…in Admissions

Data sampling span July 1- Oct 21,2012

BIGBIG

competition!competition!

Scripting in Scheduling Scripting in Scheduling Support the PG Question: Ease of Making an Appointment

Schedulers say:“Lets make an appointment that is Easy & Convenient for you”

If at all possible accommodate the patient today as an Add on with your Radiology/ Cardio department support.

Accommodate drop in/ Onsite patients: Mammo, Dexa or those service that do not require a precertification process

Expanded hours- evening and weekend hours has = more volumeKeep the departments up with booking patterns

Trace- Are you recording the call? ◦ Random review the interaction for Quality◦ Who is doing the talking? Staff or Caller- Its should be BOTH

Transfer patient appointment calls to PAIC to pre-reg Appointment reminders are mailed out Daily

What can I do What can I do today?today?

The team can do Easy things!◦Make Eye Contact- throughout the conversation◦Anticipate Helping-

Wheelchair, pillows, ice Blankets, a little coffee?

◦Random Act of Kindness◦Offer sincere compliments◦Add a little humor- when appropriate◦Smile Always….

All the statistics in the world can't measure the warmth of a smile.  ~Chris Hart

Every TimeEvery Time

Use the patients nameBe a problem solver!

◦Find a Winning outcome ◦What can I do? vs. “Can’t”

Be welcoming◦Be the First one to Speak ◦& the Last one- especially the Front person/Receptionist

Every- Every TimeEvery- Every Time◦Set the Expectation of the Journey

“I have your paperwork ready for you to review and sign” “If you will have a seat for a few minutes, we can wrap up your insurance

paperwork. “Would you like to get a quick coffee or snack?” Only when the wait time

exceeds 20 minutes. < No snack! We also use the courtesy coupons for other issues

Crying toddler, elderly patient, diabetic, long day at appointments…expense rarely is more than $20 or so each month.

Set the Expectation…Set the Expectation…

Patients wonder - What am I waiting for

We say: We have a little paperwork to review for insurance, and you will be on

your way.” “That was fast! We are all finished with Registration & ready to go to

the service area. Do you have any questions before we go?” Try not to draw attention to the “wait”

Every day~ Every dayEvery day~ Every day

Leadership Rounding- EVERY day you should be visible and walk through.◦Ask what's going on?◦Sit in the area ◦Prepare! ◦What is your Census? ◦How many laboring Moms?◦What does the ER look like?◦What's broken equipment wise? Status on tickets…

◦Check tomorrows schedule- do you need to slide staff early/ late?

See what the patient Sees See what the patient Sees

How often do you step out of site?◦Where are you going? Did you say?◦Can the patient still see you?◦Move the FAX machine for easier

viewing?◦Where is the printer?◦You are ALWAYS

“ on camera”

Scripting in ER Scripting in ER ER Team says: “Lets pull this door shut for your Privacy”

ER Team action: Prepare for shift with a Shift Huddle- all staff report to workroom at :45 shift change for update.

What’s going on? What needs to be done? Who is on shift?

Support Press Ganey questions regarding:◦Helpfulness of the staff◦Concern for Privacy◦Privacy felt when asked for your

personal/financial information

More Scripting for Main- More Scripting for Main- Plant the idea… Plant the idea…

Whenever possible say:◦ “We have no wait- Lets register now”◦ “It will be just a few minutes for registration. If you will have a seat we

will call you in a few minutes to finish up your insurance paperwork” Call for backup staff if the wait exceeds 20 minutes.

◦ What is your on-site back up plan? i.e. Temporary re-location of staff to push through the short volume increase. Cross train it’s a lifesaver!

Support questions on Press Ganey regarding:◦ Speed and efficiency of on-site registration◦ Wait time in on-site registration◦ Courtesy & Helpfulness (staff)

THSW ER 2011 Overall ED Dept vs. PAS ScoreTHSW ER 2011 Overall ED Dept vs. PAS Score

Review the Top 10 Priorities Review the Top 10 Priorities (ER)(ER)

AS Scoring 2011AS Scoring 2011

AS Top 10 OpportunitiesAS Top 10 Opportunities

2011 OP Services2011 OP Services

SW Top 10 OP Opportunities SW Top 10 OP Opportunities 20112011

20112011

What is your Impact to the Score?

How do I influence the outcome?

You do Influence Positive You do Influence Positive Patient PerceptionPatient Perception

Let’s spend more energy moving Pt Scores into the 4 & 5 range!•Ask for the Score on a compliment “I hope you will fill out a survey and share those nice comments. Thank you for taking time to tell me today.”•Handle concerns “on the spot” and they don’t grow into larger problems. •Set the expectation of patients responding to the survey

Watch and ListenWatch and Listen

Which do you think patients prefer?

◦Stand up desk?◦Sitting station?

All stations are now sittingwith the exception of Express

Go with the “Pre-Reg”Go with the “Pre-Reg”

Use your Express WindowPre-Print & Alpha- Forms/Labels day Prior

Trust the information from “Pre”- No Repeats

Tell the patient “Ms. Smyth? Yes we are expecting you today” (yes- the smile is required)

“I have your paperwork all ready for you”

Cheers & Jeers Cheers & Jeers emailsemails

Its all in the Details and Right or Wrong- these are the perception We call them Cheers & Jeers

The tough ones…The tough ones…

Hire the right person- one person has impactConsider you length of shift 10/12/8?Re-arrange team by skill setInterview the “TP” Interview more than 4 peopleCross train your staff

◦For you◦For them◦For the department

Make hard decisions when you have to.

Sleep at night

Kamesha DanielsNoticed an elderly patient was shaking during

the registration process. When asked if he was alright, he shared that he was diabetic and had been at the Dr office all morning.

Kamesha asked if we could get him a snack …pretty Easy!

Betty Durante/ SW financial counselor◦Recently got a handwritten card from the

daughter of a patients family, thanking her for all the help during his stay. She was able to get him qualified for JPS future care

…All in a days work

Terri Williams◦Helped a new Mom & Dad who forgot to bring

the babies formula. Mom hurried off to the store for a quick purchase, but the baby cried & cried. Terri went to check ER supply and found the type of formula baby used...

◦She even held the baby because the new Dad was so shook up.

Customer for Life? We think so!

Natalie Sourjohn Recently bought an elderly guest breakfast

while he waited for his wife’s procedure to finish. He was in the lobby when she arrived for her early morning shift and he had been up all night worrying.

…Random act of kindness

Get Involved – Participate!Get Involved – Participate!

And-And- That That is…. is….