1. Patient Experience Body of Knowledge Metrics and Measurement Domain Team Week 1 Check-in Call www.theberylinstitute.org Aug 3, 2012

2. Metrics and Measurement Domain Team NameRoleOrganization John Murray (Team Leader) Director, Patient ExperienceMemorial Hermann Jan AlthousePatient Satisfaction CoordinatorCook Children's Health Care System Melissa AndersonDirector, Patient ExperienceThe Nebraska Medical Center Linda MelilloDirector of Patient ExperienceSpaulding Rehabilitation Network Julie O'ShaughnessyExecutive Healthcare Service ConsultantAvatar International Pam PrisselDirector of Customer ServiceMayo Clinic Health System, in the NW Region

3. Body of Knowledge - Domains DOMAINDOMAIN OBJECTIVE History: Customer Service to Service Excellence and Patient Advocacy to Patient Experience Understanding of the core concepts of service excellence and the patient experience, their history, general context setting and core knowledge overview. Healthcare Leadership & Management Understanding of the principles of healthcare management and leadership, from financial acumen to strategic planning. Communication Understanding of interpersonal communication skills and processes for communicating about patient experience efforts. Organizational Effectiveness, Performance Improvement, & Change Understanding of the processes to address organizational effectiveness, change management and improvement. Employee EngagementUnderstanding of the processes to engage and reward staff at all levels in key aspects of patient experience. Coaching & Developing Others Understanding of the effective design and delivery of learning and development and coaching of others in working to achieve desired outcomes. Cultural Competence and Diversity Understanding of the impact that diversity and difference plays in the design and delivery of effective patient experience efforts. Patient & Family Centeredness Understanding of the various Patient & Family Centered Care models and how to identify and implement their underlying concepts. Experience DesignUnderstanding of how to design the overall experience, including engaging customer voice, marketing, etc. Clinical Partnerships Understanding how to establish and sustain effective clinical (physician and nurse leader and practitioner) relationships and ensure engagement with patient experience plans. Service Recovery & Feedback ManagementUnderstanding the models and processes for establishing effective service efforts and managing recovery efforts. Hospitality & Healing Services Understanding the scope, structure and influence of critical hospitality and healing touch-points that can influence and impact overall experience. Technology Application Understanding the range of technology that can influence patient experience and how to integrate into experience efforts. Metrics & Measurement Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. Policy & Regulatory IssuesUnderstanding of the policy and regulatory issues that influence or impact patient experience efforts. 3 www.theberylinstitute.org

4. Reminder: Why we are here Virtual Meeting Process (July – September 2012) Domain teams will meet via phone/Webex to develop the outline and key components of each module. Teams will be provided the content summaries gathered through the series of invited and open comment periods for review for their specific domain. The objective statement for the domain should frame development of content. Deliverables for each team will include: Learning objectives: 3-5 key take-aways from the module Content outline: What should be included in the module to ensure the achievement of the learning objectives. The outline should provide suggestions for content, flow, and timing. Key supporting materials: What outside materials/resources should be considered as part of this module? This includes learning material, outside organizations, etc. Suggested assessment questions: What would someone who mastered this module need to know? What questions would you suggest to accomplish some measure of understanding? www.theberylinstitute.org 4

5. Our Work Plan Break down deliverables into smaller weekly ‘chunks’ over the next few weeks. Identify weekly task assignments for group, using Forum to share thoughts and ideas so we don’t need to rely on the conference calls to complete our deliverables. (note: all conference calls/webex sessions will be recorded for those unable to attend on any particular date) Check in on progress at end of each week by conference call/webex (aim for 1 hour maximum) and at that time set goal for the following week. John to keep team updated with weekly email summary of call and assignments for the next week.

6. Work Plan/Schedule WeekGoal Forum Collaboration & Discussion Check-in Call/Webex (Friday at 11am CST) 1 Review Raw Data Identify Domain Learning Objectives (3-5) Identify possible Outside Resources/Supporting Materials July 30 – Aug 2Aug 3 2 Identify possible Sections of the learning module For each Section, specify the Learning Objective Aug 6 – 9Aug 10 3 Develop Section Material (Part 1 of 3) Consider the Concepts to be addressed within each Section, and specify Key Learning Components and Take aways Aug 13 – 16Aug 17 4 Develop Section Material (Part 2 of 3) Consider the Concepts to be addressed within each Section, and specify Key Learning Components and Take aways Aug 20 – 23Aug 24 5 Develop Section Material (Part 3 of 3) Consider the Concepts to be addressed within each Section, and specify Key Learning Components and Take aways Aug 27 - 30Aug 31 6 Suggested Assessment Questions Final Review Sept 3 - 6Sep 7 The time allowed for this phase can be adjusted, based on number of sections and complexity

7. Week 1 WWW Plan Review WeekGoal Forum Collaboration & Discussion Check-in Call/Webex (Friday at 11am CST) 1 Review Raw Data Identify Domain Learning Objectives (3-5) Identify possible Outside Resources/Supporting Materials July 30 – Aug 2Aug 3 WhatWhoWhen Review Raw Data and summary materials posted on Beryl ForumAll Team MembersMon, July 30 – Thu, Aug 2 Post Slides and Recording of Webinar to Forum for future reference JohnMon, July 30 Set-up Conference Calls/Webex sessions for six weeks and email team members Outlook meeting requests Webex meeting links JohnTues, Jul 31 Create Forum discussion threads on (1) Possible Learning Objectives, and (2) Possible outside resources/supporting materials JohnMon, July 30 Discuss possible Domain Learning Objectives and Outside Resources/Supporting Materials via Forum Threads All Team MembersMon, July 30 – Thu, Aug 2 (Ongoing throughout the week) Check-in Webex/Conference Call to discuss Forum input and consider Domain Learning Objectives and Outside Resources/Supporting Materials All Team MembersFri, Aug 3 @ 11am CST

8. Suggested Content – from Public Consultation METRICS & MEASUREMENT Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. Summary of Content Suggestions  Listening to patients/family - Focus Groups, Mystery Shopping, etc.  Understanding, managing and coordinating patient survey administration - survey methodologies/vendors.  Data analysis & validity – segmentation.  Goal-setting.  Results analysis, reporting and action planning – providing data in a way that is accessible, usable, and actionable.  Market analysis.  Quantitative and qualitative research methods & data analysis.  Data management.  Determining ROI.  Methods for keeping staff informed of Patient Experience scores on ongoing basis.  Real time data opportunities such as Patient and Family Advisory Councils, Patients on hospital committees, Patient family shadowing, etc.  Use of Patient and Family Stories to drive change. Full ‘raw data’ file from BOK data collection process is available on the Beryl Institute Forum: http://www.theberylinstitute.org/forums/

9. Learning Objectives - Review of Forum Comments DOMAINDOMAIN OBJECTIVE Metrics & Measurement Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. 9 www.theberylinstitute.org Linda suggested the following structure: 1. Understanding Data (N/n, Validity, Reliability, Qualitative, Quantitative) 2. Gathering Data (Survey, Focus Groups, Research) 3. Analyzing Data (Statistics) 4. Application (PI theory) 5. Sharing Data (Publication, Public Reporting) John and Melissa commented that segmentation was good and flowed well. Questions for Discussion: Does this cover everything we discussed last week and the themes you observed? Would all areas of our Domain Objective be addressed within these five areas?

10. Outside Resources - Review of Forum Comments DOMAINDOMAIN OBJECTIVE Metrics & Measurement Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. 10 www.theberylinstitute.org John indicated free statistics classes were available on iTunes U. Linda shared 2 books that were inexpensive but provided excellent basic explanations of statistical concepts: 1.Statistics for People Who (Think They) Hate Statistics, Neil J. Salkind, Sage Publications 2.Statistical Analysis Quick Reference Guidebook (with SPSS Examples), Alan C. Elliott & Wayne A. Woodward, Sage Publications Linda also suggested the ‘Statistics for Dummies’ book. John shared some links to documents showing how to perform basic statistical analysis in Excel. For Discussion: Resources and tools may be discovered as we develop the content further. Are there any other resources that come to mind at the moment?

11. Work Plan/Schedule WeekGoal Forum Collaboration & Discussion Check-in Call/Webex (Friday at 11am CST) 1 Review Raw Data Identify Domain Learning Objectives (3-5) Identify possible Outside Resources/Supporting Materials July 30 – Aug 2Aug 3 2 Identify possible Sections of the learning module For each Section, specify the Learning Objective Aug 6 – 9Aug 10 3 Develop Section Material (Part 1 of 3) Consider the Concepts to be addressed within each Section, and specify Key Learning Components and Take aways Aug 13 – 16Aug 17 4 Develop Section Material (Part 2 of 3) Consider the Concepts to be addressed within each Section, and specify Key Learning Components and Take aways Aug 20 – 23Aug 24 5 Develop Section Material (Part 3 of 3) Consider the Concepts to be addressed within each Section, and specify Key Learning Components and Take aways Aug 27 - 30Aug 31 6 Suggested Assessment Questions Final Review Sept 3 - 6Sep 7 The time allowed for this phase can be adjusted, based on number of sections and complexity

12. Domain Template DOMAIN NAME: Metrics and Measurement DOMAIN OBJECTIVE: Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. DOMAIN LEARNING OBJECTIVES (3-5): DOMAIN OUTLINE Section I…Name: Objective: Outline of Concepts Concept 1 with key learning components Concept 2 with key learning components Etc… Key learning point(s)/take away Continue for as many sections as are suggested for specific module… OUTSIDE RESOURCES/SUPPORTING MATERIALS TO CONSIDER: (Provide a list of all suggested materials) SUGGESTED ASSESSMENT QUESTIONS: (Can be offered for each section or for the overall module) www.theberylinstitute.org 12

13. Domain Development Key Learning Components Concepts Sections Domain Learning Objectives (3 – 5) Domain Objective Understanding the components of an effective measurement process, including the identification of key metrics and the use of data. Understanding Data Sect. 1Concept 1 Key Learning 1 Key Learning 2 Concept 2Sect. 2Sect. 3 Gathering Data Analyzing Data Applying Data Sharing Data

14. Work Plan/Schedule WeekGoal Forum Collaboration & Discussion Check-in Call/Webex (Friday at 11am CST) 1 Review Raw Data Identify Domain Learning Objectives (3-5) Identify possible Outside Resources/Supporting Materials July 30 – Aug 2Aug 3 2 Identify possible Sections of the learning module For each Section, specify the Learning Objective Aug 6 – 9Aug 10 3 Develop Section Material (Part 1 of 3) Consider the Concepts to be addressed within each Section, and specify Key Learning Components and Take aways Aug 13 – 16Aug 17 4 Develop Section Material (Part 2 of 3) Consider the Concepts to be addressed within each Section, and specify Key Learning Components and Take aways Aug 20 – 23Aug 24 5 Develop Section Material (Part 3 of 3) Consider the Concepts to be addressed within each Section, and specify Key Learning Components and Take aways Aug 27 - 30Aug 31 6 Suggested Assessment Questions Final Review Sept 3 - 6Sep 7 The time allowed for this phase can be adjusted, based on number of sections and complexity

15. Week 2 WWW Plan Review WhatWhoWhen Post Slides and Recording of week 1 check-in call to Forum for future reference JohnMon, Aug 6 Create Forum discussion thread to discuss Sections and Learning Objectives JohnMon, Aug 6 Reach out to Performance Improvement Domain team lead to discover their key objectives, to ensure no overlap between both teams JohnMon, Aug 6 Check on access to Beryl Institute Forums for Jason Macedonia (Avatar) JohnFri, Aug 3 Discuss possible Sections and Learning Objectives via Forum Threads All Team MembersMon, Aug 6 – Thu, Aug 9 (Ongoing throughout the week) Check-in Webex/Conference Call to discuss Forum input and consider Sections and Learning Objectives All Team MembersFri, Aug 10 @ 11am CST WeekGoal Forum Collaboration & Discussion Check-in Call/Webex (Friday at 11am CST) 2 Identify possible Sections of the learning module For each Section, specify the Learning Objective Aug 6 – 9Aug 10

16. THANK YOU & QUESTIONS John Murray, MBA Director, Patient Experience Tel: 713.338.6771 John.Murray@memorialhermann.org