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Improving Patient Satisfaction with Bellwether

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Bellwether assists hospitals to drive patient satisfaction.

Bellwether assists hospitals to drive patient satisfaction.


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  • 1. A powerful tool to enable proactive management of HCAHPS feedback to maximize Value-Based Purchasing yield, to increase both cash flow and profitability
    Bellwether:
    • A leading indicator of a trend
    • 2. Someone who assumes leadership of a movement or an activity
  • The patient-feedback continuum
    Configurable Question Sets
    Trigger Immediate Action
    Bedside Feedback
    ‘Shaping’ Results Through Proactive Management
    Supported by optional Accountability Tracking System
  • 3. Why Bellwether?
    • VBP is forcing a hard look at HCAHPS management
    • 4. Quarterly reporting is insufficient to aggressively manage outcomes
    • 5. ‘Trickle-in’ results posted online by survey vendors (while statistically valid) are samples that can be weeks old
    • 6. Bellwether provides an opportunity to identify and get in front of HCAHPS trends, and shape the outcome prior to scores having a detrimental effect on VBP yield
    • 7. Written discharge surveys can be difficult to administer and compile
  • Why Bellwether?
    • Real-time feedback from patient report cards
    • 8. Immediate actioning of results
    • 9. Accountability process attached to high $ items
    • 10. Risk-alert
    • 11. Real-time service recovery integration
  • How it works
    • Bedside interview based on department-configurable HCAHPS questions
    • 12. Controlled by Department Management:
    • 13. materiality thresholds managed
    • 14. HCAHPS target
    • 15. System alerts management to action after materiality threshold is met, HCAHPS target is not achieved
    • 16. Auto-integration with GoalMaster to provide rapid deployment, accountability, solution
  • Early detection. Early action.
  • 17. Trend identification, management.
  • 18. HCAHPS-based + flex questions.
    Hourly rounding?
    “Safe and Secure”?
    Joint Commission
    Key-Drivers:
    Xray
    Lab
    Nurse anticipating needs
    Special Interest
    Parking
  • 19. Accountability: Connecting below-target HCAHPS scores to actions that ‘move the needle’
    Auto-deposit of below-target HCAHPS action plan template into GoalMaster accountability module: ready for action
  • 20. Sustained and accountable action moves scores.
  • 21. Accountability. Sustained action. Score movement.
  • 22. How it works/what to expect
  • 23. How it works/what to expect
  • 24. How it works/what to expect
    Action plan can be built, or customized from templates provided.
  • 25. How it works/what to expect
    Weekly system-generated update requests: anecdotal, milestone.
  • 26. How it works/what to expect
    Opportunities abound to coach and improve management behavior:
    • Action plan guidance
    • 27. Progress reporting
  • How it works/what to expect
  • 28. Requirements:
    WiFi signal/ Plug-in “Internet Everywhere” stick
    Supplied:
    One hour training session (webinar)
    On line training course available for all non-attendees
    Net cruiser for bedside report cards
  • 29. FAQ:
    • Languages?
    • 30. English, Spanish
    • 31. Risk?
    • 32. Configurable, bilingual keyword alert
    • 33. Keyboard Sanitation?
    • 34. Prophylactics available
    • 35. Screen Size?
    • 36. Adjustable
    • 37. Patient identification?
    • 38. Via nurse log-in screen
    • 39. Sampling protocol?
    • 40. To be decided on site:
    • 41. Rec: discharge
    • 42. Management?
    • 43. Department-level controls (browser-based)
    • 44. Hospital-level controls (browser-based)
    • 45. Reporting?
    • 46. Department level, Hospital-level
    • 47. Monthly, date configurability
    • 48. Support?
    • 49. Blog/Community
    • 50. 18x365 email
  • Getting started
    Users
    Managers
    Webinar training
    Why is HCAHPS important?
    Why is immediate action important?
    What is Bellwether?
    How does it work?
    What do I have to do? How often? Etc.
    Is there support?
    Webinar training
    Question configuration and back-end use
    Interpretation of data
    Deciding when and how to sample
    Integrating GoalMaster
    Technical issues
    Support
  • 51.
    • A leading indicator of a trend
    • 52. Someone who assumes leadership of a movement or an activity