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Hardwiring Service Excellence
Hayley McCraney
Director of Patient & Guest Experience
UC Irvine Health
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Hardwiring Service Excellence
• UC Irvine’s service culture
• Keys to success
• ARI²SE Service Excellence training
• Outcomes
• Supporting Innovations
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UC Irvine’s Service Culture
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Keys to Success
1. Engaged C-Suite
• CEO, Terry Belmont
– Re-defined mission, vision and values
– Voices support weekly
– Includes service in goals
• Re-organized reporting structure before launch of service training
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Keys to Success
2. Excellence in the Details
• Marketing theme and logo
• Not a “program/ project”
• Unique launch week
• Special training invitation
• Original printed materials and giveaways
• Infectious positivity at all times in words and actions
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ARI²SE Service Excellence Launch
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• ARI²SE Service Excellence Pocket guide
• Enthusiastic arrival to work
• Staff lunch celebrations
• ARI²SE Service Excellence Pocket guide
• ARI²SE Logo-ed giveaways
• Hosted by CEO, Dean & Patient Exp. Ops Committee
Keys to Success
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3. Physicians Included
• Doctors are leaders
• Multi-disciplinary teams with varied technical levels in all sessions
• Our physicians have carried the messages forward
• Examples…
Physician Engagement
Patient care focused pocket guide created by our physicians & nurses
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Physician Engagement • Doctors leading the patient
experience discussion
• Customized MD dashboard
• Dear Doctor notepads
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Service Excellence Model
CUSTOMERS Patients
Families
Visitors
Vendors
Guests
Community
INCREASED Patient loyalty
Reputation
Revenue
Education
Donations
EMPLOYEES Peers
Direct reports
Across departments
Managers
School of Medicine
UC Irvine staff
Service
Excellence
The way we
treat
EACH OTHER
will exemplify
the way we
treat our
PATIENTS!!!
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Leading ARI²SE Service Excellence
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Leadership Course • Welcome by CEO • Pocket Guide on pillars of our
service culture • Highly interactive • Focus: How We Show We Care • Examples…
Perception IS Reality
There is a strong correlation between overall patient satisfaction with their provider and their perceived level of
communication.
Improved nurse and physician communication leads to a better patient perception of pain management.
Polished Communication Builds Trust
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“He told me about the whole procedure,
what it entailed, the recovery, the risks,
his training, where he went to college.
I felt like I would be a priority to him, that he had my best
interests in mind. It’s hard to find a doctor you trust, Dr. Kim has set the
bar pretty high.”
said Shannon Dargenzio about Dr. Jason H. Kim.
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Build Trust
• Why do we connect with some people and not with others?
• What does my body tell my customer, patient, co-worker?
Quiz: Right or left…
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Who cares more?
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Who represents you best?
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Which team do you want to work with?
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Who has been expecting you?
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Who do you want to see again?
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Our professional
image is perceived in
3 seconds
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Arrogant
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Welcoming
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Impatient
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Engaged
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How we SHOW we CARE
1. We make eye contact & smile.
2. We make introductions.
3. We guide guests.
4. We treat our patients, guests and each other like family.
5. We ask “Is there anything else I may assist you with? I have time.”
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ARI²SE Values
Accountability: Be a Role Model • Take responsibility • Pay attention to detail • Follow through
Respect: Be Present • Honor your surroundings • Foster courtesy • Celebrate diversity
Integrity: Be Honest • Work efficiently • Make the right decision • Value confidentiality
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ARI²SE Values
Innovation: Be Creative • Initiate change • Solve problems • Empower
Service: Be Professional • Polished communication • Work as a team • Express empathy & apologize
Excellence: Be Elite • Practice humility • Embrace greatness • Exceed expectations
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Patient Experience
“Everyone knows that great customer service is a
hallmark of highly successful businesses. But great
customer service in HEALTHCARE is more than “good business” – it allows
us to touch the lives of people at a time when they
are most vulnerable and where one simple act of kindness can mean the
difference between despair and hope.”
Teresa Conk, CSO
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Daily Huddles
• Multi-disciplinary • Cross-section of staff • Reinforce ARI²SE values • Increase recognition • Drive accountability
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Hardwiring ARI²SE Service Excellence
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Frontline staff training
• Cross section of staff
• Utilize existing meetings
• Customized curriculum
• Voice of the patient is heard
• Examples…
How We Show We Care
“If there is one way to summarize what I consider great service, it would be that level of service that I
wish for my mother or father if they were patients. Said otherwise, we should
treat each and every patient as if they were our family.”
Dr. Bill Barron, CMO
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Why do we have locker rooms?
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What comes to mind?
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What are they known for?
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What does the media say?
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What are YOU known for? Integrity: Be Honest
•Dress with Pride •Value confidentiality •On stage vs. off stage •Beyond HIPPA You are the author of
your own reputation!
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Outcomes: HCAHPS OVERALL RATING What number 0-10 would you use to rate this hospital?
• National 50th Percentile Top Box response = 68% • UC Irvine top box response VBP baseline (July ’09-June ‘10) = 70% • UC Irvine top box response last year (July ’10- June ’11) = 74% • UC Irvine top box response post training (July ’11- Nov. ’11) = 77.01%
COMMUNICATION WITH DOCTORS Physician communication composite is consistently improving:
• National 50th Percentile Top Box response = 80% • UC Irvine top box response VBP baseline (July ’09-June ‘10) = 74% • UC Irvine top box response last year (July ’10- June ’11) = 77% • UC Irvine top box response post training (July ’11- Nov. ’11) = 78.92%
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Overall Rating
65.00%
70.00%
75.00%
80.00%
85.00%
VBP Baseline
Last Year July Aug
Sept Oct
Nov
70%
74% 75.81% 79.28%
75% 77.19% 77.78%
Month 50th % Training Launch
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68%
Communication with Doctor
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65.00%
70.00%
75.00%
80.00%
85.00%
VBP Baseline
Last Year July Aug Sept Oct Nov
70%
74%
74.51%
81.17% 75%
78.35% 79.52%
Month 50th % Training Launch
80%
Supporting Innovations
HCAHPS Composite Teams • Cross-section of staff • Executives and Physicians
included and championed by staff other than patient experience team
Clean & Quiet composite • Personalized tent cards
address the 6 priorities • Implemented “Quiet Hours”
typically 2:00pm-4:00 pm
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Clean & Quiet Outcomes
CLEAN & QUIET Our composite score on environment is consistently improving:
• National 50th Percentile Top Box response = 64.5% • UC Irvine top box response VBP baseline (July ’09-June ‘10) = 65% • UC Irvine top box response last year (July ’10- June ’11) = 66% • UC Irvine top box response post training (July ’11- Nov. ’11) = 69.31%
• Monthly service focus in EVS staff meetings
• Comments about friendly EVS Staff
• EVS staff included in unit daily Huddles
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Clean & Quiet
60.00%
65.00%
70.00%
75.00%
80.00%
VBP Baseline
Last Year July Aug Sept Oct
Nov
70%
74% 66.82%
69.73%
75%
68.95% 67.23%
Month 50th % Training Launch
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64.5%
Supporting Innovations • Limited English Proficiency
Rounding
• Daily 2nd Day Inpatient Rounding
• Weekly Leadership Rounding
• Expanded Volunteer Services: • Music to Heal, pet therapy
and patient discharges, way finding assistance and greeters
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Supporting Innovations
Care Connect • Concierge service launched in Aug. 2010 including nurse
navigators, care liaisons and leadership support • Focused on friends and family of UC Irvine
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Supporting Innovations Our Patient Experience team • Director of Patient & Guest Experience
• Assistant Director of Patient Experience
• Senior Analyst of Patient Experience
• Customer Service
• Rounding Coordinator
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THANK YOU!!!
Hardwiring Service Excellence
Hayley McCraney
Director of Patient & Guest Experience
UC Irvine Health
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