Leadership Category Jim Hyde, President Bone & Joint Hospital SSM Health Care.
Case Study: SSM Health St. Louis University Hospital · 2018-04-21 · SSM Health St. Louis...
Transcript of Case Study: SSM Health St. Louis University Hospital · 2018-04-21 · SSM Health St. Louis...
Case Study: SSM Health St. Louis University Hospital
SSM Health St. Louis University Hospital
• Academic Medical Center – 356 Beds• Key Statistics:
– Employees: 1,908– Admissions: 17,001 annually– Emergency visits: 43,484– Outpatient visits: 91,712– Surgeries: 9,018
• Located in St. Louis City County• Key Characteristics:
– Safety Net Hospital– Teaching Hospital– Level 1 Trauma Center– Known for transplant, cardiovascular, stroke, GI, and
other tertiary care services
Courtesy & Respect Pilot Overview
“Assist SSM SLUH with the development of a courtesy and respect training pilot for their care partners, phlebotomists, environmental services team associates, transport staff, ED techs, and front desk staff with the goal of improving patients’ experiences.”
Metrics: Courtesy & respect items on the Press Ganey survey for:
• Environmental Services• Phlebotomy• “Nurse”• Staff
CCRT – Courtesy, Care & Respect Team
• Identified high performers in each area to lead the design work
• Defined what courtesy & respect means to them
• Named the team – CCRT
• Determined the approach (HEARTS)
• Highly engaged group with ongoing
involvement
International Institute of Saint Louis
• Many new immigrants & refugees working at St Louis University Hospital
• Worked with the Institute in design to help this approach work across cultures
Our HEARTS are Here
Training
Courtesy and Respect Workshop
20-25 Staff Attendees Who are Not on Work Assignment
Courtesy & Respect Training Comments & Ratings
• General comments and suggestions
– Great and informative workshop, I hope it is implemented to all staff
– Definitely get the nurses and doctors involved
– Thank you for having the workshop
• What will you do differently?
– Keep good eye contact
– The workshop made me more aware of my attitude towards others. Encouraged me to smile and interact more.
– Knock and pause before entering room, sit down with patient
– Be more positive, use open-ended questions
– Be more respectful and attentive
– Continue to be present and accessible
– I just want to continue to be happy, positive, always smile, and continue to be a light here at SLU hospital.
* Average Rating 9.1 out of 10!
Care Team Coaching
Individualized, Positive, & Confidential
Care Team Coaching• Individualized 1:1 sessions on the unit/in the department
• Staff on their regular assignment with affording maximum patient interactions Does not interfere with patient care or normal job duties
• Built on best practices in communication & patient experience
• Each participant receives a customized plan for how to improve their communication based on their own personal strengths and opportunities
Cohort Analysis – EVS Staff
Toolkits were developed to support EVS Leaders in focusing on these inconsistencies and opportunities with their staff.
Care Team Coaching :Train the Trainer Pathway
Identify, Vet, Recruit Coaches & Coordinator
Begin Communication
DTA Begins Coaching
Training Workshop for Coaches
Communication Continues
DTA Continues Coaching
Coaches in Training Observe DTA Coaching
Communication Continues
DTA Continues Coaching
Coaches in Training Coach with DTA Observing
Communication Continues
DTA Continues Coaching
SLUH Coaches Coach
Communication continues
Pilot Metrics – Percentile ComparisonBaseline for Discharge Dates: 12/1/2015 – 11/30/2016Pilot for Discharge Dates: 12/1/2016 – 4/30/2017
1112
910
9
1314
9 9
18
0
5
10
15
20
25
Friendliness/courtesy of thenurses
Staff attitude toward visitors Courtesy of person took blood Staff concern for your privacy Courtesy of person cleaning room
Pilot Metrics Percentile Baseline vs. Pilot Comparison(Baseline: 12/1/2015 - 11/30/2016 (n-size ~4400)
Pilot: 12/1/2016-4/30/2017 n-size ~2100)
Baseline Pilot
EVS Focus Prior to Courtesy & Respect Pilot
• Did not have a “Courtesy” question, prior to SSM’s purchase of SLUH
– Hospital used Tenet’s internal SMART Survey
– Transitioned to Press Ganey December, 2015
• Housekeepers were employed by 3 different EVS Contractors in one year (2015)
– Each had their own methods of improving Patient Experience
– Focused on AIDET exclusively
EVS Focus Prior to Courtesy & Respect Pilot
• Hire the right people, focus on their ability to deliver excellent customer service, as the #1 qualification
• Post Patient Satisfaction Scores, and discuss in daily pre-shift huddles
• Trophies given out Monthly to the specific units with the Highest Score, and Most Improved– Deliver trophies, filled with candy
to the Unit, along with tray(s) of cookies. Trophies are kept on the unit until the next month
Leader Rounding at SLUH - PurposeEquip leaders to efficiently and effectively round on both their
frontline staff and their patients and families.Training
Patient & Employee Rounding
Press Ganey Data
Rounding Tracking App
1:1 Data Sessions
Armside assistance with Press Ganey Data
Reinforces training
1:1 CoachingPositive, affirmative, supportive
Focused on patient & employee rounds
Reinforces training
Rounding – Key Questions: Inpatients1. When you press the call light, what happens?
2. Tell me about your care team. Is there anyone who has been particularly helpful to you today that we can recognize?
3. How would you describe the cleanliness of your room and bathroom? Tell me about your housekeeper… Who has been your housekeeper?
4. How has your pain been? How have we been managing your pain? What, if anything, do you think would help make it better?
5. If you had one suggestion for us what would it be? Or “What is one thing we can do to improve?”
Results of Rounding
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EVS Current Focus • Using Sodexo’s FOSS & CARES customer
service platforms to train employees– Crosswalk to HEARTS
• Posting Patient Satisfaction Scores by Unit, highly visible, discuss with staff at all daily huddles
• Continuing to hire the right people.
• 100% implementation of “Cues of Clean”– VIP fold and Gold Seal on TP
– Tent Cards, with Housekeeper’s name
– Sanitary strip over toilet
– $25 Gift cards to employees who are mentioned by name on PG Comments
EVS Current Focus• Picture Perfect
– How the rooms and restrooms should look and be setup after every discharge cleaning
– Laminated and placed on each Housekeeping Cart
• ENGAGE Treasure Chest – Small items Housekeepers can give to
their patients (such as playing cards, notepads, small stuffed animals, etc.)
– Gives Housekeepers another tool to allow them to engage with their patients
• EVS Managers round daily on patients• EVS Managers round monthly with each
of the Nurse Team Leaders, Assistant Directors and Charge Nurses
Janiece Gray, MHA, BSW, CPXP
CEO, Founding PartnerDTA Associates, Inc.
Questions & Answers
James Galloway
Director of Housekeeping, SSM Health Saint Louis University Hospital
Next…
Lunch12:15 PMRiverside
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