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Transforming Experience: Structure, Strategy & Sustainment
Sven Gierlinger, Chief Experience Officer
Agnes Barden, DNP, RN, CPXP – VP Patient Experience
Northwell Health | March 2018
Patient Story
• 23 hospitals (6 tertiary)
• Children’s hospital
• 2 psychiatric hospitals
• 4 nursing/sub acute facilities
• Over 600 ambulatory locations
• 15,000 affiliated physicians
• 3,900 member physician medical
group
• Broad geographic coverage
• 10.8 million population
• Provides care to 4 million persons
• 28% inpatient share
• $11 billion revenue
• “A” rated
• 63,500 employees*
• Largest private employer NYS
• Major academic &research
center
• Comprehensive and full
continuum of care
• A continuously growing
footprint*Inclusive of affiliates, 58,000 Northwell Health employees
© 2017; Northwell Health, Lake Success NY 11042
© 2017; Northwell Health, Lake Success NY 11042
© 2017; Northwell Health, Lake Success NY 11042
Consumerismin health care requires new
thinking , new culture and new
practice.
“We must realize we are now in
the customer service business.”
“We are in competition for the
customers’ attention and
satisfaction.”
“What they want versus what
we provide.”
“We have a technologically
empowered new generation of
customers.”
Leadership Rally |Madison Square Garden Theater, NYC
Call to action
Focus on patient experience, innovation & leadership
4,000+ leaders gathered to drive healthcare forward
Governing Structure of Patient & Customer Experience
11
Office of
Patient &
Customer
Experience
• Chaired by CEO & CXO
• Senior leaders: COO, Regional SVPs, CHRO, CMO, CNO, CLO & other key stakeholders
Senior Patient & Customer Executive Steering Committee
• Culture Leader Council
• Data Owner Council
• Support Service Council
• Patient & Family Partnership Council
Office of Patient & Customer Experience • Executive Directors
• Medical Directors Committee
• Chairs Council
• System Nurse Executive Council
• System PICG/Quality
• Digital PX
• Diversity & Inclusion Council
• Collaborative Care Councils
Collaborations, Partnerships &
Advisory Functions
© 2017; Northwell Health, Lake Success NY 11042
© 2017; Northwell Health, Lake Success NY 11042
© 2017; Northwell Health, Lake Success NY 11042
PX Composite MeasureA Comprehensive Approach to Service Accountability
15
Standard ReportingInternal Dashboards
CMS HCAHPS Star RatingsForecast Reporting
Month Day, Year 17
Getting From Good to GreatDeep Dive Patient Interviews: A Pragmatic Approach
Background
• The healthcare landscape is shifting from pay-for-performance to value based
purchasing; focus is on achieving Top Box
• Northwell OPCE wanted to explore why a patient would rate ‘definitely recommend’
vs. ‘probably recommend.’ Q: What impacts that decision?
Methodology
• Interview discharged patients who rated HCAHPS ‘probably recommend the hospital’
and ‘definitely recommend the hospital’
• Perform sentiment analysis and collated reoccurring themes
Findings
• Overall experience is influenced by many factors
• Reoccurring themes: behavior, processes, environmental factors
• Individual interaction can overshadow collective experience
18
© 2017; Northwell Health, Lake Success NY 11042
Culture LeaderNetwork of 57 PX Leaders & Influencers
Selection Criteria
Report directly to CEO/VP
Monthly meetings
Ongoing development
Shared Work Teams
Patient & Family Partnership Council Our true North
The “voice” of former patients and families
Hospital and Service Line Councils
Corporate Council (Brand, Webpage, Billing, Innovation)
© 2017; Northwell Health, Lake Success NY 11042
Education & Research
Relationship Centered
Communication
PX Research
Culture of C.A.R.E.
Education, Policy &
Competency
Physician PX EngagementA Novel Physician Structure
Office of Patient & Customer Experience
System Medical Director, Patient
Experience
Physician Leadership
Medical Directors
NWHPP
Residents
CLI
Zucker School of Medicine at
Hofstra Northwell University
Local Physician Leaders &
Influencers
Train-the-Trainer Model
Vision CascadeAlignmentPartnershipsLeadership
Relationship Centered Communication (RCC) A Comprehensive Strategy
Buy-In & Commitment Organizational & Leadership
Train-the-Trainer ModelSelection; local leaders , influencers & role models
Evidence-based CurriculumZucker School of Medicine at Hofstra/Northwell & AACH
Program DeploymentSmall groups; role-play with coaching model; research
SustainmentCommunities of Learning & Practice
RCC Sustainment Maintaining Skills & Building Upon Momentum
Communities of Learning & Practice
Dedicated time at local site-level
- Led by local RCC faculty
- Skills practice
- Open discussion
- Real-time coaching & mentorship
- Peer-to-Peer support
+ 6 percentile pointsBiggest HCAHPS domain
increase for Northwell
’16 – ’17
Research Studies
IRB Study #1
Hypothesis: Facilitators who successfully complete the training
program will demonstrate improvement in their ability to teach
relationship-centered communication skills to colleagues.
Findings: Facilitator communication skills showed significant
improvement for 2 of the 3 subscales.
IRB Study #2 (2018 Beryl Institute Research Grant Recipient)
Hypothesis: subjects who successfully complete the educational
program will self-identify a decrease in burnout and an increase in
patient-centeredness orientation and engagement.
Implementation: November 2017 and ongoing throughout 2018
© 2017; Northwell Health, Lake Success NY 11042
Innovation
Food Transformation
Real-Time Feedback
dPX
Digital Front Door & Access
Turning Hospital Food from Liability to AssetA Collaborative Structure
Fiscal
ResponsibilityCulture of
C.A.R.E.Wellness
Brand Promise
Our Food Transformation A Holistic Strategy
Partnerships: Vision & Leadership
Engagement: Talent & Development
Operations: Focus on quality & consistency
Procurement: Fiscal responsibility
Communications: Education, Promotion & Recognition
Measurement: Dashboards & Performance Improvement
Northwell Health
All PG Database Rank
© 2017; Northwell Health, Lake Success NY 11042
36
Thank You
Northwell Health
Office of Patient & Customer Experience
2000 Marcus Avenue | New Hyde Park, NY 11042
experience@northwell.edu
www.northwell.edu/patientexperience
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