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

2. 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

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

4. 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

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

6. 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”.

7. 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

8. 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

9. Improvement Best Practice Award Finalist

10. 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

11. 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,
© 2010 Studer Group 11

13. 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)

14. 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.

16. 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

17. 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.

18. 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

19. 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

20. 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

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

22. 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

23. THANK YOU QUESTIONS?