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Improving Patient Satisfaction Scores in the ED and IP Setting

Improving Patient Satisfaction Scores in the ED and IP Setting. Ryan Sundermann MD Tracy Reittinger MD St Luke’s Hospital Cedar Rapids, IA. Improving Pt Satisfaction in the ED at St Luke’s Hospital. Ryan Sundermann MD. St Luke’s Satisfaction Data Then vs Now.

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Improving Patient Satisfaction Scores in the ED and IP Setting

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  1. Improving Patient Satisfaction Scores in the ED and IP Setting Ryan Sundermann MD Tracy ReittingerMD St Luke’s Hospital Cedar Rapids, IA

  2. Improving Pt Satisfaction in the ED at St Luke’s Hospital Ryan Sundermann MD

  3. St Luke’s Satisfaction DataThen vs Now

  4. St Luke’s ED Provider Satisfaction Data

  5. St Luke’s ED Provider Satisfaction Data

  6. Breaking Down Physician Scoring • Courtesy: what do you do when you enter the room • Took time to listen: sitting down, leaning forward, repeating what the patient says • Took my problem seriously: “My job is to think of the 5 worst things this could be.” • Kept me informed/Re-evaluated: Fly-bys, providers go over D/C with all patients • Concern for comfort: water, blankets, coffee for EVERYONE. • (Note: what happens in between #3 and #4? Have you ever been there????? Can you say ANXIETY!)

  7. Engaging Providers • Must be top down: Must come form the CEO as part of the Mission Statement • Must have a true believer/evangelist for satisfaction: Who is this in your facility? • Oldest doc, director, youngest doc, respected doc? • Hire well and train early: Old dogs, new tricks adage applies, but not impossible. “Embrace their skills, but empower change.” • Get rid of misconceptions • Drug seekers are not the ones that move the bar (docs with bad scores feel that they might have to hand out vicodin to improve scores) • Lots of evidence on the PG website

  8. Engaging Providers • Must have reliable data • Just like D2Doc, LWOBS, etc • Must be specific to doc, not overall number • May not be accurate, but must be precise to find outliers • Its about GOOD CARE, not MARKET SHARE • But you might be surprised how one follows the other

  9. Hit’em in the Pocketbook • Make bonus contingent on perfomance • How much? • What is the target • 65%ile • How often • Quarterly with rolling 12 month • What if they don’t meet for one period • Hold for 1 qtr, use 2 qtr bonus to pay for Satisfaction CME • What if they don’t meet repeatedly (or ever) • Jack Welch theory on “C players”

  10. Where do you send them? • Jay Kaplan/ Studer Group- looks at whole facility, front door to back-he will also come to you • Stephen Beeson-focuses primarily on the patient/doctor experience-will come to you • Crucial Conversation/Confrontations-awesome, awesome course

  11. Other Measures • What can you do as a physician leader • Physician Rounding • How do you handle patient complaints • Staff Survey: careful how you present this data • Present Rank or score with average must know your providers to decide this Comments can be a very touchy subject

  12. Good Scores For Dr B

  13. Bad Comments for Dr X • Dr. X has very poor communication when treating pts and does not communicate the plan of care to the nursing staff. Dr. X does not move pts through the ED in a timely and does not move pts through the ED in an effective manner. • Dr X is not approachable in a learning environment. She can be rude when working together. • BE VERY CAREFUL WITH COMMENTS. • SCREEN HEAVILY AND ONLY PRESENT THE OVERALL THEMES.

  14. Other Factors • Appearance of Facility-less important than you think • Appearance of docs: best to dress all the same • Convenience of Facility-more important than you think (coat hangers, blankets, parking) • Wait times • What is your process for getting them in? • What is your process for getting them out? • Do your providers know their metrics for both?

  15. Other Factors If Disney ran your ED “Under-promise, Over Deliver”

  16. Other Factors • Concierge service: Guest Relations, Valet parking • Housewide:  “Standards of Excellence” signed by CEO • Work with other departments to improve interaction so you all look like you have the same agenda: radiology, lab, • Some of this starts to blend into Process Improvement….but that’s ok. It’s the adoption of an overall mentality

  17. Tid-Bits • Business cards/Bio cards • Follow-up calls • Protocols for pain/nausea: We don’t do this but some places find it successful. • Work from blinded, to unblinded provider data • Adaptive Design: the world’s problems can be solved using this system. If you don’t use it in your facility, you should start tomorrow. Great way for providers to solve their own problems.

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