Dennis Heck's Blog

Improving The Patient Experience from the Unit Level

dheck — Mon, 08 Mar 2010 23:10:46 +0000

I see alot of angst from well-meaning Administrators who, in a rush to ‘get their scores up’, sometimes miss the solution that’s usually staring them right between the eyes.

Most hospitals subscribe to a first-rate survey vendor who provides a prioritized list of ‘action items’ that, if improved, will have the greatest potential to improve their HCAHPS results.

Some survey vendors provide this data at a unit level, which is very, very helpful.

The challenge, from a performance improvement perspective, is actioning the data: figuring out what’s needed and the plan to implement a corrective action plan so that by the time the next survey rolls around, we see progress.

Hospitals that make little or no progress with their surveyed HCAHPS or patient satisfaction results do so not because of lack of will or ability, but lack of priority and focus…the survey vendor’s reports are so good that sometimes it’s difficult to come up with a strategy to action one or two items to effectively move the needle.

That’s why I really like CLS’s Bellwether system…it brings prioritization and focus (coordinated with your survey vendor’s priority suggestions), but unlike a survey, it brings the discipline of a true performance improvement tool to the arsenal of Administrators.

In doing so, it enables daily improvement. It focuses unit-level improvement and measurement on one or two high priority items – until those performance issues are effectively eradicated. Then, following the Bellwether discipline, you move on to the next high priority item.

The process is deft, in that it involves frontline staff involvement in understanding and solving the problem. It engages every stakeholder to assure root-cause eradication.

Kinda simple, huh?

If this sounds like TQM, it’s because elements of it are straight from the TQM book. Root-cause eradication to improve the patient experience at a unit level.

CLS’s Bellwether system…check it out. http://www.customlearning.com/bellwether

Dennis Heck, FACHE

Vice President

Custom Learning Systems

Implement a Service Improvement Plan

dheck — Tue, 12 May 2009 16:35:58 +0000

Research has consistently shown that the deliverers of service are the crucial link between resolving a complaint on the spot and the customer’s intention to repurchase (or return, in the case of a Hospital). The key learning is that a five percent increase in customer retention can raise profitability by 25 to 85%.

One reason why implementing a Service Improvement Plan is a good idea are:
1. Poor service drives off customers, and reduces profit.

A successful service improvement plan will help build hospital loyalty and increase patient satisfaction, one transaction at a time, by fully engaged, well-trained frontline associates.

HCAHPS and VBP Tool

dheck — Wed, 01 Oct 2008 18:04:22 +0000

My friends over at CLS tell me that their HCAHPS management tool will be unveiled/debuted/announced at the Healthcare Service Excellence Conference, Nov 5-7 2008, in Louisville.

From what I know (and I’ve been sworn to secrecy), it’s worth the trip to Louisville.

…I suspect you’ll be hearing more about this (and CLS) in the months ahead.

The link to the conference is http://www.healthcareserviceexcellence.com .

Developing a Comprehensive HCAHPS and VBP Strategy

dheck — Wed, 17 Sep 2008 16:41:39 +0000

Most hospitals have a strategy around managing HCAHPS scores.

The gap between ‘good’ and ‘great’ seems to be the degree to which the senior team is able to be proactively engaged in the process. Are priorities set? What are the consequences of failure? What are the VBP-consequences of not reaching and sustaining HCAHPS targets? Is it better to maintain or improve?

The degree to which these and other issues are integrated into a comprehensive HCAHPS and VBP strategy will to a large degree, determine its success.

So, where do you start?

CMS has published volumes of data on the subject as we all know, much of it available through their various sites.
Speak with your survey vendor, as they’ll have excellent intelligence and insight to help you along.
Connect with your state hospital association for resources
Scour the web…my friend Brian Lee at Custom Learning Systems is offering a Value-Based Purchasing calculator tool to get you started
Develop your own/system tool

…the point I want to leave you with today is: get it done. Take the time to develop a strategy around VBP (not just the patient experience measures!), because cash will be on the table in the not-too-distant future.

Best,

Dennis.

Bold goals, decisive action.

dheck — Wed, 27 Aug 2008 18:25:14 +0000

In my experience as both a hospital CEO and survey company executive, I have experienced and seen the direct link between accountability and success.

It’s a concept that is so fundamental to our training as managers, that it often gets lost in the ‘busy-ness’ of our daily lives as specialist-managers.

And that’s a shame, because ownership is the precursor of accountability; and accountability breeds action, which always produces results.

So, my advice is: affect short term change in your scores…before it’s too late, and disappointing HCAHPS scores give way to disastrous VBP results.

I urge you to bring your internal accountability systems to bear…make them work for you now:

Engage your team before you’re in a desperate situation
Consider the long term, and not just the ‘band-aid’ of the short-term
Hire a coach to make sure you stay on track, and that your results are delivered

The HCAHPS Leadership Development Intensive

dheck — Thu, 15 May 2008 17:57:12 +0000

May 20, 2008, 1:00pm CDT – The HCAHPS Leadership Development Intensive is designed specifically to help hospitals drive their HCAHPS scores, and position themselves for maximum P4P results.

The HCAHPS LDI presents a customized road-map to HCAHPS success (both short and long-term). Through an audio conference and two coaching sessions, hospital leadership will be equipped to aggressively and effectively:

· Manage the perception of HCAHPS both internally and within the community

· Develop strategies to improve HCAHPS scores over the short term

· Sustain high scores through a disciplined process of goal mastery and accountability

· Engage front line associates to consistently deliver excellent patient service

· Manage patient perceptions

Service Excellence in Small and Rural Hospitals

dheck — Thu, 15 May 2008 17:53:57 +0000

As HCAHPS begins to transform even small and rural hospitals, the need to report excellent scores has never been more important.

Until now, a comprehensive service excellence process has been beyond the reach of many small and critical access hospitals. My friend Brian Lee, CEO of Custom Learning Systems, will be presenting a compelling case study of not only why this is no longer the case, but why it’s time to act on your service excellence ambition…now!

The teleconference will take place Tuesday, June 10, 2008 2:00 PM – 3:00 PM CDT (the cost is $49).

This session will be ideal for CEOs, Trustees, COOs, CNOs, and HR leaders.

Click here to register!