COOK COUNTY HEALTH COOK COUNTY HEALTH & HOSPITALS SYSTEM CCHHS Board of Directors Meeting The Patient Experience Initiative 26 th 2015 June 26 th , 2015 J John Jay Shannon, MD CEO CEO 1
Patient Experience Patient experience is defined as the sum of all interactions, shaped by an organization’s culture, that influence patient perception across the continuum of care ‐ The Beryl Institute 2 CCHHS Board of Directors
Goals of the Initiative • Attract and retain patients as the provider of Attract and retain patients as the provider of choice for high quality healthcare • Attract and retain staff as the employer of • Attract and retain staff as the employer of choice for high quality healthcare • Commit to and demonstrate a patient centered C i d d i d approach to the delivery of healthcare • Create a lasting, system wide culture of service and respect for the patient and the family 3 CCHHS Board of Directors
Patient Satisfaction Data • Vendor conducts surveys per CMS guidelines – Two hospitals – Ambulatory system ‐‐ 18 clinics – Emergency department g y p – Ambulatory surgery • Inpatient surveys – 15,000 mailings per year (Stroger) 15,000 mailings per year (Stroger) – 1,150 mailings per year (Provident) • Ambulatory surveys – 25,920 mailings per year 25 920 mailings per year • All surveys are sent in English and Spanish • Return rates ~ 15% 4 CCHHS Board of Directors
Overview of Survey Respondents* A Age Distribution Di ib i * Stroger only; Provident and ACHN are similar 5 CCHHS Board of Directors
Overview of Survey Respondents* Language * Stroger only; Provident and ACHN are similar 6 CCHHS Board of Directors
Overview of Survey Respondents* G Gender d * Stroger only; Provident and ACHN are similar 7 CCHHS Board of Directors
Provident Data – Willingness to Recommend Top Box % T B % Target = 85% (90 th %ile) 90 80 70 60 % Top Box 50 40 30 20 10 0 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 8 CCHHS Board of Directors
Provident Data – Willingness to Recommend T Top Box % ile B % il 9 CCHHS Board of Directors
Stroger Data – Willingness to Recommend Top Box % T B % Target = 85% (90 th %ile) 90 80 70 60 % Top Box 50 40 30 20 10 0 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 10 CCHHS Board of Directors
Stroger Data – Willingness to Recommend T Top Box % ile B % il 11 CCHHS Board of Directors
Willingness to Recommend L Local Comparisons l C i RUSH 82 NORTHWESTERN 80 UNIVERSITY OF CHICAGO 77 Medical Center SWEDISH COVENANT 71 UNIVERSITY OF ILINOIS 64 STROGER STROGER 62 62 MT SINAI 55 NORWEGIAN 48 0 10 20 30 40 50 60 70 80 90 % Top Box 12 CCHHS Board of Directors
Provident Data – Communication with Doctors T Top Box % B % Target = 88% (90 th %ile) 90 80 70 60 % Top Box 50 40 30 30 20 10 0 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 13 CCHHS Board of Directors
Stroger Data – Communication with Doctors Top Box % T B % Target = 88% (90 th %ile) 90 80 70 60 % Top Box 50 40 30 20 10 0 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 14 CCHHS Board of Directors
Communication with Doctors L Local Comparisons l C i RUSH 82 NORTHWESTERN 81 UNIVERSITY OF CHICAGO 80 Medical Center STROGER 80 MT SINAI 78 SWEDISH COVENANT SWEDISH COVENANT 77 77 NORWEGIAN 76 UNIVERSITY OF ILINOIS 75 70 72 74 76 78 80 82 84 % Top Box 15 CCHHS Board of Directors
Provident Data – Communication with Nurses Top Box % T B % Target = 86% (90 th %ile) 90 80 70 60 % Top Box 50 40 30 20 10 0 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 16 CCHHS Board of Directors
Stroger Data – Communication with Nurses Top Box % T B % Target = 86% (90 th %ile) 90 80 70 60 % Top Box 50 40 30 20 10 0 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 17 CCHHS Board of Directors
Communication with Nurses L Local Comparisons l C i RUSH 82 NORTHWESTERN 76 UNIVERSITY OF CHICAGO 74 Medical Center SWEDISH COVENANT 74 UNIVERSITY OF ILINOIS 72 MT SINAI MT SINAI 69 69 STROGER 64 NORWEGIAN 63 0 10 20 30 40 50 60 70 80 90 % Top Box 18 CCHHS Board of Directors
Provident Data ‐ Cleanliness Top Box % T B % Target = 77% (90 th %ile) 90 80 70 60 % Top Box 50 40 30 20 10 0 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 19 CCHHS Board of Directors
Stroger Data ‐ Cleanliness Top Box % T B % Target = 77% (90 th %ile) 90 80 70 60 % Top Box 50 40 30 20 10 0 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 20 CCHHS Board of Directors
ACHN Data – Overall Assessment of Clinic Q Quarterly Mean Score l M S Target = 75% 80 75 70 Mean Score 65 60 55 50 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 21 CCHHS Board of Directors
ACHN Data – Ease of Getting Clinic on Phone Q Quarterly Mean Score l M S Target = 75% 80 75 70 Mean Score 65 60 55 50 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 22 CCHHS Board of Directors
ACHN Data – Moving Through your Visit Q Quarterly Mean Score l M S Target = 75% 80 75 70 Mean Score 65 60 55 50 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Quarter 23 CCHHS Board of Directors
Overview of the Patient Experience Initiative • System wide involvement System wide involvement – Past efforts have been fragmented – Impetus from leadership Impetus from leadership • Evidence based interventions – Utilize best practices • Data driven performance improvement – Create access to data – Publicize targets to staff 24 CCHHS Board of Directors
Governance of the Patient Experience Initiative CCHHS Board of Directors CCHHS Leadership Ambulatory Provident EMS Stroger EMS Quality Council Provident Stroger Quality Quality Committee Committee Patient Experience Council Director of Patient Experience 25 CCHHS Board of Directors
Patient Experience Work Plan • Customer service training Customer service training – Developed internally; incorporating best practices – Utilize input and data from vendors p – New employee engagement sessions • Leadership and accountability Leadership and accountability – Demonstrate priority/ role modeling – Empower managers to track data and implement p g p interventions • Operational enhancements 26 CCHHS Board of Directors
Customer Service Training • Three part training sessions Three part training sessions – Basic customer oriented behavior – Developing and expressing empathy p g p g p y – Basics of service recovery – ‘Train the trainer’ concepts built in p • Pilot complete with volunteer group (finance) and key managers; program evaluation has y g p g been excellent and interest in training is high • Roll out by department and ambulatory site y p y 27 CCHHS Board of Directors
Leadership and Accountability • Kick off to demonstrate system priority Kick off to demonstrate system priority • Leadership ‘walk ‐ rounds’ to reinforce concepts concepts • Manager training in acquiring and displaying data • Regular data presentations at quality committees • System policies on customer service behavior y p 28 CCHHS Board of Directors
Operational Enhancements • Telephone access ‐ call center Telephone access call center • Environmental service enhancement and oversight • Plans to improve patient access to parking • Plans to improve patient access to parking • Greeters and volunteers for welcome and way ‐ fi di finding • Wheelchair access for subspecialty clinic patients • Plan patient and family engagement for feedback 29 CCHHS Board of Directors
Timeline Jan Feb Mar Apr May Jun Jul Aug Sep Oct Customer service training Establish and utilize council Develop and test training material Manager training/ train the trainers System wide training begins System wide training begins Leadership and accountability Kick off initiative system ‐ wide Manager training in data analysis Leadership rounding Policy development and implementation Operational enhancements Call center, parking, greeters/guides 30 CCHHS Board of Directors
COOK COUNTY HEALTH & HOSPITALS SYSTEM Human Resources Metrics CCHHS Board Of Directors CCHHS Board Of Directors June 26, 2015 Gladys Lopez, Chief of Human Resources
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