Patient and Employee Engagement

Hospital staff and providers are often challenged by patients and families with complex psychosocial needs and limited coping skills. Many families are under great stress and we know this may impair their ability to cope effectively. This may be reflected in behaviors that staff and providers may characterize as challenging, disruptive to the patient’s care and at times, unsafe-verbally or physically. We’ll explore three tools employed at Seattle Children’s Hospital to mitigate challenging situations.

Learning Objectives:

• Learn about Partnership Plans as a respectful, patient-centered method to contract with patients and families
• Learn about proactive management of high risk situations through Psychosocial Rounds
• Review a job aid for staff to help manage a challenging phone call

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The national CAHPS Database is a public repository of CAHPS data offered as a free service by the U.S. Agency for Healthcare Research and Quality (AHRQ) to support comparisons of CAHPS survey results. The CAHPS Database compiles both CAHPS Health Plan and Clinician & Group (CG-CAHPS) Survey data. CAHPS survey users voluntarily submit their data to the CAHPS Database and receive access to comparative benchmarking reports through the Online Reporting System that displays overall, regional, and other benchmarks on a public website. Organizations that contribute data receive access to a password-protected portion of the website where they can generate custom reports for their practices, including a statistical comparison to the overall database average.

Learning Objectives:

• Learn how to use the national CAHPS Database as a free resource to identify patient experience improvement opportunities
• Understand the benefits and features of the CAHPS Database
• Explore examples of how the CAHPS Database has been used by health systems and medical practices to support improvement

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The way that we communicate is changing. Studies have shown that over 40% of the patient population access health related consumer reviews on social media. While patients are taking their health communication online, is your facility equipped to listen?

Outcomes:
• Pricing transparency forces increased focus on high quality patient experience
• The untapped potential of health care APIs
• Sophisticated patient journey mapping for clinical outcomes
• Traditional surveys replaced by frictionless feedback and social
• Predictive and directional analytics around unstructured data

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The explosion of new ways to interact with patients such as virtual assistants, SMS Text Response systems, and Live-Agent SOS are transforming the way you do business. We often think of Omni-channel as a new disruptive phenomenon. Disruption isn’t new, the pace of new disruptions is what’s new and different.
Learning to adapt to these new ideas and technology is critical to the success of next generation businesses. PTP will demonstrate how leaning forward to efficiently blend channels and approaches will maximize patient experience for service, assisted service and self-service.

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Patient- and Family-Centered Care depends on adaptable staff who can both quickly assess and then respond to the unique and diverse needs and preferences of their patients and families. In a fast-paced, widely diverse healthcare setting such as an urban teaching hospital, learning and absorbing the patient’s story is both an inspiring and daunting challenge. This Case Study Revolution will highlight some of the ways that Hennepin County Medical Center, an urban teaching hospital in Minneapolis, has implemented strategies to help staff focus on “the story.”

Challenges:
• Not enough time to truly know patients and their families
• How to understand and adapt to the diverse needs to patients and families from a wide range of backgrounds
• Standard work can get in the way of personalized care

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This presentation will cover the integration of different types of feedback systems, including real-time, predictive analytics, rounding software, interactive television, complaints, social media, and post discharge survey data. Generating meaningful input into your organization can greatly influence and nurture patient experience efforts and the culture of the organization, but it only pays dividends if it is integrated in the right ways.
This talk will uncover and discuss the following challenges:
• A mountain of feedback, now what do you do with it?
• How do you focus efforts in the right place at the right time and effectively track responsiveness to concerns in real-time?

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Presenters will share the building blocks of PEOC and SEOC curriculum and discuss challenges leading to culture change and beyond. Participants will identify key lessons learned that can be applied in transforming PEOC and SEOC within their organization and how to implement an approach to engaging frontline staff and leadership in improvement work.
Participants will learn:
• How integrating efforts on improving PEOC and transforming the work experience for staff simultaneously helps achieve customer patient experience and joy at work
• Strategies and tools to create a PEOC and SEOC curriculum; engage providers and staff to develop, implement and sustain the impact of the curriculum
• Fundamentals of patient communication such as Managing Up, key words at key times AIDET(Acknowledge, Introduce, Duration, Explain, Thank you) and Service recovery

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Physicians and architects developed a novel toolkit consisting of an application-based Survey instrument and sensors to measure environmental variables (temperature, sound, and light) while also mapping the presence and movement of patients and providers in an emergency department. The data visualization of movement patterns/behaviors, mapping and diagramming of occupants may provide an improved understanding of how to redesign clinical spaces to improve both patient and provider experience.
• How high resolution, spatially explicit data on how occupants (patients, providers, and clinical
staff) behave in a clinic or hospital can affect the delivery of healthcare
• How to use GIS (geographic information system) to map healthcare spaces
• How to use sensors to measure environmental variables such as temperature, light and sound

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Potential Topics
1. Surviving the omni-channel explosion
Moderator: Keith Taylor, Director of Customer Experience Management, PTP
2. The value of leadership engagement in rounding
Moderators: Sven Gierlinger, Chief Experience Officer, Northwell Health

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As a patient experience executive, it is your responsibility to prioritize patient experience initiatives and promote a patient-centric value proposition throughout your organization. This is your opportunity to gain honest feedback, debate strategic ideas and share high level insights in a closed door forum.

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