Transcript The Patient Care Experience

IMPROVING THE
PATIENT’S CARE
EXPERIENCE WITH A
PATIENT CARE NAVIGATOR
LINDA HEPPNER, Patient Care Navigator
History of the Patient Navigator Job
Definition of Patient Care
Navigator
A patient care navigator helps
support and guide the patients in
the course of medical care.
•
Patient Navigator
characteristics and qualities
To be effective :
Must build working relationships
Work with patients
work with the healthcare team,
work with community resources
solve problems
direct patients to resources and manage
information
ROLES AND RESPONSIBILITiES
Duties
To improve patient coordination of patient
care and reduce barriers, I work with
different groups of people in the hospital.
When I find there is a problem with the
care, I relay the message to the proper
department so it can be dealt with
immediately.
Building Effective Patient
Relationships
Care:
Patients feel cared for when
someone takes time to understand their
needs and expresses a willingness to help
them cope with the difficulties in getting
care
Quote: Dr. Francis Peabody
“The secret in caring for the patient is in
caring for the patient.” From his lecture to
Harvard medical students in October 21,
1925
COMMUNICATE:
Must be an excellent communicator and an
effective listener. It builds trust and can be
very therapeutic for patients. Must explain
things in a kind and caring way.
Questions I ask the patients
Are you happy with your room?
Is the room warm enough?
Do you have any concerns about the food? And if so what
are they?
Do you know who your caregivers are today?
Do you know what your care plan is today?
Do you understand your medications and what they are
for?
Does your Provider explain your care plan to you and what
your treatments will be?
Do you feel the room is quiet enough?
Is your room clean?
Is your light answered timely?
Results of the visits to
inpatients Jan-July 2014
Rounded on 33 patients
20 rated the hospital a 5
2 rated the hospital a 10
7 rated the hospital a 4
1 rated the hospital 4.5
1 refused to rate the hospital
1 had several concerns
1 rated the hospital a 3
How to educate staff about
the HCAHPS questions?
The department managers have been
watching The HCAHPS Breakthrough Series
from Custom Learning Services. This series
covers all the HCAHPS questions.
HCAHPS WEBINAR
“The Quiet Revolution”
Noise offenders
1. the ice machine in the hospital
2. the air condition outside of Room 2
3. Volumes on TV’s turned up on high in patient and
residents rooms
4. The nurses and staff talking loudly at the desks especially
at night
5. Patients in semi-private rooms who have noisy room
mates
6. No set times for quiet times in the afternoon
7. There isn’t a non-verbal sign established in regards to
noise in the hospital
8. Stop unnecessary paging
THE GOAL OF ALL STAFF
To create a quiet revolution at our
hospital
CEO will issue a “License to Silence”
empowerment card to all staff
There will be universal non verbal sign for
quiet
All departments will do creative thinking on
how to resolve our noise offenders
Department heads educate their staff on the
quiet revolution
SHERIDAN MEMORIAL HOSPITAL
EMERGENCY ROOM FOLLOW-UP PHONE CALL
PATIENT____________________________ DATE in ER_____________
PRIMARY COMPLAINT________________________________________
ER NURSE__________________________________________________
ER PROVIDER_______________________________________________
(Hello<Pt. Name>, this is <Nurse Name.>. I am a nurse at Sheridan Memorial Hospital. I just
wanted to follow up on your ER visit <date> and see how you are doing today?”)
Are you feeling better?
Is there anything you need? (i.e., supplies, medications, assistive devices, etc.)
Do you have any questions about <primary complaint> today?
Do you have any questions about your discharge instructions?
Have you scheduled a follow up appointment with your provider?
Is there anything else I can help you with?
“ if you do have any questions or concerns later on, please feel free to call your Provider at the
Clinic or the Hospital Nurses desk at 765-3741. You will be receiving a patient survey. If you
have any suggestions about how we could have made your ER experience better, please make
sure you include them in that survey.”
Patient Navigator Signature:_____________________________________________________-
PATIENT QUESTIONNAIRE
PATIENT QUESTIONNAIRE
You or a loved one was recently a patient in the Emergency Department at Sheridan
Memorial Hospital. So that we may evaluate the quality of our care and continue to provide the
best possible healthcare, we would appreciate it if you would take a few moments to complete
the enclosed questionnaire. We depend on patients and family members like you to provide us
with information about how well we are doing our job. Any additional comments and
suggestions are important to us, so please feel free to include them on your survey. We thank
you for taking the time to complete this questionnaire and for your interest in Sheridan
Memorial Hospital.
Circle One
YES NO
1 I was greeted courteously upon arrival in the Emergency Department
YES NO
2 I found the facility to be clean and tidy
YES NO
3 The nursing staff was friendly and courteous
YES NO
4 The wait time before I saw the provider was adequate
YES NO
5 The staff was able to manage my pain while in the Emergency Department
YES NO
6 The amount of time the provider spent with me was adequate
YES NO
7 I felt confident with the care I received
YES NO
8 I was treated courteously by the provider
YES NO
9 I was given follow-up instructions
YES NO
10 Did your visit require a blood draw? If NO, please skip to question #13
YES NO
11 I was treated courteously by the person performing the blood draw
YES NO
12 I was notified of lab results within 10 days of my appointment
YES NO
13 Did you visit the Imaging department during your clinic visit? If NO, please
skip to question #16
YES NO
14 I was treated courteously by Imaging department staff
YES NO
15 I was notified of Imaging results within 10 days of my appointment
YES NO
16 Overall I am satisfied with the visit
17 I would return to Sheridan Memorial Hospital if I had another health problem YES NO
Any additional comments here:
You or a loved one was recently a patient in the Clinic at Sheridan Memorial Clinic. So
that we may evaluate the quality of our care and continue to provide the best possible
healthcare, we would appreciate it if you would take a few moments to complete the enclosed
questionnaire. We depend on patients and family members like you to provide us with
information about how well we are doing our job. Any additional comments and suggestions
are important to us, so please feel free to include them on your survey. We thank you for taking
the time to complete this questionnaire and for your interest in Sheridan Memorial Clinic.
Circle One
YES NO
1 I was able to make an appointment that was convenient for me
YES NO
2 I was treated courteously when making the appointment
YES NO
3 I was greeted courteously upon arrival in the clinic
YES NO
4 I found the facility to be clean and tidy
YES NO
5 The nursing staff was friendly and courteous
YES NO
6 The wait time before I saw the provider was adequate
YES NO
7 The amount of time the provider spent with me was adequate
YES NO
8 I felt confident with the care I received
YES NO
9 I was treated courteously by the provider
YES NO
10 Did your visit require a blood draw? If NO, please skip to question #13
YES NO
11 I was treated courteously by the person performing the blood draw
YES NO
12 I was notified of lab results within 10 days of my appointment
YES NO
13 Did you visit the Imaging department during your clinic visit? If NO, please
skip to question #16
YES NO
14 I was treated courteously by Imaging department staff
YES NO
15 I was notified of Imaging results within 10 days of my appointment
YES NO
16 Overall I am satisfied with the visit
YES NO
17 I would return to Sheridan Memorial Clinic if I had another health problem
Any additional comments here:
OPTIONAL: Name ______________________________________
Telephone _______________________
If you would like to speak with our CEO about your care or the way you were treated at your last visit,
please call 406-765-3700.
OPTIONAL: Name ______________________________________
Telephone _______________________
If you would like to speak with our CEO about your care or the way you were treated at your last visit,
please call 406-765-3700.
Call Backs to ER and Observation Patients
“I really appreciate this call and concern, nothing
like living in a small town.”
“I was treated very well by the nurses and the
provider.”
“Honey, I am very happy with Sheridan memorial
Hospital. There is no need to complain.”
“Great service. No wait time.”
“I can not pay my bill in full. How do I go about
setting up a payment plan?”
“How often do I take the nebulizer? My son says
take it every 6 hours?” I am having trouble with
my breathing.
“My provider was wonderful. She was ver y
thorough and knowledgable.”
Patent Satisfaction and Facts
Japanese phrase for customer service means “Honored
visitor in one’s house.” We need to treat our patients as
if they are guests in our home.
Statistics say that a happy satisfied patient will tell 5
people. An unhappy, unsatisfied patient will tell 10
people.
Conclusion
The patient care navigator role at
our hospital will work closely with
the QA/QI coordinator.
We have chosen a vendor for our
HCAHPS survey for inpatients
and that is Custom survey
solutions from Big Timber.
QUOTE BY Rob Brandt, CEO SMH
“By bringing the patient care data to the
top, it will help the decision makers of the
hospital know what opportunities there are
to improve patient care and satisfaction.”
“It all starts with the grassroots efforts of
visiting with the patients to learn more
about how they perceive their care.”
Questions:
Recommended reading
“Satisfaction Guaranteed-How to Satisfy
Every Customer Every Time” Author Brian
Lee, CSP
“HCAHPS Breakthrough Series” (A step to
step guide to achieving sustainable
improvements in the HCAHPS scores) by
Custom Learning Services
1-800-667-7325
website: customlearning.com