The Yelp Effect: Hospital Reputation in the Triple Aim Era
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The Yelp Effect Hospital Reputation in the Triple Aim Era November 2016
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Transcript of The Yelp Effect: Hospital Reputation in the Triple Aim Era
The Yelp EffectHospital Reputation in the Triple Aim Era
November 2016
High Institutional Performance is The New Normal
With smaller margins for breakdowns and turnover, the performance and retention of people becomes more vital than ever.
”Our people are our most
important asset.”
Patient Experience
The Rise of Reviews and Rankings
US News Spikes ”Best Hospitals” Interest
“In addition, researchers found that hospitals with more stars on the Hospital Compare website have tended to have lower death and readmission rates.”
Intensified by New CMS Ratings
“The new Overall Hospital Quality Star Rating methodology takes 64 existing quality measures already reported on the Hospital Compare website and summarizes them into a unified rating of one to five stars.”
When searching online for hospitals, reputation now ranks highest in importance.
Reinforcing Google Analysis of Search Patterns
“There’s an exceedingly simple way to get better health care: Choose a better hospital. A recent study shows that many patients have already done so, driving up the market shares of higher-quality hospitals.
To receive care at a hospital with a one-percentage-point gain in survival rate or a one-percentage-point decrease in readmission rate, a heart attack patient traveled 1.8 or 1.1 miles farther, respectively.”
Reputation Now Drives Market Share
Triple AimQuality Drives
Economics
Rise of ReviewsPatients Define Quality
Quality is An ExperienceSafety, Efficiency, Satisfaction
Staff Are the Experience
Staff Drive the Quality Reputation
Aligning Process and Performance with Quality
How We Score What I Do EverydayDefe nsive
Medi cine
Grading Quality on a Human ScalePatients define quality on core concerns everyone can relate to. Positive or negatives are easily expressed and spread.
Satisfaction How did they make me feel?
Efficiency Did I have to wait needlessly?
Safety Did I feel unsafe?
Leadership Sets the StandardWelcome the challenge of greater scrutiny and patient feedback
Address rankings results - acknowledge flaws and celebrate successProvide staff with support and team training to enhance performance
Set internal stretch goals tied to leading indicators
Leading Reputation IndicatorsThe early signs that a patient will be a net promoter of the hospital
Experience: Long wait times, cleanliness, rework and missing supplies (like pillows and blankets) are red flags.
Safety: Adverse events and readmissions become word-of-mouth stories that last.
Communication: Well coordinated care management with pre and post-care communications is a “peace of mind” signal to patients.
Reputation of Safety
Now a Nationally Recognized Leader
in Quality and Safety
Scope: 3-year system wide Crew Resource Management training and tool implementation
• 6,000 leaders, physicians and staff trained • 26% reduction in adverse events• 40% reduction in patient safety indicators • $30m savings from avoided safety events
Better Teams, Better Systems, Better Care
We were the first organization to combine operational best practices from manufacturing, aviation and the military to eliminate waste and bring systematic problem solving and high reliability to healthcare.
Experience at 170 healthcare partners and counting
Lean waste elimination
TeamSTEPPScollaborative problem solving & risk reduction
About LifeWings
