presented by: peter cunningham, m.d. sheri nemec creating a culture of service at austin medical...
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Presented by:Peter Cunningham, M.D.Sheri Nemec
Creating a Culture of Service at
Austin Medical Center
We tried many things to improve service over the years!
FISH! Training
Give ‘em a pickle!
Attitude training
Teamwork training
Smile training
…and countless others !
Patient Satisfaction data arrives…
• Mayo Health System initiates plan for all MHS sites to participate in survey process
• July 2006 – AMC contracted with Press Ganey as patient satisfaction survey vendor
• Began surveying Medical Practice, Inpatient and Emergency Department patients
Medical Practice - 2007 Likelihood of Recommending
All clinics are rolled-up into respective MHS main sites
90th Percentile Goal = 90th Rank
Each bar represents a Mayo Health System site
Inpatient - 2007Likelihood of Recommending
All satellite hospitals are rolled-up into respective MHS main sites
90th Percentile Goal = 90th Rank
Each bar represents a Mayo Health System site
Next Steps in our Journey…
• Data helped AMC realize that although we said service was important, it had not had the level of focus needed:
• Service and patient satisfaction needed to be elevated in importance.
• Creating a culture of service would require dedicated resources and support.
Exploring Best Practices
• Luther-Midelfort – MHS service strategy
• Studer Group methodology – AIDET– All Mayo/MHS sites trained ED’s
• High performing sites had: – service on strategic plan– Time and resources devoted– Alignment across organization
Creating a Strategic Plan for Service
Creating a Strategic Plan for Service
2008 - Service Becomes Part of the AMC Strategic Plan
•Goal = Achieve top patient satisfaction– Be at or above the 90th percentile
in patient satisfaction when compared to our peers by 2013
– Annual goals set
Strategic Plan for Service = Creation of AMC Service
Team
Strategic Plan for Service = Creation of AMC Service
Team
AMC Service Team
Co-Chairs:• VP Clinic Operations
Team Member Roles:• Physicians – 3• Hospital nurse• Clinic nurse• Vice President – 2• CAO• Medical Director
• Physician
• Human Resources director
• Registration manager• Staff Development
manager
Building Blocks of the Customer Service Infrastructure
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
• Service Team met every 2 weeks to create structure
• Modeled after Luther-Midelfort MHS • Each block has service team
member as leader• Set timelines for each block
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
A Closer Look at the Service Infrastructure
Building Blocks
A Closer Look at the Service Infrastructure
Building Blocks
Service Excellence Department (October 2007-January 2008)
• Manager of Patient/Customer Relations– Support departments as they improve
customer satisfaction/service– Feedback Management Process– Patient Satisfaction Survey process– Lead Service Training / Service Coaches– Assist service team with moving strategy
forward
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Creation of AMC Service Purpose and Promise
(October 2007)
Creation of AMC Service Purpose and Promise
(October 2007)
Service Purpose and Promise
A mission statement for Service –
“Austin Medical Center will provide a compassionate,
respectful, and caring experience every time.”
Service Purpose and Promise
• A service credo –
“Caring Experiences, Every Time”
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
AMC Service Principles AMC Service Principles
Service Principles(October 2007)
Care for Our Care for Our Patient and FamilyPatient and Family
(The needs of the (The needs of the patient come first)patient come first)
Care for Care for the Organizationthe Organization
Care for Care for Each OtherEach Other
Service Service PrinciplesPrinciples
Service Behaviors-The Visible Part of
Service(Oct. 2007-Jan. 2008)
Service Behaviors-The Visible Part of
Service(Oct. 2007-Jan. 2008)
Service Behaviors
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Service Behaviors
• Service behaviors that demonstrate “Care for Our Patient and Family”
• Treat patients as you would want to be treated• Be informed• Respect and value their time, dignity, privacy• Sense people’s needs before they ask• Acknowledge people’s feelings• Introduce yourself• Involve the patient – nothing about me without me• Explain what is happening / Listen closely & clarify
Service Behaviors
• Service behaviors that demonstrate “Care for Each Other”
• Be respectful• Recognize the efforts of others• Take ownership – no blaming or finger pointing• Value each other’s differences• Help each other out• Listen to understand• Acknowledge people’s feelings
Service Behaviors
• Service behaviors that demonstrate
“Care for Our Organization”
• Honor our legacy• Be an ambassador• Demonstrate commitment
Feedback Management System(January 2008)
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Feedback Management System
Feedback Management System
• Purchased electronic system to standardize the process of reporting/documenting patient & family feedback.
• Wanted ability to do analysis and trending of all concerns entered into the system.
• Created a standardized process for reviewing, documenting and responding to complaints and grievances.
Measuring and Benchmarking(2006)
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Measurement/BenchmarkingPress Ganey Survey
• Prior to 2006 only had annual survey data available for medical practice providers
• Gained ability to access timely patient satisfaction data 24/7
• Send weekly comments to leaders/staff• Leaders and coaches have full access to data • Leaders/coaches use data to create work
plans and improve service• Providers receive data on regular basis
Measurement - Communicating Pt. Satisfaction Information
• Quarterly satisfaction scores for all surveys are posted:– in the cafeteria (public access)– in all departments– on intranet site
• Snapshots (standardized for use across MHS) shared with departments and providers
Response Guidelines(October 2007-January 2008)
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Verbal and Behavioral Response Guidelines
• Service Team adapted guidelines to fit AMC culture
• Departments customize to fit• Intent is to consistently respond to
patients and families in a courteous, respectful & professional manner
• Response guidelines includes using key behaviors, phrases and words
• Created for high volume interactions- greetings, telephone, privacy, etc.
On-line Resources –Available for All Staff
Relating to Service(March 2009 – ongoing)
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
On-line Resources
Service
Excellence Intranet Page
Hiring for Service Skills:Getting the right people
on the bus(January 2008-March 2009)
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Hiring for Service Skills
• Interview process includes focused questions on service skills
• Job descriptions include service behavior and skill competencies
• Service expectations and building blocks training at new staff orientation
Service Accountability(January 2008 – January 2010)
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Service Accountability
• Leader Rounding (staff) planned in 2009 and implemented in 2010 to support service behavior integration at the front line level
• Staff evaluations include core competencies of service principles, service behaviors and skills taught at service classes
Service Coaches(January 2008 – ongoing)
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Service Coaches
• Assist with education & application of concepts related to service within specific area of work/department
• Share customer satisfaction results with department
• Identify areas of service vulnerabilities & improvements within the work area
• Model, support and promote service culture
• Network and share best practices
Service Training for All Staff(March 2008-June 2009)
Service AccountabilityService Accountability
On-line ResourcesOn-line Resources
Service Department Service Purpose and Promise Service Principles
Feedback Management System
Service Coaches Service Training
Hiring for Service SkillsHiring for Service Skills
Response GuidelinesMeasuring and Benchmarking
Service Behaviors
Service Skills Training
• Luther-Midelfort shared service class content (observed classes onsite at L-M as well)
• Modified content to fit AMC culture and outcomes we wanted to achieve
• 5 classes – each delivered over 1 quarter
• Trained 30 internal staff as instructors • Each quarter offered 32 class sessions to
train 950 staff• Created focus, alignment and momentum
Service Skills Classes
• Orientation to Customer Service• First Impressions• Effective Communication (AIDET)• Service as a Team• Service Recovery
Sustaining:• Review service skills via Service Coaches• Service classes for new staff - quarterly
Patient Satisfaction Progress to Goal –
Medical Practice Overall
Q4 2009 data
Patient Satisfaction Progress to Goal – Inpatient Overall
Q4 2009 data
Next Steps: Strategic Plan for Service 2010
• Create incentives that support achievement of AMC service goals
• Evaluate and adapt recognition process to be inclusive to all staff
• Develop process or approach to customer segmentation
Continue Partnership & Alignment at System Level
• Continue to meet with system sites via service director meetings
• Continue engagement of providers with leadership from Physician Champions
• Work to spread best practices across system and regional sites
• Staff engagement–PG Regional/ National conferences and
local retreats
Questions?
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