OPE Quarterly Update - Winter 2022 |
|
Happy Holidays! We look forward to working with all of you in 2023.
|
|
Units within the Office of Patient Experience |
|
Recently the Office of Patient Experience celebrated the 13th annual HOPE and JOY awards. This award recognizes faculty, staff, patients and families who go over and beyond to elevate the patient experience.
Individuals and teams from the Adult, Children’s, Women’s and Psychiatric services are nominated by their colleagues for their outstanding work in patient- and family-centered care.
“It is an honor to recognize all of your efforts to improve the experience for our patients and families, whether you’re a nominee, finalist or winner,” said Keith Gran, chief patient experience officer, to welcome the nominees and attendees to the virtual awards ceremony. “Your work is valued and appreciated by your colleagues, and it matters in the lives of our patients.”
Congratulations to the following winners, who were recognized with HOPE and JOY awards last week!
- Aunita Erskine, Revenue Cycle
- Jessica Turnier, M.D., Pediatric Rheumatology
- Weight Navigation Program
- Pediatric Cystic Fibrosis team
- Chris Mosley, patient advisor
- Marcia Kramer, peer mentor
|
|
|
Identifying Opportunities to Enhance Team-Based Care with Systems Data at the University of Michigan |
The Michigan Center for Interprofessional Education (C-IPE) is dedicated to working with health systems and community settings to improve teamwork and as a result, improve people’s health and the well-being of those on the team.
C-IPE recently partnered with Michigan Medicine’s Office of Patient Experience and the Wellness Office to present at the Institute for Healthcare Improvement Forum on their work in this area.
The team performed analyses on 22 ambulatory care units representing a diversity of locations, specialties and team size. They used staff data from the annual employee engagement survey, which contained questions related to teamwork and well-being. Teamwork questions contained two scales: a “Team Index” focused on detailed intra-team dynamics, and a “Team Theme” focused on broader intra-team collaboration. The well-being questions covered six domains: work-home flexibility, psychological safety, professional fulfillment, feeling valued, leadership connection and burnout.
|
|
|
How to support Deaf and Hard of Hearing Patients |
Earlier this year, Interpreter Services conducted a training with Michigan Medicine’s Contact Center staff on how to support Deaf and Hard of Hearing patients during calls.
Calls with Deaf and Hard of Hearing patients sound and feel different. Often the calls can take longer and can have more moments of silence as the interpreter is interpreting for patients. Here are some best practices to remember when connecting with Deaf and Hard of Hearing patients:
- You may experience complete silence or delayed response at the beginning of the call and through the call.
- An interpreter or a service may connect or answer the call.
- Don’t hang up – especially if you don’t get an answer immediately.
|
|
|
|
Accessing Patient Education Materials - Care Guides from your Clinician |
|
As you may be aware, earlier this year the Patient Education Clearinghouse and Care Guides websites were removed due to a security incident. These sites are no longer available in their previous forms.
However, a new website — Care Guides from your Clinician — is available where you can access Michigan Medicine patient education materials, including those materials that were previously housed in the Patient Education Clearinghouse and the Care Guides site.
Materials on this site are intended for use by clinicians, staff members, patients, their families and the general public.
The new Care Guides site is still a work in progress, as the Michigan Medicine Patient Education and Health Literacy (PEHL) team continues to fine-tune the organizational structure of the site, including rebuilding department pages and refining the site’s search capabilities, in partnership with the Department of Communication.
|
|
Star Ratings Launching in February 2023 |
Michigan Medicine believes that patients deserve the ability to make an informed choice when selecting their health care providers. We have also heard feedback from patients who want to know more about their providers.
Starting February 2023, we are including patient experience star ratings and comments on providers’ profile pages on the Find-A-Doctor page.
Where do the star ratings and comments on the provider profiles come from?
Michigan Medicine partners with Press Ganey, a trusted and independent national patient experience survey company that is committed to their mission of improving the quality and delivery of care. Press Ganey sends out surveys on behalf of Michigan Medicine to patients who have visited a provider in the outpatient setting seeking their feedback about the visit. Feedback from these surveys is used on the provider profiles.
How are star ratings calculated?
The patient experience star rating is based on an overall rating to patients’ responses to four survey questions based on a rolling 24 months. The rating for each question and the average of the questions will post on the provider profile page. These questions are:
- The provider knew important information about medical history
- The provider explained in a way you could understand
- The provider listened carefully to you
- The provider showed respect for what you said
Currently star ratings are only posted for faculty providers. These providers must have 30 or more returned surveys within a rolling 24 months to have the results posted on their profile page.
|
|
|
Working to improve the "Experience" BASE goals. |
In FY 23, Office of Patient Experience (OPE) embarked on a journey to meet our BASE goals for the “E” for Experience to improve our overall rating of care in our patient experience surveys. The goal is to achieve top quartile (above 75th %tile) for “willingness to recommend or overall rating of care” in 45% of U-M Health clinics and units. The key drivers (biggest areas of opportunity) for these areas cover a broad range of topics including courtesy and respect, care provider, communication and teamwork.
OPE kicked off the work in select clinics who are just below the top quartile threshold. We developed a strategic plan to meet with leaders in the clinics and units and identify one to two foundational patient experience elements that would help each clinic/unit reach the top quartile. The foundational patient experience elements include daily huddles, behavior standards, leader rounding, bedside shift report and hourly rounding.
At the end of FY22, 43% of clinics were in the top quartile. In the short few months, U-M Health currently has 46% of the clinics and units in the top quartile. We will continue this work and sustain the progress we have made so far.
Thank you to all the leadership and staff in our clinics and units for their open collaboration with the Office of Patient Experience. We are appreciate your teamwork as we continue to improve our patient and family experiences. We are better together!
|
|
|
Tony Denton, Senior Vice President and Chief Operating Officer |
|
I believe in patient and family-centered care, with focused and primary attention on the needs of patients and their families while in our care. This model is important to developing trust relationships where we focus on the important team attributes of compassion, empathy, respect and responsiveness to the values and needs of each individual patient and appreciation for the needs and value of family members who provide support.
It is really important that our human qualities (our values) provide the framework for inspiring trust and confidence towards meaningful relationships, where we share a health diagnosis, treatment and healing experience with our patients and families, together. When we can provide this level of service on a daily basis, we are delivering an ideal patient and family experience that binds us together as a community where relationships are lasting.
|
|
Words of Gratitude from Patients and Families |
Area: UH 5A
Comment: The ICU nurses are incredibly professional. They were my advocate since I had multiple specialties caring for me. They were on top of their game, and I was highly impressed , and I felt I was under excellent care.
Area: 11W
Comment: Nurses were great, Cardio Team was great. Dr. Norris came to visit us during our stay to check on Smith, as we would be following up with him outpatient. Scarlett the fellow is very knowledgeable. Child life was great and provided a lot of educational things for our older children when they came to visit, so they could understand what was going on with their baby brother.
Area: PT-BRL Physical Therapy
Comment: Toni was incredible. A wealth of knowledge and ability to interconnect various findings on exam with interacting medical conditions. He explained things to me in a way I could understand and communicate and answered all of my very complex questions thoughtfully and easily. I hope he is being recognized for his work.
|
|
|
|
Patient Perspective: Vanessa's Story |
With experience as a nurse and caregiver at Michigan medicine, Vanessa has a unique perspective on providing high-quality and safe patient care. Not only does she practice this in her job, but she also saw it firsthand when her daughter, Maria, was placed in the care of Michigan Medicine doctors after being diagnosed with a rare form of cancer. Vanessa wants you to know that from the parking garage all the way until discharge, every part of patient care matters.
|
|
|
Working with Patient and Family Advisors |
|
Patient and family advisors are individuals who have experienced the care at Michigan Medicine as a patient and/or family member. They want to share their experiences, positive and negative, to help us improve the safety, quality, and experience of care in our system. Advisors share their stories, experiences, opinions, and perspectives to help champion initiatives that create more patient-centered programs, operations, services, and research.
Our advisors range in age from teens to seniors, and each has a unique perspective and expertise that helps us continue to improve the care and experience for all patients and families at Michigan Medicine. Learn more on our PX Resource Hub.
How do I get advisors involved in my project/initiative/committee?
You can submit the initial details of your request through our online Advisor Request Form. Once you have submitted the form, a member of our Patient Engagement team will be in touch about the next steps. Have additional questions, or want to refer a patient or family member to become a part of the program? Email patient-experience@med.umich.edu!
|
|
Michigan Medicine - Office of Patient Experience
|
|
|
|
|
|
|
