Delivering an Exceptional Patient Experience
Centers for Medicare and Medicaid Services (CMS)
What is Value Base Care (VBC)
See/Present/Explain/Answer/ Kindness
What is The Speak Model
“Tell me about …. “What do you think”…”How do you feel”….
What is Ask Open- ended Questions
Hear/Empathize/Apologize/Resolve/ Document
What is the H.E.A.R.D Model
Using a scale from 0-10, how likely to recommend VMD Physician/APP to others
What is Net Promoter Score (NPS)
7% contact based/38% vocal/55% non-verbal
What is Type of Communication
Utilize our communication 10/5 rule/ Speak/ Heard models with each other
What is Knowing Our Team
When in doubt, report the incident or situation/Fill out an incident report/ Know your chain of command
What is Best Practice for Reporting
Access to Care/Coordination of Care/Build Relationships /Improve Outcomes
What is The New Way to Well
Do: Always answer with a smile/help address their needs/ Don’t: Turn down ringer/Assume someone else will answer
What is Telephone Expectations
Be self- aware/Question your assumptions/Disrupt your default/ Open up your inner circle
What is Addressing Unconscious Bias
Long wait times/Delay in communication (refills or patient cases)/Drug-seeking patients
What is Difficult Interactions
Get Stuff done/ Build Trust/Innovate
What is Our Values
Look at speaker/Stay Focused/Let Speaker finish/Notice speakers body language
What is Active Listening
Staying Active Antonio/Coach me Carla/Overrun Rita/Caregiver Christine
What is Patient Introduction
Move to a private area/Practice active listening/Respect personal space/Repeat back concerns
What is De-Escalation Strategies
The sum of all interactions, culture, patient perceptions across continuum of care.
What is Patient Experience
Thank you for your patients/ It was a pleasure seeing you today/Thank you for choosing Village Medical.
What is Show Kindness
Social Determinants of Health
What is Knowing Our Patients
Hear/Empathize/Apologize/Resolve/ Document
What is The Heard Model