Experience Grant Program 2011 – Apply Today. Encourages and supports research into the: • Value of focusing on the patient

The Beryl InstituteWhite Paper Webinar Series

www.theberylinstitute.org

Dial-in Number: 1-877-669-3239Passcode: 803 881 772

Defining Patient Experience

2www.theberylinstitute.org

- The Beryl Institute

www.theberylinstitute.org 3


Benchmarking the Patient Experience

• Largest study conducted on this topic

• How is it being addressed?

• Drivers and roadblocks identified

• Key priorities revealed


Save the DateApril 25-27, 2012

Forth Worth, TX

Call for submissions now open.

"There is a community of individuals focused on making healthcare about the patient's needs and

perceived care extending beyond clinical needs... and that community is found at The Beryl Institute Patient

Experience Conference!"

Patient Experience Grant Program 2011 – Apply TodayEncourages and supports research into the:• Value of focusing on the patient experience before, during and after care• Impact of customer service efforts on the healthcare experience• Influence of culture on the patient experience, service and outcomes

First research report now available on www.theberylinstitute.org

Upcoming Webinars


July 21, 2pm ETExperience Mapping Builds Empathy AND RevenueCara Zorzi, Assoc. Dir. of Marketing, MD Anderson Cancer CenterJohn McKeever, President, Gelb Consulting Group, Inc.Conference 2011 Encore Series

August 16, 2pm ETWhat Patients Fear and Why We Have to KnowColleen Sweeney, Director of Ambassador and Customer Services, Memorial Hospital and Health SystemConference 2011 Encore Series

September 20, 2pm ET

Just the PFacts about Starting and Sustaining a PFAC (Patient and Family Advisory Council)Laurie Brown and Tara HendrixBusiness Process Consultants, BJC HealthCareConference 2011 Encore Series

Housekeeping

• Please note we will mute all phone lines• The presentation will run about 45-50 minutes with about 10-15

min for Q&A– Q&A will be conducted through the chat function so you can begin to

submit questions as they arise– Any questions not answered we will work to capture responses and share

with attendees

• There will be audio as part of this presentation that will only be audible through your computer speakers.

• Webinar materials and session recording will be available for all attendees (an email will notify you whenavailable with the appropriate link)

• The post webinar survey will be emailed shortlyfollowing the conclusion of this session


White Paper Series Webinar:Enhancing the Patient Experience through

the Use of Interactive TechnologyFeaturing:

Darrell Atkin, Skylight Healthcare Systems

Sharon Lewis, RN, MHA, Chief Nursing OfficerGlenwood Regional Medical Center, IASIS HealthcareResults of unit trials to improve HCAHPS scores around Nurse Communication and Communication on Medication

Nora Cain, Director of Stanford Health LibraryNisheeta Setlur, Project Manager-Process ExcellenceStanford University Hospital and ClinicsNoise at Night initiatives and resulting HCAHPS improvements

Kevin Meek, RN, BA, MHI, Clinical Information, Operations & Director of Orthopedics and NeurosciencesMercy Gilbert Medical Center, a member Catholic Healthcare WestUse of in-room Video Conferencing to enhance patient and family communications and connectivity


Hosted by Jason Wolf, Executive Director - The Beryl Institute

Interactive Technology – An Overview

• Brings an unprecedented range of services and control to the patients’ fingertips both inside and beyond their hospital room.

• Uses a two-way exchange of real-time information.

• Moves well beyond an “on-demand” network.• Engages patients in their care and

provides information that support them on their healing journey. They can…

• submit feedback and make requests, which become part of a highly efficient clinical workflow

• access information and education that involves and supports them in their care


Why Important to Patient Experience

With the emergence of interactive tools, we’re now seeing a new kind of patient experience.

Patients• become connected and engaged, with the

ability to immediately access servicesthey need

• actively participate in their care to promotehealing and support a smoother and fasterrecovery.

The implementation of this technology has shown some significant benefits to the entire patient experience continuum.


Enhancing the Patient Experience through the Use of Interactive Technology

Featuring:






Glenwood Regional Medical Center

Sharon Toler Lewis, RN, BSN, MHAChief Nursing Officer

Glenwood Regional Medical CenterWest Monroe, Louisiana 71291

(318) 329-4711 [email protected]

Skylight Utilization forHCAHPS Improvements

Glenwood Regional Medical Center

Timeframe:November 2010 through January 2011

Unit Participating:3 North (30 bed Medical Surgical Unit)

(All other units utilized Skylight as they normally do)

Goal:Increase HCAHPS scores through correlation with Skylight

utilization among nurses into their standard workflow. During trial period, nurses were required to incorporate 3 specific action items,

each correlating to an HCAHPS survey question.

Glenwood Utilization Trial RequirementsUtilization Trial Guidelines for 3N:

1. Nurses were committed to initiate in-house Room Orientation video for every patient. Ask the patient during 1st rounding if they have any questions about video. (video contains information on how to use Skylight and the various features)

2. Nurses will choose 2 health education videos specific to their patient’s needs. (Nurses were trained on accessing the patient dashboard)

3. The nurses ask the patient for any questions regarding their medication on rounds. Ticker messages are pushed twice daily at 11:45am and 5:00pm to initiate` questions about medications.

3N Unit HCAHPS Percentile Improvement from 14th to 95th percentile

HCAHPS ImprovementCommunication About Medications

3N Unit HCAHPS Percentile Improvement from 5th to 95th percentile

1. Announce Unit Champions2. Train at orientation and quarterly3. Market to the staff4. Post Skylight utilization results and correlate with

HCAHPS scores5. Do a time study showing time and energy saved

with Skylight6. Ask staff to create a video for the patients7. Support friendly competition8. Integrate Skylight educational videos into the

electronic record

Engaging the Nurses

More helpful hints Start slow Choose a unit and what you wish to measure Ensure negative individuals are removed quickly and

publicly praise those who see and recognize the opportunity to serve.

Celebrate, celebrate, celebrate!!


Featuring:






Noise Reduction Through Service Alerts

7.12.2011

Nora Cain, Director, Health [email protected]

Nisheeta Setlur, Project Manager, Process [email protected]

mailto:[email protected]�

mailto:[email protected]�

How satisfied are you with the HCAHPS noise score in your organization?

− (1-5, with 5 being best)

21

Polling Question Number 1

Background

Purpose:

− Gain real-time insight from patients on whether they’re able to rest

Benefits:

− Provide the opportunity to respond to and resolve any concerns while the patient is still within our care

− Provide patients with control over their environment

Outcomes:

− Improve patient experience scores

− Increase staff participation in service recovery

22

How It Works

23

The Outcome

24

Top box score for the period after the tool was implemented increased

7%

18%

38% 37%

6%

16%

38%40%

0%5%

10%15%20%25%30%35%40%45%

Never Sometimes Usually Always

Perc

ent o

f Res

pons

es

HCAHPS: Quietness of hospital environment Nov 09-Jul 10 (Pre) Aug 10-Apr 11 (Post)

25

Noise Service Alert Usage

Began push message

Began push message w/ direct link to alert

Began program

Push Messages:9 pm Ticker Message“If it is too loud for you to rest, please let us know by clicking on “How are you doing?” on your TV Main Menu. Or call 4-REST (4-7378) from your bedside phone.”

11 pm Popup Message“Too loud to rest? Click YES or call 4-REST (4-7378) from your bedside phone.”

Lessons Learned and Next Steps

26

Lessons Learned:

− Engage staff

− Follow up consistently

− Make the tool easily accessible

− Find creative ways to promote usage

Next Steps

− Close the loop pilot

Polling Question Number 2

Do you utilize a service alert system at your organization?

27


Featuring:






P R E S E N T E D B Y:

iCareChat – Enhancing Family and Clinician Relationships Around the Globe

Kevin Meek, RN BA MHIDirector, Orthopedics & NeurosciencesMercy Gilbert Medical Center

30

Conception to Current

• In September 2009, began iCareRounds with Orthopedic specialty physician group– Usage was minimal with difficult buy-in– Time v. Benefit not felt from surgeons

• Changed focus to more patient driven and family focused

• Installed cameras in 25 post-partum rooms• Worked closely with Skylight to develop a

new interface that was driven by the patient• Launched iCareChat March 31, 2010

31

Getting the Word Out

• Print material to be given out during pre-admission “tours”

32

Information / “How To” Sheets

• Provide step-by-step directions sheets for staff to follow along

• Held “training” sessions with staff for them to become familiar with the application

• Provided in-room support during initial Go-Live phase until staff was comfortable with supporting application

33

Information / “How To” Sheets

• Development of in-room instruction sheets

34

Customized Orientation Video

• Creation of customized informational orientation video for patients

35

Increased Utilization

• Created daily iCareChat message reminding/pushing patients to the orientation video

• Moved iCareChat up on the main menu

36

Providing Application Support Onsite

• Notification of iCareChat attempts and connections provides “real-time”monitoring and support if needed

37

iCareChat Orientation Video Views

• Orientation video launched in May

** This is a 25 bed unit **

0

20

40

60

80

100

120

140

160

May June July August

38

iCareChat Numbers and Percentages

0

10

20

30

40

50

60

April May June July August

39

Results to Patient Satisfaction

• Independent iCareChat survey to patients

•Conducted by volunteers

•50+ patients surveyed over a two month period

40


1. It was helpful to have an additional way to communicate

with my family/friends.

MGMC iCareChat Feedback (on a scale of 1-5)

5.0

4.8

4.9

4.8

5.0

2. I was satisfied with my video conference experience.

3. I found the application to be user friendly.

4. The video conference improved my overall

experience at the hospital.

5. I would recommend the use of this application to others.

41


– “The video conference improved my overall experience at the hospital.”

• 98% stated it improved their experience

– “I would recommend the use of this application to others.”

• 98% would recommend to others

– “Overall, I was very satisfied with the video session with my family/friend.”

• 100% satisfaction from patients surveyed

42

Action Taken from Feedback Surveys

– Greatest negative feedback was a facility problem related to patient phones

– Researched, purchased, and installed hospital approved speaker phones in all iCareChat rooms

43

Next Steps

• Install cameras in Pediatric/Adolescent unit for parents – Can be used for school teachers to connect

with students for lessons and visits from classmates

• Develop “mobile” cameras that can be deployed to any room in the facility– Reduces hardware costs– Enables all patients to benefit from system– Eliminates bandwidth concerns


A Special Thanks to…






Some Key Benefits

• Patient empowerment

• Personalized and relevant experience

• Promotion of patient education and healing

• Expanded entertainment amenities

• Support of quality improvementefforts and service recovery

• New marketing opportunities

• Redesign of the nursing process– time and efficiency


The Bottom Line

• The power of interactive technology is that it changes the very nature of the patient relationship

• As a result it is changing the very nature of patient experience, by providing

– more actionable information so hospitals can making the best decisions possible

– a level of service excellence that patients increasingly demand and expect


Questions


Upcoming Webinars


July 21, 2pm ETExperience Mapping Builds Empathy AND RevenueCara Zorzi, Assoc. Dir. of Marketing, MD Anderson Cancer CenterJohn McKeever, President, Gelb Consulting Group, Inc.Conference 2011 Encore Series

August 16, 2pm ETWhat Patients Fear and Why We Have to KnowColleen Sweeney, Director of Ambassador and Customer Services, Memorial Hospital and Health SystemConference 2011 Encore Series

September 20, 2pm ET

Just the PFacts about Starting and Sustaining a PFAC (Patient and Family Advisory Council)Laurie Brown and Tara HendrixBusiness Process Consultants, BJC HealthCareConference 2011 Encore Series

We invite you to Join us…The Beryl Institute is the leading community of practice for individuals and organizations committed to improving the Patient Experience. Through its efforts, the Institute:• Engages over 4100 members and guests from over 7 countries• Produces two monthly e-news features Patient Experience Newslink and Patient

Experience Monthly, sharing leading policy and practice around the patient experience• Publishes 6-8 comprehensive white papers a year and offers accompanying webinars• Supports 10 patient experience research grants• Conducts the leading benchmarking study on the state of patient experience• Hosts the annual Patient Experience Conference and Regional Roundtable gatherings

.



Thank you for participating!

Please keep your eyes open for a post webinar evaluation coming soon…



Documents

The Beryl Institute · Experience Conference!" Patient Experience Grant Program 2011 – Apply Today. Encourages and supports research into the: • Value of focusing on the patient