Patient Experience Body of Knowledge Metrics and Measurement Domain Team Week 2 Check-in Call Aug 10, 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

Our Work Plan Break down deliverables into smaller weekly ‘chunks’ over the next few weeks. Identify weekly task assignments for group, using Forum to share thoughts and ideas so we don’t need to rely on the conference calls to complete our deliverables. (note: all conference calls/webex sessions will be recorded for those unable to attend on any particular date) Check in on progress at end of each week by conference call/webex (aim for 1 hour maximum) and at that time set goal for the following week. John to keep team updated with weekly summary of call and assignments for the next week.

Week 2 WWW Plan Review WhatWhoWhen Post Slides and Recording of week 1 check-in call to Forum for future reference JohnMon, Aug 6 Create Forum discussion thread to discuss Sections and Learning Objectives JohnMon, Aug 6 Reach out to Performance Improvement Domain team lead to discover their key objectives, to ensure no overlap between both teams JohnMon, Aug 6 Check on access to Beryl Institute Forums for Jason Macedonia (Avatar) JohnFri, Aug 3 Discuss possible Sections and Learning Objectives via Forum Threads All Team MembersMon, Aug 6 – Thu, Aug 9 (Ongoing throughout the week) Check-in Webex/Conference Call to discuss Forum input and consider Sections and Learning Objectives All Team MembersFri, Aug 11am CST WeekGoal Forum Collaboration & Discussion Check-in Call/Webex (Friday at 11am CST) 2 Identify possible Sections of the learning module For each Section, specify the Learning Objective Aug 6 – 9Aug 10

Domain Development Key Learning Components Concepts Sections Domain Learning Objectives (3 – 5) Domain Objective Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. Data ElementsSect. 1Concept 1 Key Learning 1 Key Learning 2 Concept 2Sect. 2Sect. 3 Data Sources Analyzing Data Applying Data Sharing Data

Possible Sections – for Discussion 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)

Domain Development Key Learning Components Concepts Sections Domain Learning Objectives (3 – 5) Domain Objective Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. Data ElementsSect. 1Concept 1 Key Learning 1 Key Learning 2 Concept 2Sect. 2Sect. 3 Data Sources Analyzing Data Applying Data Sharing Data

Work Plan/Schedule - REVISED WeekGoal Forum Collaboration & Discussion Check-in Call/Webex (Friday at 11am CST) 1 Review Raw Data Identify Domain Learning Objectives (3-5) Identify possible Outside Resources/Supporting Materials July 30 – Aug 2Aug 3 2 Identify possible Sections of the learning module For each Section, specify the Learning Objective Aug 6 – 9Aug 10 3 Develop Section Material (Part 1 of 2) Consider the Concepts, Key Learning Components and Take aways for the Data Elements and Data Sources Sections Aug 13 – 16Aug 17 4 Develop Section Material (Part 2 of 2) Consider the Concepts, Key Learning Components and Take aways for the Data Elements and Data Sources Sections Aug 20 – 23Aug 24 5 Suggested Assessment Questions Final Review Aug Aug 31

Week 3 WWW Plan Review WhatWhoWhe Post Slides and Recording of week 2 check-in call to Forum for future reference JohnMon, Aug 13 Create Forum discussion thread to discuss the Concepts, Key Learning Components and Take aways for the Data Elements and Data Sources Sections JohnMon, Aug 13 discuss the Concepts, Key Learning Components and Take aways for the Data Elements and Data Sources Sections All Team Members Mon, Aug 13 – Thu, Aug 16 (Ongoing throughout the week) Check-in Webex/Conference Call to discuss Forum input and consider the Concepts, Key Learning Components and Take aways for the Data Elements and Data Sources Sections All Team MembersFri, Aug 11am CST WeekGoal Forum Collaboration & Discussion Check-in Call/Webex (Friday at 11am CST) 3 Continue to refine Sections for all 5 Learning Objectives Develop Section Material (Part 1 of 2) Consider the Concepts, Key Learning Components and Take aways for the Understanding Data and Gathering Data Sections Aug 13 – 16 Aug 17

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