Best Practices- Improving Patient Satisfaction Scores Utilizing Volunteers Margaret Cullivan RN, MEd, CAVS Director of Patient Relations Sentara Williamsburg Regional Medical Center

Objectives To explore HCAHPS Survey questions and understand key drivers To understand the impact volunteers have on improving patient satisfaction To strategically engage volunteers with patients and families To have the tools and knowledge to develop a strong PAL volunteer team To identify key hospital personnel to promote a successful PAL program

Sentara Williamsburg Regional Medical Center 5/22/2018 Sentara Williamsburg Regional Medical Center

Sentara Williamsburg Regional Medical Center (SWRMC) Built in 2006 145-bed acute care community hospital service area includes Tidewater Hampton Roads Mission: TO IMPROVE HEALTH EVERYDAY

Sentara’s Customer Service Commitment: “Exceptional Service Without Exceptions, Always” Without. Exception. Always.

A Culture of Always To Sustain our Culture of Always, we commit to: Always keep you safe Always treat you with dignity, respect and compassion Always listen and respond to you Always keep you informed and involved Always work together as a team to provide you quality healthcare To ensure we provide Exceptional Care every time, we must live the Culture of Always. Take a minute to talk with your staff about that this means. Ask them what they will do if they see a co-worker that is not exhibiting this culture. Ask your staff how comfortable they feel gently reminding a co-worker by saying, “always”.

Awards and Recognitions Truven Top 100 Hospital Leapfrog Straight-A rating Healthgrades Patient Experience Quality Chest Pain Accreditation Inpatient Rehab – 2016 Top Performer Award Sentara Labs – 2016 Lab of the Year Joint Center – Blue Distinction Beckers Top 100 Community Hospitals in U.S. NRC Top 3 for Patient Satisfaction Recognized for national excellence in Maternity Practices in Infant Nutrition and Care

National Research Corporation (NRC Health) “NRC Health has helped healthcare organizations illuminate and improve the moments that matter to patients, residents, physicians, nurses, and staff for 35 years”—NRC Health Sentara Survey Company

Improvement Best Practice Award Finalist

The Hospital Consumer Assessment of Healthcare Providers and Systems HCAHPS Defined The Hospital Consumer Assessment of Healthcare Providers and Systems A Fresh Perspective on HCHAPS: How Can you Always Helps Patients (and Providers) Succeed?-Carrie Brady JD MA Distribute HCAHPS survey

HCAHPS Questions Meeting Title Here (on Notes Master) Composite Question Summary Nursing Communication Nurses courtesy and respect Nurses listen carefully Nurses explain in a way you understand Doctor Communication Doctor courtesy and respect Doctors listen carefully Doctor explain in a way you understand Responsiveness of Staff Did you need help in getting to bathroom? 2 Staff helped with bathroom needs Call button answered Pain Management Did you need medicine for pain? 2 Pain well controlled Staff helped patient with pain Communication of Medications Were you given any new meds? 2 Staff explained medicine Staff clearly described side effects Discharge Information Did you go home, someone else’s home, or to another facility? 2 Staff discussed help needed after discharge Written symptom/health info provided Cleanliness and Quietness Area around room kept quiet at night Room and bathroom kept clean Care Transitions Personal Preferences taken into account Good Understanding of managing health Understood Purpose of taking meds Talk about Themes, sub categories, Key Drivers, www.studergroup.com © 2010 Studer Group 11

Volunteer Impact in Improving Patient Satisfaction Patient Assistant Liaison (PALS) Guest Service Team My Chart Bedside (MCB) Sentara Tracking and Review System (STARS) Patient and Family Advisory Council (PFAC)

Patient Assistant Liaison (PALS) Launched in 2008 Team design includes a volunteer to lead Train the trainer approach Buddy system increases confidence PAL Volunteers’ Role : Non clinical volunteers who purposefully round with a scripted tool to identify opportunities to improve the patients experience Focus on patient safety specifically falls Identify Service Excellence champions to be celebrated by unit manager/team Some examples of the non clinical services that our PAL Volunteers may provide include: Orient patient/family to the Patient and Visitor Guide Assist with noting special requests/needs on the white board Assist patients and families with meal ordering Set up trays for self-feeding, and opening packages and other things that the patients may find difficult to do Assure that the patient is comfortable – fluff pillows, etc. Get newspaper from concierge Escort patients/ families to chapel, gift shop, piano performances, etc.

P.A.L ROUNDING PAL volunteers round to make sure the patient’s personal preferences are met. “Nothing About Me Without Me” PAL volunteers assist in recognizing any family concerns or needs and help escalate concerns to the unit manager/Patient Advocate

Some examples of the non clinical services that our PAL Volunteers may provide include: Orient patient/family to the Patient and Visitor Guide Assist with noting special requests/needs on the white board Assist patients and families with meal ordering Set up trays for self-feeding, and opening packages and other things that the patients may find difficult to do Assure that the patient is comfortable – fluff pillows, etc. Get newspaper from concierge Escort patients/ families to chapel, gift shop, piano performances, etc.

Don’t focus your energy on items that have little impact on your scores! Developed to focus on questions that have a major impact on scores. The overall question Scale of 1 to 10

PAL Partnership with Hospital Personnel Educate Managers about the value of PALs Provide PAL with Hospital Training Provide PAL with Unit Specific Training Provide PAL with a experienced PAL Mentor Identify Unit Chain of Command Results in positive Staff buy-in

Dr. Bob Bender, Volunteer PAL Leader Case Study Do you feel all precautions were implemented to keep you safe and prevent falls while you were in the hospital? Dr. Bob Bender, Volunteer PAL Leader Member of the Falls Committee Team Facilitated forums with front line staff to identify reasons for falls Reports out to the Patient and Family Advisory Results-2016 Goal Achieved

Formula for Success Match Volunteer talents and passion with the needs of the hospital Make them feel valued Reward and Recognition

Review Objectives To explore HCAHPS Survey questions and understand key drivers To understand the impact volunteers have on improving patient satisfaction To strategically engage volunteers with patients and families To have the tools and knowledge to develop a strong PAL volunteer team To identify key hospital personnel to promote a successful PAL program

THANK YOU QUESTIONS?