1. Patient Connect WebEx
East Region
February 22, 2016
Mark

2. Agenda Opening Regional Leading Indicators
District Review of Patient Connect
Patient Connect in the Field – EVS
Lucy Young
Bill Hanlon
Tool of the Week
Flipping Rounds
Expectations
Q&A - Close
Mark

3. Opening and Regional Leading Indicators

4. Regional Leading Indicators since February 1st
Food Service Rounds=
Negative Common Answers = 617
EVS Rounds=
Negative Common Answers = 528
How Many Beds?
Food Service = 12,419 beds
EVS = 7,445 beds
Mark

5. Frequent Negative Common Answers Since February 1st
Not enough variety 46
Too Bland 28
Soups not hot 24
Not happy with diet 21
Did not clean
123
Did not clean bathroom 66
Only pulled trash 44
Never Saw Housekeeper 19
Mark

6. District Review of Patient Connect Matt Striffler

7. Patient Connect in the Field

8. Matt Striffler District
Lucy Young, EVS Director - Wyoming County Community Health System

9. Matt Striffler District
Bill Hanlon – EVS & Laundry Services Director - Oneida Healthcare

10. Oneida Healthcare Scripting Consistency Utilize the data
Follow up on complaints or concerns
Review the data with staff and share wins
Great information to present in QJRs.

11. Oneida Healthcare

13. Oneida Healthcare

14. Mean Trends Inpatient Oneida Health Care Center
Question - Courtesy of person cleaning room
Oneida Health Care Center
Displayed by Received Date

15. Mean Trends Inpatient Oneida Health Care Center
Question - Room cleanliness
Oneida Health Care Center
Displayed by Received Date

16. Tool of the Week

17. Tool of the Week
Flipping Rounds

18. How to Flip Rounds

19. Flipping Rounds Moving from Food to EVS Jim to show video 3
Let’s go back to our video. In this next scene, the patient is in her room and receives a visitor, her mom, at the same time as the nutritionist is doing her rounds. There’s a lot happening here, so pay attention.
Total video duration: 1:46
Jim to show video
Scene 12 – Focus on rounding.
Introduce Scene 12, then play Not that clip.
Afterwards, ask what missteps were observed. Looking primarily at rounding missteps but also poor service recovery, blaming, and personal chatter, and did not give her name.
Play the Say this clip.
Afterwards, ask what best practices were observed. Looking for better AIDET, REACT, and noise management. This acts as a quick review of what’s been discussed to this point.
Transition to the issue of rounding and how it can be done more purposefully.

20. Expectations

21. Patient Connect Expectations
Rounding – Minimum of 1 round per bed, per month
Common Answers – Probe customers for common answers. Negative common answers are a great indicator of areas for improvement.

22. WebEx Participation Expectations
The District will be expected to present at least 2 to 3 of the following (in any combination):
Best Practices
Challenges
Tips
Success Stories

23. District Manager Coverage
Date of WebEx
DM Host
2/8/2016
Matt Striffler
2/22/2016
Matt Striffler 
3/7/2016
Doug Martin 
3/21/2016
 Doug Martin
4/4/2016
Dan Gasparovic 
4/18/2016
Dan Gasparovic  
5/2/2016
5/16/2016
Sue Lake 
5/30/2016
 Sue Lake
6/13/2016
Jim Zanzinger
6/27/2016
 Griff Thomas
7/11/2016
 Gary Stitzel
7/25/2016
8/8/2016
 Matt Moss
8/22/2016

24. Questions