Patient and Customer Experience

Patient and Customer Experience
Welcome to Welcome to Improving Patient and Customer Experience Workshop 1 Making a Difference We start at 1.00pm Jon Colman

Purpose of the Workshops
To look at ways of improving patient and customer experience. To give patients and customers a positive experience of the Trust

Workshop Aims To share examples of existing best practice in providing patient-centred services. To ensure that the people we serve are at the heart of all that we do (Patient First Trust Value). To improve patient perception and patient feedback about the care they receive.

Workshop 1 Content Aims Introducing Customer Experience
How Standards Can Help Your Role in Influencing Customer Experience The Customer Journey Internal Customer Experience Putting things right when things go wrong Personally Making a Difference (Pages 14)

Introductions Name Job Role Length of Service

Proud Patient-first – Ensure that the people we serve are at the heart of all that we do Respectful – Be kind, respectful, fair and value diversity Ownership – Display a can-do attitude and take responsibility for own actions, invite and act on feedback Unity – Work in partnership with others Deliver – Be efficient, effective and accountable for our actions

Using the term ‘Customer’
In this workshop we will look at how ‘customer experience’ techniques can be used to provide patients, carers, visitors and other customers with a positive experience. We are not saying that patients are customers, but they might want to be treated as customers. We use the term ‘customer’ to include patients, relatives, visitors, other departments, other colleagues and anyone you provide a service to. ‘Internal Customers’ refer to other teams and departments

Clinical and Non-Clinical Services
Customer Experience Clinical and Non-Clinical Services Customer Care Customer Expectations

Customer Experience Installing a firewall at the office
“Simon - The favourite computer geek at Wornham Hoggs” BBC Office UK I.T GUY Simon | BRUCE LEE | GO KARTING

Customer Experience What sort of experience is the customer expecting?
Out of 10 how would you rate the service (installing the firewall) provided? Why? Out of 10 how would you rate the customer care provided? Why? What was the customer’s overall experience?

Patient Experience Based on how patients and their families feel about the care and support they receive. Starts before patients arrive at hospital. Related to people’s experience of being referred to us, making an appointment and their journey to the hospital, Includes patients’ expectations based on what they have heard about us from others. Is influenced at every stage of a care pathway by every member of staff they come across. Patients judge their experience by the way they are treated as a person not by the way they are treated for their disease or condition

Trust Value: Patient First
be welcoming be respectful be helpful be informative be understanding be professional be proud of our environment work with others keep improving be committed

Patient Partnership Department
How Standards Can Help PROUD VALUES Patient Partnership Department 10 Customer Promises Patient-first Ensure that the people we serve are at the heart of all that we do Be welcoming Be informative Be helpful Respectful Be kind, respectful, fair and value diversity Be respectful Be understanding Ownership Celebrate our successes, learn continuously and ensure we improve Keep improving Unity Work in partnership with others Work with others Deliver Be efficient, effective and accountable for our action Be professional Be committed Be proud of our environment Please discuss an example of best practice you’ve observed for at least one of the promises:

Your Role in Influencing Patient Experience
Ownership Displays a can-do attitude taking responsibility for their own actions. Total Control Some Control No Control What factors affect customer/ patient experience and how much control do you personally have over these factors

Your Role in Influencing Patient Experience
Total Control Some Control No Control Attitude, behaviour & Ownership

Are key to patient experience
Your Role in Influencing Patient Experience Total Control Some Control No Control You can choose your Attitude & behaviour Are key to patient experience

Website Feedback and Comment Cards (2014/15)
The tables below give a breakdown of themes raised through website feedback and comment cards over the past 12 months (April 2014 to March 2015).

The Patient/ Customer Journey
A Customer Journey is: ‘Any patient or customer interaction that has a distinct: Start Middle End A method of looking at the different stages of a patient’s or customer's experience from start to end May start before the patient arrives at Hospital May be longer than a clinical/care pathway Video: Cheap Flights

The Customer Journey Start of the customer journey is where people’s expectations are first created. If people’s expectations are not managed, they may be unrealistic and therefore cannot be met.

The Customer Journey Unmet expectations can lead to poor patient and customer experience – even if the service and customer care are good. Managing your patients’ and your customers’ expectations early and effectively can help provide a positive experience.

The Customer Journey Managing Expectations and Complaints
When someone makes a formal complaint, managing expectations about the complaint process becomes very important as the complainant is already unhappy and dissatisfied. Managing Expectations and Avoiding Conflict Managing people’s expectations gives people a feeling of control, when people feel a lack of control, this causes stress which sometimes will lead to aggression and violence

The Customer Journey Who else is involved in managing YOUR patients’ or your customers’ expectations ? Do you always give accurate information to other people’s patients and customers?

Start of the Patient Journey
The time before the patient enters hospital Information received before attending the hospital, e.g. appointment letters The journey to the hospital Car Parking Reception Being welcomed by staff Finding their way to clinic Booking in to clinic Registering a formal complaint

Kate Granger - October 31, 1981 - July 23, 2016
Be Welcoming, Be Helpful Kate Granger - October 31, July 23, 2016

Start of the Internal Customer Journey
How you answer the phone to colleagues The ease at which colleagues can contact you The information you provide about how long a service will take Information your team/department provides on the intranet Information you provide on footers The quality of the face to face welcome when colleagues come to your office/ place of work How effectively you handle internal phone call transfers

The Customer Journey Start Middle End
Employees’ attitudes and behaviour Employees managing people’s expectations Employees working together and sharing information Hospital Signage Appointment Letters, using Lorenzo Other systems and processes Working together/sharing information.

Over Deliver Under Promise
Be Informative Over Deliver Under Promise

Managing Expectations and the Customer Journey
We’ll get back to you as soon as possible I’m just going to put you on hold for a moment I’ll the information to you by the end of the day

We’ll get back to you as soon as possible May I put you on hold, it could be for up to a minute? I’ll the information to you by the end of the day

We’ll get back to you as soon as possible May I put you on hold, it could be for up to a minute? I’ll the information to you by 5.00pm today. Would that be ok?

We’ll get back to you within 3 working days May I put you on hold, it could be for up to a minute? I’ll the information to you by 5.00pm today. Would that be ok?

Be Informative

Be Informative Named Nurse/ Named Consultant’ boards in all areas from Monday 6th July. The introduction of the boards aims to promote compassionate, personalised care in hospital.

The Customer Journey Start Middle End
Are there any changes or improvements to any stage of the customer journey that would help improve the patient / customer experience and especially manage their expectations? Who else is involved in managing YOUR patients’ or your customers’ expectations? Do you always give accurate information to other people’s patients and customers?

Internal Customer Experience
Clinical and Non-Clinical Services Customer Care Customer Expectations

An individual, team or directorate who you provide a service to. Treating other teams and individuals you need to work with as customers themselves. Considering how you might impact on another team’s work, for example by failing to deliver a service on time or as they requested, by failing to accurately manage the expectations of their patients or customers.

Service Provider Internal Customer Pharmacy Clinicians wanting to treat or discharge patients Porters Colleagues requesting a patient move Radiology Colleagues needing medical imaging to treat patients Medical Records Colleagues needing access to patient’s medical records Finance Directorate Employees with payroll enquiries IT Directorate Employees with IT enquiries HR Managers with recruitment requests

Treating other teams and individuals as customers May lead to a better experience for the patient Heavy workloads / pressure of work can be a barrier Sometimes difficult to achieve and maintain Multi-disciplinary teams are an effective way of working together The Trust’s values provide a useful guide to taking an internal customer approach when working with others.

Stop Start Continue Us Others
Us Are there any actions that we can take that would help you deliver a better experience? Others To help us help deliver a good experience to our patients/customers…please could you Stop Things to stop doing or do less of Start Things to start doing or do more of Continue Things to continue doing as they work well

Putting things right when things go wrong
Take Responsibility Apologise Gracefully Actively Sympathise Listen Carefully Offer an explanation/solution – explain the route of formal complaint (if appropriate) Put things right Give feedback

Workshop 2 Starts with an opportunity for you to report back on any changes you have made since workshop 1 Not everyone will have had a chance to make changes Please spend 5 minutes considering any actions you can take

Patient and Customer Experience

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