The document discusses strategies to enhance patient satisfaction through effective data utilization and customer experience management. It highlights the importance of transforming data into actionable knowledge, as well as the financial implications of information overload and its potential savings. Additionally, it emphasizes the significance of addressing patient feedback and rapid responses to improve overall outcomes in healthcare settings.

1. No Patient Left Behind
Using data to improve patient
satisfaction & business outcomes

2. The Customer Experience
“Customer experience is bigger than customer service
in that it is the full, end-to-end experience.
It starts when you first hear
about Amazon from a friend and
ends when you get the package
in the mail and open it.”
- Jeff Bezos, CEO,
Amazon.com

3. Practice
Theory

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. 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. The Value of Data
Action Profitable
Knowledge Useful
Information Educational
Data Interesting

7. Incomplete Data
Missing Value
Action
Knowledge
Information
Missing Data
Data

8. Poor Quality Data
Missing Value
Action
Knowledge
Information
Data Insufficient Data
Quality

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. The Customer Experience
“Your most unhappy customers
are your greatest source
of learning.”
- Bill Gates, Microsoft

11. Process
Activity
• Trigger event
Response
• Ask Questions
Escalation
• At-risk Follow Up
Monitoring
• Action – Process Change

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. Action Drives Data
Action Profitable
Knowledge Significant
Information Relevant
Data Essential

14. Practice
Theory

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. 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. Value Based Purchasing
FY 2014 Domain Weighting
Clinical Process
HCAHPS
30% Outcomes (Mortality)

18. The System
• 19 Area Clinics
• 4,000-5,000
responses/month
• Data acquired
during patient
checkout
• Central database
for comprehensive
reporting

19. Timely Interaction,
Open Questions
Satisfaction
Registration
Facility Advocacy
Procedure Recommend friend
Overall or family?

20. Question Structure
• Comment box appears when patient
rates anything less than “Good”
• Repeated for Facility, Test and
Overall Satisfaction questions

21. Likelihood to Recommend
• Rating only – no
comments option

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. Staff Recognition
• Heavily-used section
• Exceptionally easy technique to
deliver timely recognition to staff
• Prevents anything important from
“slipping through the cracks”

24. Completion

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. Response Details

27. Comments

28. At-Risk Patients

29. At-Risk Patients
• Summary of individual
patient response
• Classification of root
cause and other factors
for reporting purposes

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