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Patient Experience at Whitman Hospital & Medical Center. 2002 through 2012. “Service is simple. It’s just not easy.” – a quote from anyone who’s tried to deliver it. Journey Begins………. In 2002 team came together Based off Disney & Studer WE CARE Care Team Caught Caring Develop standards
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Patient Experience at Whitman Hospital & Medical Center 2002 through 2012
“Service is simple. It’s just not easy.”– a quote from anyone who’s tried to deliver it
Journey Begins………. • In 2002 team came together • Based off Disney & Studer • WE CARE • Care Team • Caught Caring • Develop standards • Quarterly Celebration “Fish Theme”
Journey continues….. • Renew retreat – all employees (2006) • Part of new employee orientation (2008) • “Give ‘em the Pickle” video • New manager orientation • Awards for achieving 90+ percentile scores • Service recovery – HAT (hear, apologize, thank/take action)
Journey continues……. • Move into new hospital October 2008 • Change in CCO and CEO – 2009 • New strategic plan early 2010 with goal to 95th percentile • Update to mission, vision and values • Education to all
Journey continues …… • Whiteboards in patient rooms MSU and ED • Hourly rounding on patients • Bedside reporting • Handover communication using standardized SBAR format • Follow-Up phone calls to SDS and MSU patients within 72 hrs.
Journey continues……. • Quarterly challenges added base on values • Look for respect • Compassion – look for kindness challenge • Teamwork – making miracles happen • Trustworthiness – your definition, seeing it in action • Stewardship – Biggest loser contest and waste watchers
Journey continues……. • WOW wall • Rounding – focus on key areas within patient care areas • Pain • Noise • Privacy • Hand hygiene • Senior leader rounding
Patient Satisfaction Ranking Strategic Goal Construction & move Renew Retreat
2013 and beyond • On-line incident reporting • Includes complaints • Managers meeting – 10 min on Patient Experience twice a month • Provide real time education • Tell patient stories • Thematic Goal – patient comes first
2013 and beyond • Q Tips (quarterly tips) • Pillar talk (communication team newsletter) • Quarterly focus question based off HCAHPS • PI dashboards – all areas
Recognition • Internal • Board • Senior Leaders • External- • RHQN • National Rural Health Association • Recognized last two yeas in a row for patient experience – top 20 CAH’s in country
Everything matters. Everything we say matters. Everything we do matters. Everyone is watching. Everyone is listening.
Ninety-ninth percentile organizations have ninety-ninth percentile leaders.
You know you are a 99th % healthcare leader when you… • Pick up trash daily • Constantly chat up other departments and people • Say hello to EVERYONE • Are the employee you want your employees to be • Know employee names • Park far away • Hire for talent • Obsess about recognition • Are addicted to a positive attitude • Don’t run in a posse
Continued…………… • Gently call out those not living up to the organizational values • Are seen in patient care areas other than during a sentinel event • Get invited to department meetings • Give everyone your home phone # • Are visible • Walk people where they have to go • Cast the vision daily • Encourage friendships among employees • Love your employees • Save Blackberry – checking for later • Bring your fun to work!!!!
