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Patient and Family Experience

Patient and Family Experience: Data / Intelligence

Welcome to the Experience Intelligence & Data section. At UCSF, we are committed to hearing what our patients and families say about their interactions and experiences with our health system. We hear them in many ways.

The data we collect and analyze give us better insight and intelligence regarding where we are and where we need to be in order to create exceptional experiences for our patients and their families. This section focuses on data & intelligence that come from these various patient voice sources.

Patient Experience Surveying

UCSF Medical Center has surveyed patients for nearly 30 years. In fact, UCSF was one of the first medical centers in the country to conduct patient experience surveys. We commission a national survey firm, Press Ganey Associates Inc., to survey our patients. 

UCSF surveys its patients in most units, clinics and treatment areas that they visit.

Example Surveys

Below are samples of the surveys we send to our patients:

Starting the Survey Process

Most UCSF units, practices and services are already being surveyed. However, for new or relocated services, check with our Experience Intelligence team to see if surveying needs to be initiated.

For Ambulatory Services: Complete this form when adding a new practice or when an existing practice has a new Apex Dep Code.

Reference Materials about Patient Survey Methodology, Statistics and Communication Guidelines

Finding Patient Survey Results

In May 2015, UCSF Health Experience launched ExperienceDash, a self-service UCSF dashboard that contains the CAHPS and Press Ganey patient experience survey results for five patient survey areas: Inpatient Adult & Peds, ED & Screening and Acute Care, Outpatient, and Outpatient Perioperative. Survey results can be viewed by unit, practice, service & provider for selected time periods. Survey results from the Ancillary and Behavioral Health Surveys are not yet available in ExperienceDash and need to be viewed in Press Ganey’s On-Line Reporting Tool.

Access ExperienceDash

No logins are needed. Internet Explorer is recommended.

Find out More about ExperienceDash

Access Press Ganey Online Reporting Tool

Ancillary Services and Behavioral Health need to go into the Press Ganey On-Line Site (Improvement Portal) to view survey results. This site requires a login and password. For assistance, please contact Ken Fong, Experience Intelligence Manager ([email protected])

Press Ganey Improvement Portal

How to Review Patient Comments

Reports showing comments that patients return with their surveys are available every month. For each month, there are two types of reports. One sorts comments according to unit, practice, or service, and another that sorts comments by section of the survey (e.g., registration, provider, discharge). The links take you to folders containing these reports.

Tools for Setting Patient Experience Goals

Priority Index Reports

The priority index report is a tool that can help you identify the survey questions that are more likely to move the "Would Recommend" needle if you focused on improvement efforts there. The report uses two factors to determine the order of survey questions you may want to prioritize:

  1. Strength of each question's relationship (correlation) to overall satisfaction with patient experience (similar to "Would Recommend")
  2. Performance of each question based on percentile ranking

Survey questions with the highest correlation & the lowest percentile ranking float to the top of the rankings and may be your biggest opportunity to move the "Would Recommend" needle if you focused on improvement efforts in these areas.

Learn More About the Priority Index

Each link below takes you to a UCSF Box Folder:

Goal Seeker Tool 

We have developed easy-to-use Excel-based tools that tell you the Percentile Ranking of either a given Top Box Score (for CAHPS-based measures) or Mean Score (for Press Ganey-based measures). It can show you the Percentile Ranking if you improved your performance.

These tools have the “reverse” function of telling you what Top Box or Mean Score you would need to reach for a certain Percentile Ranking.

Learn More About The Goal Seeker Tool

The links below take you to folder containing these Goal Seeker Tools specific to a Patient Survey Area. If the area uses CAHPS measures, then you will find two tools.

 

Other Patient Voice Data Sources

Patient and Family Experience: Improvement

Patient Experience A3

The UCSF Health Way is a combination of our Mission, Vision, PRIDE Values, True North Pillars and Strategic Priorities and our Lean Management System. All of these allow us to fulfill our goal of redefining possible for all of our patients. In the last two years we have been going through a transportation based on continuous improvement, introducing new tools and methodology. One of the tools we are now using is called an A3 which allows for thourough problem solving and experimentation of solutions. Below you will see the work we are doing to create an exceptional patient experience for all patients.

Patient and Family Experience A3

Communications Skills Offerings

UCSF Health is committed to an environment of excellence where all employees feel valued and inspired, physicians believe that their patients are receiving the best care available, and patients feel the quality of their care and service is excellent. How we communicate with our patients and each other is vital to a successful experience. UCSF Health Experience offers and supports various communication skill development opportunities throughout the organization to help us achieve excellence:

Caring Behaviors for Staff (coming soon!)

A pilot is currently underway in September 2017 with 8 outpatient clinics focusing on staff interactions with patients and families to create an exceptional patient and family experience. More content will be available in fall 2017. Please direct any inquiries to Susan Pappas. 

Communication Skills for Providers

UCSF Health CECH Center for Enhancement of Communication in Healthcare

    "Enhancing Relationship Centered Communication Skills" is a facilitated learning program where attending and Advanced Health Providers from different clinical backgrounds will come together with skilled communication facilitators to build on existing skills. The foundational 1 day course focuses on enhancing patient provider interactions in a time efficient way. Learning occurs in small groups with ample opportunity to practice new skills in a comfortable setting while addressing common scenarios directed by participants. Coaching, boosters and advanced skills training are also available to learners who have completed the one day foundational session. To register for any offering, please contact Mandy McClain, UCSF Health Experience, at [email protected] or call 415-353-7963 or Diane Sliwka, MD at [email protected]

Service Recovery

UCSF Health Patient Relations offers tools and training on the art of returning a dissatisfied patient or guest to a state of satisfaction after they have perceived a negative service experience.

Service recovery is an organizational philosophy encouraging people to share their perceptions and empowering all staff to address concerns.

UCSF uses the HEART method for service recovery:

H: Hear
E: Empathize
A: Acknowledge & Apologize
R: Respond
T: Thank

Please contact Health Experience for additional information.

AIDET

What is AIDET?

1. Acknowledge the patient. Smile and make eye contact. Call the patient by his or her name.

2. Introduce yourself. Your name, role, and what you’re going to do. Why you’re qualified to do it.

3. Duration of the task at hand. Provide the patient with the length of time expectancy for processes, procedures, waiting, etc.

4. Explanation. Discuss what’s next, what tools you’re using, who’s coming, what you’re doing, and why.

5. Thank the patient. Tell the patient you are appreciative of him or her for choosing UCSF Medical Center

Remember to use AIDET with all our customers: our patients, clinicians, all hospital personnel, and our fellow team members. It is important to smile (even when you are on the phone), introduce yourself, explain in detail, give specific time frames when possible, thank our customer and ask if there is anything else you can do for them.

Face Cards for Providers

You can download information about Face Cards from the Resources list on this page. And by reviewing the following information:

Online Ordering Instructions

Process for Faculty

Process for GME 

Best Practices Resources

UCSF Health offers a module for staff and a model for providers. To register for these offerings please visit Learning and Organizational Development or UC Learning Center. To schedule an in-person training session, please contact Health Experience.

PRIDE Values

Our mission and vision are our guiding principles grounded by our PRIDE Values: Professionalism, Respect, Integrity, Diversity, and Excellence. It starts with Everyday PRIDE – this guide outlines the standards of communication and behavior for every employee, every day.

Patient and Family Advisory Council's (PFAC) 

There are currently 12 active PFAC's at UCSF Health with over 110 advisors. Ways you can access and engage with them include:
  • Attend one of their monthly meetings to get feedback on a topic.
  • Schedule a focus group to discuss a specific topic in detail.
  • Send an email to get quick real-time written feedback.
  • Engage them in improvement work groups or committees.
Please contact Tweedie Gaines to engage with a PFAC.