1. Patient Experience Design Day Findings

2. Design Activity - Goals Identify what matters to patients – through Acts I, II & III Specifically Identify the “Must Haves” and the “Delighters” that contribute to the Patient Experience Learn the fundamentals of team engagement

3. Patient Experience Environment –Front Entrances –Lobby/Waiting Rooms –Clinical Spaces –Sights/Sounds/Smells –Appearance Interaction –Communication (Physician/Staff/Patient) –Caregiver Relationships –Trust/Belonging/Hope Core Process –Clinical Process –Operational Process EnvironmentInteraction Core Processes

4. Activity Findings

5. In 60 minutes… Over 5,000 ideas/opportunities identified Averaging 175 per table or Approximately 20 per person

6. FH Experience Model Act I: ArrivalAct II: TreatmentAct III: Departure EnvironmentInteraction Core Processes EnvironmentInteraction Core Processes EnvironmentInteraction Core Processes Process - Registration Environment - Signage Interaction - Greeting Process - Timeliness Environment - Cleanliness Interaction - Empathy Process - Discharge Interaction – Clear Communication; Physician Communication

7. Act II Basic Needs/Must Haves Summary

8. Act II - Process Basic Needs / Features ExperienceGroupingRankSub item / Issue ProcessCommunication 1 Expectations set Delays communicated Introduction of caregiver Handoff communication Clinical 2 Pain management Assist in bathroom Medication 5 Rights Medication safety Patient participation Timeliness in treatment Care Coordination 3 Daily schedule – tests, doctor rounding Timely bed availability Involve family and patient Correct place on time Timely nutrition Patient Education 4 Discuss at patient level Include and involve family & patient Discuss care plan & changes Medication education

9. Act II - Environment Basic Needs / Features ExperienceGroupingRankSub item / Issue EnvironmentPrivacy 1Controlled environment w/ patients & family Establish patient engagement preferences Discretion and dignity Personalized (Feels like home) 2Control over immediate environment (temp, food, lighting, etc.) Accommodate family Entertainment options Clean 3Housekeeping interaction Smell Laundry Soothing 4Peaceful Temperature Comfortable bed /linens/ pillows Functioning 5Elevators Equipment

10. Act II - Interaction Basic Needs / Features ExperienceGroupingRankSub item / Issue InteractionIntroductions 1 Greet by name Use patient name Introduce self, what I am doing, why I am here Demeanor 2 Eye contact Body language Professional behavior Be calm / helpful patient family Manage expectations Friendly, use name, interests Empathy 3 Delivering bad news Establish compassion Emotional responsiveness/ hopes, fears Communication 4 Answer questions/assure understanding Instructions – clear, timely Choices Family interaction, establish need of engagement Prayer Set expectations/what to expect Tone

11. Act II - Introduction & Communication Ask what’s important to me Explain the care plan (details, clear, distinct) Include my family Tell me what’s next Be on time (“prompt for my care”) Coordinate care with other departments Manage my expectations Ask me how I want to be addressed Respect my privacy and dignity at all times Be in the moment with me “Listen to me, Hear me”

12. FH Experience Drivers Activity Summary The “little” things make a BIG difference Ideas were mostly “basic” or “fundamental”

13. FH Experience Drivers Fundamentals First Safety Clinical Performance Communication Responsiveness Execution of Core Process

14. FH Experience Drivers “It’s not magical, it’s methodical.”

15. FH Experience Drivers Drivers to Action

16. FH Experience Drivers The Baldrige Framework

17. FH Experience Drivers One more way… Employee Engagement & Development Mission “To Extend the Health Ministry of Christ” Quality & Safety The Patient Experience Core Processes

18. FH Experience Drivers Team Based Is your team engaged? How many suggestions have you received in the last week? Month? Year? How do you make something happen with the good suggestions?

19. FH Experience Drivers Process Improvement Manage – “Executing the Fundamentals” Improve – “How can we do it better?” Innovate – “How can we do it like no one else?”

20. FH Experience Drivers 2009 PI Strategies Strategy 1 – Core Process Identification & Measurement Strategy 2 – Process Improvement Education and Training

21. FH Experience Drivers Back to Where We Began “One Continuous Experience" Team Based (Physicians, Employees, Leaders) Experience Starts with the “Voice of the Patient” –Experience is created in “Real Time” Fundamentals First Highly Intentional Treated Like Family