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  • Hospital Impact - 5 patient-care observation tools for hospital execs
    If only their HCAHPS scores were higher maybe they would actually deliver what they promise instead of what they imagine This fear of seeing what really is rather than what you wish it to be is rather disturbing yet all too often a major inhibitor Fresh eyes What can a healthcare organization actually do to see feel and think with greater clarity about the reality not the mythology of their patient experience Here are five areas commonly examined by mystery shoppers that can hospitals can try Phone The easiest way to begin is to call your own office phone hospital physician s practice with a typical patient need a desire to learn more about your services make an appointment or connect to a particular department Before you call write out a checklist of expectations you think should be the standard of caring that your phone operators and healthcare system should deliver Then check it out and see how they rate Admissions You might think this is hard to do It isn t Take a morning every month and go visit your admissions office Take your expectations list with you Tell your staff you are observing the experience from the perspective of your patients and staff It helps if they know you are doing it for both staff and patients Sit and watch listen and make notes about what you see happening Waiting rooms Have you ever sat in your own waiting rooms What is it like Gracious and caring Cold and irritating What should it be like At one hospital we worked with we couldn t believe how lonely it was sitting and waiting for information about a parent or friend while they were in surgery What could you do better to create a caring atmosphere that those family and friends would remember after they left Shadowing Shadowing might sound rather scary but it s simple and easy Take a morning and discreetly follow nurses on different floors or technicians in different departments Make it a game and tell them you want to better understand their jobs and how they do them A few minutes in they forget about you as they get on with their jobs Your job is to watch listen and reflect on what you expect versus what you see Discharge We remember most what happens last Discharge is an often forgotten part of the entire patient experience But what should the experience be This is when you want patients and their family members applause Watch several discharges every month Then turn those quick how did we do telephone calls into culture probes Let the patient and their family tell you their stories Since you re the one who observing it s difficult for your staff to criticize an outside consultant or to discount what you observed Rather the observations now become the raw material for you and your leadership team to change the experiences so they better deliver the exceptional patient and family centered care your

    Original URL path: http://www.hospitalimpact.org/index.php/2014/09/18/5_patient_care_observation_tools_for_hos (2016-02-10)
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  • Hospital Impact - Boost patient experience at first point of contact: The call center
    to their website They referred us to surgery department which then referred us to a surgeon s office but we had to call the office back directly at another number We experienced 18 of these types of encounters Then we called Cancer Treatment Centers of America Dana Farber Cancer Institute Johns Hopkins Medicine and Massachusetts General Hospital While each was different they at least had an approach to cancer inquiries and cancer care that demonstrated they might actually care about a caller requesting information Of these national brands Cancer Treatment Centers of America was clearly in another space The operator was immediately engaged showed empathy towards me and expressed concern for my father She knew whom to connect me with their cancer advocate who introduced herself expressed her concern for my father and explained how the Centers deliver care for cancer patients Their well thought out call center process was all about making both the patient and the family feel important cared about and listened to The process was also easy to understand and made sense What startled us was the sorry state of the rest of the call centers The basic caring of the other healthcare organizations was totally missing in action at the first point of contact Any effort to understand the needs of a cancer patient at that crucial point was back in the dark ages The operators supposedly are there to answer a call in three rings and direct the caller to where he she needs to go For us we would have been happy if they had at the very least answered the phone in less than 10 rings and greeted us with kindness True most calls to a hospital s central number are from people wanting to be connected to a patient seeking a physician or looking for an administrative department billing or admissions We clearly threw them a curve ball asking for information about their cancer protocols But was that enough of an excuse not to Answer the call promptly Reflect the brand of the hospital in their voice Utilize their communication skills Demonstrate a willingness to try and find a solution to our inquiry Which led us to wonder Why With all the innovative work going on these days to respond to healthcare reform almost everyone it seems forgets the telephone center a necessary evil From our perspective the call center seems an easy point of differentiation How can a healthcare institution make a person s overall experience satisfyingly patient focused and person centered if they canâ t even answer the phones well And conversely if they could create an amazing experience at that first touch point maybe they could do the same throughout the entire patient and family experience Overwhelmingly this whole experience felt like a time to pause and focus on the basics While not innovative or sexy the call center is essential It must reflect well on you and add value to your organization not dysfunction Remember you don

    Original URL path: http://www.hospitalimpact.org/index.php/2014/08/28/boost_patient_experience_at_first_point (2016-02-10)
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  • Hospital Impact
    several blogs here at Hospital Impact In particular people are interested in how they can create a culture of innovation in their organization They re also interested in why it s so hard to get people to become more innovative creative and capable problem solvers Times are changing and to make new ideas actually happen people need to see feel and think in new ways those elusive innovations Healthcare changes push hospitals and providers to rethink their core values beliefs and behaviors the essential elements of their culture Indeed the movement from volume to value sounds cool but what does it really mean and how do we actually do it Keeping people out of the hospital sounds easy Yet the trends suggest that as Baby Boomers age their in patient needs will accelerate not diminish What is the right direction When will we know we are making strides What are the key metrics that show progress and when do we have to pivot and rethink the new processes or programs we have put into place Read more Leave a comment 5 major healthcare trends to think about June 18th 2014 by Andrea J Simon There are so many changes innovations market shifts and consumer behavior options taking place in the healthcare industry that many clients have been looking for a clear road map Without the traditional best practices to modify or adopt responding to change was much more than a challenge for many it was almost a crisis Like the proverbial deer in headlights it was safer to freeze than to move From fall 2013 to the beginning of summer 2014 I presented a series of webinars on healthcare innovation created by Simon Associates Management Consultants I will share with Hospital Impact readers the thread woven throughout the trends and captured by the eight experts I assembled as webinar leaders In this post I summarized the core trends that emerged throughout the webinar series and I will dig deeper into each of them in upcoming blog posts Read more Leave a comment Adapt hospital culture to changing times May 30th 2014 by Andrea J Simon With all the changes taking place in healthcare now is a good time to look at your hospital s culture I wrote a series of blog posts on my work with Hurley Medical Center in Flint Michigan where I twice served as interim senior vice president of marketing and branding most recently from 2010 2011 During that time one of the biggest challenges the medical center faced was how to change its culture Healthcare reform we all knew altered the delivery of care and the revenue streams Younger doctors nurses and staff who entered the system brought with them new values beliefs and work styles And yet the hospital and perhaps yours as well operated with exactly the same culture values beliefs and behaviors as it had done for many years The CEO Patrick Wardell wanted to begin a culture change process But what was

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=Andrea%20Simon&page=1&disp=posts&paged=4 (2016-02-10)
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  • Hospital Impact - CEO succession planning: Recruiting hospital leaders for the future
    as hospitals consolidate and merge leaving the position of CEO in particular risk But even if one CEO is let go after two hospitals merge the newly formed organization must look ahead and its board members must consider what skills they want their future senior leaders to possess As a result of this revolving door of healthcare CEOs there has been a fundamental shift in executive recruitment strategies at hospitals and health networks To learn more about how organizations and their current CEOs now recruit their future executives I spoke to Chris Corwin a consultant at the executive search firm Witt Kieffer In today s environment what I notice most is that executives are recruiting a legacy team she told me during an exclusive interview It s not about them It s what they are leaving behind and the people they are leaving behind Read the full commentary at FierceHealthcare Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on Massachusetts bill to improve response to violence Superbug linked scopes Feds failed to act on earlier outbreak 8 developing healthcare trends Hottest Products Compare Top Solutions in Hospital Management Electronic Medical Billing Software Healthcare Revenue Cycle Management Practice Management Software Clinical Information Systems CIS Clinical Data

    Original URL path: http://www.hospitalimpact.org/index.php/2015/09/03/ceo_succession_planning_recruiting_hospi (2016-02-10)
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  • Hospital Impact - Ascension CEO Tony Tersigni on culture change and population health strategies
    s quest to become one Ascension and change the culture at each of its 131 hospitals and 1 900 care sites which are located in 23 states and the District of Columbia We have to change our mindset as well as our ministry of what we are trying to do Tersigni told FierceHealthcare in an exclusive interview The new culture is one that promotes a can do and need to do attitude to provide person centered care he says Our journey to one Ascension is our attempt to really leverage the clinical capabilities of our providers and begin to look to transform healthcare within the communities we serve he says Read the full report at FierceHealthcare Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on Massachusetts bill to improve response to violence Superbug linked scopes Feds failed to act on earlier outbreak 8 developing healthcare trends Hottest Products Compare Top Solutions in Hospital Management Electronic Medical Billing Software Healthcare Revenue Cycle Management Practice Management Software Clinical Information Systems CIS Clinical Data Repository Software CDR Medical Billing And Coding Medical Transcription Services Healthcare EDI Systems Evaluate more than 4 000 products Healthcare Finance news The shifting role of the healthcare CFO From sites to systems Medical

    Original URL path: http://www.hospitalimpact.org/index.php/2015/08/27/ascension_ceo_tony_tersigni_on_culture_c (2016-02-10)
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  • Hospital Impact - 3 ways to improve communication and care coordination--from the patient and family's perspective
    tests and consultations in a local hospital emergency room he was transported by ambulance to a facility further away that had the resources and critical care team better equipped to handle the operation The ER doctor who first examined him wasn t sure he d survive the surgery and we all prayed for a positive outcome The situation was especially frightening for our loved one who is mentally challenged has a limited vocabulary and often uses sign language to communicate But he couldn t use his hands as they were put in restraints so he wouldn t pull out the tubes to his IV Although the ER medical team initially resisted they eventually understood why he needed a familiar caregiver to stay with him constantly to provide him with reassurance Read the full commentary at FierceHealthcare Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on Massachusetts bill to improve response to violence Superbug linked scopes Feds failed to act on earlier outbreak 8 developing healthcare trends Hottest Products Compare Top Solutions in Hospital Management Electronic Medical Billing Software Healthcare Revenue Cycle Management Practice Management Software Clinical Information Systems CIS Clinical Data Repository Software CDR Medical Billing And Coding Medical Transcription Services Healthcare EDI Systems Evaluate

    Original URL path: http://www.hospitalimpact.org/index.php/2015/08/06/3_ways_to_improve_communication_and_care (2016-02-10)
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  • Hospital Impact - Disruptive--and dangerous--behavior caught on tape: Time to finally stop misbehaving docs
    unnamed Virginia man didn t intend to record the conversation He had hoped to capture the doctor s post discharge instruction via a cellphone recording but accidentally taped the entire examination because his clothing was put under the operating table Imagine his surprise when he fully awoke from his stupor to hear the physician and surgical team he entrusted would care for him instead insult him express a desire to punch him in the face and deliberately misdiagnose him The incident is appalling on so many levels but the idea that a provider would falsify medical reports and the patient safety risks that are inherent in this kind of disruptive and distracted behavior are especially so Why does the industry put up with it Last year FierceHealthcare reported that many hospitals don t do anything about the problem because troublesome physicians often generate a lot of revenue Read the full commentary at FierceHealthcare Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on Massachusetts bill to improve response to violence Superbug linked scopes Feds failed to act on earlier outbreak 8 developing healthcare trends Hottest Products Compare Top Solutions in Hospital Management Electronic Medical Billing Software Healthcare Revenue Cycle Management Practice Management Software Clinical Information Systems

    Original URL path: http://www.hospitalimpact.org/index.php/2015/07/09/disruptive_and_dangerous_behavior_caught (2016-02-10)
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  • Hospital Impact - Surgical never events: How to stop these preventable medical errors once and for all
    of American Physicians CAPAssurance program told me during an exclusive interview We spoke shortly before the release this week of a study conducted by researchers at the Mayo Clinic that found never events occurred at their campus during 1 of every 22 000 procedures But the national rate for never events is much higher A 2013 study published in Surgery estimated it to be closer to 1 in 12 000 procedures And JAMA Surgery published another study this week that took a systematic review of surgical never events including wrong site surgery retained surgical items and surgical fires to try to determine why they still happen despite the implementation of patient safety efforts at hospitals across the country The study found that poor communication is behind most of these catastrophic events a problem also identified by Mayo Clinic researchers The Mayo study also identified a series of as many as nine missteps that can lead to a surgical error Read the full commentary at FierceHealthcare Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on Massachusetts bill to improve response to violence Superbug linked scopes Feds failed to act on earlier outbreak 8 developing healthcare trends Hottest Products Compare Top Solutions in Hospital Management Electronic Medical

    Original URL path: http://www.hospitalimpact.org/index.php/2015/06/18/surgical_never_events_how_to_stop_these (2016-02-10)
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