Intalere Member Best Practice Spotlight – Copper Ridge Surgery Center – Patient Experience Initiative

Issue

In 2016, when CMS announced new ways to measure patient experience, Copper Ridge Surgery Center’s goal was to prepare for the new requirements by taking a close look at each aspect of the patient experience and assess the facility’s readiness to meet those requirements by utilizing people, processes and tools.

Solution

Copper Ridge Surgery Center leadership enlisted staff to help them gain an understanding and awareness of the patient experience. Fictional personas were created: patients with specific conditions, limitations and expectations. Phases of the patient experience were defined and then the clerical and clinical interactions encountered before, during and after their procedure were described. A system map was created that depicts interactions from the patient’s view: the message shared, by which staff member, in what medium and at what moment in time. Having visualized the experience in a system map, Copper Ridge created the Infinity Loop, a graphical representation of all aspects of the patient experience. Finally, new language and tools were designed and tested with staff and patients.

Outcome

The new patient experience (PX) initiative was launched at an all-staff celebration, creating a starting point to improved internal conversations around PX, leading to increased staff engagement and understanding of their roles. New groups were formed, designed to address PX and unlock change from within the organization culture: PX Leadership, PX Champions (for ongoing initiatives), Process Improvement, Training & Orientation. A greater patient experience will ensure continued Medicare reimbursements, which is the primary measure of success. For staff, this will translate into profit sharing and compensation.

About Copper Ridge Surgery Center

Copper Ridge Surgery Center (formerly known as Northwest Michigan Surgery Center) is a 14-year-old free-standing ambulatory surgery center (ASC). The surgery center is a joint venture owned by an ASC physicians group and local hospital Munson Medical Center. Copper Ridge Surgery Center employs 108 FTEs and is one of the busiest ASCs in the U.S., doing more than 21,000 procedures per year.

Check out the project video and view the Copper Ridge Surgery Center page in the 2018 Intalere Best Practices Compendium.

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