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Hardwiring Service Excellence

Hayley McCraney

Director of Patient & Guest Experience

UC Irvine Health

Discover ▪ Teach ▪ HealDiscover ▪ Teach ▪ Heal


• UC Irvine’s service culture

• Keys to success

• ARI²SE Service Excellence training

• Outcomes

• Supporting Innovations


UC Irvine’s Service Culture


Keys to Success

1. Engaged C-Suite

• CEO, Terry Belmont

– Re-defined mission, vision and values

– Voices support weekly

– Includes service in goals

• Re-organized reporting structure before launch of service training


Keys to Success

2. Excellence in the Details

• Marketing theme and logo

• Not a “program/ project”

• Unique launch week

• Special training invitation

• Original printed materials and giveaways

• Infectious positivity at all times in words and actions


ARI²SE Service Excellence Launch


• ARI²SE Service Excellence Pocket guide

• Enthusiastic arrival to work

• Staff lunch celebrations

• ARI²SE Service Excellence Pocket guide

• ARI²SE Logo-ed giveaways

• Hosted by CEO, Dean & Patient Exp. Ops Committee

Keys to Success


3. Physicians Included

• Doctors are leaders

• Multi-disciplinary teams with varied technical levels in all sessions

• Our physicians have carried the messages forward

• Examples…

Physician Engagement

Patient care focused pocket guide created by our physicians & nurses


Physician Engagement • Doctors leading the patient

experience discussion

• Customized MD dashboard

• Dear Doctor notepads


Service Excellence Model

CUSTOMERS Patients

Families

Visitors

Vendors

Guests

Community

INCREASED Patient loyalty

Reputation

Revenue

Education

Donations

EMPLOYEES Peers

Direct reports

Across departments

Managers

School of Medicine

UC Irvine staff

Service

Excellence

The way we

treat

EACH OTHER

will exemplify

the way we

treat our

PATIENTS!!!


Leading ARI²SE Service Excellence


Leadership Course • Welcome by CEO • Pocket Guide on pillars of our

service culture • Highly interactive • Focus: How We Show We Care • Examples…

Perception IS Reality

There is a strong correlation between overall patient satisfaction with their provider and their perceived level of

communication.

Improved nurse and physician communication leads to a better patient perception of pain management.

Polished Communication Builds Trust


“He told me about the whole procedure,

what it entailed, the recovery, the risks,

his training, where he went to college.

I felt like I would be a priority to him, that he had my best

interests in mind. It’s hard to find a doctor you trust, Dr. Kim has set the

bar pretty high.”

said Shannon Dargenzio about Dr. Jason H. Kim.


Build Trust

• Why do we connect with some people and not with others?

• What does my body tell my customer, patient, co-worker?

Quiz: Right or left…


Who cares more?


Who represents you best?


Which team do you want to work with?


Who has been expecting you?


Who do you want to see again?


Our professional

image is perceived in

3 seconds


Arrogant


Welcoming


Impatient


Engaged


How we SHOW we CARE

1. We make eye contact & smile.

2. We make introductions.

3. We guide guests.

4. We treat our patients, guests and each other like family.

5. We ask “Is there anything else I may assist you with? I have time.”


ARI²SE Values

Accountability: Be a Role Model • Take responsibility • Pay attention to detail • Follow through

Respect: Be Present • Honor your surroundings • Foster courtesy • Celebrate diversity

Integrity: Be Honest • Work efficiently • Make the right decision • Value confidentiality


ARI²SE Values

Innovation: Be Creative • Initiate change • Solve problems • Empower

Service: Be Professional • Polished communication • Work as a team • Express empathy & apologize

Excellence: Be Elite • Practice humility • Embrace greatness • Exceed expectations


Patient Experience

“Everyone knows that great customer service is a

hallmark of highly successful businesses. But great

customer service in HEALTHCARE is more than “good business” – it allows

us to touch the lives of people at a time when they

are most vulnerable and where one simple act of kindness can mean the

difference between despair and hope.”

Teresa Conk, CSO


Daily Huddles

• Multi-disciplinary • Cross-section of staff • Reinforce ARI²SE values • Increase recognition • Drive accountability


Hardwiring ARI²SE Service Excellence


Frontline staff training

• Cross section of staff

• Utilize existing meetings

• Customized curriculum

• Voice of the patient is heard

• Examples…

How We Show We Care

“If there is one way to summarize what I consider great service, it would be that level of service that I

wish for my mother or father if they were patients. Said otherwise, we should

treat each and every patient as if they were our family.”

Dr. Bill Barron, CMO


Why do we have locker rooms?


What comes to mind?


What are they known for?


What does the media say?


What are YOU known for? Integrity: Be Honest

•Dress with Pride •Value confidentiality •On stage vs. off stage •Beyond HIPPA You are the author of

your own reputation!


Outcomes: HCAHPS OVERALL RATING What number 0-10 would you use to rate this hospital?

• National 50th Percentile Top Box response = 68% • UC Irvine top box response VBP baseline (July ’09-June ‘10) = 70% • UC Irvine top box response last year (July ’10- June ’11) = 74% • UC Irvine top box response post training (July ’11- Nov. ’11) = 77.01%

COMMUNICATION WITH DOCTORS Physician communication composite is consistently improving:

• National 50th Percentile Top Box response = 80% • UC Irvine top box response VBP baseline (July ’09-June ‘10) = 74% • UC Irvine top box response last year (July ’10- June ’11) = 77% • UC Irvine top box response post training (July ’11- Nov. ’11) = 78.92%


Overall Rating

65.00%

70.00%

75.00%

80.00%

85.00%

VBP Baseline

Last Year July Aug

Sept Oct

Nov

70%

74% 75.81% 79.28%

75% 77.19% 77.78%

Month 50th % Training Launch


68%

Communication with Doctor


65.00%

70.00%

75.00%

80.00%

85.00%

VBP Baseline

Last Year July Aug Sept Oct Nov

70%

74%

74.51%

81.17% 75%

78.35% 79.52%


80%

Supporting Innovations

HCAHPS Composite Teams • Cross-section of staff • Executives and Physicians

included and championed by staff other than patient experience team

Clean & Quiet composite • Personalized tent cards

address the 6 priorities • Implemented “Quiet Hours”

typically 2:00pm-4:00 pm


Clean & Quiet Outcomes

CLEAN & QUIET Our composite score on environment is consistently improving:

• National 50th Percentile Top Box response = 64.5% • UC Irvine top box response VBP baseline (July ’09-June ‘10) = 65% • UC Irvine top box response last year (July ’10- June ’11) = 66% • UC Irvine top box response post training (July ’11- Nov. ’11) = 69.31%

• Monthly service focus in EVS staff meetings

• Comments about friendly EVS Staff

• EVS staff included in unit daily Huddles


Clean & Quiet

60.00%

65.00%

70.00%

75.00%

80.00%

VBP Baseline

Last Year July Aug Sept Oct

Nov

70%

74% 66.82%

69.73%

75%

68.95% 67.23%



64.5%

Supporting Innovations • Limited English Proficiency

Rounding

• Daily 2nd Day Inpatient Rounding

• Weekly Leadership Rounding

• Expanded Volunteer Services: • Music to Heal, pet therapy

and patient discharges, way finding assistance and greeters


Supporting Innovations

Care Connect • Concierge service launched in Aug. 2010 including nurse

navigators, care liaisons and leadership support • Focused on friends and family of UC Irvine


Supporting Innovations Our Patient Experience team • Director of Patient & Guest Experience

• Assistant Director of Patient Experience

• Senior Analyst of Patient Experience

• Customer Service

• Rounding Coordinator


THANK YOU!!!


Hayley McCraney

Director of Patient & Guest Experience

UC Irvine Health


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