Engrained in Excellence A Medical Group s Strategic Service Program

Transcription

1 Engrained in Excellence A Medical Group s Strategic Service Program Who is St. Elizabeth Physicians? Our Mission: As a Catholic healthcare ministry, we provide comprehensive and compassionate care that improves the health of people we serve. 1,435 Associates (including providers) 32 Specialties & Services 110 Locations Serving over 279,000 patients Over 1.19 Million visits in 2014 A fully integrated, multi-specialty physician organization of St. Elizabeth Healthcare, one of the oldest, largest, and most respected medical providers in the Northern Kentucky region. 2 1

2 St. Elizabeth Physicians Medical Group Beginnings Grown to over 100 different locations, providing services to 279,000 unique patients in a tri-state area December 31, 2009 Number of SEP Providers 179 December 31, December 31, December 31, December 31, December 1, Culture Development How do we even begin to cultivate a unified group? 4 2

3 Early Development Cultural Development (Mission, Vision and Values) Set the vision and cultural expectation Develop core values Brand Identity Who are we and who do we want to be when we grow up? 5 Early Development No data! How do we set goals and establish benchmarks without any data? Quality Measurement Measurement of PPOC Physician Leadership Engagement Surveying 6 Physician Leadership 3

4 7 t e a m w o r k How we recognize & reward How we get better a c c o u n t a b i l i t y What we do to make it right e x c e l l e n c e What we do Associates & Providers Patients c o m m u n i t y Who we are Community 8 4

5 Engrained in Excellence Development 1. The modules are comprised of: Industry best practices Our own ideas 2. Packaging Creating a program that employees want to be a part of and can buy into 3. Operations Sponsor To fill the gap between a good concept and good execution 9 Engrained in Excellence: Phase Gantt July Phase 1: July June 2013 SSA Form Measurement Idea Factory Team & Measure Often Post Visit Calls Associate Sat. Survey Action Plans Associate Sat. Survey Audience: Directors Mtg. Action Plans Audience: Mgrs. Mtg. Data/Report Educations Sessions Phase 2: July June 2014 Phase 3: July June 2015 Phase 4: July June 2016 Thank-You Notes Have Associates Decision Matrix for Participate in Hiring & Interviewing Training August Measurement Transparency Develop a Service Excellence Advisory Group Provider Coaching Sessions H.E.A.R.T. SEP: Each managers and 1 associate. Manage-Up Start of Formal LDIs September October November December Leadership Evaluation Tool Associate Forums Kick-Off w/ Dr. Beeson Leadership Goals Meeting Audience: Mgrs and above] [+GL Request] Studer: Practicing Excellence: Engaging Physicians to Execute System Performance: CHI 9/5-9/6 Post Visit Calls Mgrs. Mtg. Service Recovery Database Formal Provider Sat. Survey Action Plans AMGA Provider Engagement Survey AMGA Associate Engagement Survey Moments of Excellence & AIDET (Train-the- Trainer with Managers. Have mgrs review 1 page of MOE/staff mtg.) Departmental Service Evaluations AMGA Provider Engagement Survey AMGA Associate Engagement Survey Departmental Service Evaluations Re-Fresh Phase I AMGA Provider Engagement Survey AMGA Provider Engagement Survey Departmental Service Evaluations January Communications Boards Audience: Mgrs. Mtg. Care Associate "Favorite Things" Form Grams Audience: Mgrs. Mtg. Climate Exciters: Logo wear PPOC Surveys for BH & CCS Rounding With a Purpose Audience: Directors Mtg. Service Recovery Verbal De-Escalation High-Middle-Low Conversations Training Audience: Directors Audience: Managers February March April May June Train Directors & Managers on PG IP Customer Service Training - 10 Things - Improving Your Patient's Experience Train (2) Managers on PG IP Pt. Perception Survey Action Plans A.I.D.E.T. for Hospitalists Provider Pulse Survey Advisory Board Associate Engagement Survey Provider Focus Provider Sat. Groups Action Plans Associate Provider Sat. Action Associate Satisfaction (March 17 Satisfaction Action Plans (Due Mid- Action Plans Plans (March 17) March) (Due Mid-March) Rounding With a Purpose Audience: Mgrs. Mtg. Re- Connect to Passion Set Next Phase of Points Based Recognition System (A,B,C,D) Strategic Provider Pulse Survey [+GL Request] Provider Pulse Survey Goals/Strategic Climate Exciters Secret Shopper Provider Program Coaching Associate Pulse Survey Associate Pulse Survey Sessions H.E.A.R.T. Rewards Tied to SEP: Each Outcomes "Loomis managers and Day Meetings Cup" Physician Appointment associate. All SEP Meeting "State of the Group" [+GL Request] Provider Sat. Action Associate Satisfaction Annual Service Plans (Due Mid- Action Plans Awards Ceremony March) (Due Mid-March) Provider Pulse Survey Associate Pulse Survey 10 5

6 11 Engrained in Excellence Module Highlights Establishment of Service Excellence talent Hired a Service Excellence Manager Extra-Industry Talent Service Standards Agreement (SSA) The SSA is an outlined commitment of behavioral expectations for our providers and associates. All behaviors tie back to our values All providers and associates are required to review and sign the agreement each year. Engrained in Excellence Module Highlights 12 Idea Factory All St. Elizabeth Physicians employees have a voice! Designed to provide all employees with a quick and easy way to share positive and valuable ideas with our leaders Online repository for employees to submit ideas and suggestions electronically In the first 18 months: 280 submissions 52% implemented (or alternate solution found) 6

7 Engrained in Excellence Module Highlights Moments of Excellence A chapter book that helps in identifying when key service moments occur in patient interactions and provides guided scripting in those scenarios This is a sustained program requiring managers to review one chapter per month with their employees. Online assessments are administered to ensure accountability. 13 Engrained in Excellence Module Highlights Action Planning Keys to Success Standardization Stakeholder development Monthly Action plan review sessions 14 7

8 Engrained in Excellence Module Highlights Engaging Providers in Modules Publication Specific to Providers (Provider Insider) Provider Coaching Sessions Provider Focus Groups Recognition for providers achieving top patient experience and quality scores Designated Physician Champion 15 Additional Modules 16 8

9 So What? Does it Work? Key Performance Indicators Patient Loyalty Provider Engagement Associate Engagement 18 9

10 Data Patient Perception of Care Began surveying with Press Ganey in December 2012 All Division and Practice leadership, Physician and Non- Physician have full access to the Improvement Portal YTD scores are published in our weekly group newsletter Distribution mode: Blended mail and ed surveys (PG Standard and CG-CAHPS questions) 19 Average 12,000 surveys returned each quarter Mail Reporting Push and Pull balance for reporting P U L L Managers have been educated and empowered to pull regular reports and interpret data P U S H The Service Excellence Team sends out monthly and quarterly reports Data is expected to be shared and discussed with associates no less than monthly 20 10

11 Incentivizing Improvement To encourage a higher level of engagement and accountability, survey results are used for goal setting initiatives and provider pay for performance (P4P) incentives. Physicians Executives Management Associates All employees and Providers have aligned incentives relating to patient perception of care scores. 21 Provider and Associate Satisfaction and Engagement Provider and Associate satisfaction and engagement is about making SEP the best place to work and care for patients. All of us working together to develop this environment will lead to success we can all share in Over the past four years we have implemented many programs and processes that our providers and associates have asked for. Responding to their needs and involving them in the development of these plans have had a positive impact on overall satisfaction

12 Our Progress Providers 2014 AMGA Survey Results: Response Rate: 73% Overall satisfaction with medical practice top-box response percentage: 32% Percentile Rank: The Overall Job Satisfaction for our Providers has improved 41 percentile points over the past 4 years. Our Progress Associates 2014 AMGA Survey Results: Response Rate: 80% Overall job satisfaction top-box response percentage: 36% Percentile Rank: The Overall Job Satisfaction for our Providers has improved 88 percentile points over the past 4 years. 12

13 Learn Today, Improve Tomorrow Define Challenges Culture Brand Identity Data Develop Program Comprehensive, long-term, deliberately constructed plan, that is supported by data and provides accountability to seeing the plan through Include Data and Accountability Push and Pull Balance for Reporting Full Transparency Aligned goals Incentivize with Rewards Stay the course!! 25 Staying for the conference? Jacob Bast Senior Vice President and Chief Operating Officer Mary Jindra Koch Director of Service Excellence & Communications 26 13

14 Questions? 14