St. Luke’s Hospitalist Program IHS Leadership Symposium April 17, 2012

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Presentation transcript:

St. Luke’s Hospitalist Program IHS Leadership Symposium April 17, 2012 Patient Satisfaction St. Luke’s Hospitalist Program IHS Leadership Symposium April 17, 2012

Assessment—Press Ganey Results Problems with current survey No provider name on survey Which physician is getting the marks: multiple physicians see one patient (admitting hospitalist, discharging hospitalist, consultants) “Dr. X (consulting gastroenterologist) was terrible and was in and out in 2 minutes, but the hospitalist was superb and answered all of my questions and really spent time with me.” Can’t get individual physician feedback Percent returned

Assessment—Feedback from patients Focus Groups Past patients providing feedback about hospitalists Two key themes: 1. Didn’t know what a hospitalist was 2. Handoffs difficult Patient Advisory Council Shared results with providers (written and videotape): hearing the patient voice

Action Plan—Getting the right data New survey Hospitalist specific survey Pictures (and names) of two hospitalists who saw the patient the most Provider specific data

Action Plan—What is a Hospitalist? Marketing: Article in the newspaper, article in Healthbeat magazine, Physician Practice article TV commercial: 60 sec commercial during KCRG News Also plays on hospital channel for patients On St. Luke’s Hospitalist website Name badge extenders, lab coats Posters of “Expect to see a hospitalist” In patient rooms In office exam rooms of participating primary care providers

Action Plan—What is a Hospitalist? Scripting What providers say What hospitalist nurses say What floor nurses say

Action Plan—Handoffs Scripting After overnight admission When going off-service Communicating amongst consultants Posters in room: laminated team photos with easy-erase markers Hospitalist nurses to maintain patient continuity even though docs change Homecoming Calls

Physician Incentives Incentive Physician bonus: mean score on one single question, “How well did your physician keep you informed?” Quarterly bonus based on team results, with eventual plan for both team and individual bonuses

Future Direction Audits Provider specific results Did they shake the patient’s hand? Explain what a hospitalist is? Connect the PCP? Connect to other hospitalist? Hospitalist specific survey implementation Provider specific results Individual and team data; blinded, unblinded Incentive for other team members (nurses, ARNPs) Engaging other areas of healthcare experience to further improve (nursing, techs, other consultants, etc.)

Questions? Tracy Reittinger, MD ReittiTM@crstlukes.com Ryan Sundermann, MD SunderR2@crstlukes.com Carolyn Barko BarkoCF@crstlukes.com Sandy McIntosh McintoSL@crstlukes.com