PowerPoint Presentation

[Virtual Presenter] Thank you for joining us for the patient experience and customer service portion of your New Hire Orientation. Welcome to the Westside Family!.

[Virtual Presenter] Here at westside family healthcare, we are committed to serving our communities. Our vision is to achieve health equity for all. Our mission is to improve the health of our communities by providing equal access to quality healthcare, regardless of ability to pay. Our core values are to lead with compassion, serve with humility, be exceptional, and empower all people..

[Virtual Presenter] The objectives for this video are: 1. Understand the essence and significance of our tagline "We Treat You Well." 2. Explore strategies to emphasize and implement our tagline through six key dimensions of patient experience. 3. Learn about our approach, "VIEW," and witness its application in real-world scenarios. 4. Gain insight into the process of gathering, sharing, and monitoring patient feedback for continuous improvement. 5. Provide available resources aimed at enhancing patient experience and customer service, both for employees and patients..

[Virtual Presenter] If you look at the lower right hand corner of this slide, in small letters, it says “We treat you well”, remember that because you're not only going to see it a but you will be expected to breathe it, live it, practice it with every patient encounter. And not only patients, but also with your fellow team members, but for this presentation we will focus on what is expected of you as you assist our patients..

[Virtual Presenter] How do we take that tagline of “WE Treat you well and make it more than A tagline. The term we treat you well applies to many different aspects of our job it is not just the face-to-face interaction with our patients there are so many other different elements that we will touch on these today.

[Virtual Presenter] There are six different elements that we're looking at from the patient experience and what we expect. We expect our care to be safe which kind of goes without saying hopefully but it's good to say it every once in a while. We want it to be safe not only are we dispensing the right medications in the right amounts for the right duration, but have we avoided trip and fall hazards, have we provided safe the lighting for access to your car at night. And you know when I think of that we treat you well and the patient experience a lot of this is actually applies to employees as well because we want our employees to be safe. We want our care to be effective. No one wants to come back to the medical office two or three times for the same issue, we want to be very effective. We want it to be patient centered. Now the patient can be an active participant not just a spectator; they can set goals for themselves or provide input on the medications they may be prescribed. This concept of being patient centered is relatively new 5 to 10 years. We want it to be timely and that's not just calling today get an appointment today. but come in this morning and be seen within a reasonably close time to your appointment time, but are the incoming calls being answered in a timely manner, there are several aspects of the care that we provide that require us to be timely. We want to be efficient, obviously efficiency is better, if we can see patients efficiently that typically affects our operating costs so that's a good thing. And we want to be equitable and the way that we look at it is the person who comes in the door as a patient is a patient, we treat them all the same. To provide equitable care We have to care about what our patients look like or what language they speak, for example. And why is this important? It’s important because those are clues that will help us be more culturally aware when we are dealing with them. We are not going to use these characteristics and say we are not going to do something for somebody because of the language they speak, or because they are of a different culture..

[Virtual Presenter] Another element is our VIEW. This acronym is for value included exceed and welcome. We value our patients by treating them with courtesy and respect (that’s the “we treat you well tagline) We include the patients in their care decisions (this is the “patient centered element we talked about) We will do everything we can to exceed their expectations. (Remember the timely and efficient ones?) We welcome all patients and thank them for their business..

[Virtual Presenter] So far we have talked about the VIEW, but what does it look like in action? Greet every patient Inform how many patients are ahead Announce provider’s name when calling from waiting room Introduce self to patient, with title, and explanation Thank for their business Use the “No Passing Zone” to acknowledge and offer help Keep facilities clean and equipment in good condition Answer phones and improve communication systems Provide culturally competent care, in the patient’s language Assist with the social determinants of health So now that we have been applying the view, how do we know if it’s effective? or if we need to improve on certain ones, or which ones we are doing really well on (we do celebrate those by submitting impressions on Paylocity or nominations for employee of the month to name a few..

[Virtual Presenter] We rely on what our patients have to say about our services to always find ways to improve the way we deliver care. We collect feedback from, patients through: Email surveys In-office comments Phone Website email Social Media We use a third party company called SullivanLuallin Group to text and email the patient satisfaction surveys to our patients after their appointments. SullivanLuallin provides us with the results via reports, it alerts us when a patient is requesting to be contacted, and it captures any comments our patients may want to share with us..

[Virtual Presenter] How do YOU get to see the results? We post the results on the intranet for everyone to see. You could also hear about it when we submit a Paylocity impression because your name was mentioned for going above and beyond. What are we doing right, so we can continue doing it. When improvement opportunities are discovered, they are shared at site quality improvement meetings for the teams to brainstorm and discuss how we can turn an opportunity into a success. The Patient Experience survey results is a tool that is also used by the Organization’s leadership and the Board of Directors for strategic planning purposes..

[Virtual Presenter] So if we expect you and all of us really to provide our patients with excellent customer service, we must also provide you with the resources needed to do so. Your first resource will always be your manager, then the Associate Director of Site Operations, Director of Operations, and the Chief Operating Officer are available as additional resources. We also have a wealth of information on our intranet, in addition to the annual trainings via Healthstream. Patients may ask you how they can submit a comment, compliment or complaint. You can direct them to speak to the office manager, provide the comment line telephone number where they can leave a message for someone from our Leadership team to contact them, and there are also patient complaint forms at every site. You or the patient may ask the front desk team for one, and lastly, we have a section on our website for anyone to contact us. These messages get turned into emails and get sent to the appropriate person to be addressed..

[Virtual Presenter] We reached the end of this presentation. We hope to see everyone practicing these so again, welcome aboard and I look forward to meeting you all in person. Have a great day!.