Patient Experience

1. Patient Experience Design Day Findings

2. Design Activity - Goals Identify what matters to patients – through Acts I, II & III Specifically Identify the “Must Haves” and the “Delighters” that contribute to the Patient Experience Learn the fundamentals of team engagement

3. Environment Interaction Core Processes Patient Experience • Environment • Front Entrances • Lobby/Waiting Rooms • Clinical Spaces • Sights/Sounds/Smells • Appearance • Interaction • Communication (Physician/Staff/Patient) • Caregiver Relationships • Trust/Belonging/Hope • Core Process • Clinical Process • Operational Process

4. Activity Findings

5. In 60 minutes… Over 5,000 ideas/opportunities identified Averaging 175 per table or Approximately 20 per person

6. FH Experience Model Act I: Arrival Act II: Treatment Act III: Departure Environment Environment Environment Interaction Interaction Interaction Core Processes Core Processes Core Processes • Process - Timeliness • Environment - Cleanliness • Interaction - Empathy • Process - Discharge • Interaction – Clear Communication; Physician Communication • Process - Registration • Environment - Signage • Interaction - Greeting

7. Act II Basic Needs/Must Haves Summary

8. Act II - Process Basic Needs / Features

9. Act II - Environment Basic Needs / Features

10. Act II - Interaction Basic Needs / Features

11. Act II - Introduction & Communication • Ask what’s important to me • Explain the care plan (details, clear, distinct) • Include my family • Tell me what’s next • Be on time (“prompt for my care”) • Coordinate care with other departments • Manage my expectations • Ask me how I want to be addressed • Respect my privacy and dignity at all times • Be in the moment with me • “Listen to me, Hear me”

12. FH Experience DriversActivity Summary • The “little” things make a BIG difference • Ideas were mostly “basic” or “fundamental”

13. FH Experience DriversFundamentals First Safety Clinical Performance Communication Responsiveness Execution of Core Process

14. FH Experience Drivers “It’s not magical, it’s methodical.”

15. FH Experience Drivers Drivers to Action

16. FH Experience DriversThe Baldrige Framework

17. FH Experience DriversOne more way… Mission “To Extend the Health Ministry of Christ” The Patient Experience Quality & Safety Core Processes Employee Engagement & Development

18. FH Experience DriversTeam Based Is your team engaged? How many suggestions have you received in the last week? Month? Year? How do you make something happen with the good suggestions?

19. FH Experience DriversProcess Improvement Manage – “Executing the Fundamentals” Improve – “How can we do it better?” Innovate – “How can we do it like no one else?”

20. FH Experience Drivers2009 PI Strategies Strategy 1 – Core Process Identification & Measurement Strategy 2 – Process Improvement Education and Training

21. FH Experience DriversBack to Where We Began “One Continuous Experience" Team Based (Physicians, Employees, Leaders) Experience Starts with the “Voice of the Patient” Experience is created in “Real Time” Fundamentals First Highly Intentional Treated Like Family