Creating Ideal Experiences

Creating Ideal Experiences UMHSService Excellence Program 3rdAnnual Patient and Family Centered Care Conference Redefining Relationships in Health Care Cassandra Willis-Abner November 30, 2011

UMHS Strategic Direction Our vision: Create the future of health care through discovery

Ideal Patient Care Experience

Michigan Experience Starts with ME!

SERVICE EXCELLENCE Focus On The Three Ps The people the team members, patients & families experience The process the team members, patients & families experience The place the team members, patients & families experience Focus in on: daily tasks interactions communications body language actions policies resources

Implementation Strategy Prepare the Leader Model • Leaders partner with Service Excellence Consultant • Prepare leaders to teach principles and examples to staff • Measure improvement in satisfaction and engagement • ~Phased implementation to occur over 24 month period~

Ideal Patient Care ExperiencesService Excellence Blueprint • IPCE/Service Excellence Video • UMHS SE Philosophy Card • GO BLUE Daily Team Huddles • Words that Work • R.E.L.A.T.E. Communication Model • H.E.A.R.T. Communication Model • Leader “Gemba” Rounding • TEMPO (Creating safe interactive moments)

Creating the Ideal Patient Care Experience Service Excellence Video Packet • Over 6,500 employees in process of viewing • video Five Chapters – Every Word Has Meaning Every Patient & Family is Unique Creating a Culture of Caring What to do When Things Go Wrong Understanding the Stress of Illness Donor Funded By Governor and Mrs. Rick Snyder & Mr. and Mrs. Ken Whipple

UMHS Service Excellence Philosophy and Commitment Card Service Philosophy My Commitment

Promoting Team Connections

A Sensitive Approach to Scripting

Communicating the Message that “We Care”

A Service Recovery Model

Leaders Gemba Rounding on Employees

We are all in this together

DISCUSSION

How will we measure our success? • Patients/Families included in improvement efforts • Engaged employees (via EE Survey) • Patients expectations consistently exceeded (via Press Ganey, ACS and HCAHPS) • Consistent framework exists across UMHS

Thank You!

Creating Ideal Experiences

Creating Ideal Experiences

Presentation Transcript

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