This Genesis Cup 2012 runner-up presentation by Medical Director, Harry "Tripp" Wingate, MD and Shayne Middleton, RN, RDCS describes the process used at EMH ED to “flip” the complaint to compliment ratio – a crude measure of customer service performance in a rural ED. The presentation details steps from training on AIDET to the key issues in providing effective feedback to ED staff. Special emphasis is given to the tricky issue of email communication and compliance with HIPAA. New web-based tools (WinZip.com and MyFax.com) for safe email communication are introduced to the audience with comments on benefits and usage.

1. Genesis Cup
Recognizing Innovation in the ED

2. Hospital Statistics
• 7000 Annual volume
• 6 Bed ED
• Single Physician Coverage
• 2 Nurses per 12 hour shift

3. The Challenge
“Flip the C-2-C Ratio”
By
Decreasing Complaints
Increasing Compliments
to
Improve HCAHPS Scores

4. Communication Schema
Hospital
Collects Documents
(Complaints, Surveys, Compliments)
Feedback :
- Prompt
-Transparent
- Complete
- Fair
EDNM & SMD Review
Staff EP Receives Feedback &
And Investigate
Takes Corrective Action

6. Methods
(October 2010)
AIDET Training for Physicians & Staff
Phase I - Training Period
• Staff In-service on Studer tactics
• Physician conference call on AIDET
• AIDET “quick start” material distributed
• Links to AIDET webinars on EmCare website
• Integrate Prompts into Workflow

7. Methods
(October 2010)
Phase II – Performance Feedback
Feedback regularly given to Staff
(This was the key to success!!!!)

8. Giving effective FEEDBACK….
Prompt
Fair
Transparent
Secure
Sounds Simple but what
about PHI and HIPAA?

9. “Low and Hi Tech” Approach
“Old School”
• Bulletin Boards in
secure break areas
• Secure mailboxes

10. Audience Email Survey
How many of you routinely:
• Send encrypted PHI to your Docs?
• Unencrypted PHI to Docs?
• Do not routinely send PHI?

11. Email, PHI and HIPAA
• Know definition of PHI www.HIPAA.com
• Check Hospital policy on email and PHI
• Prefer Hospital to send encrypted docs

12. “Best Practice” Principles:
• Disclaimer signature claiming QA privilege
• No PHI in subject line or body of email
• Encrypt PHI containing attachments
• Send passwords in separate emails
• Do not use email for crucial or sensitive
communication

14. www.MyFax.com
• Personal Fax Number
• Automatically coverts fax to PDF doc
• Automatically securely sends PDF to email
• Cannot encrypt sent docs

15. www.Winzip.com
1. Download files to desk top
2. Select file to Zip, then right click
3. From menu select “Winzip” then “Add to Zip file”
4. From Winzip menu choose “Encrypt”….done

16. Communication Schema
Hospital
Faxes
Documents
Feedback Loop
Prompt, Transparent Fax
and Complete
Zip
Staff EP Receives PDF SMD Reviews
via Email – PDF – Forwards via
(Admin/Med Staff CC’d) Email (Encrypt if PHI)

18. Great Success!!!!
14
Training
Baseline Feedback
8
4
3
Jul-Sep Oct-Dec Jan-Mar
2010 2010 2011

19. Flipping the C2C ratio will send your
CEO to their “happy place”…
What will
they think
of next???
Questions????
Email: wingateh@bellsouth.net