SSM Health Care

1. SSM Health Care Category 3: Focus on Patients, Other Customers and Markets Karen Smit, MN, BSN, RN Clinical Quality Administrator

2. Patients, Other Customers and Markets – Criteria Recap • Understand requirements, expectations and preferences of all customers • Listening and learning posts • Use data to define drivers of satisfaction and dissatisfaction • Systematically build relationships with customers

3. Patients, Other Customers, & Markets • Key Customers • Inpatients • Outpatients • Emergency Department • Home Care • Long-Term Care

4. Patients, Other Customers, & Markets • Key Partners • Physicians • Key Staff • Employees • Other Stakeholders • Payors • Suppliers/Vendors

5. Patients, Other Customers, & Markets: Key Questions • Whom do you serve? • What do they want from you? • How do you know?

6. Patients, Other Customers, & Markets: Leadership Role • Monitor and analyze satisfaction data • Examine what drives satisfaction • Build relationships with customers • Use complaint management process

7. Key Customer Requirements • Impact Analysis

8. Patients, Other Customers, & Markets: Key Customer Requirements Good

9. Key Customer Requirements Good Source: Physician Satisfaction Survey

10. Key Customer Requirements Good

11. Key Customer Requirements • Outpatients • Wait times • Pain – staff concern for comfort • Home Care • Timeliness • Accurate information from staff • Long-Term Care • Nurse – response time • Technical skill

12. Listening and Learning Tools • Former & current patients & families • Satisfaction surveys • Primary-secondary market research • Comment cards • Selected patient follow-up calls • Complaint Management System • Internet web pages response system

13. Listening and Learning Tools • Potential patients & future markets • Primary-secondary market research • Survey research • Community contact telephone lines • Internet web pages response system • Professional associations, journals, abstracts, publications and courses

14. Patient Surveys • Administration • In-house mail survey • Reporting • Executive summaries (monthly) • Dynamic web-based data analysis software (monthly) • Ranking reports (quarterly) • Impact analyses (semi-annually)

15. Customer-Focused Results

16. Customer-Focused Results

17. Data-Driven Improvements • Goal – improve pain management and decrease ER wait times • Results • No negative comments regarding wait times in last two quarters • Loyalty increased • Satisfaction with pain management increased significantly

18. Complaint Raised Address/Resolve & Follow-up No Issue Referred Resolved Complaint Entered into OFI Data Aggregated Report to QRC for System Level Aggregation Entity Leadership Review Systemic Issue Yes Initiate CQI Process No End Complaint Management

19. Complaint Management • Categorizes complaints by issue • Creates follow-up forms • Tracks response time • Prints reports by department • Implements service recovery • Analyzed at all levels

20. Patient Satisfaction Good

21. Market Focus Good

22. Patients, Other Customers, & Markets: Organizational Learning • Clarity around customers and their key requirements • Customer segmentation • Better use of listening and learning posts • Use data to drive decisions to improve customer/stakeholder relationships • Standardized complaint management program

23. Our Customers Count!