• UCC is a federally qualified health center (FQHC) located on ZSFGH campus. • 20,000 annual adult patient visits • Walk-ins are 80% of patient visits • Safety net for underserved patients • 2012 Lean Management System implemented • 2013 No standardized way of measuring and reporting patient satisfaction metrics • 2014 Implementation of standardized survey tool and utilize volunteer administrators • 2014 3 of 25 questions scored 4.5 or above • 2015 Waiting experience identified as greatest improvement opportunity • 2015 Obtained largest sample size n = 831 Background Project Goal(s) Patient Satisfaction Survey Implementation and Sustainment Zuckerberg San Francisco General Hospital Urgent Care Clinic (UCC) Ricardo Ballin, RN, DNP, CNML 1222 Hester Avenue San Jose Ca 415-810-9674 [email protected] Project Timeline • 2014: DNP project was implementation of a standardized Patient Satisfaction survey collection and reporting method in UCC • 2014: 64 surveys collected in 4 th quarter and used in DNP project • 2015: Project expanded using standardized survey administration training video • 2015: Survey sample size highest at 831 • 2016-2017: Received highest survey ratings • 2014-2017: Project sustained with 1,487 total English & Spanish surveys collected • 2018: Project selected for DNP National Conference digital poster Next Steps Survey Data • Empower patients to provide survey feedback • Develop a sustainable patient satisfaction survey with standardized methodology • Establish baseline data to identify benchmarks and track trends • Communicate and celebrate survey data to drive continuous improvements PEOPLE • Service Excellence • Clinical Quality • Professional & Academic Excellence • Safety & Accountability • Enhancing Wellness SYSTEMS • Efficient Management • Integration & Coordination TECHNOLOGY • Develop & Expand Information Technology • Moving Beyond “Implementation” Towards Adoption of Epic Zuckerberg San Francisco General Hospital Strategic Plan Transforming Health Care by 2020 • Survey translation in multiple languages • Develop electronic automated version of survey • Trial survey in other settings with similar populations • Share journey from implementation to sustainment • Apply DNP project framework to different healthcare problems Standardized Survey Tool 2014 - 2017 • Access scores improved 4.0 - 4.6 • Waiting experience improved 3.8 - 4.4 • Overall experience between all staff & patient improved 4.4 - 4.8 • Likelihood of referring to UCC improved 4.3 - 4.7 • 2017 18 of 25 questions scored 4.5 or above Lessons Learned • Utilizing a standardized survey tool and survey administration process produces consistent sustainable metrics • Patient feedback is a driver for continuous improvement • Communicating survey results to stake holders and front-line staff is key to sustaining project value • Volunteers are valuable partners with front-line data collection Data Analysis 1 Today’s Date: _____________ Time of Survey Completion: _____________ We would like to know how you feel about the services we provide so we can make sure we are meeting your needs. Your responses are directly responsible for improving these services. All responses will be kept confidential and anonymous. Thank you for your time. Age Group: 18 to 24 ____ Your Race/Ethnicity: ___ Asian 25 to 44 ____ ___ Pacific Islander 45 to 64 ____ ___ Black/African American Over 64 ____ ___ American Indian/Alaska Native ___ White (Not Hispanic or Latino) ___ Hispanic or Latino (All Races) Your Gender: Male ____ Female ____ ___ Unknown Please circle how well you think we are doing in the following areas: GREAT 5 GOOD 4 OK 3 FAIR 2 POOR 1 Ease of Getting Care Ability to get in to be seen 5 4 3 2 1 Hours Center is open 5 4 3 2 1 Convenience of Center’s location 5 4 3 2 1 Prompt return on calls 5 4 3 2 1 Front Office Clerks Friendly and helpful to you 5 4 3 2 1 Able to answer your questions 5 4 3 2 1 Payment What you pay 5 4 3 2 1 Explanation of charges 5 4 3 2 1 Collection of payment/money 5 4 3 2 1 Waiting Time in waiting room 5 4 3 2 1 Time in exam room 5 4 3 2 1 Waiting for tests to be performed 5 4 3 2 1 Waiting for test results 5 4 3 2 1 Patient Satisfaction Survey, Supported by funds from the Bureau of Primary Health Care Urgent Care Center (UCC) Patient Satisfaction Survey Continue on back… 1 Please circle the number for how well you think we are doing in the following areas GREAT 5 GOOD 4 OK 3 FAIR 2 POOR 1 Facility Neat and clean building 5 4 3 2 1 Ease of finding where to go 5 4 3 2 1 Comfort and Safety while waiting 5 4 3 2 1 Staff : (Physician, Physician Assistant, Nurse Practitioner) Listens to you 5 4 3 2 1 Takes enough time with you 5 4 3 2 1 Explains what you want to know 5 4 3 2 1 Gives you good advice and treatment 5 4 3 2 1 Nurses andMedical Assistants: Friendly and helpful to you 5 4 3 2 1 Answers your questions 5 4 3 2 1 Confidentiality Facility Privacy 5 4 3 2 1 Keeping my personal information private 5 4 3 2 1 Overall Likelihood of referring your friends and relatives to us: 5 4 3 2 1 How satisfied were you with your experience at UCC 5 4 3 2 1 Do you consider this center your regular source of care? Yes _____ No _____ What do you like BEST about our Urgent Care Center? __________________________________________________________________________________________ __________________________________________________________________________________________ What do you like LEAST about our Urgent Care Center? __________________________________________________________________________________________ __________________________________________________________________________________________ Suggestion for improvement? __________________________________________________________________________________________ __________________________________________________________________________________________ Thank you so much for completing our Survey! Patient Satisfaction Survey, Supported by funds from the Bureau of Primary Health Care
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• UCCisafederallyqualifiedhealthcenter(FQHC)locatedonZSFGHcampus.
• 20,000annualadultpatientvisits• Walk-insare80%ofpatientvisits• Safetynetforunderservedpatients• 2012LeanManagementSystemimplemented• 2013Nostandardizedwayofmeasuringand
reportingpatientsatisfactionmetrics• 2014Implementationofstandardizedsurvey
toolandutilizevolunteeradministrators• 20143of25questionsscored4.5orabove• 2015Waitingexperienceidentifiedasgreatest
improvementopportunity• 2015Obtainedlargestsamplesizen=831
Background
ProjectGoal(s)
PatientSatisfactionSurveyImplementationandSustainmentZuckerbergSanFranciscoGeneralHospital
UrgentCareClinic(UCC)RicardoBallin,RN,DNP,CNML1222HesterAvenueSanJoseCa
ProjectTimeline
• 2014:DNPprojectwasimplementationofastandardizedPatientSatisfactionsurveycollectionandreportingmethodinUCC
• 2014:64surveyscollectedin4thquarterandusedinDNPproject
• 2015:Projectexpandedusingstandardizedsurveyadministrationtrainingvideo
• 2015:Surveysamplesizehighestat831• 2016-2017:Receivedhighestsurveyratings• 2014-2017:Projectsustainedwith1,487total
English&Spanishsurveyscollected• 2018:ProjectselectedforDNPNational
Conferencedigitalposter
NextSteps
SurveyData
• Empowerpatientstoprovidesurveyfeedback• Developasustainablepatientsatisfaction
surveywithstandardizedmethodology• Establishbaselinedatatoidentifybenchmarks
andtracktrends• Communicateandcelebratesurveydatato
drivecontinuousimprovements
PEOPLE
• ServiceExcellence• ClinicalQuality• Professional&AcademicExcellence• Safety&Accountability• EnhancingWellness
SYSTEMS • EfficientManagement• Integration&Coordination TECHNOLOGY
• Develop&ExpandInformationTechnology• MovingBeyond“Implementation”TowardsAdoptionofEpic
ZuckerbergSanFranciscoGeneralHospitalStrategicPlan
TransformingHealthCareby2020
• Surveytranslationinmultiplelanguages• Developelectronicautomatedversionofsurvey• Trialsurveyinothersettingswithsimilarpopulations• Sharejourneyfromimplementationtosustainment• ApplyDNPprojectframeworktodifferenthealthcareproblems
StandardizedSurveyTool
2014-2017
• Accessscoresimproved4.0-4.6• Waitingexperienceimproved3.8-4.4
• Overallexperiencebetweenallstaff&patientimproved4.4-4.8
• LikelihoodofreferringtoUCCimproved4.3-4.7
• 201718of25questionsscored4.5orabove
LessonsLearned
• Utilizingastandardizedsurveytoolandsurveyadministrationprocessproducesconsistentsustainablemetrics
• Patientfeedbackisadriverforcontinuousimprovement
• Communicatingsurveyresultstostakeholdersandfront-linestaffiskeytosustainingprojectvalue
• Volunteersarevaluablepartnerswithfront-linedatacollection
DataAnalysis
1
Today’sDate: _____________ TimeofSurveyCompletion: _____________ Wewouldliketoknowhowyoufeelabouttheservicesweprovidesowecanmakesurewearemeetingyourneeds.Yourresponsesaredirectlyresponsibleforimprovingtheseservices.Allresponseswillbekeptconfidentialandanonymous.Thankyouforyourtime.AgeGroup: 18to24____ YourRace/Ethnicity: ___Asian 25to44____ ___PacificIslander 45to64____ ___Black/AfricanAmericanOver64____ ___AmericanIndian/AlaskaNative ___White(NotHispanicorLatino) ___HispanicorLatino(AllRaces)YourGender: Male____Female____ ___Unknown
Pleasecirclehowwellyouthinkwearedoinginthefollowingareas:GREAT
5
GOOD
4
OK
3
FAIR
2
POOR
1
EaseofGettingCare
Abilitytogetintobeseen 5 4 3 2 1
HoursCenterisopen 5 4 3 2 1
ConvenienceofCenter’slocation 5 4 3 2 1
Promptreturnoncalls 5 4 3 2 1
FrontOfficeClerks
Friendlyandhelpfultoyou 5 4 3 2 1
Abletoansweryourquestions 5 4 3 2 1
Payment
Whatyoupay 5 4 3 2 1
Explanationofcharges 5 4 3 2 1
Collectionofpayment/money 5 4 3 2 1
Waiting
Timeinwaitingroom 5 4 3 2 1
Timeinexamroom 5 4 3 2 1
Waitingforteststobeperformed 5 4 3 2 1
Waitingfortestresults 5 4 3 2 1
Patient Satisfaction Survey, Supported by funds from the Bureau of Primary Health Care
Urgent Care Center (UCC) Patient Satisfaction Survey
Continue on back…
1
PleasecirclethenumberforhowwellyouthinkwearedoinginthefollowingareasGREAT
5
GOOD
4
OK
3
FAIR
2
POOR
1
Facility
Neatandcleanbuilding 5 4 3 2 1
Easeoffindingwheretogo 5 4 3 2 1
ComfortandSafetywhilewaiting 5 4 3 2 1
Staff
Provider:(Physician,PhysicianAssistant,NursePractitioner)
Listenstoyou 5 4 3 2 1
Takesenoughtimewithyou 5 4 3 2 1
Explainswhatyouwanttoknow 5 4 3 2 1
Givesyougoodadviceandtreatment 5 4 3 2 1NursesandMedicalAssistants:
Friendlyandhelpfultoyou 5 4 3 2 1
Answersyourquestions 5 4 3 2 1
Confidentiality
FacilityPrivacy 5 4 3 2 1
Keepingmypersonalinformationprivate 5 4 3 2 1
Overall
Likelihoodofreferringyourfriendsandrelativestous: 5 4 3 2 1
HowsatisfiedwereyouwithyourexperienceatUCC 5 4 3 2 1Doyouconsiderthiscenteryourregularsourceofcare? Yes_____ No_____WhatdoyoulikeBESTaboutourUrgentCareCenter?__________________________________________________________________________________________
__________________________________________________________________________________________
WhatdoyoulikeLEASTaboutourUrgentCareCenter?__________________________________________________________________________________________
__________________________________________________________________________________________
Suggestionforimprovement?
__________________________________________________________________________________________
__________________________________________________________________________________________
ThankyousomuchforcompletingourSurvey!
Patient Satisfaction Survey, Supported by funds from the Bureau of Primary Health Care
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