New Hire Orientation Service Excellence Excellence Patient and

New Hire Orientation

Service Excellence, Excellence Patient- and Family-Centered Care & You

Exceptional Standard of Service • Service Excellence • Patient- and Family- Centered Care

Approachability and Appearance

Service Excellence • Who Do You Serve? • Remember, everyone Is Important! • Treat them as if they are your only customer! Consistency Across the Enterprise Every Person…Every Time

Four Standards of Service • GREET customers promptly and courteously • AIDET • LISTEN and verify your understanding of the customer’s needs • HELP customer’s with your answers and actions • HONOR your commitments in a timely manner • Under-promise, Over-deliver Under Over

Five AIDET Fundamentals of Patient Communication A 5 cknowledge I ntroduce D E T uration xplanation hank You

Acknowledge Ø Ø Ø Make Eye Contact Smile 10/5 rule Address person by name Make them feel important

Introduce Ø Ø Ø Warm Welcome Name Title and department What role will you play Be personable

Introduce – Manage Up As a professional, you know so much about your patient/student: – their name – title – credentials – how long at the institution – etc.

Duration Ø How long will it take? Ø Provide regular updates so person knows he/she has not been forgotten “It should only take me about 15 minutes to register you. ” “Dr. Jones had an emergency and wanted you to know that it may be about 30 minutes before he can see you. Do you mind waiting or do you want to schedule another appointment? “Your Doctor should have your test results back this afternoon”.

Explain Ø Ø Explain in ways that it can be understood Explain who will be involved in procedures Explain possible side effects Offer answers to any questions

Thank You Ø Thank you for trusting Augusta University Ø Any other assistance needed? Ø Follow up Share your appreciation for the privilege of caring for your customers. Thank the customer for choosing Augusta University for their needs. “Thank you for entrusting us with the care of your mother. We really enjoyed taking care of her”. “Thank you for “It has been a pleasure allowing me to taking care of you”. care for you. “Please let me know Is there anything else if you have any I can do for you? further questions”. I have the time. ”

Things we want to hear from our customers…

The Extra Mile… Is the difference between Customer Service and Service Excellence

Engaging an Enterprise in the Patient- and Family-Centered Care Philosophy

Perception

Patient- and Family-Centered Care Institute for Family-Centered Care Patient- and family-centered care is an approach to the planning, delivery, and evaluation of health care that is grounded in mutually beneficial partnerships among health care providers, patients, and families. It redefines the relationships in health care.

Principles of Patient- and Family-Centered Care Respect & Dignity 4 Information Sharing Collaboration Participation

Patient- and Family-Centered Care

Partner With Patients, Families and Students… …at the Institutional Level …at the Program Level …at the Care Level

Consumer Assessment of Healthcare Providers & Systems (CAHPS)

CAHPS Family of Surveys • Hospital Consumer Assessment of Healthcare Providers & Systems (HCAHPS) • Clinician & Group Consumer Assessment of Healthcare Providers &Systems (CG-CAHPS) • Pediatric - Hospital Consumer Assessment of Healthcare Providers & Systems (P-CAHPS) • Emergency Depart. Consumer Assessment of Healthcare & Providers Systems (ED-CAHPS) • Outpatient Ambulatory Surgery Assessment of Healthcare Providers & Systems (OAS-CAHPS)

Importance of CAHPS Measures our patients’ perception of the consistency with which we met their needs/expectations Enhance public accountability and transparency It identifies areas of care that are important to patients and families Provides important information on how to improve our processes Should impact pride and loyalty of employees and physicians in the workplace

• • Standardize administration Age • Insurance • Domains • Categories • Inpatient • Exclude • Nursing Communication • Doctor Communication • Responsiveness of Hospital Staff • Pain Management • Medicines • Discharge • Cleanliness/Quietness of Area Around Room • Overall Rating of Hospital/Willingness to Recommend

What’s at Risk? • Initial financial impact: • Risk losing 1% of Medicare revenue (FY 2013); Increasing by 0. 25% per year until 2% in 2017– Right now 1. 75% © 2011 University Health System Consortium Vermoch_HCAHPSfindings. ppt 10

If We Could See Inside Others’ Hearts… https: //www. youtube. com/watch? v=Xytn 4 fuxok 4

Contact Information: Division of Patient- and Family. Centered Care pfcc@augusta. edu 706 -721 -PFCC (7322)

Service Excellence Jennie Brantley jbrantley@augusta. ed u 706 -721 -1762 Kimberly Hayes kihayes@augusta. ed u 706 -721 -3196 Contact Us… Workforce Development Website http: //www. augusta. edu/hr/training/ Workforce Learn Online http: //www. train. augusta. edu