Patient Experience Culture

Patient experience staff and a member of the Patient and Family Partnership Program will share our journey of developing a program that incorporates the patient and family voice in planning and decision-making across our health system, and the ongoing process of cultural shift towards comfort with patient and family involvement in operational and strategic work. We will describe our Partner recruitment process and model of tiered participation levels that allow patients and family members various ways to engage in the Partnership Program. Key to the program’s success is our defined road map for incorporation of the patient and family voice, which includes a readiness assessment of those requesting patient and family Partner involvement in their work, screening and orientation of Partners, orientation of stakeholders, stakeholder interaction with the patient and family Partners, and follow-up with Partners on outcomes from their involvement. We will share tools we have developed to facilitate patient and family involvement and videos about the program and our patient and family Partners.

Learning Objectives:

• Understand key elements of a road map to make a patient and family advisory program successful from both the patient/family and organizational perspectives
• Receive examples of forms and tools to facilitate a patient and family advisory program
• Learn about a tiered model that allows patients and families options for how they participate and can enable inclusion of patient and family voice across an organization with varying levels of readiness

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Over the last 18 months, The Emory Clinic, in Atlanta, Georgia, has made remarkable improvements to almost every aspect of the Patient Access experience. Through intentional and long-lasting efforts (led by a central Patient Access team and championed by physicians) around schedule optimization, call center enhancements, and removing access barriers, The Emory Clinic has seen tremendous progress in creating the ideal ambulatory access experience

Learning Objectives:
• How to create a consistent patient access experience
• How to accelerate and implement access improvements that are championed by physicians
• How to create a shared vision for the ideal patient access experience

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The ARC (Assessing Resident CICARE) Program is an innovative program that is comprised of a community of student undergraduate volunteers, UCLA Health Leadership, David Geffen School of Medicine Leadership, resident trainees, and staff who are dedicated to improving overall patient satisfaction. Undergraduate Pre Med Students survey patients using UCLA Health’s CI CARE customer service strategy to quantify resident trainees interactions with patients. Program goals include improved physician communication, providing patient feedback, meet ACGME requirements and evaluate the success of CICARE

Learning Objectives:
• Increase resident trainee awareness about the importance of communication with their patients
• How to increase patient satisfaction by improving physician communication
• How to develop a program such as this

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In the Commonwealth Primary Care ACO, our patient engagement starts with a focus on the patient and their PCP. Our organization’s approach is the opposite of most where, we take a bottom up, grass roots type of approach. We encourage all participants to try new things and find an individual approach that works for their needs.

Learn how you organization can:
• Establish that important, fundamental connection between the member and the PCP
• Encourage patients and partners to find common engagement in the community and between each other
• Find the next step of engagement links to specialists, ancillary, facilities and payors and others
• Develop these tools on a budget

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This presentation is based on the work of David Maister applied to how you can use psychology to change the perception of wait times in health care settings. Waiting can be a huge dis-satisfier and although we can’t always control the wait times (particularly in the ED), there are strategies to help lessen the frustration felt by patients and families waiting to be seen. An opportunity to discuss individual waiting strategies will be available at the upcoming Roundtable sessions.

Learning Objectives:

• How wait time affects patient satisfaction
• 8 themes regarding how waits are perceived
• How communication affects the perception of waiting

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Patient autonomy is a critical part of improving the patient experience, however, there are few efforts underway to shift practice patterns in a comprehensive manner that will support patient autonomy. True autonomy is not possible unless patients are informed, included, and independent (free of controlling external influences). We thus devised a comprehensive intervention designed to fully engage physicians and staff, as well as patients and their families, in the process of improving the health care experience by providing the pre-requisites to autonomy. This intervention utilized a “whole-clinic” approach; every clinic staff member and provider received assessment, guidance, and coaching on how to provide a patient experience that emphasizes keeping patients informed, included, and independent with a particular emphasis on teamwork and seamless and positive transitions for patients, from check-in to check-out.
There will be a particular focus on:
• Pre-requisites to autonomy and what true autonomy looks like in a health care setting
• Specific strategies for keeping patients informed, included and independent throughout an outpatient visit
• Lessons learned from this intervention that apply to inpatient settings
• The benefits of addressing all points of patient contact when facilitating autonomy

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How are you capturing the voice of the patient at your organization? How are you collecting data from multiple sources and getting a clear picture of your patients that will help define and prioritize improvement
Initiatives.

Panelists will discuss:
• Methods for capturing voice of the patient
• How to best analyze and visualize this critical feedback and relay it to the right parts of the organization
• How VoP can lead to improved compliance
• and ultimately, improved outcomes
• How patients can provide critical information about their own treatment and diagnosis
• How providers can learn to listen more proactively to their patients

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In this panel hear about the strategic and operational steps for including the patient voice on committees and projects and get insight into from patient advisors about their roles on the councils as well.
Learning Objectives:

• How to incorporate the council into your PX strategy
• Recruitment and orientation processes
• Cultural and organization change that results from the PFAC

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Potential Topics:

1. Prevention of physician burn-out—increasing provider engagement in PX efforts
Moderator: Peggy Greco, PhD, Clinical Psychologist, Director of Physician Coaching Program, Nemours Children’s Clinic

2. Purposeful leadership rounding
Moderator: Sandy Myerson, SVP & Chief Patient Experience Officer, Mount Sinai Health System

3. Using digital rounding to improve visibility and the patient experience
Moderator: Shawn Lemerise, VP, Business Development, CipherHealth

4. Exploring the connection between employees and patient experience outcomes
Moderator: Lynn Ehrmantraut, Senior Vice President, Performance Improvement, Avatar Solutions

5. Strategies for managing patients, patience and perception of wait time
Moderator: Jan Althouse, RDH, MHA, FACHE, LSSBB, Patient Experience Coordinator, Cook Children's Health Care System

6. Establishing a system-wide multi-disciplinary PX steering committee
Moderator: Renee Jones, Director, Patient Experience, The OSU Comprehensive Cancer Center-James Cancer Hospital and Solove Research Institute

7. Health literacy—closing the gap between clinicians and patients
Moderator: Doris Lopez, VP, Patient Experience, Interfaith Medical Center

8. Communication strategies to improve the patient-physician relationship
Moderator: Steven Kaplan, MD, Associate Chief Medical Officer,
Ambulatory Care and Patient Experience, New York-Presbyterian Hospital

9. Essential elements of a successful and sustainable patient experience strategy
Moderator: Rick Evans, Senior Director and Chief Experience Officer, Massachusetts General Hospital

10. Partnering patient experience with quality and safety
Moderator: Jean Ball, Chief Compliance Officer and Director of Patient Experience at North Shore Medical Center

11. Putting the value back on the patient/provider relationship
Moderator: Lance Donkerbrook, COO, Commonwealth ACO

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As a patient experience executive, it is your responsibility to prioritize patient experience initiatives and promote a patient-centric value proposition throughout your organization. This is your opportunity to gain honest feedback, debate strategic ideas and share high level insights in a closed door forum.

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