View Presentation - Patient Experience, Empathy Innovation Summit
Transcription
View Presentation - Patient Experience, Empathy Innovation Summit
112 105 Creating a Successful Transparency Website to Drive Physician Engagement Susan Congiusta, DNP, RN, NEA-BC Northwell Health Physician Partners - New York Background Our Journey Decentralized Reports 2012, not Effective MD Scorecards, 1st Private Review 2013 momentum with commercial sites like ZocDoc, MD Scorecards, 2nd Intranet Postings 2014 Healthgrades, Yelp, Vitals MD Patient Experience Committee Feb 2015 Problem is no way to “Validate” transparency of such Extensive Communication Plan 2013 – 2015 Celebrate Successes 2013-2016 Focus on Transparency in health care is gaining reviews: authentic visit, quantitative validity, no Patient Sat Reviews Preview Tool Conclusions criteria Who we are Outcomes Objectives 1) Teamwork – Develop a program in form and function to improve the validity and quality of physician ratings/reviews 2) Communication – Establish transparency not just for the consumer-facing program, but also for our members on the physician-facing side to provide and receive feedback; 3) Innovation – Build both a consumer-facing tool that had the sophistication of long established, commercial rating sites, and an innovative internal platform to allow physicians to preview patient comments and ratings prior to posting and present the opportunity to provide input to request an appeal before their peers. Transparency Go Live August 24, 2015 980 Physicians Participate Over 130,000 Reviews Over 12,000 Comments Only 29 Requested Comment Appeals 101 Transformation of Care Through Technology ̶ One Patient at a Time Betsy Stovsky, RN, MSN; Mary Joan Anderson, BSN; Jill Mayock, RN Sydell and Arnold Miller Family Heart & Vascular Institute Mission The Sydell and Arnold Miller Family Heart & Vascular Institute’s Patient Resource & Information Center was founded to empower, educate and support patients and families throughout their continuum of care. Background The Heart & Vascular Institute’s Resource Nurse Program is staffed by experienced registered nurses with an average of 20 years’ experience from broad cardiovascular backgrounds. The nurses offer empathy and expertise to patients with even the most complex medical concerns. • • PUBLIC Access Phone Line initiated in 2003 PATIENT Access Phone Line initiated in 2011 Requests for information come from patients in all 50 states and more than 60 countries. Methods PUBLIC Access Line provides: • Information regarding cardiovascular health, diagnostic testing and treatment options • Information to help future Cleveland Clinic patients navigate their care Information is provided free of charge to both patients interested in care at Cleveland Clinic and the community at large. Awareness and direction to additional resources are provided through custom content available via: • Interactive Webchats • YouTube videos • Blog • Website, which includes 600 pages of content • Published educational material • Patient Access Line • Initiated to reduce avoidable readmissions • Improve patient’s satisfaction with Cleveland Clinic experience • Connects patients to a registered nurse 24/7 • Provides discharged patients and family with education and support to help them prepare for and transition to home; enhance continuity of care Outcomes Outcomes In spite of a comprehensive discharge program, many patients have questions post-discharge. Satisfaction: Chat Feedback • 93% rated as Excellent or Good (national average = 85%) • 95% stated they would recommend chat to others PATIENT Access Line 8,600 contacts (6,310 with complete MRN data) Timing of calls, post-discharge 36% First seven days 34% 8-30 days 31% over 30 days 31% Over 30 days 36% First seven days 34% 8-30 days Readmission Rate Among patients who called the PATIENT Access line with documented MRN (78% of calls), readmission rate was ~ 3.2%. [Average all cause hospital readmission rate is ~ 15%.] Readmission Rate Contact information for patient line is given to all patients at discharge via: • Verbal instruction from their discharging nurse • Refrigerator magnet • Written discharge instructions PUBLIC Access Line includes contact with a registered nurse via: • Dedicated phone line • Webmail (secure email system) • Online live chat Outcomes 2015 Outcomes/Metrics 28,174 contacts to the Resource Nurse Program ( N = 25,561 in 2014) PUBLIC Resource Access 19,574 contacts, resulting in 7,337 appointments (37%) and 5,738 visits (29%) 1430 1214 919 428 Medications Key Findings Care Follow-up Coordination appointments and questions Education about plan of care Pain control PUBLIC Access Line empowers patients by: • Providing emotional support • Helping patients make informed decisions that result in patient autonomy • Providing education Satisfaction rates are high, according to chat survey and anecdotal notes PATIENT Access Line provides support throughout continuum of care by: • Providing a dedicated line of communication • Providing resources to assist patients and families with the transition of care • Streamlining data collection and reporting to guide institute-wide efficiency and process improvement Testimonials • “You are just so helpful. No one in Arizona knew what to tell me. It’s nice to know that I can call Cleveland Clinic to get the answers to all of my questions.” • “You have no idea how much this has helped me and put my mind at ease.” • “I have learned more from you than I did from either of my own doctors.” • “You make it so pleasant and so easy. Thank you!” Patients may continue to use the online chat function to interact with a registered nurse, as well as MyChart, a secure internet-based communication tool. Methods Top 5 Caller Issues 1691 Satisfaction: HCAHPS • Patient satisfaction in the OVERALL RECOMMEND CC RATING • Heart & Vascular Institute is HVI - CC Only 88 91 currently high, according to MRN Match AND 89 92 Call <= 30 days HCAHPS scores • 650 patients who called the PATIENT phone line within 30 days of visit had an increased overall score and would recommend the hospital to others. Process Improvement Initiated • Identify needs and modify discharge instructions and education materials based on individual needs • Home recovery section added to website to address top reasons for contact • Ongoing review of calls has helped streamline triage protocols to identify urgent and non-urgent needs • Implemented projects have: Improved use of TED stockings, enhanced medication compliance, improved pain management, and initiated processes for care coordination with various patient populations. 111 Shaping the Future by Bridging Silos & Building Relationships Northwell Health Office of Patient & Customer Experience & Shared Work Team About Northwell Health Action / Method Valuing the “Voice” Conclusions / Key Findings • Office of Patient & Customer Experience sponsored a PFPC Shared Work Team. • Listening and valuing the “voice” of our patients and families is the foundation of our patient/customer experience strategy • Partnership with patents and families is essential. • • GOAL: Develop Patient & Family Partnership Councils standards by exploring internal and external best practices. • Patient & Family Partnership Councils fuel a patientfamily centered culture by influencing future care delivery. • TEAM: Employee and patient/family representatives from 7 hospitals and 1 service line served on the Shared Work Team. Northwell Health PFPC Mission Statement: The Patient & Family Partnership Council is a group of patients, families, caregivers and healthcare professionals committed to working collaboratively to enhance the health and well-being for the people and communities we serve. • • STRUCTURE: The Shared Work Team focused on: • Recruitment, Vetting & Tenure • Bylaws • Meeting Planning & Facilitation • Partner Participation & Subcommittees Having a dedicated, passionate shared work team led to the creation of the Toolkit. They valued the opportunity to hear and act on the “voice” of our patients and families. Their commitment made this project successful, enjoyable and it strengthened collegial relationships. • PFPCs are part of the Northwell Health cultural transformation. Outcomes Patients/Families as Partners • • • • Organization priority to enhance patient and family experience. Northwell Health values patients/families as partners in care delivery. 2015 - Northwell Health Office of Patient & Customer Experience performed a current state assessment of Patient & Family Partnership Councils (PFPCs) throughout the organization. Findings include: • • • • • Pockets of excellence existed Hospital PFPCs varied in mission & focus 7 out of 21 hospitals had a functioning PFPC No cohesive approach from an organizational perspective Antiquated corporate PFPC existed but it did not reflect the community served • • Northwell Health PFPC • • • • Core Values Collaboration Advocacy Respect Effective Communication Northwell Health PFPC Creation of the “Northwell Health Patient & Family Partnership Council Toolkit: Creating & Sustaining an Effective Council.” • 12/2015 - Northwell Health corporate PFPC restructured • • New Structure • Shared Governance Model • Members Patient & Family Partnership Councils are powerful. Organizations must listen and value the “voice” of patients, families and customers. • The Shared Work Team model is useful in executing a targeted initiative / project • The PFPC Toolkit can be transferrable to other organizations with multiple sites and locations in order to create a consistent PFPC structure. • The Northwell Health PFPC Toolkit may be used when establishing, maintaining or reinvigorating local or corporate PFPCs. • Toolkit was disseminated to all sites/service lines. • • • • Goal: Every Northwell Health hospital to have a site PFPC by end of 2016. • • Toolkit outlines: • • • • • • • • • • • • • • Importance of partnership Readiness Assessment Implementation Timeline Council structure Recruitment Membership Orientation & On-boarding Tenure Bylaws Meeting logistics Sustainment methods Evaluation tools Templates & FAQs Transferability Sponsor: Office of Patient & Customer Experience Site leader representatives (coordinates site PFPC) Site patient/family representatives (member of site PFPC) 7 Hospitals; 1 Service Line Meeting Format • • • • Peer Learning / Sharing Best Practice Topic of the Month / Content Expert Presentation Discussion & Open Forum Quarterly Meeting Shared Work Team: Executive Sponsors: Sven Gierlinger & Agnes Barden Northwell Health Members: Kathleen Attonito, James Baker, Ann Marie DiFrancesca, Nicole Giammarinaro, Karen Gleason, Maria Hale, Cheryl Miranda & Michelle Rossetti Patient & Family Members: 7 local PFPC patient/family reps 116 117 103 114 108