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JAMES MERLINO, MD Chief Experience Officer, Cleveland Clinic
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James Merlino, MD
Session #4:“Voice of the Patient”
Using Data to Transform the Patient Experience
Chief Experience Officer, Cleveland Clinic
““Patients First….Patients First….””““Patients First….Patients First….””
Main CampusMain CampusNurse CommunicationNurse Communication
Main CampusMain CampusNurse CommunicationNurse Communication
%ile
Source: CMS and Dashboard 1.31.14
Nurse CommunicationNurse CommunicationNurse CommunicationNurse Communication
Data Time Frame: Discharges between Q2 2012 – Q1 2013
Main CampusMain CampusDoctor CommunicationDoctor Communication
Main CampusMain CampusDoctor CommunicationDoctor Communication
%ile
Source: CMS and Press Ganey 5.1.14
Largest Hospitals in USDoctor CommunicationLargest Hospitals in USDoctor Communication
Healthcare providers Healthcare providers understand what their understand what their
““customercustomer”” – the patients, – the patients, wantwant??
Healthcare providers Healthcare providers understand what their understand what their
““customercustomer”” – the patients, – the patients, wantwant??
1) True2) False
Poll Question #1Poll Question #1Poll Question #1Poll Question #1
Leaders SurveyLeaders SurveyTop prioritiesTop priorities
Leaders SurveyLeaders SurveyTop prioritiesTop priorities
• New facilitiesNew facilities
• Quiet-time to ensure restQuiet-time to ensure rest
• Private roomsPrivate rooms
• Food on demandFood on demand
• Interactive bedside computersInteractive bedside computers
• Eliminate visiting hour restrictionsEliminate visiting hour restrictions
Patient DesiresPatient DesiresPatient DesiresPatient Desires
RespectRespectCommunication between staffCommunication between staff
Happy peopleHappy people
Patient EmotionsPatient EmotionsPatient EmotionsPatient Emotions
• StressfulStressful• AnxietyAnxiety• Fear – Terror !Fear – Terror !• UncertaintyUncertainty• ConfusionConfusion
…And the Family
Scale of Importance on SatisfactionScale of Importance on SatisfactionScale of Importance on SatisfactionScale of Importance on Satisfaction
Staff CaredDoctor concern for ComfortDoctor ExplainedInfo to care for self at homeDoc kept pt InformedNurse kept pt InformedInfo about DelaysFamily & friends kept InformedNurses attn to NeedsDoctor ListenedPain ControlDoctor CourtesyRespect for PrivacyNurses ListenedCourtesy to family & friends
Most important
Communication & Information
Global Sat., Concern, Empathy
Wait time before DoctorNurse CourtesyNurse concern for Privacy Staff permitted family & friends to be w/patientCleanlinessHelpfulness of person first asking about conditionWait time for Radiology Comfort during blood drawWait time before treatment areaComfort during RadPersonal Ins PrivacyRad Staff CourtesyWaiting Area ComfortEase to provide insuranceCourtesy taking ins.Wait time of staff notice
Less important
Nursing / ED Staff, Wait Times
Ancillary Care, Comfort, Administrative
Staff Behavior and Pain
What is the What is the mostmost important important factor driving improvement factor driving improvement
in healthcare delivery?in healthcare delivery?
What is the What is the mostmost important important factor driving improvement factor driving improvement
in healthcare delivery?in healthcare delivery?
a) Data transparencyb) Financial incentives for performancec) Improved leadership / management skillsd) Both 1 and 2e) Both 2 and 3
Poll Question #2Poll Question #2Poll Question #2Poll Question #2
Increasing AccountabilityIncreasing AccountabilityIncreasing AccountabilityIncreasing Accountability
Compared like Washing Machines
Quality – Based Payment Quality – Based Payment Reform InitiativesReform Initiatives
Quality – Based Payment Quality – Based Payment Reform InitiativesReform Initiatives
Inpatient Quality Reporting Requirement (IQR) 2% of APU
Value Based Purchasing 2%
Readmissions 3%
Meaningful Use 1%
Hospital Acquired Conditions 1%
VBP VBP
Hospital Acquired Conditions (DRG Demotions)
2010 201320122011 2017201620152014 2018
Every caregiver in an Every caregiver in an organization must be held organization must be held
accountable to accountable to organizational metrics?organizational metrics?
Every caregiver in an Every caregiver in an organization must be held organization must be held
accountable to accountable to organizational metrics?organizational metrics?
1) True2) False
Poll Question #3Poll Question #3Poll Question #3Poll Question #3
The Episode
The The ““360360””The The ““360360””
Manage the 360 ContinuumManage the 360 Continuum
Before After
Pre-admissionPre-admission
activityactivity
AdmissionAdmission DischargeDischarge
ActivitiesActivities
Follow upFollow up
carecare
Ongoing relationshipOngoing relationship
managementmanagement
Access
Calls V
isits
Billin
g
Ambulatory
Inpatient JourneyInpatient JourneyInpatient JourneyInpatient Journey
Hospital StayEvents / Procedures
Inpatient flowInpatient flowCaregiver PerspectiveCaregiver Perspective
Inpatient flowInpatient flowCaregiver PerspectiveCaregiver Perspective
data along the Continuum
Enterprise
Business Unit
HospitalInstituteDepartmentCenter
Floor / Unit
Leader
Manager
Individual
data along the Continuum
Strategic
Tactical
Operational
data d
ow
n th
e vertical
Enterprise viewEnterprise view
Institute viewInstitute view
Center view – Physician specific metrics
Unit view – Nurse and team specific metrics
TrendingTrending
Score - ScorecardScore - ScorecardScore - ScorecardScore - Scorecard
DDI PhysiciansDDI PhysiciansDoctor communication vs. Hospital ratingDoctor communication vs. Hospital rating
DDI PhysiciansDDI PhysiciansDoctor communication vs. Hospital ratingDoctor communication vs. Hospital rating
Good doctorBad hospital rating
Low CommunicationLow RatingLow Reputation
Poor Doctor CommunicationHigh Hospital Rating
Patient comments – Patient comments – anecdotes and verbatims anecdotes and verbatims
– – alonealone, can drive , can drive improvement!improvement!
Patient comments – Patient comments – anecdotes and verbatims anecdotes and verbatims
– – alonealone, can drive , can drive improvement!improvement!
1) True2) False
Poll Question #4Poll Question #4Poll Question #4Poll Question #4
VerbatimsVerbatimsVerbatimsVerbatims
• ““Never sure who my doctor was..Never sure who my doctor was..””• ““Surgeon never saw me – until I was very Surgeon never saw me – until I was very
criticalcritical””• ““Never saw my surgeon – only the fellowNever saw my surgeon – only the fellow””• ““Doctor had attitudeDoctor had attitude””• ““Doctor was rushedDoctor was rushed””• ““Too many doctors – I never new who was in Too many doctors – I never new who was in
charge.charge.””• ““ ----- group was backing out of the door as ----- group was backing out of the door as
my wife was asking questions – very rude.my wife was asking questions – very rude.””
Physician Patient CommentsPhysician Patient CommentsPhysician Patient CommentsPhysician Patient Comments
Negative49%
Positive43%
Mixed8%
N = 540
Opportunities for ImprovementOpportunities for ImprovementOpportunities for ImprovementOpportunities for Improvement
Coordination25%
Staff Dr Access24%
Explain20%
Attitude / Compassion
17%
Listening10%
Dr Time3%
Others1%
Doctor Communication Verbatims
72% Communication
• Purpose is transformationalPurpose is transformational
• Understand your customerUnderstand your customer
• TransparencyTransparency
• Collect data across the continuum and drive it Collect data across the continuum and drive it down the organizationdown the organization
• The The ““softsoft”” stuff counts! stuff counts!
Patients First….Patients First….Patients First….Patients First….
Analytic Insights
AQuestions &
Answers
Session Feedback Survey
38
1. On a scale of 1-5, how satisfied were you overall with the Glenn Steele / Geisinger session?
2. What feedback or suggestions do you have for the Glenn Steele / Geisinger session?
3. On a scale of 1-5, how satisfied were you overall with the Jim Merlino / Cleveland Clinic session?
4. What feedback or suggestions do you have for the Jim Merlino / Cleveland Clinic session?