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Innovating the Patient Experience Elevating the Human Experience In Innovating the Patient Experience The Beryl Institute’s 2020 Innovation Award Winners December 1, 2020 Elevating the Human Experience in Healthcare The global community of practice committed to elevating the human experience in healthcare. We believe human experience is grounded in experiences of patients & families, those who work in healthcare and the communities they serve. www.theberylinstitute.org www.theberylinstitute.org Our Facilitator Tiffany Christensen, CPXP Vice President, Experience Innovation The Beryl Institute Twitter: @sickgirlspeaks www.theberylinstitute.org Experience Framework www.theberylinstitute.org 7 The Beryl Institute's PX Innovation Awards provide a platform for sharing and celebrating some of the great work being done across the globe to improve the human experience in healthcare. Submissions open December 2, 2020 through January 14, 2021. For more information visit: https://www.theberylinstitute.org/PXInnovationAwards www.theberylinstitute.org Innovation Awards 2020: Celebrating Creativity and Ingenuity in Improving PX This white paper recognizes three institutions as award recipients selected from submissions to the Institute’s second annual Patient Experience Innovation Award program. The awards provide a platform for sharing and celebrating new ideas from across the globe to improve patient experience. With discoveries and opportunities transferrable to many healthcare settings, the paper also shares other innovative submissions explored through The Beryl Institute’s Experience Framework. This includes eight strategic lenses through which organizations can address experience improvement and excellence. Access to white papers is included in membership: https://www.theberylinstitute.org/store/viewproduct.aspx?id=17171541& utm_source=newsletter&utm_medium=email&utm_content=Download%20N ow&utm_campaign=IA%20White%20Paper%2010.1.20%20Members www.theberylinstitute.org Our Speakers Organizational Innovation Award Nicole L. Cable, CPXP, Chief Experience Officer, InnovaCare Health and Orlando González-Rivera, President, MMM Healthcare Innovative Healthcare Professional Award Julie Kennedy Oehlert, DNP, RN, Chief Experience Officer, Vidant Health Innovative Patient/Family Advisor Award Corey Kimpson, BA, Patient & Family Advisory Council Member, Community Ambassador (Covid), Cambridge Memorial Hospital and Liane Barefoot, MAL, Director Patient Experience, Quality & Risk, Cambridge Memorial Hospital www.theberylinstitute.org Organizational Innovation Award Awarded to a healthcare organization dedicated to innovations that improve the human experience in healthcare InnovaCare Health Learn more at www.theberylinstitute.org/page/PXInnovationAwards INNOVACARE HEALTH: Office of Human Experience Organization Overview • Based in White Plains, N.Y. • Manages more than 600,000 • Integrated family of companies lives, including more than on the forefront of value- 150,000 dual-eligible based care beneficiaries • Health plans • Medical service organizations • Clinical networks and more The Situation The Problem: The Solution: Puerto Rico faces unique InnovaCare Health, led by challenges, including a disproportionately high subsidiary MMM Healthcare, percentage of seniors (21% launched a triad of innovative are age 65+), poor programs that are positively infrastructure, provider impacting the health of their shortages, hurricane senior population. damage and decades of population decline. Innovative Models Helps seniors stay physically, mentally and emotionally well by providing safe community spaces for members to gather. Hospital units dedicated to providing a concierge-like hospital experience to members. Complex care management for chronic illnesses with interdisciplinary teams providing coordinated, holistic services in one location. Outcomes Data Utilization Satisfaction Specialized Clinics • Between 2016 and • Patient satisfaction was 99% in • These specialized clinics 2018, the number of both 2018 and 2019. have provided services to 11,850 members since the admits per thousand • Overall membership retention program opened in 2017. dropped from 184 to increased from 93.7% to 98.7%, This program is seeing among members who used the 175 and the 30-day great success as the Unidad Dorado program. readmission rate fell number of members using by 18%. • Comparing data from 2018 to this program has grown by • Average length of 2019, post discharge medication 50% since 2018. adherence increased by 282.4% stay fell by 12%, • 99.63% of members say and compliance with PCP they are “Happy” with going from 5.8 days follow-up appointments has their experience at a to 5.1 days. increased by 520%. VitaCare clinic. Presenters Nicole Cable, CPXP • [email protected] • 201-969-2300 • linkedin.com/in/nicolelcable Orlando González-Rivera, Esq. • [email protected] • 201-969-2300 Individual Healthcare Professional Award Awarded to a healthcare professional who created or led an innovation, which resulted in positive change Julie Kennedy Oehlert, DNP, RN Chief Experience Officer, Vidant Health Learn more at www.theberylinstitute.org/page/PXInnovationAwards VIDANT HEALTH ‘BIG E’ Strategy “How we experience each other is how patients experience us.” Julie Kennedy Oehlert, DNP RN Chief Experience Officer We are Vidant Health A Holistic Model for Change Redefine culture based on how relationships Quality Organization are structured & Safety Development Agree team experience is the foundational Human Marketing & Resources metric to achieve all other metrics Comm Experience Redesign of leadership framework, leader training, and development and a holistic improvement model *This is Vidant Health disruption wheel, with all areas of responsibility for Big E noted! The Holistic Voyage Quality + Experience + Organizational Development • Reviewed integrated data at unit / site level • Team engagement • Patient experience • Safety and Quality • AHRQ (2 questions) • Turn over • Identified 50 units to join a year long Holistic Voyage to Excellence • Offerings and plans placed in Learn Center Holistic Team Engagement Offerings Participation and Results “About Empathy Leadership Me” Salon CORE 4,926 Crucial 3,806 Gratitude 497 RCA Communication Salon Course Essentials Conversations Safety Leader 1,814 Equity & 124 1,943 361 Inclusion Camp Connection Salon Intrinsic 192 695 Living a 651 Motivation Culture of World Cafe Engagement Stay 1,890 Experience Safety 1,804 Strategies Interviews Habits Showcase 354 Cultivating 1,182 327 Hospitality Healthy Dialogue 2,531 161 23,258 Seats filled Many offerings moved to virtual platform ……no one innovates alone! Dr. Julie Kennedy Oehlert DNP RN Chief Experience Officer Vidant Health [email protected] Innovative Patient/Family Advisor Award Awarded to a PFA who led or inspired an innovation which resulted in positive change. Corey Kimpson Patient & Family Advisory Council Member Community Ambassador (Covid) Cambridge Memorial Hospital Learn more at www.theberylinstitute.org/page/PXInnovationAwards Patients as Partners at Cambridge Memorial Hospital Beryl Institute Presentation Corey Kimpson, PFAC Chairperson, Community Ambassador Liane Barefoot, Director Patient Experience, Quality & Risk October 1, 2020 Patient and Family Advisory Council 145 est. beds 2014 Physicians/ 300 Professional Staff 1100 Employees 450 Volunteers Population of Cambridge & North Dumfries 140,000 52,000 14,526 1400 Located 1 hour west of Toronto, ON ED Visits Annually Surgeries Annually Births Annually Patients as Partners Bedside Department Boardroom Standardized Peds/OBS – nurse + MD Open visiting hours – first in whiteboards in all rooms round daily at bedside region ICU – 3 wishes program Food Services – test potential PFAC development of new menu items with current Patient Handbook inpatients Patients on all Leadership ICU – policy change to support role interviews family presence during Patient co-chaired Strategic resuscitation Plan Steering Committee Our Obstetrics Journey Fall 2016 Winter 2017 Spring 2017 • PFAC starts asking/inquiring • CEO Report to Board about OBS as a result of social • Information gathering – community identifies uncomplicated partners, patients, staff media feedback & community births leaving region chatter • Developed themes of feedback Spring 2017 to Winter 2019 January 2020 Present • Enhanced education for Nursing staff • New state of the art wing (Crucial Conversations training, 20+ opens • “Would you recommend?” hours breastfeeding education) • Larger facilities, all private 40% increase! • Community linkages with Breastfeeding rooms • Significant enhancement of Buddies Peer Support Program unsolicited social media • Increased breastfeeding support (part- feedback time Lactation Consultant hired) • Expansion of care in Nursery (CPAP, continuous feeds) Lessons Learned Straightforward vs. disjointed path to get there Big Ears Heart + Brain Together Liane Barefoot Corey Kimpson Director Patient Experience, PFAC Chairperson, Quality & Risk Community Ambassador Telephone: 519-621-2333 ext. 1229 Telephone: 519-621-2333 ext. 3349 Email: [email protected] Email: [email protected] 700 Coronation Blvd, Cambridge, ON N1R 3G2 Corey Kimpson, BA Liane Barefoot, MAL Nicole L. Cable, CPXP Orlando González-Rivera Julie Kennedy Oehlert, DNP, RN Patient & Family Advisory Director Patient Experience, Chief Experience Officer President Chief Experience Officer Council Member, Quality & Risk InnovaCare Health MMM Healthcare Vidant Health Community Ambassador Cambridge Memorial Cambridge Memorial Hospital Hospital www.theberylinstitute.org 32 ThankThank you you for for participating!participating www.theberylinstitute.org.
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