Expedition: Putting your Patient Experience Data to Work
Session 1 Chat Log
Kris White:Welcome everyone!
Christopher Donchak:Christopher Donchak, PinnacleHealth System
Maria Garces:USF Health
David Clark:Hello!
Maria Garces:hello
Wendy lewis:hello from UK!
Angela Zambeaux (IHI):Angela Zambeaux, IHI. Hi Everyone!
Jennifer Snyder:Jennifer Snyder, Clinica Family Health, CO
Emilie Masquelier:Emilie Masquelier AZ Delta Belgium
Jim Thomas:Jim Thomas Texas Children's Hospital
Kevin Little:Hello from Kevin Little, IHI Improvement Advisor Madison WI
Teresa Golden:Teresa Golden, Sue McClain, Lisa Leonard from NCH Healthcare, Naples FL
Candice Berryman:Texas Children's
Amanda Griffiths:Hello from Amanda Griffiths at UnitiyPoint Health Trinity
Mark Mendelow:Mark Mendelow, Seattle Children's Hospital
Joyce Keegan:Joyce Keegan, Universal Health Services, Inc
Jill elashkar:Jill, Amy, Anna from North Shore Medical Center
Pamela brewer:Pamela Brewer - Temecula Valley Hospital, Temecula, CA
Cheryl Faulkenberry:W. Monroe La
Eric St-Amand:Eric St-Amand, Canadian Armed Forces Health Services
David Lopez:David Lopez, Maricopa Medical Center, Phoenix, Az
MaaritCristall:Maaritcristall Alberta Health Services, Alberta, Canada
Cynthia Waddington:Cindy Waddington from Christina Care Health System, Delaware
Brandie Manuel:Jefferson Healthcare, Port Townsend, WA
Hope Alexander:Hope Alexander- Pinnacle Health
Phillip Cox:Phillip Cox USF Health
Kate Bones:Kate Bones, Partners HealthCare
Teresa Golden:Want to be able to make some progress with improving our scores
Jennifer Snyder:we have multiple ways of obtaining data but it's difficult to pull it all together and trend. we need suggestions!
Joanne Kinborough Mata:I want to know how we can improve the current data collection and use of it
Joyce Keegan:Just wanted to see what more is out there - what am I missing?
Brandie Manuel:We're always looking at ways to improve the way that we use our data.
Susan Rasmussen:Data plays an integral part of MedRec and ongoing measurement of sites' quality improvement.
Wendy lewis:to understand how to build confidence in using qualitative data
Amanda Griffiths:Not just pull it together, but which to use and which to not use.
Kate Bones:Learn from others who are obtaining patient experience data via EMR (Epic)
Shannan Metzger:How to use and understand the data
Wendy lewis:6.15!
Jennifer Snyder:"our sample size was too low and only people who complain fill out surveys!"
Amanda Griffiths:jennifer, I hear that all the time here too!
Kevin Little:In the U.S. CAHPS is a government driven ptexp survey, reimbursement is increasingly tied to this survey
Kate Bones:lean
Jennifer Snyder:We do PDSA and M4I
Jill elashkar:Virgina Mason, Lean, TPS
Amanda Griffiths:We use a variety of methods, not standard.
Joanne Desjardins:Kathy Quinlan,
Angela Zambeaux (IHI):
Kevin Little:PFAC==patient and family advisor council...RIE==rapid improvement event, typically a 3-5 day focused operations improvement (an "operating and supervising" problem solving approach)
How would you measure "empathy" in the interactions between patients and the care team?
Scott described three features of his surgical experience: surgeon taking time, RN coming out during surgery to update Scott's wife--these are specific features of the surgical process...and then you can observe how reliably these communication steps occur....and getting feedback from patients and families, too!
Kate Bones:Rather than a PFAC, we are thinking about identifying a pool of patients from which we can conduct focused interviews to obtain input on different programs. Does anyone have experience with doing this?
Amanda Griffiths:We have a PFAC which we are trying to get more involved in process changes in our facility.
Angela Zambeaux (IHI):Kate, we're working with a team in the UK who are using a similar process to get ongoing input on their Always Event. They have monthly "pop in and chat" sessions people are invited to attend and provide input when they are able.
Amanda Griffiths:We did implement a PX round on one of our floors and we were able to get a lot of positive comments that could be shared with staff in real time.
Alex Valenzuela:How did you identify patients to include in the focus group? Do these change based on topic? Are these patients incentivized?
Marjorie Nelson:Patients can be included in data collection by culling and analyzing complaint data. There are not barriers with regard to patient family interaction as they are not included in discussion. However, you tend to get just the negative information
Brandie Manuel:We have a PFAC who gets involved in various projects - these have included wayfinding and signage, clinic re-design, charity care, noise at night, and advance directives.
Wendy lewis:we have a panel of Lived Experience Affiliates made up of a diverse group of peoplewith differing health and social care experiences.
Kevin Little:If any of you are using eyes and ears rounding by patient advisors and then feeding the info back to care staff, please connect with me, would like to include this info in session 5-
Maria Garces:who comes up with the agenda items for each meeting? Is it always driven by leadership?
Joanne Kinborough Mata:we have a new role - Patient Advocate - who will be rounding on patients to get feedback
Wendy lewis:we're an improvement org acrossthe north west in UK. Will send some stuff over to you!
Kevin Little:follow up to Wendy--diversity of your patient advisors. Do your patient advisors reflect the demographic mix of your patients??
Kevin Little:In some organizations, the patients who are able to devote time may not reflect the mix of patients served...something to keep in mind, possible to do a small scale test if you are seeking to increase diversity of patients in your pt advisory groups
Wendy lewis:our aim is to have the demographic of the northwest England represented. currently acute, mental health and community care experience. also carers, young people in care and learning disabled.
Kevin Little:thanks Wendy, sounds like a thoughtful approach to diversity.
Wendy lewis:UK has the Friends and Family Test that is government defined
Wendy lewis:could somebody share any info on CAHPS please? would be interested to compare with UK's FFT
Teresa Golden:where would you put external discharge phone calls (e.g. Beryl)?
Amanda Griffiths:Wendy, be happy to share. there is a website: