1. Creating Ideal Experiences UMHS Service Excellence Program 3 RD A NNUAL P ATIENT AND F AMILY C ENTERED C ARE C ONFERENCE Redefining Relationships in Health Care Cassandra Willis-Abner November 30, 2011 1

2. UMHS Strategic Direction Our vision: Create the future of health care through discovery 2

3. 3 Ideal Patient Care Experience

4. Michigan Experience Starts with ME! 4

5. SERVICE EXCELLENCE Focus On The Three Ps The people the team members, patients & families experience The process the team members, patients & families experience The place the team members, patients & families experience 5 Focus in on: daily tasks interactions communications body language actions policies resources

6. Implementation Strategy Prepare the Leader Model Learn it leaders learn it Live it leaders model the expectations Teach it knowledge transfer by leaders Lead it monitor for consistent performance 6 Leaders partner with Service Excellence Consultant Prepare leaders to teach principles and examples to staff Measure improvement in satisfaction and engagement ~Phased implementation to occur over 24 month period~

7. Ideal Patient Care Experiences Service Excellence Blueprint 7  IPCE/Service Excellence Video  UMHS SE Philosophy Card  GO BLUE Daily Team Huddles  Words that Work  R.E.L.A.T.E. Communication Model  H.E.A.R.T. Communication Model  Leader “Gemba” Rounding  TEMPO (Creating safe interactive moments)

8. Creating the Ideal Patient Care Experience Service Excellence Video Packet Goal: Facilitate introduction to UMHS vision and promote readiness for future roll-out of curriculum Service Excellence Video Packet 8 Five Chapters – Every Word Has Meaning Every Patient & Family is Unique Creating a Culture of Caring What to do When Things Go Wrong Understanding the Stress of Illness Donor Funded By Governor and Mrs. Rick Snyder & Mr. and Mrs. Ken Whipple Over 6,500 employees in process of viewing video

9. UMHS Service Excellence Philosophy and Commitment Card Service PhilosophyMy Commitment 9

10. Promoting Team Connections 10

11. A Sensitive Approach to Scripting 11

12. Communicating the Message that “We Care” 12

13. A Service Recovery Model 13

14. Leaders Gemba Rounding on Employees 14

15. We are all in this together 15

16. DISCUSSION 16

17. How will we measure our success? Patients/Families included in improvement efforts Engaged employees (via EE Survey) Patients expectations consistently exceeded (via Press Ganey, ACS and HCAHPS) Consistent framework exists across UMHS 17

18. Thank You! 18