Your Patient Experience Strategy and Execution

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At UCLA Health, Executives, Directors and physician leaders regularly round with patients and families in its hospitals and clinics to improve the patient experience (and employee experience as well).

Learning Objectives:
• How to organize an effective practice of Patient Experience leadership rounds
• How to leverage patient feedback collected in rounds to improve the patient experience
• The Impact of Patient Experience Leadership Rounds on your organization’s culture

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We all understand the need for accountability as a critical element in driving performance improvement but very few organizations know how to execute a structure of accountability that stimulates an optimistic attitude and a culture geared towards results. The goal of this session is to help executives, patient experience officers and front-line organizational leaders analyze the effectiveness of their own organizational accountability infrastructure and where needed, implement a practical structure for accountability that produces sustainable results and engages the workforce in improvement activities.

Attendees of this session will:
• Learn about the key cultural attributes of an accountable organization and how you can create this type of culture within your organization
• Identify and understand the three “A”s of accountability and be able to apply in their own areas of responsibility

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The 4QPX Model (4-Quadrant Model for Patient Experience) is a foundational framework for an organization's patient experience journey. This framework can be used both from a gap analysis and a strategic planning perspective.

During this session participants will explore:
• A balanced approach to assess the current state of their organization relative to its patient experience initiatives
• An alternative method to understanding an organization's strength and weaknesses
• How to use the 4QPX model to prioritize and plan for future success
• Developing executive buy-in to the patient experience strategic planning process

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The patient's voice is our actionable currency in the world of Patient Experience. It is how we influence our key stakeholders, change processes and impact caregivers. New sources of data collection allow us to move from a reactive to an in the moment responsiveness and eventually to a proactive position around using patient experience information to make change. We will discuss how we used an organizational re-structuring to re-evaluate our data collection and provide improved insights to our key stakeholders.

Following this talk participants will be able to:
• Describe various current and future tools for collecting patient experience data beyond basic CAHPS surveys
• Understand how to align key stakeholder strategic goals with data collection and analysis
• Align tools, analysis and reporting for better decision-making

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Every day patients and clinicians meet at crossroads, faced with deciding what care is best for that individual. Even in an optimal setting with engaged patients and clinicians, shared decision making (SDM) isn’t easy. Hear about the challenges one family faced when trying to make decisions to treat their son with Crohn’s disease. Then hear from about the physician challenges: communicating complex risk information, treatment options, benefit and harm tradeoffs, all while trying to understand that patients goals, values, and preferences. Finally, hear how decision aids can help address these challenges and can prime and augment the SDM process so conversations are more effective.

Learning Objectives:
• Understand the real-world challenges SDM poses for patients, families, and clinicians
• Learn how decision aids help address challenges and how they help create a better, more effective experience for everyone
• Recognize why SDM and decision aids need to both deliver clear and unbiased information and also be emotionally intelligent

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Perception of staff responsiveness is a key indicator of overall patient satisfaction and a domain of focus for many organizations. In this workshop, we will share how Cone Health leveraged the power of curiosity to gain deeper knowledge of why patients press call lights and how to ensure patient needs are met more consistently and with fewer interruptions to staff. Through practical application of curiosity and behavioral chance concepts, workshop participants will partner together to build a “responsiveness system” from the ground up.

Learning Objectives:
• Learn the core patient preferences that determine patient perceptions of responsiveness
• Learn how to eliminate one of your most frequently used, but least effective responsiveness mechanisms
• Learn how to build a high-functioning responsiveness system from the ground up and how to get buy-in from staff and inpatient department leaders

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Potential Topics:
1. How to get involved with technology decisions at your organization

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Congrats! Many of us in the field of patient experience have been working hard on what drives patient experience and interventions to address it. Despite en emphasis on the experience, many of these efforts continue to focus on HCAHPS domains themselves. However, the future of patient experience will be about how we fit into population management, access, and innovation. In order to reinforce patient experience as a mainstay of organizational strategy, this talk will highlight specific, creative projects around empathy in design that can differentiate you and your organization.

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