The Psychology of the Wait
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Do some waits “feel” longer than others? What specific actions can you take to make your patients’ wait times be part of their health care experience and at the same time feel shorter? Join us to understand the Psychology of Wait.
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The Psychology of the Wait
- 1. THE PSYCHOLOGYOF THE WAIT Creating Diplomats For Hope Webinar Series
- 2. Creating Diplomats For Hope Webinar Series HOUSEKEEPING AUDIO is available through your computer speakers or through dial-in. All lines are muted. You can SUBMIT QUESTIONS/COMMENTS at any time. We will address all questions during the Q&A session at the end of today’s presentation. Links to the slides and RECORDING will be made available and sent to all attendees via e-mail.
- 3. Creating Diplomats For Hope Webinar Series ABOUT US WE WORK WITH NATIONALLY-RECOGNIZED INSTITUTIONS: 5 “Honor Roll” institutions 5 out of the top 10 cancer programs 3 out of the top 4 pediatric hospitals 3 out of the top 10 cardiovascular programs NATIONAL BENCHMARKING STUDIES: Patient experience management Marketing practices Physician relations programs International programs Ranked as one of top 50 Healthcare Consulting firms by Modern Healthcare
- 4. Creating Diplomats For Hope Webinar Series CAROL B. PACKARD Senior Advisor, Healthcare Carol Packard has a Ph.D. in organizational development, a master’s degree is in organizational psychology, and 20 years experience working in health care. Carol also has designed and implemented enterprise-wide Service Excellence programs, using patient satisfaction data to drive process improvements.
- 5. Creating Diplomats For Hope Webinar Series JILL F. SECORD Senior Advisor & Strategist, Healthcare Performance Improvement Jill has 38 years of experience as a Registered Nurse with a Master's degree in business and expert skills in leadership, operations, managed care, and nursing education. She has clinical experience in critical care, orthopedics, home care, home infusion, managed care, contracting, provider relations, data analysis, new business development and strategic planning. She is certified in Lean Quality Healthcare and has developed a system to integrate Lean techniques with Patient Experience Mapping and Family Focused Care initiatives. Jill has worked with a variety of healthcare organizations to create departments, streamline current processes, and develop new profitable programs.
- 7. Why We Are Being Forced To Change……
- 8. And Yet…… In the United States: FEWER PHYSICIANS PER PERSON: 2.4 per 1,000 vs OECD average of 3.1. NUMBER OF HOSPITAL BEDS in U.S. was 2.6 per 1,000 population in 2009, lower than the OECD average of 3.4 beds. LIFE EXPECTANCY at birth less than OECD countries average.
- 9. Patient-Centered Health Care Not only improves required HCAHPS patient satisfaction measures, but also IMPROVES CLINICAL OUTCOMES REDUCES COSTS
- 10. The Psychology of Wait (January 20) The Hope Effect (January 27) Empathy & Lean (February 2) Creating Diplomats For Hope Webinar Series
- 11. Does Any Of This Look Familiar?
- 12. But Wait! What happens on the way to actually getting that EXCELLENT CLINICAL CARE?
- 13. As Wait Time Goes Up, Patient Satisfaction Drops
- 14. What If….? We can make the wait time FEEL BETTER?
- 15. Disney Has Mastered The WAIT by starting the fantasy AHEAD of the event… …DURING the wait time.
- 16. In Our Hospitals How can we USE the wait time as part of providing health ? How can we make the wait time FEEL SHORTER & be more PRODUCTIVE ?
- 17. Making Use Of The UNEXPLAINED waits feel longer than EXPLAINED waits PSYCHOLOGY of the WAIT
- 18. Making Use Of The UNFAIR waits feel longer than EQUITABLE waits
- 19. Making Use Of The SOLO waits feel longer than GROUP waits ! UNOCCUPIED time definitely is longer! Do your patients feel trapped ?
- 20. Make the WAIT TIME part of the HEALING and LEARNING process
- 21. TEACH about health issues during the wait
- 22. The MORE I value the service, the LONGER I will wait Don’t let a poorly managed WAIT TIME detract from your excellent clinical service and brand! BUT
- 23. Evidence that music helps LOWER BLOOD PRESSURE & ANXIETY
- 24. Pre- & Post Surgery Lin et al (2011) Music therapy for patients receiving spine surgery, Journal of Clinical Nursing, 20, 960–968
- 25. Evidence also shows that patients are more satisfied with their care when they are given ADEQUATE SPACE to interact with their families. Family members spend more time contributing to patient care In my mother’s hospital room, adding a small work table enabled me to stay longer Make Room For Family Members
- 27. WHERE can you more effectively manage your patient’s wait times? Managing Touchpoints
- 28. Requesting information Symptoms Diagnosis Physician referral or Recommendation Evaluation and selection of healthcare providers Knowledge about your medical center or clinic PRIMARY EXPERIENCE STEWARDS • Referring Physicians • Other Parents • Marketing KEY TOUCHPOINTS Mapping The Patient Experience
- 29. Scheduling Requesting information Symptoms Diagnosis Physician referral or Recommendation Evaluation and selection of healthcare providers Knowledge about your medical center or clinic Choosing and contacting your medical center or clinic Scheduling the visit Resources provided Managing expectations PRIMARY EXPERIENCE STEWARDS • Referring Physicians • Other Parents • Marketing • Front Desk Staff • Call Center KEY TOUCHPOINTS Mapping The Patient Experience
- 30. Scheduling Arrival Requesting information Symptoms Diagnosis Physician referral or Recommendation Evaluation and selection of healthcare providers Knowledge about Choosing and contacting your medical center or clinic Scheduling the visit Resources provided Managing expectations Getting to the facility Checking-in and waiting area Patient and family education PRIMARY EXPERIENCE STEWARDS • Referring Physicians • Other Parents • Marketing • Front Desk Staff • Call Center • Clinical staff • Support Staff KEY TOUCHPOINTS Mapping The Patient Experience
- 31. Scheduling Arrival Treatment Requesting information Symptoms Diagnosis Physician referral or Recommendation Evaluation and selection of healthcare providers Knowledge about Texas Children’s Choosing and contacting Texas Children’s Scheduling the visit Resources provided Managing expectations Interaction with clinical staff Labs and other diagnostics Treatment plan Communication of results Follow-up appointments Getting to the facility Checking-in and waiting area Patient and family education PRIMARY EXPERIENCE STEWARDS • Referring Physicians • Other Parents • Marketing • Front Desk Staff • Call Center • Clinical staff • Support Staff • Faculty/Medical Staff • Support Staff KEY TOUCHPOINTS Mapping The Patient Experience
- 32. Scheduling Arrival Treatment Follow-up Requesting information Symptoms Diagnosis Physician referral or Recommendation Evaluation and selection of healthcare providers Knowledge about your medical center or clinic Choosing and contacting your medical center or clinic Scheduling the visit Resources provided Managing expectations Interaction with clinical staff Labs and other diagnostics Treatment plan Communication of results Follow-up appointments Conclusion of the visit Referrals to specialists Call-backs for assistance Follow-up visits Billing Getting to the facility Checking-in and waiting area Patient and family education PRIMARY EXPERIENCE STEWARDS • Referring Physicians • Other Parents • Marketing • Front Desk Staff • Call Center • Clinical staff • Support Staff • Faculty/Medical Staff • Support Staff • Faculty/Medical Staff • Support Staff KEY TOUCHPOINTS Mapping The Patient Experience
- 33. PATIENT FLOW becomes very important Within The Triple Aim Of Health Care THE IHI TRIPLE AIM Population Health Per Capita CostExperience of Care
- 34. During the third webinar in this series on February 3, we will discuss how to shorten the wait time using six-sigma Lean techniques. Next Tuesday we will explore a related topic, THE HOPE EFFECT. Empathy And Lean:
- 35. Turn these WAIT TIMES into positive TOUCHPOINTS for your patients! TOUCHPOINT
- 37. • Have a representative contact you? • Have a representative come to speak at your organization? • Want more information? Would You Like To:
- 38. 2700 Post Oak Blvd., Suite 1400 Houston, TX 77056 +1 713.877.8130 www.endeavormgmt.com/healthcare Contact Us Carol Packard cpackard@endeavormgmt.com Jill Secord jsecord@endeavormgmt.com
- 39. Thank you for participating! Please join us next week on Tuesday, January 27 at noon