1. SSM Health Care Category 3: Focus on Patients, Other Customers and Markets Karen Smit, MN, BSN, RN Clinical Quality Administrator

2. Patients, Other Customers and Markets – Criteria Recap Understand requirements, expectations and preferences of all customers Understand requirements, expectations and preferences of all customers Listening and learning posts Listening and learning posts Use data to define drivers of satisfaction and dissatisfaction Use data to define drivers of satisfaction and dissatisfaction Systematically build relationships with customers Systematically build relationships with customers

3. Patients, Other Customers, & Markets Key Customers Key Customers –Inpatients –Outpatients –Emergency Department –Home Care –Long-Term Care

4. Patients, Other Customers, & Markets Key Partners Key Partners –Physicians Key Staff Key Staff –Employees Other Stakeholders Other Stakeholders –Payors –Suppliers/Vendors

5. Patients, Other Customers, & Markets: Key Questions  Whom do you serve?  What do they want from you?  How do you know?

6. Patients, Other Customers, & Markets: Leadership Role  Monitor and analyze satisfaction data  Examine what drives satisfaction  Build relationships with customers  Use complaint management process

7. Key Customer Requirements Impact Analysis Impact Analysis

8. Patients, Other Customers, & Markets: Key Customer Requirements Good

9. Key Customer Requirements Good Source: Physician Satisfaction Survey

10. Key Customer Requirements Good

11. Key Customer Requirements Outpatients Outpatients –Wait times –Pain – staff concern for comfort Home Care Home Care –Timeliness –Accurate information from staff Long-Term Care Long-Term Care –Nurse – response time –Technical skill

12. Listening and Learning Tools Former & current patients & families Former & current patients & families – Satisfaction surveys – Complaint Management System – Selected patient follow-up calls – Primary-secondary market research – Comment cards – Internet web pages response system

13. Listening and Learning Tools Potential patients & future markets Potential patients & future markets –Primary-secondary market research –Survey research –Community contact telephone lines –Internet web pages response system –Professional associations, journals, abstracts, publications and courses

14. Patient Surveys Administration Administration – In-house mail survey Reporting Reporting – Executive summaries (monthly) – Dynamic web-based data analysis software (monthly) – Ranking reports (quarterly) – Impact analyses (semi-annually)

15. Customer-Focused Results

17. Data-Driven Improvements Goal – improve pain management and decrease ER wait times Goal – improve pain management and decrease ER wait times Results Results –No negative comments regarding wait times in last two quarters –Loyalty increased –Satisfaction with pain management increased significantly

18. ComplaintManagement Complaint Raised Address/Resolve & Follow-up Resolved No Issue Referred Complaint Entered into OFI Data Aggregated End Systemic Issue Yes Initiate CQI Process Entity Leadership Review Report to QRC for System Level Aggregation No

19. Complaint Management Categorizes complaints by issue Categorizes complaints by issue Creates follow-up forms Creates follow-up forms Tracks response time Tracks response time Prints reports by department Prints reports by department Implements service recovery Implements service recovery Analyzed at all levels Analyzed at all levels

20. Patient Satisfaction Good

21. Market Focus Good

22. Patients, Other Customers, & Markets: Organizational Learning Clarity around customers and their key requirements Clarity around customers and their key requirements Customer segmentation Customer segmentation Better use of listening and learning posts Better use of listening and learning posts Use data to drive decisions to improve customer/stakeholder relationships Use data to drive decisions to improve customer/stakeholder relationships Standardized complaint management program Standardized complaint management program

23. Our Customers Count!