Transcript HILL COUNTRY MEMORIAL - Texas Center for Quality & Patient

PATIENT AND FAMILY
ENGAGEMENT
APRIL 2013
Vision
Empower Others. Create Healthy.
Mission
Remarkable Always!
Values
Others First
Compassion
Innovation
Accountability
Stewardship
Strategic Always Goal
Deliver a Remarkable experience
that exceeds expectations
Target
95th %tile on each HCAHPS question
Action Plan Examples
• RESTORE Patient and Family Engagement
• Multiple Feedback Mechanisms
• Patient and Family Advisory Council
Restore Introduction
• Total Joint Replacement Program
– Patient-centered
– Evidence-based
– Comprehensive
– Dynamic and Collaborative
Restore
• Wellness Focused
• Pre-operative Training for Patients & Coaches
• Coaches Involved During Stay and at Home
• Group Therapy Sessions
• Graduation Celebrations
• Reunion Luncheons
Coach’s Role
• Each patient Identifies a Coach
– Attend preoperative training with Patient
– Attend the discharge class
– Nurses serve as a coach for patients without
family
• Attend therapy with the patients and
practice with them
• Educated throughout the patient's
hospitalization via a Coaching Checklist
• Provide Comfort and motivation
“Your Restore Unit is awesome as is the
personnel who man it. My whole experience
with Hill Country Memorial has been wonderful
from registration to home health care. I didn't
have to be concerned about anything relating to
my care in hospital and afterwards. Thanks for
filling your hospital with such wonderful, caring
staff.”
“My experience at the Restore program was
amazing. The staff was great - from the time I
went to class before my surgery, until my
discharge everyone was super. And what a nice
touch to send homemade chicken soup with us
as we were discharged. What a remarkable
experience.”
Online Ratings And Reviews
Online Ratings and Reviews
• Modeled after Amazon and TripAdvisor
– 5 star rating system with comments
– First Hospital in the Country
• Transparency of Comments
• Engages Current, Previous, and Future
Customers and Their Families
Online Ratings and Reviews
• Cards Displayed
• Cards Included in Discharge Packets
• Email to Patients
Respond to Every Comment
Patient and Family Advisory
Council
PFAC Purpose
To enable current and former patients
to offer their input and perspectives
on initiatives and to work on
improvement projects that are
personally meaningful
PFAC
• Each member completed an application
– Participation in the community,
– What he or she could bring to HCM, and
– Identified 3 opportunities for improvement
• Established selection criteria
– 12 former patients and family members
PFAC
• The team assessed the top comments from
the applicants, and scored each using an
initiative prioritization tool.
• First Three Initiatives:.
– Better wayfinding on the 1st floor
– Waiting rooms for improvements
– Nighttime processes around awakening patients
PFAC
• Report to the Board Quality Committee
Patient and Family Engagement
• Board Quality Committee
• Values Redesign
• Improvement Teams
• Patient Safety Committee
Patient and Family Engagement
• It’s the right thing to do
• It’s a journey
• Positively impacts reimbursement through
Value Based Purchasing
Patient and Family Engagement
• > 90th percentile on all HCAHPS categories
• 2013 VPB – HCAHPS score of 95% plus 20
consistency points
• Estimated 2014 VBP – HCAHPS score of 97%
plus 20 consistency points
Questions?
Contact Information
Debbye Wallace-Dooley
Chief Strategy Officer
[email protected]
Marilyn Sweeten
Restore Director
[email protected]
Mark Peterson
Patient Experience Director
[email protected]