Copyright © 2011 Customer Focus 1 1 Welcome to: Copyright © 2011 Customer Focus, Inc Presented by New Haven Consulting Group, Inc.

Copyright © 2011 Customer Focus

11

Welcome to:

Copyright © 2011 Customer Focus, Inc

Presented by

New Haven Consulting Group, Inc.


2

Today’s AgendaToday’s Agenda

Review the need for more effective communication

Present the key skill models forCollaborative Healthcare Skill ClinicsCollaborative Healthcare Skill Clinics

Take a few PollsTake a few Polls

Participate in a few activitiesParticipate in a few activities

Q & AQ & A


3

Who Are We?Who Are We?

Full service training firm Leadership HR Compliance Sales & Sales

Management Customer Service

International Facilitator Network

Distributor of Collaborative Healthcare Skill Clinics

Consultants in customer-centric behavior

Exclusively focused on service skills

Subject matter experts in healthcare communication skills


Customer Focus, Inc.


4

Today’s PresentersToday’s Presenters

Tim Shay

Healthcare Account Executive


Rick Milczanowski

Director, Client Services



5

Recent healthcare clientsRecent healthcare clients


6

Customer Focus benchmark clientsCustomer Focus benchmark clients


7

Hospital Issues Driving Skill ClinicsHospital Issues Driving Skill Clinics

1. Medicare’s HCAHPs affecting payments in 2012

2. Growth of accountable, integrated healthcare

3. Need to reduce re-admissions, errors, costs

4. Need to engage patients in their healthcare

5. Need for defensible performance management


8

QuestionQuestion

Which of the five issues is most important to you and/or your organization?

1. HCAHPs affecting payments in 20122. Growth of accountable healthcare3. Need to reduce re-admissions, errors,

costs4. Need to engage patients5. Need for defensible performance

management


9

Hospitals’ Training DilemmaHospitals’ Training Dilemma

Employees cannot easily be taken off-the-job

Learning needs vary among employee groups

Content must be evidence-based to healthcare organizations

Single event training Short-term effect

Manager-only training No standards No employee training


10

Collaborative HealthCare Skill ClinicsCollaborative HealthCare Skill Clinics

One-hour on-site spaced workshops 10 Core + 10 Elective

Proven healthcare service & collaboration skills Matched to Patient

Satisfaction Areas

Delivered by your Leaders as role-models Or by our Facilitators

Organization-wide accountable job standards Changes culture - reinforces

content & skills

For all employees & managers at all levels System-wide improvement

Builds patient-centered collaborative culture Improves Patient

Satisfaction Builds Patient loyalty &

referrals


11

Healthcare CommunicationHealthcare Communication

#1 Predictor of overall HCAHPS scores

#1 Criteria for patients choosing a provider

#1 Factor in $1 billion cost of non-compliance

#1 Reason 50% of prescriptions taken incorrectly

#1 Cause of preventable medical errors

#1 Preventer of malpractice litigation

#1 Cause of re-admissions & preventable costs


12

It’s All In The PercentagesIt’s All In The Percentages

11%

81%

6%

76%

75%

40%

10%

Patients say they reported entire agenda

HPs didn’t listen or interrupted

Patients are asked for ideas & beliefs

Patients don’t ask questions out of fear

Don’t ask views, negotiate, or check acceptance

Patients are able to make an informed choice

Staff keep quiet due to an HP’s intimidation


13

QuestionQuestion

When asked, Healthcare Professionals (HPs) said they take nine minutes to explain to patients. How much did they overestimate?

A. 2 timesB. 5 timesC. 7 timesD. 9 timesE. 12 times


14

The Basis for Skills Clinics ContentThe Basis for Skills Clinics Content

Measures of patient care and satisfaction: HCAHPS: Medicare’s 8 factors Press-Ganey survey items and Loyalty Drivers TJC’s Effective Communication: A Roadmap for

Hospitals Harvard Medical Schools 8 dimensions of care Calgary-Cambridge session guide and skills


15

Core Skill ClinicsCore Skill Clinics

1. Own The Patient’s Experience2. The 4-Ps of Respect3. Align to Build Trust & Confidence4. The KIND Greeting & Manage Expectations5. Ask & Listen to The Patient’s Voice6. Explain & Instruct for Improved Outcomes7. Empathize to Save Time & Build Loyalty8. Delight with GEMs (Go the Extra Mile)9. Resolve Complaints & the BlameFree

Apology10.Say “No” with I-Can


16

Advanced Skill ClinicsAdvanced Skill Clinics

11. Improve Ideas and Build Solutions 12. SpeakUp for Patients and Each Other 13. Improve Others’ Health Behaviors 14. Share Decisions with Patients 15. Value Diversity and Differences 16. Conclude Completely and Follow up 17. Coordinate and Work as a Team 18. Engage Patients in their EMRs 19. Connect with Phone Skills 20. Manage and Respond to E-Mails


17

Skill Clinic ActivitiesSkill Clinic Activities

Interactive, fast-paced, competitive, fun

Unique experiential self-discovery exercises

Team-building healthcare simulations

Varied skill drills and practices

In-depth discussions of local challenges

Take-away standards commitments for accountability


18

TRU NeedsTRU Needs


19

QuestionQuestion

Which action demonstrates respect for the patient?

1. Interrupting with the right answer2. Knocking on the door before you enter3. Telling the patient’s visitors to leave4. Asking if now is a good time to discuss the

patient’s history5. Telling the patient you understand they

are concerned and worried


20

Collaborative HealthCare™ ContinuumCollaborative HealthCare™ Continuum


21

Ask, listen, and respond to:Ask, listen, and respond to:

To serve, collaborative, & engageTo serve, collaborative, & engage


22

The Patient’s VoiceThe Patient’s Voice


23

The Five Master SkillsThe Five Master Skills


24

Clinic Standards Accountability ProcessClinic Standards Accountability Process

Each Clinic’s skills are converted to 6 – 12 standards based on the Clinic skills

HPs commit to standards at end of each Clinic

HPs document how met standards

Managers coach and reward use of standards


25

Skill Clinic LeadersSkill Clinic Leaders

1. If your Leaders conduct Skill Clinics: We provide Leader Certification We provide initial Leader materials

2. If we conduct Clinics: We use our facilitators to conduct

Clinics We schedule Clinic sessions to your

needs


26

Licensing for low cost, great flexibilityLicensing for low cost, great flexibility

Skill Clinics are sold as a License:

You have all the electronic file masters As low as $1 / Clinic / person / year

Full rights to reproduce and customize Use it in other internal programs & materials

Create versions for different groups

Print on-demand at cost only what you need


27

Five Advantages of Skill ClinicsFive Advantages of Skill Clinics

1. One-hour Skill Clinics fit schedules, saves costs

2. Evidence-based service and collaboration skills

3. Enterprise-wide accountable standards

4. License to customize and re-purpose materials

5. Based on the Patient’s VOICE®


28

Next StepsNext Steps

Email Research Paper

Phone Call to Discuss Hospital’s NeedsMeeting to Discuss Implementation of:


29

Contact New Haven Consulting GroupContact New Haven Consulting Group

Phone: 203 926 1526

Email: [email protected]

Web: www.nhcg.com


30

The Patient’s VOICE® ® The Patient’s VOICE® ®

The VOICE globe is a trademark of The VOICE globe is a trademark of Customer Focus, Inc. Customer Focus, Inc.

™

Copyright © 2011 Customer Focus 1 1 Welcome to: Copyright © 2011 Customer Focus, Inc Presented by New Haven Consulting Group, Inc.

Documents

emails slide

healthcare simulations

integrated healthcare

customercentric behavior

employee training slide

hps intimidation slide

interrupted patients

acceptance patients