Convert Gatekeepers into Advocates by Amanda Krantz - The Lean Startup Conference 12/9/14
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When your customers are large, complex organizations, key influencers act as gatekeepers between your MVP and your end users. How do you turn gatekeepers into advocates? Amanda Krantz, founder of DohJe, shows how her team navigated this maze to launch a software pilot program at UCSF, a large teaching hospital.
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Patient Satisfaction Patient Satisfaction Today • Ha.docx
Patient Satisfaction
Patient Satisfaction Today
• Has become an important buzzword in health
care.
• Patients have access to hospital “report card”
patient satisfaction and quality scores.
– Ex: Hospital Compare
• Hospital placing high priority for patient
satisfaction due to scores being tied to
reimbursement rates.
Patient Satisfaction Today
• Patients are better informed.
• Patients want to understand their medical
care and be a part of the decision-making
process.
• Health care is featured almost daily in the
media, increasing patient expectations of the
care provided.
How is Patient Satisfaction Measured?
• Hospital Consumer Assessment of Healthcare Providers
and Systems (HCAHPS) Survey.
• Standardized survey to gather and compare data across
the nation.
• 27 questions based on:
– Physician/Nurse/Staff Communication
– Hospital Environment
– Pain Management
– Overall rating
– Recommendation of Hospital
• Conducted through mail and/or telephone.
• Conducted after patient discharge.
Sample HCAHPS Questionnaire
• During this hospital stay, how often did nurses treat you with courtesy and
respect?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• During this hospital stay, how often did doctors treat you with courtesy
and respect?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• During this hospital stay, how often was the area around your room quiet at night?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• Would you recommend this hospital to your family and friends?
1. Definitely No 2. Probably No 3. Probably Yes 4. Definitely Yes
• Using any number from 0–10, where 0 is worst hospital possible and 10 is
the best hospital possible, what number would you use to rate this
hospital?
Hospital Compare
Impact of ACA on Patient Satisfaction
• Pay For Performance (P4P).
• DRG payments are adjusted based on
performance on HCAHPS (30%) and clinical
process measures (70%).
• Patient satisfaction makes up 30% of hospital’s
score.
– Recommend Hospital
– Rate Hospital 9–10
Excellent Patient Satisfaction
• Excellent customer satisfaction goes beyond
patient interaction during hospital stay.
• Organizations judged on customer service the
instant contact is made with patient or family
member (phone, face-to-face, email, etc.).
• Higher patient satisfaction with inpatient care
and discharge planning is associated with
lower 30-day readmission rates.
» Source: AM J Managed Care, 2011; 17(1): 41-48
Trickle Down Effect of Excellent Service
• Providing excellent service leads to happy
patients who are less anxious.
• Less anxious patients are more cooperative,
leading to positive results.
Patient Needs
• Customer-friendly environment.
• Compassionate, caring, and individualized
care.
• Respect for privacy.
• Cultural sensitivity.
• Timely and proper explanations about ...
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Transforming End of Life Care in Acute Hospitals AM Workshop 2: AMBER Care Bu...
Transforming End of Life Care in Acute Hospitals AM Workshop 2: AMBER Care Bu...NHS Improving Quality
Transforming End of Life Care in Acute Hospitals AM Workshop 2: AMBER Care Bundle by Dr Irene Carey, Susanna Shouls, Guy’s and St Thomas’ NHS Foundation TrustHISI conference 2016 - Ingrid Brindle & Dr Amir Hannan - November 16th 2016
This document discusses empowering patients by giving them access to their medical records and information online. It provides examples of patients being able to view test results, doctor notes, referral letters, and manage prescriptions digitally. Concerns about the "digital divide" and getting patients and practices onboard are also addressed. Specific statistics are given showing over half of patients at one practice having signed up for online medical record access.
General Practice Transformation Champions: Creating a new model of primary care
Workshops session 3 Presentation: Creating a new model of primary care provision at The Beacon by Claire Oatway
How to WOW your patients
The document discusses the importance of patient experience and satisfaction in healthcare. It emphasizes that soft skills are as important as clinical skills for doctors and staff. Treating patients with empathy, respect and going the extra mile can help build loyalty and referrals. Complaints from unhappy patients can negatively impact a practice. The document provides many tips for clinics such as minimizing wait times, greeting patients with a smile, addressing complaints effectively and gathering feedback to improve.
How to become a successful doctor
The document discusses the importance of patient experience and satisfaction in healthcare. It provides tips for medical clinics to improve patient engagement, such as treating patients with respect, improving soft skills, managing patient expectations, soliciting feedback, handling complaints effectively, and focusing on patient-centered care. The overall message is that prioritizing patient experience leads to better clinical outcomes, fewer errors, higher compliance rates, and a more profitable practice.
Discovery method Introduction
We tried a new approach that did not work as hoped. There were too many candidates, difficulty qualifying them, and low conversion rates. Possible reasons included currency exchange rates, losing potential patients between initial contact and assessments, and providing too much information too early without focusing on patients' needs. The document recommends using a "discovery method" where the facilitator asks open-ended questions to understand the patient's perspective and story rather than telling them information. The patient should talk 80% of the time while the facilitator guides the discussion to learn about the patient's specific situation and concerns.
The Strategic Imperative for Innovation
This document discusses health care reform in the United States and the challenges of changing the existing system. It provides three key points:
1) The US health care system spends more than other countries but does not achieve better outcomes, focusing more on acute treatment rather than prevention and chronic disease management. Major reforms through the PPACA and HCERA are attempting to transition the system to a new model.
2) There are significant barriers to changing the existing system, which is expensive, overbuilt, underperforming, and rooted in outdated paradigms. Professionals have resisted changes that impact their established roles, autonomy, and business models.
3) For the system to truly reform, it needs new practice
Patient Experience and HCAHPS by Ryan Abernethy, MHSA
Patient Experience. We all hear about it all the time, but what does it really mean? Why is it important? And how is it measured? Answers to all of those questions can be found in this presentation.
Similar to Convert Gatekeepers into Advocates by Amanda Krantz - The Lean Startup Conference 12/9/14 (20)
Why Hospitals need to prescribe Information therapy
Why Hospitals need to prescribe Information therapy
8 magical facts about patients , That you would die to know
8 magical facts about patients , That you would die to know
Patient Satisfaction Patient Satisfaction Today • Ha.docx
Patient Satisfaction Patient Satisfaction Today • Ha.docx
Understanding the Patient as the Patient and the Clinician
Understanding the Patient as the Patient and the Clinician
Transforming End of Life Care in Acute Hospitals AM Workshop 2: AMBER Care Bu...
Transforming End of Life Care in Acute Hospitals AM Workshop 2: AMBER Care Bu...
HISI conference 2016 - Ingrid Brindle & Dr Amir Hannan - November 16th 2016
HISI conference 2016 - Ingrid Brindle & Dr Amir Hannan - November 16th 2016
General Practice Transformation Champions: Creating a new model of primary care
General Practice Transformation Champions: Creating a new model of primary care
Patient Experience and HCAHPS by Ryan Abernethy, MHSA
Patient Experience and HCAHPS by Ryan Abernethy, MHSA
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The document discusses building a startup within a large company. It describes how Max-Antonio Burger co-founded VEZA SUR Brewing Co. as an employee of Anheuser-Busch's craft division Brewer's Collective. It explains that entrepreneurship is about pursuing opportunities to meet consumer needs, and that Lean Startup methodology helped the startup get off the ground despite risks. The document also outlines challenges of being an "intrapreneur" and phases of developing the venture from ideation to scaling up within the large organization.
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The document reflects on the author's failure to build the company Gumroad into a billion-dollar company. Some key points:
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- The market a company is in will determine most of its growth, more so than amazing products or fast feature development.
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C3: Optimize, Grow or Catapult: Where to Target Your Organization’s Innovatio...
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This document discusses strategies for getting leadership support for innovation programs:
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- Leaders and stakeholders should understand that the goal is to reduce risk by validating ideas before large investments, and that success means achieving a high IRL rather than scale, while failure means not achieving a high IRL or scale.
- Projects should earn additional funding through IRL milestones rather than receiving overfunding initially.
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- 2. Gatekeeper
- 3. 4 Key Gatekeepers • Hospital COO • VP of HR • Patient Care Manager • Philanthropy Officer
- 5. save money or make money for the gatekeepers
- 6. Higher Patient Satisfaction = Scores Higher Reimbursement Rates Billions of dollars in incentives
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- 18. Turn your gatekeeper into the hero
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- 20. www.dohje.com @amandakrantz Photo Credits: Sylvar Eric Raeber Thomas Hawk Kathryn Harper Cristian Ştefănescu