the power of connections secrets for moving the … · is the natural evolution of a partnership...

THE POWER OF CONNECTIONS:SECRETS FOR MOVING THE

ORDINARY TO EXTRAORDINARY

©2019 Integrated Loyalty Systems

The Mammogram


JASON NEWMARK JAKE POOREPresident and CXOIntegrated Loyalty Systems

Vice PresidentBaystate Health

About Baystate Health

Baystate Health, a Top 15 Integrated Delivery System of four hospitals, including Baystate Medical Center, the largest hospital outside of Boston and the Western Campus of Tufts University School of Medicine.

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•4Hospitals•12,000Employees•1,200MedicalStaff•OwnInsurancePlan-HealthNewEngland•200,000coveredlives


Project Background...

The Baystate Breast & Wellness Center is the natural evolution of a partnership between the two premier breast programs in western Massachusetts: Radiology & Imaging, and Baystate Health’s Comprehensive Breast Center.


TheSituation

• BuildingaNewBreastCenter• ClosingComprehensiveBreastCenter*

• Employeesnotmovingintonewcenterfor6monthsafteropening

• Acquisitionof19Radiology&ImagingCenters


�8

... and avoid any“turf battles.”


We Identified Our “Construction Crew”


What You Stand For...

...and What You

Will Not Stand for Anymore

DemystifytheCulture-byBeingClearon…


WHATWESTANDFO

R

Our “True North” What we strive to create for each

individual, as a sum of all the steps they take with us.

WHATW

EWON

’TSTANDFOR


We Identified Our “True North”Together, we inspire hope

and promote wellness

in our community by creating patient-driven experiences of outstanding quality, delivered in a caring and

compassionate environment.


Our GraffitiAtBaystateHealth


Capturing the Voice of the Patient

“I DON’T WANT TO GO BACK TO THE ANNUAL EXAM!”


Why is this “Graffiti?”


VERBAL GRAFFITI

“I don’t know.”

“I’m off the clock now.”

“We’re short-staffed today.”

“It’s not my job.”

“You’re not my patient/customer.”

“What’s your patient ID?”


ED

ECG

MOB

Outpatient DRG

PTO

EMR

“ROOM THE PT”

DISCHARGE FTE

MD

STAFF

Ambulatory

Inpatient

“The Kidney in Room 3”

OR RVU

IVPA

STAFF

EMT

AVOID HEALTHCARE SPEAK: “JARGON MONOXIDE”

IV PPEMTA ICU

RN

PT /OT

PA

MD

VENT

CT

Triage

NPO

MRI


EMPLOYEES & PHYSICIANS ID THEIR OWN “GRAFFITI”


The Law of Memorable Moments


Very Good Experience

Average Experience

Poor Experience

Exceptional Experience Delights you!

Exceeds Your Expectations

Meets Your Expectations

Below Your Expectations

4 Levels of Patient Experience Impact on the Patient

PX Scores = 5

PX Scores = 4

PX Scores = 3

PX Scores = 1-2

Patient Satisfaction Scores


Very Good Experience

Average Experience

Poor Experience

Exceptional Experience Delights you!

Exceeds Your Expectations

Meets Your Expectations

Below Your Expectations

4 Levels of Patient Experience Impact on the Patient

PX Scores = 5

PX Scores = 4

PX Scores = 3

PX Scores = 1-2

Patient Satisfaction Scores

me·di·o·cre ˌmēdēˈōkər/

1.of only moderate quality; not very good."a mediocre actor"

2.ordinary, average, middle-of-the-road, uninspired, undistinguished, indifferent, unexceptional, unexciting, unremarkable, run-of-the-mill, pedestrian, lackluster, forgettable, amateur, amateurish


USING H-B-H TO CREATE MEMORABLE MOMENTS


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Make eye contact & Smile.

Sit at patient’s eye level

“Connect the Belly buttons.”

Friendly Voice tone.

Explain in plain language... avoid acronyms and healthcare jargon.

Name Tag Over your

Heart


Creating Our Department Always Playbook


IMPACT ON THE PATIENT


BaystateBreast&WellnessResults

• PatientSatisfaction-75thto100%(6mos)• #1PXinthehealthsystem• HarvardBusinessCase• AnnualVolumeGrew32kto35K-1yr(10%)


“Merge & Loose Not One Patient”

CODE NAME: The Baystate Breast & Wellness Center is the natural evolution of a partnership between the two premier breast programs in western Massachusetts: Radiology & Imaging, and Baystate Health’s Comprehensive Breast Center.

Our Vision Baystate Health will transform the delivery and financing of health care to provide a high quality, affordable, integrated and patient-centered system of care that will serve as a model for the nation.

1 Outcome: 2 Competing Services

2010Volumes R&Isite1 R&Isite2 CBC Total

Mammoscreening 7,679 7,211 13,168 28,058

MammoDX 2,722 3,717 6,439

Biopsies 1,080 2,607 3,687

Total 11,481 7,211 19,492 38,184


Goal: Be #1 in Patient Satisfaction at Baystate Health


Lessons Learned: Transforming Culture1. Have a clear, simple blueprint. 2. Help each employee understand their role. Constant communication.

Leaders need to be present and accessible. • Lots of listening • 1:1 time • Repetition, repetition, repetition • Reinforcement—be specific • Celebrate success

3. Get people ‘off the bus’ if they do not believe. 4. Stress and reward collaboration and teamwork. 5. If you are not caring for a patient, you should be caring for someone who is. 6. Never take your eye off the ball. Share metrics, accountability. 7. Do not underestimate the amount of time this takes!


JASON NEWMARK JAKE POOREPresident and CXOIntegrated Loyalty Systems

Vice PresidentBaystate Health

THANK YOU!

the power of connections secrets for moving the … · is the natural evolution of a partnership...

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