4th quarter PressGaney
458 views · Published 2 October 2015 · 7:09 · Indexed 26 September 2026
Channel: PatientEducation.Video · 2015 · Film & Animation
October 1st will mark DAY 1 of quarter 4 of patient perceptions scores. That means that we can no longer impact Q3 score, but we can…with deliberate changes and efforts we can have a great last Q of the year. We have seen a steady improvement in our scores. We went from 148th out of 165 facilities in our comparison group, to the 80s in total ER patient experience ranking. I am VERY pleased with this improvement. ‘Glass is half full’…while it was almost empty a year ago. That is great right? Yes of course, BUT…this quarter (starting Oct 1st) is our opportunity to finish up the year STRONG and get us to the top 3rd in ranking. THAT is what I want our goal to be. 165 facilities * 1/3 that means we need to be 55th or better by Dec. 31st 2015. So…what more do we need to do to make this happen? Use the white board EVERY time. Your name, tests ordered, pain scale. Utilize this tool as an interactive communication board. I STRONGLY believe in this so ‘JUST DO IT’. 1. AIDET - Acknowledge, Introduce, Duration, Expectation of time/wait, and Thank the patient. 2. a. Sit down Print appropriate lab-work / x-ray results to take at the bedside b. Finish you interaction by asking the patient if they have any other questions before you walk out. c. 3. Discharge discussion with the patient. #1 and MOST important…lets go back to the basics. I am going to emphasize the tactics we have already discussed and SHOULD be second nature to all of you by now. So…now that you are all consistently and deliberately doing THESE steps with EVERY patient. What else can we do? 1. Concern for comfort 2. Re-informative about treatment. Well, lets look at the data. Our 2 lowest (medical provider specific questions) that score the lowest are So lets come up with a focused approach to improve THESE 2 patient perception metrics. I believe that by ‘coaching’ the patient throughout the visit will bring about the desired results without having to do ANY x-tra work. Don’t misinterpret to think that you don’t have to DO anything, but rather than it is work that you are already doing but not getting credit for it on the eyes of the patient and the family. I believe that if we make a deliberate attempt at using the word comfort as much as we can during the patient-provider interaction AND instead of coming in to ‘update’ the patient on their care, use the phrase “I am here to re-informyou about your care” our scores will SOAR in these PG scores. So how many times do we have to say the word ‘comfort’ or ‘reinform you about treatment’ so that patients actually HEAR it? 7 times. I an article published at the New York Times it was said, most people need to hear something 7x before they acknowledge you've actually said it. Lets take a look at this video and compare the provider-patient interaction in regards to what we have discussed in this presentation so far. Now…assuming the medical care was correct and timely, assuming that other than these patient interaction moments the rest of the care was unchanged. HOW DO YOU THINK THE PATIENT MIGHT SCORE THE PROVIDER FOR THE FIRST INTERACTION VS THE ONE ON THE SECOND CLIP?? Obviously this is a rhetoric question. Clearly the patient is going to score the second provider better than the first provider in the video. Did it cost us MORE work to do it like played in the second clip? Not really…but we did have to do some deliberate actions that we are not used to doing, and might, in fact, feel weird about doing them. I think I have, so far, made a SOLID argument about the expected behaviors and changes that I expect from all my providers in order to make this goal, of being on the top 1/3 for total patient perception ranking, by the end of THIS year. So there is only one final thing to say…are you with me or against me? There is NO middle ground, either you believe in this approach and will personally have the resolve the exhibit and practice ALL of these desired behaviors, or you do NOT and you will actually be working against us reaching the goal of TOP 3rd ranking by New Years.
