Moments that Matter™

1. Moments that Matter™ Katie Owens, Practice Leader

2. Objectives • Define Moments that Matter for your organization • Raise awareness for how each person impacts Moments that Matter • Spark passion to commit to do the very best eac and every day for your patients, families, visitors and customers • Understand how patients hold us accountable and how you can influence performance • Learn opportunities to impact Moments that Matter

3. Baptist Leadership Group Our Mission is to help healthcare organizations improve the quality of the patient experience.

4. You have the privilege to be a part of patient centered excellence

5. Moments that Matter • When a customer comes in contact with an organization and forms an impression • Moments that Matter can create positive, neutral or negative impressions

6. Patient-Centered Excellence Keeping the patient at the center of everything we do – every patient, every time Understanding and managing what the patient sees, feels and experiences

7. Bad Service

8. Good Service

9. You Have Won a One Night Stay… Luxury Suite - $3,600 Grand Polynesian Theme Park View- $1,231* Caribbean Beach - $604* Orlando, FL *Includes 2 Park Hopper Passes

10. Top Box Always and Never - the New Minimum Standard HCAHPS… Processes of Care… Heart Attack Heart Failure Pneumonia Care SCIP Outcomes of Care… Readmissions Mortality Hospital Acquired Conditions Falls/Injuries Pressure Sores Top Box

11. Our industry can create the best and worst of experiences…

12. How often… • Should we provide good service to our patients, their loved ones and each other? • Do they deserve to be WOW’ed?

13. Who’s who? • Who are your customers? • External customers? • Internal customers?

14. Importance of Moments that Matter • Perceptions are shaped by three primary factors • Personal experience • Word-of-mouth and mouse • Opinions shared by employees who work here

15. Your Opportunity to Serve… • Average Length of Stay: • Inpatient: 4.5 days1 • Emergency Department: 3.37 hours2 • Residential/Long Term Care: 22 months3 • Average Tenure of health care employees: 1Solucient, 2009 2 National Hospital Ambulatory Medical Care Survey, 2009 3 CDC, 2010

16. Where does Always begin? Where does Always end?

17. How you can make an impact

18. Moments that Matter are Contagious • Reality Check… • 94% of your patients, families and customers who have a negative experience will never complain to you • But… who else will they be telling?

19. Impacting Moments that Matter • What are some Moments that Matter?

20. Perceptions of Quality How do Moments that Matter support Positive encounters from the moment our patient’s arrive through discharge?

22. Why Your Engagement is Critical • Without consistency… • in the behavior of every employee with every patient and customer encounter • inour processes across the continuum of care • in handoffs with every discipline that supports patient care • Even “great” organizations can be usually… • You must select, engage and retain the VERY best!

23. “You must become the change you wish to see in the world.” - Gandhi

24. Getting Started • What are the top three ways you impact Moments that Matter? • How can your department better meet the needs of your patients and families OR internal customers

25. Special Resource Site www.bhclg.com/lahfma Password: 2013jan