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Improving Patient Experience through Provider Engagement
HOW WE GOT THERE: TACTICS AND INITIATIVES
1. Physician and APP Champions Recruited 15 Patient Experience Champions
across various departments and divisions
2. Train-the-Trainer Model Provided best-practices and coaching
3. Quarterly Workshops AIDET® workshop on Physician
Communication (attended by over 160
providers)
4. Quarterly Recognition Boards Post list of top decile physicians and patient
comments
5. Quarterly LDI Education on patient experience tools and
tactics (rounding, stop light reports®, etc.)
Include APP’s in engagement committee
Recruit new volunteer champions
The “Quarterly Physician Workshop” model was used for a small group of providers
who were struggling in Physician Communication (CGCAHPS). This model has been
greatly successful in improving Physician Communication scores.
OUR CALL TO ACTION
THE OUTCOMES WE REALIZED
OTHER OBSERVATIONS
Multiple studies have shown a strong association between
patient experience and clinical outcomes (1-3). Working with the
tactics above, we have been able to increase engagement within
our provider, which has in turn helped us to realize significant
gains in patient experience. Ultimately, this has enabled us to
make significant strides in our journey to excellence.
WHY IS THIS IMPORTANT?
WHAT’S NEXT?
We partnered with the Studer Group to help us accelerate our journey to excellence. Our patient
safety and quality outcomes were already great, though we continued to struggle with sub-par outcomes in patient experience and employee /physician engagement.
I. Improvements in Physician Engagement
II. Improvements in Patient Experience: Physician Communication
III. Improvement in Patient Experience: Other Domains /Composites
ABOUT US
2015 Physician Communication - Outpatient
48%le (CGCAHPS)
2014 Physician Engagement
23%le (Advisory Group)
2015 Physician Communication - Inpatient
25%le (HCAHPS)
2015 Physician Communication - ED
11%le (Press Ganey)
87.3% 90.6% 3-month
We’ve seen an average improvement of 17%le points
Consistency is the Key.
Improving clinical outcomes
through provider engagement and
patient experience
29%
40%
35%
21%25%
15%
21% 20%
32% 33%
38%
46%44%
31%
36%
21%
44%
33%
21%
45%
55% 54%
64%
45%
60%
35%
61%
43%
37%
51%
0%
10%
20%
30%
40%
50%
60%
70%
Rate hospital 0-10 Recommend thehospital
COMM W/NURSES
RESPONSE OFHOSP STAFF
COMM W/DOCTORS
HOSPITALENVIRONMENT
PAINMANAGEMENT
COMM ABOUTMEDICINES
DISCHARGEINFORMATION
CARETRANSITIONS
Pe
rce
nti
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2015 2016 20171Q
AIDET® Training for Providers of all levels
Improve provider–nurse communication
6. Monthly Physician Scorecard Provided CGCAHPS scores to physicians via email and
posted results on intranet (blog)
7. Monthly Department Meetings Incorporated employee rounding and stop-light reports®
into division /department meetings
8. Resident Education Validate communication tactics
Webex education
9. Physician Engagement Committee To champion physician engagement efforts
10.Two-way Communication Channels Feedback and follow-up to physician concerns
Some References:
1) Trzeciak S., Gaughan J., Bosire J. and Mazzarelli A., “Association Between Medicare
Summary Star Ratings for Patient Experience and Clinical Outcomes in US
Hospitals”, Journal of Patient Experience, 2016; Vol. 3(1): pp6-9
2) Trzeciak S., Gaughan J., Bosire J., Angelo M., Holzberg A. and Mazzarelli A.,
“Association Between Medicare Star Ratings for Patient Experience and Medicare
Spending per Beneficiary for United States Hospitals”, Journal of Patient
Experience, 2017; Vol. 4 (1): pp17-21
3) Manary MP., Boulding W., Staelin R. and Glickman SW., “The Patient Experience and
Health Outcomes”, New England Journal of Medicine, 2013; 368(3): pp201-03
Mark Angelo, MD; Joshua Bosire; Adam Holzberg, DO; Anthony Mazzarelli, MD; Tara Cassidy-Smith, MD; Preeti Sudheendra, MD; Stephen Trzeciak, MD and Jady Yao