Show:
Cat 3.1 (VOC)
Cat 3.2 (Customer Engagement)
Cat 4.1 (Measurement, Analysis, Improvement of Org Performance)
Cat 4.2 Knowledge Management, Information & IT
The Social Network
100
We listen to our customers using a blended approach throughout all stages of engagement (Before, During & After)
What is our Cycle of Engagement?
100
Be proactive - Anticipate needs, never pass by anyone who appears in need of assistance, take responsibility for resolving concerns promptly • Communicate Effectively - Always introduce oneself and explain purpose of interaction, use active listening and proper body language, use terms that the patient can understand • Make a connection - Show compassion and caring, address expectations and fears • Support each other - Collaborate as a team to provide a seamless experience
What is an Experience Ambassador?
100
An online tool that shows performance across quality, safety, patient satisfaction, and financial strategies in a chart format.
What is Daily Flash Report?
100
Collect Transfer Share & Implement Assemble & Transfer
What is our Knowledge Management Process?
100
This group of former patient and family members met for the first time in Sept 2014
What is Patient and Family Advisory Council
200
The Advisory Board and MHSL Partnership with iPads is innovative as it changes the way we round on patients
What is iRounding?
200
H-E-B Redi-Clinics are an example of this
How we Building Relationships in our community
200
Monthly Meeting that reviews Org Performance
What is DOR
200
Captures ideas, seeks to inspire and help MHSL innovate
What is i3
200
Negative trends in our satisfaction surveys, concerns identified during rounding (iRound) and feedback from discharge callbacks are key ways of determining dissatisfaction. Departmental leaders adhere to...
What is the Customer Experience Accountability Process (CEAP) - established in 2012
300
Everyday at 7 a.m. and 7 p.m. this promotes teamwork and ensures that key information related to the patient’s plan of care and condition is shared with the patient and oncoming caregiver.
What is Bed Side Shift Report?
300
We leverage MHHS and local community pages to enhance patient and customer engagement.
What is part of our Social Media leveraged by MHHS?
300
Uses a quantifiable method to prioritize effort
What is Priority Payoff Matrix
300
Used to be Bright Ideas Group
What is i3
300
Includes Stage Gate Review
What is the PDM
400
What does RELATE stand for?
What is Reassure, Explain, Listen, Answer, Take action, Express appreciation)
400
Patient Complaints are recorded here
What is MIDAS?
400
Align with Regulations Align with Strategic Objectives Be Meaningful and Actionable Have Sound Comparative Benchmarks (Where Available) Are Ready Collectible and accessible Re portable & Segmented Cogent Owners and Accountability
What are the 8 steps to tracking Performance Metrics
400
Every 5 Years
What is the time we budget for hardware replacement
400
Should be completed by Workgroup and signed off on by Chief
What is the ADLI Checklist?
500
The number that patients can call to find a physician
What is 713-222-Care
500
72 Hours
What is the time a complaint or grievance should be completed by?
500
Boards each department has to measure performance and state trends, issues and news
What are Visibility Boards?
500
Anyone can submit ideas using this
What is your idea signature
500
550 Plus days
What is the last time we had a SSE I/II?