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The stakes
are increasingly high when it comes to patient satisfaction scores. Developed
over years of working closely with hospital administrators, directors,
and staff, the Rapid-Response System is designed to improve both processes
and culture which impact Service Excellence, as perceived by patients.
Much more than a survey, this is facilitated improvement system
which utilizes a unique customizable survey tool (developed working with
end-users) to help direct and target improvement efforts. Bi-weekly
actionable and detailed reporting is available for Inpatient, Emergency
Department, and/or Outpatient Test & Treatment areas. Hospitals may
exclusively target low scoring "achilles heel" areas or rotate
the service across multiple inpatient floors for economies of scale.
User-friendly
reports with detailed verbatim comments are shared with multi-disciplinary
staff to heighten awareness and engage all levels of the organization
in developing improvements. Resultant action plans and subsquently shared
with a leadership team for input and implementation support. Physician
scores and comments are also shared with senior leadership. The result
is an integrated effort and an extremely cost-effective and powerful tool
(which can easily be adapted within the context of an existing Service
Excellence program) to improve patient satisfaction, patient and physician
loyalty, and community word-of-mouth.
Bi-weekly
and Quarterly Sample Reports Include:
- Questionnaire
(English Sample): Emphasis is placed on "key driver"
questions. Patients are contacted by a professional phone interviewer
within a week of discharge, ensuring highest recollection and enabling
service recovery. Large sample sizes targeting inpatient, ED, or outpatient
populations.
- Rapid-Response
Unit/Floor Report: Frequent reporting enables rapid-assessment
of improvement initiatives. Reporting and trending includes actionable
quantitative scores, root-cause comments, and specific staff mentions
(for reward and recognition or performance management). Specific behaviors
are referenced for cultural impact.
- Rapid-Response
Verbatim Comment Report: Highly detailed comments with
root causes probed for areas of dissatisfaction. Staff and physician
names included for positive comments and concealed for negative comments
(negative staff mentions are provided confidentially to facilitate coaching
and performance management).
- Service
Recovery Request Report: Provides the hospital with the
opportunity to conduct rapid service recovery for patients who are either
dissatisfied or who specifically request a follow-up contact from the
hospital.
- Proactive
Service Recovery Report: Quickly identify any patients
who is less than very satisfied with any question on the survey
for phone or mail service recovery.
- By-Physician
Comment Report: Comments are grouped by-physician, allowing
administration and physicians to identify how patients perceive individual
physicians. Grouped from highest to lowest by-physician question score.
May be coded (physician ID rather than name) or uncoded (with physician
names) or both.
- Manager-Only
Comment Report: The manager-only report includes patient
names to facilitate follow-up inquiry, chart investigation, or Director-level
service recovery. All staff names are also included, whether mentioned
positively or negatively.
- Inpatient
Floor Comparison Report: Compares by-question scores across
inpatient areas. Ideal for identifying relative strengths and weaknesses
across floors as well as facilitating the cross-pollination of best
practices.
- Inpatient
Score Trend Report: Anticipate third-party survey report
scores. Assess progress towards goals with this combined inpatient trend
report. (Note: This sample utilizes real client data demonstrating the
significant score improvement)
- Environmental
Report: Provides comments grouped sorted by the response
to the Cleanliness & Appearance question. Enables Environmental
Department to quickly identify negative comments related to cleanliness
and appearance and investigate root causes and staffing with room number
and discharge date information included.
- Quarterly
By-Physician Score Report: Average scores and sample sizes
for individual physicians in areas which include physician visibility,
physician explanation of care, perceived quality of treatment, discharge
timeliness, or other areas. May be coded (physician ID rather than name)
or uncoded (with physician names) or both.
- Quarterly
Cross-tabulation Report: Identifies key subgroup scores
for areas such as gender, racial/ethnic groups, ages, payer/insurance
type, or other variables.
- Sample
Floor Action Plan Facilitated action planning
with staff and ancillary department representatives ensures that reports
are used to generate meaningful actions...and outcomes.
- Sample
Team Reporting Matrix Rapid-Response reports are utilized
at various levels of the organization; by clinical staff, nursing leadership,
ancillary departments, administration, physician leadership, and Service
Excellence teams.
All reports are distributed electronically to pre-designated recipients,
ensuring rapid receipt and utilization.
We realize that the needs of each hospital are unique. For more information
regarding how the Rapid-Response System has been used successfully at
other hospitals, and how it may fit within the context of your current
Service Excellence program, please contact Mark Robledo directly at 305-412-0160
or by e-mail at merobledo@crossroadsgrp.com
for a no obligation consultation.
“The
Rapid-Response System provided our hospital with a detailed and actionable
reporting system to complement our hospital-wide survey. Facilitated team
meetings helped ensure meaningful actions. I highly recommend this system
to any healthcare organization seeking to improve patient satisfaction.”
(Mr. Victor Maya; Frm. Chief Executive Officer, Kendall
Regional Medical Center)
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