5. How does UNMH survey patients?
How many survey versions does UNMH utilize?
How many languages does UNMH survey in?
How does UNMH access patient satisfaction data?
Measuring Patient Satisfaction at UNMH!
Reference Book Page 9
6. Reference Book Page 10
60
65
70
75
80
85
90
95
100
Jan -
June
July -
Dec
Jan -
June
July -
Dec
Jan -
June
July -
Dec
Jan -
June
July -
Dec
Jan -
June
July -
Dec
Jan -
June
July -
Dec
2002 2003 2004 2005 2006 2007
Score
Inpatient
goal
UHC
Patient Satisfaction scores over time (Inpatient)Patient Satisfaction scores over time (Inpatient)
7. Reference Book Page 11
70
75
80
85
90
95
100
Jan -
June
July -
Dec
Jan -
June
July -
Dec
Jan -
June
July -
Dec
Jan -
June
July -
Dec
Jan -
June
July -
Dec
Jan -
June
July -
Dec
2002 2003 2004 2005 2006 2007
Time Period
Scores
Medical Practice goal
Medical Practice
UHC
Patient Satisfaction scores over time (Medical Practice)Patient Satisfaction scores over time (Medical Practice)
8. How does UNMH access patient satisfaction data?
Measuring Patient Satisfaction at UNMH!
Reference Book Page 12
9. 3. Login with
Novell login
& password
2. Select Press
Ganey Service
Line
4. Select Press
Ganey Report
1. UNMH Intranet Customer Service
Home Page
Reference Book
Page 13
10. Essential Pages on PG Formal Reports
1. Executive Summary
2. Unit pages (Question Analysis)
3. Percentile Score Pages
4. Comment Report Summary (management level)
Reference Book Page 14
15. Managing and Developing to improve “patient sat”!
Developing myself as a leader in Patient Satisfaction
Learn
Listen
Network
Leadership
Reference Book Page 21
16. Service Recovery: A Review
Handling breakdowns = LAST
L is for Listen
A is for Apologize
S is for Solve
T is for Thank
Reference Book Page 25
17. What do I do with this information?
Evaluate monthly reports generated in InfoEdge &
create a unit specific action plan
(step by step action plan on pages 29-30)
Identify viable improvement tips via Solution
Starters
Utilize Online Forum to evaluate successful
initiatives via other Press Ganey clients
ACTION PLAN
Reference Book Page 28
18. (1) Gather unit scores for the last 6 months, and
(2) your solution starters,
… begin to
formulate a plan of action to improve scores in
your unit.
Share and discuss with your entire unit.
NEXT STEPS FOR YOU:
Reference Book Page 31
20. Best Practices:
After today, what will you and your unit
StartStart doing?doing?
ContinueContinue doing?doing?
StopStop doing?doing?
Reference Book Page 32
21. What would you like to see in future
managing patient satisfaction
sessions?
Please complete your evaluation & leave it on your
table.
1. Identify service lines in audience for later discussions. Write service line headers (i.e. Inpatient, Medical Practice, Ambulatory Surgery, etc.) on Large Post It Pad and place along wall.
2. Add challenges to each service line that indicates a challenge
Ensure we write notes on post it to summarize for next lead session modifications.
Talk through the visualization of the impact everyone has on patient sat…
1. Survey Versions: Mailed & Behavioral Health hand distributes due to federal requirements against mailing to BH patients.
2. 14 patient surveys
3. 3, English – Spanish – Vietnamese
4. UNMH Internet & eCompass Online Software
Only service line we survey 100%.
Service line that demonstrates the most improvement with an upward trend line.
This section may be skipped once you identify if everyone is familiar on where to access reports.
If everyone is clear skip it!
Executive Summary is okay to print, gives you an overview of how the entire group is doing as a whole.
Unit Pages will break down the data by unit or clinic for comparison.
Comment Reports are never posted and can be accessed by requesting data from Executive Directors for your department or generating a comment report via eCompass.
CECILIA
THIS IS UNMH
CECILIA
THIS IS NOT UNMH
CECILIA
THIS IS NOT UNMH
CECILIA
THIS IS UNMH
Learn:
how to access data and ensure you are reviewing data at least weekly.
Take OPD Classes OPD\ecompass
Lead Sessions & personal coaches
Listen:
to your unit staff members & patients while rounding.
Patient, employee & physician satisfaction scores
Network:
Talk with other unit members to identify best practices that could work on your unit (leaders you respect & admire)
Leadership:
Practice being a good leader (integrity, trust\teamwork, accountability, reward\recognition)
Utilize leadership guidance by attending monthly patient satisfaction meetings to keep informed of global improvement initiatives
Seek out external resources (i.e. PG National Conference & Regional Workshops) to assist with improvements on your units.
If you haven’t already, look to establish a service recovery process on your unit. This process would heavily concentrate on the handling of concerns and complaints by all staff members working on your unit.
Ensure that staff utilizes the LAST process
1) Listen to the patient\employee without interrupting them. They need to get their concerns out in the open.
2) Apologize for the inconvenience the person has experienced, there is no need to take blame or blame others. Simply apologize for what the person has encountered.
3) Find a solution. Ask them what you can do to make things better? If you cannot solve the problem, find the person that can.
4) Thank the individual for the compliant. We cannot improve if we are unaware that issues exist.
If you need a refresher course to generate custom reports - eCompass Basics Classes taught every third Thursday of the month via Learning Central Registration.
Solution Starters can be downloaded from Pager account or report can be generated by question topic on the Solutions tab on eCompass.
Online Forum is free access to anyone that has an eCompass account and can be very beneficial to research special topics. If you are unfamiliar with the program you can contact Customer Service Department for assistance on signing up.
Reference stories in guide for later reading.
Gather Info on post it notes to summarize both sessions and pass on to all units.
