Patient Liaison Program - Cleveland Clinic
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Patient Liaison Program: 5/21/2014 Patient Experience Empathy & Innovation Summit An Effective Method to Promote a Positive Patient Experience
Transcript of Patient Liaison Program - Cleveland Clinic
Patient Liaison Program:
5/21/2014
Patient Experience Empathy & Innovation Summit
An Effective Method to Promote a Positive Patient Experience
5/21/2014
Patient Experience Empathy & Innovation Summit
Goals of the Program To reduce patient anxiety with an advocate greeting at the time of consult.
5/21/2014 Patient Experience Empathy & Innovation Summit
Increase the patient’s knowledge of our service program.
Provide immediate and focused service recovery to patient complaints
During the initial consult we provide a brochure to patients highlighting the support services available focusing on psychosocial oncology opportunities. We encourage the patient and the family members to contact our office with any process or operational concern.
Services we have Available • 4th Angel mentoring program, • Art Therapy Room, • Cancer answer Line • Free wig boutique, • Free massages and facials. • Free Reiki
5/21/2014
Patient Experience Empathy & Innovation Summit
The patient liaison will also respond onsite to many issues – - excessive delays on day of appointment to see
physician or obtain treatment - scheduling errors - financial or billing concerns - delays in obtaining test results/records from outside physicians or facilities - poor service or concerns with interactions with physician or care givers - assistance in getting medication prescriptions approved or dispensed
5/21/2014 Patient Experience Empathy & Innovation Summit
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2012 2013
1294
2604
262
635
new patients (101%increase)
issues resolved (142%increase)
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160
2011 2012 2013
Taussig complaints toOmbudsman - 35%decrease
142
93
129
5/21/2014
Patient Experience Empathy & Innovation Summit
The patient Liaison program strives to immediately resolve patient complaints as well as assisting patients with contacting the ombudsman department if the issue cannot be resolved to their satisfaction
Scheduling errors, 79
Wait Delays, 114
Result Delays, 94
Primary Issues addressed in 2013
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Patient Experience Empathy & Innovation Summit
Contact Information Janet Shenal 216-371-5022 216-444-5461 [email protected]
5/21/2014
Patient Experience Empathy & Innovation Summit
Tyler Somershield 216-312-4910 216-444-6196 [email protected]
In Conclusion
The patient liaison program was developed to effectively focus on continuous service improvement, remove barriers to care, and enhance a positive patient experience. They will use the data collected from patient complaints to partner with continuous improvement and operational leaders and develop process resolutions. The patient liaison program promotes an integrated or coordinated approach to manage the continuum of care for the patient and their family members who trust their care to the Cleveland Clinic.
5/21/2014
Patient Experience Empathy & Innovation Summit
5/21/2014
Patient Experience Empathy & Innovation Summit
