AN EXTRAORDINARY CARE EXPERIENCE Every Member, Every Time

1. AN EXTRAORDINARY CARE EXPERIENCEEvery Member, Every Time CARE EXPERIENCE LEADERSHIP TEAM

2. Welcome to LAMC “ …highly satisfied employees and physicians are the key to our future.” REGIONAL PEOPLE PULSE REPORT, 2009

3. HOW DO YOU WANT TO BE TREATED AS A PATIENT? WHAT DO YOU WANT HELP WITH WHEN YOU VISIT YOUR DOCTOR? HOW DO YOU KNOW THAT THE NURSES AND OTHER STAFF ARE CONCERNED ABOUT YOU AND CARE ABOUT YOUR HEALTH?

4. “Care Experience” Defined “…the sum of all interactions,… that influence patient perceptions across the continuum of care… “…critical interplay of quality, safety and [compassionate] service.” THE WHOLE ENCHILADA Jason A. Wolfe, Ph.D., Executive Director of the Beryl Institute

5. What Makes For an Extraordinary Care Experience? Communication Helpfulness Care & Concern

6. Did you know? Discussion • What do you consider excellent service? • What do you consider unsatisfactory service? • What can you do in your new role to promote and provide excellent service?

7. LAMC CARE EXPERIENCE PERFORMANCE

8. EXTRAORDINARY CARE EXPERIENCE Every Member, Every Time

9. Care Experience Measures – How Do We Know If We Are Making a Difference? • OUTPATIENT: Ambulatory Satisfaction Questionnaire (ASQ) & MAPPS Survey • Helpful/Courteous - Receptionists • Did the Nurse/Assistant Show Care and Concern • Other measures will be talked about in your department orientation

10. Care Experience Measures – How Do We Know If We Are Making a Difference • INPATIENT: Hospital Consumer Assessment of Healthcare Providers and Systems (H-CAHPS) & AVATAR SURVEY • Rate Hospital • Communications with Nurses • Communications with Doctors • Will be talked about in your department orientation

11. Performance Sharing Program (PSP) What is PSP/VPP • Provides a cash award (Bonus) which supplements regular pay • Recognizes the contributions made by the programs participants when annual performance goals established are met or exceeded

12. CARE EXPERIENCE TIMELINE JANUARY FEBRUARY MARCH APRIL MAY-SEPT

14. Take the challenge! QUOTE “…At 23, Michael Phelps owns 16 Olympic medals, 14 of which are gold. But even though swimming (like all sports) is about counting…there is something unquantifiable here. Something bigger. Really, what Phelps has done is disrupt the idea of can’t.” TOGETHER WE CAN DO ANYTHING!

15. Thank You!