Nrc Health · NASDAQ:NRC
Nrc Health — Q4 2017 Earnings Presentation
25 slides from Nrc Health's earnings presentation, Nov 15, 2017
Slide 1: The Archangel Program
NOVEMBER 15, 2017 The Archangel Program Melissa Holdsworth Director of Patient, Resident and Family Centered Care
Slide 2: Today’s presenter
Today’s presenter Melissa Holdsworth, MBA/MPH Director of Patient, Resident and Family Centered Care Presence Life Connections Optimizes experiences for patients, residents and families at PLC Facilitates leadership development for all skilled nursing facilities, senior living communities and ho
Slide 3: Presence Health: Midwest Catholic-sponsored Healthcare System
Presence Health: Midwest Catholic-sponsored Healthcare System Presence Health provides health care access to 4.5 million+ people with the help of 20,000+ employees and 4,800+ physician partners at more than 150 locations. Acute care hospitals Immediate care centers Long-term acute care hospita
Slide 4: What is Presence Life Connections?
What is Presence Life Connections? A division of Presence Health that provides a peri-acute constellation of care, support and services that enhances lives by connecting the right person to the right service at the right time. Primarily serves older adults Provides management services 30 cam
Slide 5: Agenda
Agenda 1. Overview 2. Results 3. Best Practices 4. Questions
Slide 6: What is the Archangel Program?
Overview What is the Archangel Program? A personalized approach to respond to and address patient and resident needs during their stay at our ministries Provides an opportunity to build trust, increase awareness and allow for leadership and associates to quickly respond to/address patient/reside
Slide 7: Why are we doing this?
Overview Why are we doing this? To encourage real-time feedback from patients and residents and be able to address concerns in the ministry prior to discharge To continuously improve the quality of care patients and residents receive in our ministries with a goal to improve the overall Presence
Slide 8: Archangel
Overview Archangel Each patient/resident is assigned an Archangel once they are admitted into our ministries • An Archangel (angel of high rank) is a member of the ministry’s leadership team (*excluding contract workers) who has assigned patient/resident rooms that he/she is responsible for Arch
Slide 9: Leader Expectations
Overview Leader Expectations All leaders are accountable for patient/resident satisfaction Treat all patients/residents as if they were your family member Round daily (utilize rounding tips sheet) Respond to all patient/resident concerns/requests by triaging to the appropriate person when nece
Slide 10: Rounding
Overview Rounding Ensure all leaders are rounding daily and recording positive/negative feedback in database Ensure all leaders know the “why” (purpose for doing regular rounding) Rounding on the Patient/Resident • Incorporate AIDET in every patient/resident interaction • Manage up care team (
Slide 11: Logistics
Overview Logistics Flyers • Archangel Program • Need to Talk • Manager on Duty Satisfaction Careline • Voicemail: Thank you for calling the Presence Life Connections Satisfaction Careline. We value your feedback. Please leave a detailed message with your name, phone number, ministry location of
Slide 12: Flyer Details: Archangel Program Flyer
Overview Flyer Details Archangel Program Flyer • Update as needed • The flyer is displayed inside each patient/resident room entrance door
Slide 13: Flyer Details: Need to Talk Flyer
Overview Flyer Details Need to Talk Flyer • Update once • The flyer is displayed in the entrance lobby, elevators, dining and activity rooms
Slide 14: Flyer Details: Manager on Duty Flyer
Overview Flyer Details Manager on Duty Flyer • Update daily • The flyer is placed on top of nurse stations
Slide 15: Tracking/Monitoring
Overview Tracking/Monitoring PLC Service Excellence Database is used as central resource to track program’s progress • Feedback is captured in the Leader Rounding category • Recorded by Archangels • Satisfaction Careline Call Logs • Recorded by Director Patient, Resident, Family Centered Care Ar
Slide 16: Tracking/Monitoring
Overview Tracking/Monitoring Room coverage templates are tracked in Excel Feedback is tracked in PLC Service Excellence Database under “Leader Rounding” category (Check Archangel, positive or negative for feedback and list an associate name to recognize if applicable)
Slide 17: Report summary example
Overview Report summary example Sample Archangel Report Summary Total Number of Number of Positive Number of Negative Main Concerns from Ministries Responses Logged Comments Comments Negative Comments Ministry A 40 40 0 Ministry B 105 105 0 Ministry C 49 48 1 Dietary Ministry D 13 13 0 Ministry E 40
Slide 18: Awards
Overview Awards Biannual Awards (held in January and July every year) • Ministry Award o Criteria: Ministry with the highest number of positive feedback entries • Associate Awards o Criteria: Associate with the highest number of positive feedback entries Reward • Certificate of Appreciation • Pi
Slide 19: Communication Plan
Overview Communication Plan Stakeholder Date Vehicle Communicator Message Status Director of Patient, PLC Leadership 2/26/15 Monthly Meeting Resident and Family Announcement of new program Complete Centered Care Administrators/ Director of Patient, 4/1/15 Senior Leaders/ Webinar Resident and Family
Slide 20: Timeline
Overview Timeline Feb/March 2015 April/May 2015 June/July 2015 Aug/Sep 2015 - Program announced at - Program overview and - Program overview and - Program overview 2/26 PLC Leadership launch for SNFs launch for Housing and launch for Home Meeting Care
Slide 21: Results 2015
Results 2015 Achieved 2015 Satisfaction Goal • PLC exceeded the satisfaction goal with 39 units achieving the 75th percentile rank or higher for 2015 13 PLC Ministries received NRC Health Excellence in Action Award for high patient and resident satisfaction • Presence Life Connections Ministries
Slide 22: Results 2016
Results 2016 Achieved 2016 Satisfaction Goal • PLC exceeded the satisfaction goal of 80th percentile rank by achieving the 81st percentile rank for PLC Overall. Over 8300 surveys were completed by patients, residents and families in 2016. 12 PLC Ministries received NRC Health Excellence in Action Aw
Slide 23: Results 2017
Results 2017 Progress on 2017 Satisfaction Goal • PLC is currently exceeding the patient satisfaction goal of 100 with a current score of 120 on the satisfaction index scale. 6 PLC Ministries received NRC Health’s Excellence in Action Award for high patient and resident satisfaction • For the third
Slide 24: PLC Best Practices
PLC Best Practices Tactic Planned Action Responsibility Targeted Completion Leadership Quarterly LDIs are held for PLC Leaders to provide education on patient/resident PLC Leaders 2017 LDIs scheduled for : Development Institutes satisfaction, associate engagement and career development. This has con
Slide 25: Questions?
Questions? Melissa Holdsworth, MBA/MPH Director of Patient, Resident and Family Centered Care Presence Life Connections melissa.holdsworth@presencehealth.org 25