Patient Experience Body of Knowledge Metrics and Measurement Domain Team Week 4 Check-in Call www.theberylinstitute.org Aug 24, 2012.

Slides:



Advertisements
Similar presentations
C3 Goals Students will: 1.acquire teamwork competencies 2.acquire knowledge, values and beliefs of health professions different from their own profession.
Advertisements

Update on Goals 1 and 2 Curricular Domain Curricular Domain – accomplishments to date Developed baseline information about current level of faculty.
Comprehensive Organizational Health AssessmentMay 2012Butler Institute for Families Comprehensive Organizational Health Assessment Presented by: Robin.
The Continuous Quality Improvement Process Empowering staff to develop local level solutions.
Patient Experience Body of Knowledge Policy & Regulatory Domain Team September, 2012.
Training for OCAN Users Day 2
Quality Improvement/ Quality Assurance Amelia Broussard, PhD, RN, MPH Christopher Gibbs, JD, MPH.
The HCAHPS and Competency Connection HealthStream, Inc. The HCAHPS and Competency Connection HealthStream, Inc.
Causal / Barrier Analysis Florida EQR Quarterly Meeting
1 Actively Engaging Physicians in the Planetree Philosophy Robert Devermann, M.D. Aurora System Planetree Physician Champion Cindy Pfaff, Director, Employee.
Second Legislated Review of Community Treatment Orders Ministry of Health and Long-Term Care November 9, 2012.
Family Resource Center Association January 2015 Quarterly Meeting.
Total Quality Management BUS 3 – 142 Statistics for Variables Week of Mar 14, 2011.
Customer Focus Module Preview
CHAA Examination Preparation
Key Performance Indicators - KPI’s
Bisma Sayed, M.S.W. University of Miami Department of Sociology John Dow, M.S.W. South Florida Behavioral Health Network.
A collaborative approach to facilitating evidence-based practice in the Bradford and Airedale NHS community Caroline Storer Rebecca Williams Andy Arnfield.
STG International A member of the National Head Start Training and Technical Assistance Network Paducah Head Start Community Assessment Presented by: Frances.
©2009 OCS, Inc Hospice and Palliative Care Association of Iowa QAPI Snapshot Program Presented by Becky Anthony Roger Herr.
Copyright © 2008 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved. John W. Creswell Educational Research: Planning,
Patient Experience Body of Knowledge Metrics and Measurement Domain Team Week 3 Check-in Call Aug 17, 2012.
Creating Sustainable Organizations The Baldrige Performance Excellence Program Sherry Martin HIV Quality of Care Advisory Committee September 13, 2012.
Maria Jessing, Clinical Improvement Manager SESLHD Trish Wills, Southern Sector Manger Clinical Practice Improvement Unit Sandra Grove A/Clinical Quality.
Texas Parent to Parent Regional Marketing Partners Training.
The Health Roundtable 4-4c_HRT1215-Session_CLARK_PCHosp_QLD TPCH: Using Data to Improve Performance – The Clinical Dashboard Presenter: Kevin Clark The.
Patient Experience Body of Knowledge Metrics and Measurement Domain Team Kick-Off Conference Call July 27, 2012.
Patient Experience Body of Knowledge Metrics and Measurement Domain Team Week 1 Check-in Call Aug 3, 2012.
Break Dengue in a Nutshell. WHAT WE WILL DO? Joint all forces against Dengue Leverage the power of social movements Be a pilot for other NTD fighting.
Analyzing Reliability and Validity in Outcomes Assessment (Part 1) Robert W. Lingard and Deborah K. van Alphen California State University, Northridge.
Part I – Data Collection and Measurement Ruth S. Gubernick, MPH Quality Improvement Advisor Lori Morawski, MPH CHES Manager, Quality Improvement Programs.
Demystifying the Business Analysis Body of Knowledge Central Iowa IIBA Chapter December 7, 2005.
Patient Experience Body of Knowledge Metrics and Measurement Domain Team Week 2 Check-in Call Aug 10, 2012.
Lenovo Listens Manager Training Executive Summary
The Acute Co-ordination Centre for the NHS Patient Survey Programme Use of Inpatient Survey Results Results of an online survey of acute hospital trust.
Welcome to the San Bernardino County Coach Quarterly Meeting.
Evaluating a Research Report
Analyzing and Interpreting Quantitative Data
Clinical Nurse Leader Impact on Microsystem Care Quality Miriam Bender PhD(c), MSN, RN, CNL National State of the Science Congress on Nursing Research.
© Joint Commission Resources Module 4 Re-Engineering Patient Discharge: The Hospital Launch! Faculty from Joint Commission Resources Deborah M. Nadzam,
From Policies to Programs to Practices Establishing the Green Infrastructure Eric Friedman Director of State Sustainability Mass. Executive Office of Env.
1. Housekeeping Items June 8 th and 9 th put on calendar for 2 nd round of Iowa Core ***Shenandoah participants*** Module 6 training on March 24 th will.
Module 5: Data Collection. This training session contains information regarding: Audit Cycle Begins Audit Cycle Begins Questionnaire Administration Questionnaire.
Process and Outcome Measures Lynne Hall
Outcomes Tier 2 – PI-LDP Course Tier 3 – ATP or mini-ATP Tier 1 – ACT Program Three Tiers of QI TrainingAbstract DEVELOPMENT OF FACULTY MENTORS IN QUALITY.
Establishing an Effective CQI Program By: Shannon Bentley, RN,c And Lois Sacher, RN.
Behavioral and Emotional Rating Scale - 2 Understanding and Sharing BERS-2 Information and Scoring with Parents, Caregivers and Youth May 1, 2012.
Health Quality Ontario: Health System Performance New Zealand Master Class March 25, 2014.
Chapter 6: Analyzing and Interpreting Quantitative Data
Copyright © The OWASP Foundation Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation.
WHA Improvement Forum For July    “Data Driven Improvement”   Presented by Stephanie Sobczak Courtesy Reminders: Please place your phones on MUTE.
Evaluation Plan Steven Clauser, PhD Chief, Outcomes Research Branch Applied Research Program Division of Cancer Control and Population Sciences NCCCP Launch.
BANNER AND CARE1ST POPULATION HEALTH MODEL Transitioning to a value based model focused on outcome measures driven by providers and engaged members.
Data Collection & Analysis ETI 6134 Dr. Karla Moore.
Making It Better Planning Employee & Patient Satisfaction November 2010.
TALENT DEVELOPMENT STRATEGIES: SECTOR PARTNERSHIPS AND CAREER PATHWAYS Emily Templin Lesh, Assistant Director Colorado Workforce Development Council
ENHANCING THE PATIENT EXPERIENCE THROUGH VOLUNTEER SERVICES Presented By: Jennifer Thayer, SPHR, SHRM-SCP.
Session 2: Developing a Comprehensive M&E Work Plan.
The Hospital CAHPS Program Presented by Maureen Parrish.
Overall NSW Health 2011 YourSay Survey Results YourSay - NSW Health Workplace Survey Results Presentation NSW Health Overall Presented by: Robyn Burley.
Harbor Performance Initiative Presentation prepared for the National Association of Psychiatric Health Systems (NAPHS) “Hot Topic” Conference Call Monday,
Overview Introduction to marketing research Research design Data collection Data analysis Reporting results.
Statistics & Evidence-Based Practice
Welcome to Scottish Improvement Skills
MUHC Innovation Model.
Poster 1. Leadership Development Programme : Leading Cultures of Research and Innovation in Clinical Teams Background The NHS Constitution is explicit.
Title: Owner: Ver: Date:
Module 5 Part 3 Understanding System Stability: Types and Causes of Process Variation Adapted from: The Institute for Healthcare Improvement (IHI), the.
Advance HE Surveys Conference
Presentation transcript:

Patient Experience Body of Knowledge Metrics and Measurement Domain Team Week 4 Check-in Call Aug 24, 2012

Metrics and Measurement Domain Team NameRoleOrganization John Murray (Team Leader) Director, Patient ExperienceMemorial Hermann Jan AlthousePatient Satisfaction CoordinatorCook Children's Health Care System Melissa AndersonDirector, Patient ExperienceThe Nebraska Medical Center Jason MacedoniaVice President, Training and DevelopmentAvatar International Linda MelilloDirector of Patient ExperienceSpaulding Rehabilitation Network Julie O'ShaughnessyExecutive Healthcare Service ConsultantAvatar International Pam PrisselDirector of Customer ServiceMayo Clinic Health System, in the NW Region

Reminder: Process/Our Role June 2012 PX Body of Knowledge Domain Teams Identified Volunteers confirmed Team Chairs Identified July – Sept 2012 Content Framing Domain teams will meet virtually to brainstorm content central to their topic Outcome is content outline that could support a 3-4 hour learning module Content development will be supported by “cross-pollination” by team chairs who will meet monthly to update one another on progress. All content suggestions will also be made available for comment to participants Modules will be revisited for priority order to support course development Oct – Dec 2012 Course Development Course development will begin in order of priority determined Courses will be designed, piloted and rolled-out once available Alternative venues for delivery will be determined and implemented With course development initial testing frameworks will be formed for certification, this will include requirements, tests, recertification requirements and grandfathering 2013 Course Roll-out and Certification Planning Course development will continue as needed in early 2013 Continued development of certification test development Full complement of courses available by end of Q Initial offering/Pilot of Certification exam targeted for Fall

Reminder: Suggested Content – from Public Consultation METRICS & MEASUREMENT Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. Summary of Content Suggestions  Listening to patients/family - Focus Groups, Mystery Shopping, etc.  Understanding, managing and coordinating patient survey administration - survey methodologies/vendors.  Data analysis & validity – segmentation.  Goal-setting.  Results analysis, reporting and action planning – providing data in a way that is accessible, usable, and actionable.  Market analysis.  Quantitative and qualitative research methods & data analysis.  Data management.  Determining ROI.  Methods for keeping staff informed of Patient Experience scores on ongoing basis.  Real time data opportunities such as Patient and Family Advisory Councils, Patients on hospital committees, Patient family shadowing, etc.  Use of Patient and Family Stories to drive change. Full ‘raw data’ file from BOK data collection process is available on the Beryl Institute Forum:

Metrics and Measurement Domain Development Concepts & Key Learnings Sections Learning Objectives Objective Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. Data Elements 7 Sections 19 Concepts Data Sources 4 Sections 15 Concepts Analyzing Data 6 Sections 15 Concepts Applying Data 4 Sections 11 Concepts Sharing Data 5 Sections 18 Concepts July – Sept 2012 Content Framing Domain teams will meet virtually to brainstorm content central to their topic Outcome is content outline that could support a 3-4 hour learning module Content development will be supported by “cross-pollination” by team chairs who will meet monthly to update one another on progress. All content suggestions will also be made available for comment to participants Modules will be revisited for priority order to support course development

Sections Data ElementsData SourcesAnalyzing DataApplying DataSharing Data 1.Why do we need data? 2.Types of data (qualitative v quantitative) 3.How to use data for improvement 4.Basic Statistical Concepts (variation, std deviation, statistical significance, central tendency) 5.Patient Experience data ( Scales used, mean score, Top Box, Percentile Rank) 6.Data limitations (small sample size) 7.Understanding measurement of inputs (actions/activity) and outcomes (survey scores) 1.Survey Collection modes (phone, mail, online) 2.Internal sources of information (surveys, rounding logs, post discharge callbacks, grievances/complaint s, focus groups) 3.External sources (Hospital Compare, Why Not the Best) 4.Research Articles – best practices 1.Aggregating data from multiple sources (how to pull data and bring it together) 2.Types of information collected (HCAHPS v vendor survey, Kano model) 3.Finding useful/actionable information (correlation, vendor analysis on key drivers) 4.Statistical Analysis (regression, modeling etc. examples where used and relevant) 5.Looking for trends 6.Understanding VBP performance calculations (contribution of HCAHPS) 1.Using data for performance improvement 2.Tracking and trending qualitative data (survey comments, complaints) 3.Analysis of HCAHPS scores and application to VBP 4.Performance Improvement Analysis Tools (Radar charts, affinity diagrams) 1.Transparency 2.Dashboards and Report Cards (format, detail level, process and frequency, audience specific) 3.How to display data (trends, control charts etc.) 4.Helping others to understand what data is telling us 5.Hardwiring distribution and discussion of metrics (push or pull or mix of both)

Data Elements Sections/ConceptsLearning Objectives/Take Aways 1.Why do we need data? Value of Evidence-based practice Research Philosophy/Methodology Why data is important 2.Types of data how the data can (or cannot) be used (Nominal Data, Ordinal Data, Continuous Data) qualitative (patient comments and stories) quantitative To understand uses and limitations of data (the right tool for the right job) 3.Ways to look at data Baseline data (starting point) Trending (your performance over time) Benchmarking (how you compare to others) What the data is telling you 4.Basic Statistical Concepts populations and sampling (N/n) normal variation (within groups-between groups) regression to the mean/data smoothing extraneous variable/confounds (lack of controls) std deviation statistical significance (power, error) central tendency (mean, median, mode) Understanding of basic statistics and how to apply them 5.Patient Experience data Understanding Scales: Mean score, Top Box, Percentile Rank, Likert scale, clustering towards top of scale Net Promoter score (where useful and where not) Understanding of how data is used and applied in our particular environment 6.Understanding measurement of inputs actions/activity outcomes (survey scores) Predictive Indicators (activities aimed at driving the score – e.g. response to call light, rounding, bedside shift report, employee engagement) Outcomes Measures (survey returns) Measuring both process (inputs) and outcomes (scores)

Data Sources Sections/ConceptsLearning Objectives/Take Aways 1.Survey Collection modes phone, mail, online, kiosk/in-house compare and contrast methods impact on outcomes Understand various survey methodologies and differences 2.Internal sources of information surveys, rounding logs, post discharge callbacks, grievances/complaints, focus groups, Patient Advisory Councils, Patients on Committees, mystery shoppers, interactive media (skylight), drop boxes/comment cards compare and contrast methods quantification of outcomes Understanding internal or informal ways or collecting information from patients/family members/employees 3.External sources public reporting (Hospital Compare, Why Not the Best) public forums professional forums/advocacy groups social media Understanding external sources of information 4.Research Articles - Best practices research articles replication studies meta analyses Learning from others and using directional information to improve 5. Data Sources and Management Availability - vendor websites for access to information Internal analysis or databases Ethical Data management How to access pertinent information and how to safeguard patient confidentiality when using patient experience data

Analyzing data Sections/ConceptsLearning Objectives/Take Aways 1.Aggregating data from multiple sources how to pull data and bring it together (apples & oranges: measure consistency) conversions of scale date range parameters (discharge vs. received date; admission date vs. discharge date) How to combine patient experience data with clinical or operational data to aid improvement 2.Types of information collected HCAHPS v vendor survey (experiential vs. events-based) Different sources of information and type of information being gathered 3.Finding useful/actionable information Correlation (and correlation vs. causation) vendor analysis on key drivers Honing in on key items to get biggest bang for the buck 4.Statistical Analysis regression, analyses of variance, chi-square, t-test modeling etc. survey reliability examples where used and relevant use (describe, explain, evaluate, explore) and goal (compare, predict, classify, reduce, scale or model) How you can look at the data in different ways to understand where your issues or opportunities are. 5.Looking for trends 3 points in one direction (reliable sample, looking at days, weeks, months, quarters) Run charts, control charts, histograms, paretos What is the data telling us?

Applying Data Sections/ConceptsLearning Objectives/Take Aways 1.Using data for performance improvement Using data and stories to drive change. Making the data meaningful for audience – connect with stories and reinforce with data 2.Tracking and trending qualitative data survey comments complaints focus groups How to use qualitative data 3.Analysis of HCAHPS scores and application to VBP Potential ROI on HCAHPS performance initiatives, based on VBP impact contribution of HCAHPS (30%) How scoring works - achievement and improvement, consistency Understanding of HCAHPS scores and application to VBP 4.Performance Improvement Analysis Tools Radar charts, flow charts, process maps, etc. Kano model Affinity diagrams & brainstorming Goal setting Focused Plan-Do-Check-Act (F-PDCA) Using data for improvement

Sharing Data Sections/ConceptsLearning Objectives/Take Aways 1.Transparency Public reporting Mandated reporting Accreditation/Quality - show how using data - (Oryx, Baldridge, CARF, etc.) Marketing Staff and Physicians The importance of transparency and impact of transparency 2.Dashboards and Report Cards Detail level Process and frequency Audience specific (High level for Execs, detailed understanding of drivers for department-based audiences How to share summary level information 3.How to display data Format trends control charts Visual display v table Color coding to allow high or low performers to be quickly identified Ensuring data is accessible, usable and actionable How to tell a story with the data 4.Helping others to understand what data is telling us Coaching others Use of vendor tools Using available resources and helping others to use tools and resources (teach them how to fish) 5.Hardwiring distribution and discussion of metrics push or pull or mix of both Intranet based-dashboards Format/structure of Committees, teams, initiatives, champions, interdisciplinary Options for using data to ensure sustainability

Next Steps June 2012 PX Body of Knowledge Domain Teams Identified Volunteers confirmed Team Chairs Identified July – Sept 2012 Content Framing Domain teams will meet virtually to brainstorm content central to their topic Outcome is content outline that could support a 3-4 hour learning module Content development will be supported by “cross-pollination” by team chairs who will meet monthly to update one another on progress. All content suggestions will also be made available for comment to participants Modules will be revisited for priority order to support course development Oct – Dec 2012 Course Development Course development will begin in order of priority determined Courses will be designed, piloted and rolled-out once available Alternative venues for delivery will be determined and implemented With course development initial testing frameworks will be formed for certification, this will include requirements, tests, recertification requirements and grandfathering 2013 Course Roll-out and Certification Planning Course development will continue as needed in early 2013 Continued development of certification test development Full complement of courses available by end of Q Initial offering/Pilot of Certification exam targeted for Fall

THANK YOU & QUESTIONS John Murray, MBA Director, Patient Experience Tel: