From data to action

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Data is only useful when it is effectively turned into information, which is then used by people to take action. An example of profitable and measurable ROI is shown by MD Anderson's use of a dashboard to act upon data generated by their call center to increase patient conversion.

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From data to action

  1. 1. No Patient Left Behind Using data to improve patient satisfaction & business outcomes
  2. 2. The Customer Experience“Customer experience is bigger than customer servicein that it is the full, end-to-end experience.It starts when you first hearabout Amazon from a friend andends when you get the packagein the mail and open it.”- Jeff Bezos, CEO, Amazon.com
  3. 3. PracticeTheory
  4. 4. “Information Overload” “The average knowledge worker receives 93 e-mails per day – and many are unnecessary.” “If every knowledge worker in the U.S. were to send 10% fewer messages, the cost of information overload would be reduced by up to $180 billion per year.”Source:Information Overload Awareness Day study
  5. 5. Too Much Information? Data Or is the problem actually an overwhelming amount of data, and a failure to transform much of it into information? Information
  6. 6. The Value of Data Action Profitable Knowledge Useful Information Educational Data Interesting
  7. 7. Incomplete Data Missing Value Action Knowledge Information Missing Data Data
  8. 8. Poor Quality Data Missing Value Action Knowledge Information Data Insufficient Data Quality
  9. 9. Incomplete Data Synthesis Missing Value Action Good data is collected, but not used effectively Knowledge – Very damaging Information – Very common Data Data Data
  10. 10. The Customer Experience“Your most unhappy customersare your greatest sourceof learning.” - Bill Gates, Microsoft
  11. 11. ProcessActivity• Trigger event Response • Ask Questions Escalation • At-risk Follow Up Monitoring • Action – Process Change
  12. 12. Data in Action Patient Satisfaction – Single Clinic 85 80 Implemented Gelb 75 Experience Dashboard 70 65 60 55 50 45 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov National Ranking (Percentile)Source: Press Ganey
  13. 13. Action Drives Data Action Profitable Knowledge Significant Information Relevant Data Essential
  14. 14. PracticeTheory
  15. 15. Business Benefit Value Based Purchasing • Total Medicare spend: $502 billion (2009) – 1% withhold 2013 – Rising to 2% in 2017 • Withholding pool (>$10B) awarded for performance
  16. 16. HCAHPS Final Rule • Hospital Acquired Conditions • AHRQ Patient Safety Indicators • Medicare Spending per beneficiary measures – No future date specified for their inclusion • Only change from FY2013 is addition of Outcomes Domain – based on 3 mortality measures
  17. 17. Value Based Purchasing FY 2014 Domain Weighting Clinical Process HCAHPS 30% Outcomes (Mortality)
  18. 18. The System • 19 Area Clinics • 4,000-5,000 responses/month • Data acquired during patient checkout • Central database for comprehensive reporting
  19. 19. Timely Interaction,Open Questions Satisfaction Registration Facility Advocacy Procedure Recommend friend Overall or family?
  20. 20. Question Structure • Comment box appears when patient rates anything less than “Good” • Repeated for Facility, Test and Overall Satisfaction questions
  21. 21. Likelihood to Recommend • Rating only – no comments option
  22. 22. Escalation: At-Risk Patients • Rapid response to issues turns dissatisfaction into advocacy • Often able to address issues before a patient has left the facility
  23. 23. Staff Recognition • Heavily-used section • Exceptionally easy technique to deliver timely recognition to staff • Prevents anything important from “slipping through the cracks”
  24. 24. Completion
  25. 25. Email Alert: At-Risk • Automatic email to designee for service recovery action • Pre-defined procedure for follow-up • Designee closes out in system, or issue is escalated further
  26. 26. Response Details
  27. 27. Comments
  28. 28. At-Risk Patients
  29. 29. At-Risk Patients • Summary of individual patient response • Classification of root cause and other factors for reporting purposes
  30. 30. Sustainable Results Patient Satisfaction (All Clinics) 100 90 80 70 60 50 40 30 20 10 0 FY07 FY08 FY09 FY10 FY11 National Ranking (Percentile)Source: Press Ganey

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