Transforming Culture; Shaping Patient Experience.
HTHU’s Above & Beyond Program was created as a solution to hospitals who know positive patient experiences begin with smiling, helpful, empathetic employees, administrators, and managers. In this new health care environment, Patient Experience can affect a hospital’s bottom line due to increased competition for patients and Medicare reimbursement impacted by value based purchasing. Hospitals can simply not afford to provide less than excellent patient experience. However, how can an already over-extended staff teach patient satisfaction skills?
Above & Beyond reviews and teaches skills that must be developed to help all employees to shape the patient experience, including learning to handle customer complaints and concerns, scripting, and becoming more proactive. The customer service “muscle” may become weak, even for the most experienced and professional employee. It is important that the culture of the entire hospital be consistent.
This program is a combination of live training, hospital management tools, and ongoing Online Courses and hospital-wide assignments that work together to help to shift the culture from “good customer service” to providing a custom Patient Experience that is unique to your hospital and community.
Part 1: Employee/Hospital Evaluation
Hospital Employees may be the best source of knowledge of where service can improve. Using the Above & Beyond program structure and tools, employees have ownership in the program from the very beginning.
Part 2: Online Employee Certification
Our online HCAHPS Hospitals Staff and HCAHPS Physician certification programs will help provide a foundation to better understand the purpose of measuring Patient Satisfaction, and to prepare staff for hands-on training.
Part 3: Live Employee Training
Our live training will emphasize how patient experience (i.e. HCAHPS) affects the reimbursement and ultimately the survival of the hospital. Employees will leave with an understanding of the categories measured by HCAHPS and how to improve these scores. Departments unexposed to the reimbursement cycle will learn how payers are narrowing networks. Additionally, callout issues discovered in the Evaluation period will be discussed and further training provided. To close out the training employees will sign a Commitment to Patient Service.
Part 4: Monthly Education to “Train the Trainer”
To re-emphasize the qualities listed in the Commitment, monthly mini-courses will be made available on HTHU for the team leaders. To compliment the monthly topic, resources will be provided discussing the topic in detail and providing the Experience Leader with resources to continue to reinforce and monitor ongoing patient satisfaction with staff.
|One||What Shapes “The Patient Experience” at our Hospital?|| Hospital Assessment including:
– Patient & Employee Surveys
– Current HCAHPS Score Evaluation
– Secret Shoppers/Observations
Live Training: “The ___________ Experience”
| Live Training Kickoff that incorporate results of initial assessment for an interactive creation of a custom Px Commitment that is unique to your staff, facility and patients:
– Support Materials (Signs)
– Wearable Reminders pins/bracelets)
|Begin “Experience Leader” / Train the Trainer Program|
|Three|| Best Practices: The Patient Experience – Informed
Consumer Choice Course
|Online “Train the Trainer” Course, with interactive tools and coordinating Management Resources (such as reinforcement posters, activities for role-play, & newsletter articles)|
|Four|| Best Practices: Communication with Nurses (Q1,
Q2, Q3) & Communication with Doctors (Q5, Q6,
|Five|| Best Practices: Responsiveness of Hospital Staff
|Six||Best Practices: Pain Management (Q13, Q14)|
|Seven|| Best Practices: Communication about Medicines
|Eight|| Best Practices: Discharge Information (Q19, Q20)
& Care Transition (Q23, Q24, Q25)
|Nine||Best Practices: Individual Measures – Cleanliness of Hospital Environment (Q8) & Quietness of Hospital Environment (Q9)|
|Ten||Best Practices: Becoming a 5 Star Hospital: Overall Hospital Rating (Q21) & Recommend the Hospital (Q22)|
|Eleven||Best Practices: Quality Assurance Planning|
|Twelve||Final Month: Goal-Setting and Planning Meeting|
If you would like pricing for your facility, please contact our team.
If you have questions about the program, please contact:
Director of Business Development