welcome to the regional care collaborative webinar building a culture of service excellence lori...
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Please type in any questions that you may have in the ‘Question’ section of the webinar dashboard (right side of screen).TRANSCRIPT
Welcome to the Regional Care Collaborative WebinarBuilding a
Culture of Service Excellence Lori Hinga, Clinical Nurse Consultant
Webinar Conference Line: +1 (631) Access Code: Audio Pin: Shown
after joining the webinar. *This session will be recorded. Please
mute your telephones. Please type in any questions that you may
have in the Question section of the webinar dashboard (right side
of screen). The business of health care is changing and service
excellence is becoming an increasingly important factor in consumer
choice, referrals and reimbursement MEDICAL MALPRACTICE
PERSPECTIVE
According to a study by the Harvard School of Public Health, 40% of
medical malpractice suits filed in the United States are without
merit. The vast majority of dubious cases were dismissed with no
payout; however, groundless lawsuits still accounted for 15% of the
money paid in settlements. The average expense of defending a
physician against a medical liability claim in 2010 was $47,158 an
increase of 62.7% since 2001 The average medical liability
indemnity payment (money paid to a plaintiff) in 2010 was $331,947
an increase of 11.5% since 2001 WITHOUT MERITBUTRESOURCE INTENSIVE!
ITS NOT JUST ABOUT PATIENTS
TEAMMATES PROVIDERS FRIENDS & FAMILY MEMBERS SPECIALTY REFERRAL
OFFICE STAFF COMMUNITY RESOURCES HOSPITALS PHARMACIES Everyone we
interact with should be considered a customer When youre walking
down the health center hallway.EVERY person you pass is a customer
Make eye contact, say hello and offer assistance to those who
appear to need helpU of M Experience Always represent your
organization in a positive way and take every opportunity to make
an excellent impression.CHALLENGE YOURSELF! SERVICE EXCELLENCE
EVERY Member of the Team EVERY Customer EVERY Day A patients
perception IS their reality
CONSIDER THIS Dissatisfaction occurs for many reasons unrelated to
direct patient care A patients perception IS their reality This may
be a SOBERING THOUGHT but TRUE! REMEMBERNOT ALL CUSTOMERS ARE
PATIENTS! #1 PATIENT DISSATISFACTION
CARE TEAM ATTITUDES & COMMUNICATION BE VERY CAREFUL! ITS ALL
ABOUTR-E-S-P-E-C-T COMMON SOURCES OF DISSATISFACTION
Prolonged Waiting Time Exam Room Isolation Time with Provider/Care
Team Lack of Understanding Diagnosis/Treatment Plan
Complaints/Concerns not Addressed Timely Difficulty Obtaining an
Appointment Billing Issues Physicians & Staff IMPACT Risk
Factors
THE BOTTOM LINE Patient Dissatisfaction = Patient Motivation to
File Lawsuits Aggravation Factor Poor Communication Lack of
Information Lack of Developed Relationship Anger Physicians &
Staff IMPACT Risk Factors EXCEED EXPECTATIONS Satisfied
Expectations = Positive Perceptions
Minimum Customer Expectations To be listened to Tobe cared about To
receive clear & understandable information Respect (Time,
Privacy, Etc.) Compassionate Care Clear Communication RESPECT
covers these minimum expectationsremember the CUSTOMER is everyone
we come in contact with Treat others as they would like to be
treated
THE PLATINUM RULE Going beyond the Golden Rule of treating others
as we would like to be treated Instead Treat others as they would
like to be treated SATISFIED CUSTOMERS WILL
Patients Follow Treatment Recommendations Follow Referral
Recommendations Remain Loyal Refer Friends and Family to the Health
Center File Fewer Malpractice Claims Teammates & Providers
Respect the Team Effectively Communicate Follow-through Be an
improved Team Player Specialty Offices, Pharmacies, Hospitals &
Community Resources Refer Patients, Family & Friends
Effectively Communicate (Verbally/Electronically) Be Helpful and
Accommodating ATTITUDES & COMMUNICATIONS
Employ active listening skills Ask probing questions to ensure
patient understanding Encourage patient participation Avoid
interrupting Body Language Lean forward Maintain eye contact Be
conscience of facial expressions Avoid crossing arms or any other
sign of being closed off WE WILL DISCUSS THE TEACH BACK METHOD A
LITTLE LATER ATTITUDES & COMMUNICATION
Employ Active Listening Skills (cont) Be attentive to the patient
Never appear to be hurried Maintain eye contact Avoid/eliminate
external distractions Be empathetic & supportive Address
concerns and/or anxieties Be sensitive to what the patient is/is
not saying ATTITUDES & COMMUNICATION
Employ Active Listening Skills (cont) Avoid Medical Jargon Use
simple/understood terms Typical patient reading level is 8th grade
Patients with publicly-funded insurance or those without insurance
tend to have lower health literacy skills Encourage patient
feedback Use good reflective techniques Summarize and repeat
essential information in laymans terms Employ the Teach-back method
to confirm understanding 10 ELEMENTS OF COMPETNECE FOR USING THE
TEACH-BACK EFFECTIVELY
Use a caring tone of voice and attitude. Display comfortable body
language and make eye contact. Use plain language. Ask the patient
to explain back, using their own words. Use non-shaming, open-ended
questions. Avoid asking questions that can be answered with a
simple yes or no. Emphasize that the responsibility to explain
clearly is on you. If the patient is not able to teach back
correctly, explain again and re-check. Use reader-friendly print
materials to support learning. Document use of and patient response
to teach-back. Can quickly diffuse a difficult situation!
BEYOND SATISFACTION DISSATISFACTION + ADVERSE EVENT = CLAIMS Can
quickly diffuse a difficult situation! Sorry were behind What else
can we do for you? Would you like to reschedule? CORE VALUES OF
SERVICE EXCELLENCE
CARING COMMITMENT INTEGRITY TEAMWORK CONSITENCY, CONSITENCY,
CONSISTENCY CARING Demonstrate patience, caring and concern for my
customers needs Be polite, respectful and courteous to others
Demonstrate a spirit of helpfulness Care and concern cannot be
masked...be genuine! Respect and courtesy go a very long way If you
see someone who has a confused lookoffer assistance COMMITMENT
Provide excellent care and service
Support the organizational decisions Project a professional image
through all actions and appearance Maintain facilities with a sense
of ownership RememberYOU are the face of the organization Agreement
with organizational decisions is not required BUT Support of EVERY
decision is required Remember:Its not what you say its what you
do!BE PROFESSIONAL AT ALL TIMES! When something requires
attention.IT IS NOT SOMEBODY ELSES RESPONSIBILITYITS YOURSOWN IT!
Employees are the face of the organizationwithin the health center
and out! INTEGRITY Respect the privacy of all customers
Be accountable for all actions Value all customers time by
providing prompt service Respect the diversity of all Conduct
personal discussions in private Maintain confidentiality and adhere
to all privacy guidelines Keep people informed of time changesif a
provider is running latenotify the patientpeople are more likely to
roll with it if they are informed! NEVER share personal discussion
in publicthe lunchroom provides time and space for those
discussionspersonal information can impact/upset patients and
having personal discussions within ear shot of patients is NOT
professional Privacy and confidentiality are extremely important in
the health care industrynot following privacy and confidentiality
policies can become a legal issuepay attention at all times
TEAMWORK Understand my role and consistently fulfill
responsibilities
Work cooperatively with others Avoid making excuses or placing
blame Consider the needs of others SUPPORTING STANDARDS OF SERVICE
EXCELLENCE
COMMUNICATION SERVICE RECOVERY SAFETY COMMUNICATION Communicate in
an open, clear and concise manner
Speak in a positive, professional and courteous manner Communicate
the right information to the right people, at the right time
Address all customers by name Introduce oneself, communicate
qualifications and commitment to excellent service With ALL
Customers! SERVICE RECOVERY Apologize for not meeting the customers
expectation
Listen, remain calm and never become defensive Apologize for not
meeting the customers expectation Correct the problem or locate the
person who can Take action to make amends for the service
interruption Communicate to the customer, in a timely manner, how
the problem was addressed/corrected Thank the individual for
bringing the dissatisfaction/concern/complaint to the organizations
attention ACT Apologize, Correct, Take Action If unable to correct
the problem/complaint immediately assure the customer the problem
will be addressed or inform the customer you will be passing the
concern on to.provide a specific name for accountability. SAFETY Be
committed to customer/patient safety
Maintain a safe work environment Report all potential safety
concerns to the appropriate person(s) Respond appropriately to all
safety codes Participate in all safety trainings/drills KEY WORDS
AT KEY TIMES BENEFITS OF KEY WORDS EXAMPLES OF KEY WORDS
Provide a consistent customer experience Builds relationships and a
solid Care Team Assists the patient to better understand his/her
healthcare EXAMPLES OF KEY WORDS I am closing the door for your
privacy I want to ensure you are always satisfied with the
cleanliness of the exam rooms Have I missed anything? Do you have
any questions before I leave? For your privacy, we will release
your medical records only to someone you designate For your safety,
please let me help you down from the exam table Our goal is provide
you with excellent service A-I-D-E-T A Powerful Communication Tool
for ALL Customer Encounters
Will Ensure a Clear Exchange of Information in Every Customer
Situation Effective way for customers to feel comfortable with all
members of the care team ACKNOWLEDGE Acknowledge the customer by
name or with a friendly smile
Provides an immediate connection with the customer Provides
affirmation the patient is known by the care team Use positive
non-verbal communication Eye contact A pat on the patients shoulder
Head nodding Smiling INTRODUCE Each Care Team introduces themselves
by name, their role and experience This help to put the patient at
ease Example:Good Morning Mr. JonesMy name is Mary and I am going
to take your weight, vital signs and review your medications.Im
part of the care team and am here to ensure your needs are met
today. DURATION Provide an estimate of time it will take to
complete each visit process If the estimate of time is extended
provide a new time estimate Avoid using the term Wait Time or
Waiting Room Consider using Reception Area EXPLANATION Provide a
clear explanation of what you are going to do for the patient Ask
the patient if they have any questions or concerns Provide only the
information necessary for the task at hand I am going to review
your medications, take your blood pressure and temperature before
the doctor sees you THANK YOU! ALWAYS, ALWAYS, ALWAYS Thank the
patient for choosing ABC Health Center! ALWAYS, ALWAYS, ALWAYS Ask
the patient if there is anything else the Care Team can do or if
the patient has any questions! MEASURING PATIENT SATISFACTION
Patient Satisfaction Surveys Identify ways of improving your health
center Quality specific issues Access issues Interpersonal issues
Demonstrate your health center is interested and committed to
quality and improvement Identify dissatisfied patients for
follow-up Monitoring Patient Complaints/Concerns/Dissatisfaction
Track and Trend What do we do with the PSS information? Who
monitors, tracks and trends customer complaints? Who is
responsible?Who needs to know this information?What are we going to
do this informationif anything? PATIENT SATISFACTION Survey
Distribution? Annually All patients
Randomly selected Provided during patient check-in / check-out?
How, when and where do patients return the completed survey? Mail?
When are they sent? To whom are they sent? SASE provided for
return? Telephone survey? Who, when and how often? Why is itwe
think patients only have feedback once a year? Ensure patients have
privacy when completing a survey and are offered a self-addressed
stamped envelope to return it PATIENT SATISFACTION SURVEYS
Consider a distribution method which is: Ongoing VS Annual
Available at all times Provides return anonymity Encourages
honest/truthful answers Encourages patients to contact a specific
person at a specific telephone number in the future if/when they
have a compliment OR concern Asks useful questions which the health
center intends to monitor, track, trend and improve FROM SURVEY TO
IMPOVEMENT
Assign responsibility for collecting / trending data Assign
responsibility for patient follow-up Determine who will:
Develop/manage the reporting tool Dashboard Log Review the data
Identify opportunities for improvement Develop, initiate and
monitor a performance improvement plan Board/Leadership Team
Performance Improvement/Quality Committee Clinic Management MAKING
IT HAPPEN Define Service Excellence for your organization
Six to twelve Standards of Service Excellence Develop goals for
success Develop an implementation plan Inform all current staff
(all staff meeting) Definition Goals Thresholds or Benchmarks
Expectations / Accountability Train ALL current staff New employee
orientation Annual training Ongoing training to improve performance
Update / Develop policy Incorporate service excellence into
roles/responsibilities/job descriptions Consider a Service
Excellence Campaign TRAINING REQUIRED! Never assume employees
understand Service Excellence Incorporate the following basic
Service Excellence categories into initial trainings- Safety
Confidentiality & Privacy Customer Relations Respecting others
Telephone etiquette Information about delays Self Management
Appearance Attitude Ownership / Accountability Commitment to
Coworkers Communication Teamwork PUTTING IT ALL TOGETHER
The business of healthcare is changing and we must provide service
excellence to stay competitive Service Excellence is required of
the entire health center team Patient Perception IS their reality
The #1 patient dissatisfaction is a Care Teams negative attitude
& communication Service Excellence training for ALL health
center employees is required to positively influence
patient/customer satisfaction A-I-D-E-T A-C-T Measuring
patient/customer satisfaction is imperative Use patient/customer
satisfaction to improve performance QUESTIONS?Please type in any
questions that you may have in the Question section of the webinar
dashboard (right side of screen) Please note the webinar will be
uploaded to the PCCP wiki for future viewing: