improving patient experience - our blogs and newslettersblogs.cooperhealth.org › ctd › files ›...

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

le R

an

k

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