Mission Control: Driving Patient

Satisfaction by Transforming the Caregiver Experience

Greg Berney, Senior Manager of Patient Experience, Cone Health

Chaise Camp, Senior Manager of Patient Experience, Cone Health

Who We Are…

Who We Are…• One of the region’s largest and most comprehensive systems.

• More than 100 interconnected locations, including:– Six hospitals.

– Two MedCenters.

– Three urgent care centers.

– 90 physician practice sites.

– Multiple centers of excellence.

• Team includes:

– 10,650 employees

– 1,300 physicians

– 1,200 volunteers

Who We Are…

Mission Control

Mission Control ED

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Patient Satisfaction by Quarter (D/C Date)

Mission Control begins mid quarter.

Mission Control IP

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Patient Satisfaction by Quarter (D/C Date)

Mission Control begins at end of quarter.

Staffing

Documentation

Equipment

Manager

Trust

Time

Colleagues

Coffee

Security

“We Just Need to Motivate our Staff”

Motivation is key, but not a problem

Mission Control

Design with End User In Mind

The Mission Control Team

Department Director Department Assistant Manager

Facilitator“One-up” Leader

Others as projects warrant

How Does Mission Control Work?

• Design Thinking

• Innovation

• Planning

Design Thinking

Design Thinking

• A formal method for practical, creativeresolution of problems or issues with the intent of an improved future result.

• Moving from problem stated to problem understood.

Empathy

Define

IdeatePrototype

Test

Empathy

• Learn about the audience for whom you are designing.

• Observations, engage, immerse.

• Why, Why, Why?

Define

• Begin to converge on your user’s problem

• Reframe your challenge

• Focus on core motivation.

Ideate

• Begin to brainstorm solutions.

• Think big, strange, wild, unique.

• Step beyond obvious solutions – quantity better than quality.

Innovation

• REINVENT the WHEEL!!!

– “Everything that can be invented has been invented.“ Charles Duell, US Patent Office, 1899

• State the VALUE you want to create

• Build solutions staff WANT to use

Planning

• Poor planning eats great ideas for lunch

• Two phases to planning

– Planning the innovation

– Planning the implementation

Activity:

“Right Brain” Warm Up and

Applying the Mission Control Approach

“Right Brain” Warm Up

• Pick one person to capture ideas

• Remember: strange, wild, unique.

• Don’t figure out how.

The “Problem”

“Our patients consistently rate us poorly on discharge and that section is dragging down our overall score. The whole process just takes too long. The doctors set us up for failure in how they communicate with the patients. It is really frustrating.”

Approaches

Traditional

• Focus on the patient’s experience first

• Prioritize reducing time of process, possibly by increasing nurse’s responsibilities

• Script the doctors

Mission Control

• Focus on the nurse's experience first

• Prioritize nurse’s span of control

• Focus on relationships with doctors

“My nurse just won’t use

AIDET. She must not be patient-centered.”

“I know hourly rounding is the

expectation, but you have no

idea how busy my nurses are!”

“We tried that, but we just couldn’t get staff engaged.”

Getting it wrong…

Getting it wrong…

What we learned:

1. Design for the right customer

2. Staff must understand how a solution is going to make their work easier

3. Move from problem stated to problem understood

Questions