1. Training Offerings Led by the CSI PCMH Practice Facilitation Team Aimee Schayer Jacqueline Bessette Lefebvre

2. Objective Practice Manager will identify Three practice facilitation trainings available for the individual practice site: 1.Delivering GREAT Customer Service 2.Team Building using Myers Briggs 3.Quality Improvement through Process Mapping

3. Delivering GREAT Customer Service Overview CAHPS –customer experience survey Financial Incentives tied to customer service NCQA Patient advisory boards Right thing to do

4. Delivering GREAT Customer Service CAHPS – Consumer Assessment of Healthcare Providers and Systems Office Staff Q42In the last 12 months, how often were clerks and receptionists at this provider’s office as helpful as you thought they should be? Q43In the last 12 months, how often did clerks and receptionists at this provider’s office treat you with courtesy and respect? Access to Care Items Q7 In the last 12 months, how many days did you usually have to wait for an appointment when you needed care right away? Q12In the last 12 months, how often were you able to get the care you needed from this provider’s office during evenings, weekends, or holidays?* Information Items Q10Did this provider’s office give you information about what to do if you needed care during evenings, weekends, or holidays? Q17Some offices remind patients between visits about tests, treatment or appointments. In the last 12 months, did you get any reminders from this provider’s office between visits?

5. Delivering GREAT Customer Service Overview Impact of a message - Face to face Impact of a message - Over the telephone Great customer service begins with you Choose your attitude Active listening

6. Delivering GREAT Customer Service Overview Group work: Techniques – word choices Group work: Handling difficult calls Messaging Call transfers

7. Delivering GREAT Customer Service

9. Practice Feedback: Providers noticed: “Providers commented on positive changes within the office…..” Improvement around the office: “Big improvement amongst staff, atmosphere of office, attitudes…..” Staff more aware: “Staff more aware of their own attitude, tone, and facial expressions…..” Decrease in Patient Complaints: “Since the customer service training – patient complaints are non-existent as compared to before…..” Decrease in Patient conflicts: “Patients haven’t changed; however staff have the tools to be better prepared to communicate with patients, so less patient conflicts…..”

10. Delivering GREAT Customer Service Practice Feedback: Helped with Team Building: “Recent office move and new staff. Brought all the staff together. Improved culture and atmosphere of the practice……” Improved Staff Communication: “Staff are more aware of their communication including how they are perceived by patients…….” Decrease in Patient Complaints: “Patients know they will get the same level of service from all staff. So each patient receives the same level of service no matter who they speak with…..” Keep it Alive: “It was important to keep the customer service skills alive…..”

11. Team Building Using Myers Briggs Overview Workflow changes Team Building Doing more with less Working to the top of professional capacity

12. Team Building Using Myers Briggs All staff complete MBTI (Myers Briggs Type Indicator)

13. Team Building Using Myers Briggs Overview Deliver a personalized preference type Recognize individual preferences (personality type) Individual and group break out Group work with like preferences Group work with peers

14. Team Building Using Myers Briggs Four Dichotomies of MBTI Extraversion / Introversion: Energizing – how you are energized Sensing / iNtuition: Perceiving – what you pay attention to Thinking / Feeling: Deciding – how you make a decision Judging / Perceiving: Living – the lifestyle you adopt

15. Team Building Using Myers Briggs Why communicate? What are your preferences? How do you see them play out in team chemistry ?

16. Team Building Using Myers Briggs Overview Group work with peers – What’s working – What could work better Bring it back to the practice to identify what’s needed from each area in order to work together

17. Quality Improvement Through Process Mapping Overview Map out current state Workflow changes / formalizing existing workflows – How does the practice implement work flow changes? Do you involve team members from all areas of the team? – (eg. Front desk, MAs, NCM, Providers, office manager)

18. Quality Improvement Through Process Mapping Overview End Goal - future state PDSA (Plan -Do -Study-Act) Involvement of entire care team

19. Quality Improvement Through Process Mapping

22. Questions? Thank You So Much!! Aimee.schayer@bcbsri.org Jacqueline.lefebvre@bcbsri.org