About the Course

With the launch of the Primary Care First (PCF) payment model, there is an urgency to reflect on and evaluate where we, in clinical practices, stand in our delivery of excellent, “always” patient care experiences. In this 12-video lesson course you will be equipped to take the PCF patient experience survey through your patients’ perspective, identify the 5 specific domains that will be reported and gain knowledge to improve where you find gaps.

This course is best for:

• Leaders

• Physicians

• Staff

• Anyone looking to improve healthcare communication

The Primary Care First program rewards innovation and patient-centered care. The Patient Experience of Care Survey (PECS) is an essential and required component of the Primary Care First Program. Equipping your team to be successful with this new survey is essential. The Patient Experience of Care Survey affords patients the opportunity to provide feedback on the consistency of the quality of interactions with the provider and staff.  While we may have the best of intentions and work hard every day in the practice, sometimes our intentions are perceived differently by patients and their loved ones. In this HXA Instructional 12-video course you will learn strategies to engage staff, providers, and physicians in the PECS and learn key competencies that will improve patient experience perceptions. Discover how you can equip your practice and team to be successful in performing on the overall experience and domain specific aspects of care in the PECS survey.

By the end of this 12-part instructional course, you will be able to:

1. Identify strategies to engage staff, providers, and physicians in Patient Experience and PECS performance
2. Provide training and development on key competencies that will improve service and quality
3. Build Experience Domain specific action plans to influence performance
4. Engage learners in strategies to build and broaden excellent patient experiences

• Lessons:

• 

  Lesson 1

  Elevating your Patient Experience Strategy

  Learn the power of excellence to create loyalty and valuable referrals to your practice. It’s all about understanding the patient perspective and creating strategies and processes to shape their perceptions. Ask yourself, “What do I want my practice to be known for and why?” In How are patient perspectives about your practice being shaped? What are the gaps and strengths in areas that are important to our patients? In this lesson we look at how patient perceptions are formed at key touch points in the primary care experience and how we as providers can elevate excellence in our practice. Learn key areas where our patients are influenced in their perceptions of their experience as well as the five domains that will be measured and reported. (Video Duration 11mins:50s)

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  Lesson 2

  Patient Survey of Care Survey Fundamentals

  This lesson is a deep dive into the Patient Experience of Care Survey (PECS) with information on the fundamentals of the survey. Help your team understand the expectation that the PECS creates. We focus on an introduction to the Primary Care First program, the PECS,  as well as how your practice is scored, and what domains are included. Learn which patients are eligible to receive the survey and the method in which patients are contacted and followed up with to enlist survey participation. Equip your team with strategies and steps to improve patient experiences with this new accountability. (Video Duration 10mins:29s)

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  Lesson 3

  How Patients Hold Us Accountable

  In healthcare, our environment is very familiar and makes sense to us. To improve the patient experience and performance on the PECS, we must take the time to view our very familiar environment through our patents’ eyes. Use the eWorksheet included in this lesson and take the PEC survey from your patients’ perspective. If your spouse, parent or other loved one walked into your practice, what would an excellent experience look like? (Video Duration 3mins:58s)

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  Lesson 4

  Getting Timely Appointments, Care, and Information

  The first domain in the PECS regards Access to Your Practice. Our patients are evaluating ease of contacting our practice team to get appointments for urgent matters, routine checkups and getting information they feel necessary to keep them healthy or answers to medical questions. The goal of the PECS is that our patients will increasingly rate us as “Always” in this domain. Learn the areas where you can focus intention to improve and strategies to make those improvements, such as rounding on patients, the flow of scheduling, the timeliness of response to phone calls. (Video Duration 5mins:18s)

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  Lesson 5

  How Well Providers Communicate

  Provider communication is crucial to influencing how patients perceive their care- positively or negatively. Even with our best intentions the patient can miss or overlook important care cues. How are we showing our intentions to our patients? For instance, if we intend to make the patient feel we spent enough time with them, is our hand on the doorknob while we’re still listening/talking? How can we explain in a clear and kind way the expectations of treatment and timelines? Demonstrating our intentions and engaging our patients in their own care creates to positive outcomes. Learn practical skills to boost your provider’s communication with patients and families. (Video Duration 8mins:18s)

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  Lesson 6

  Attention to Care from Other Providers

  When it comes to following up with results of diagnostic tests, or consulting providers treatment plans do we share our patient’s urgency? This domain focuses in on how patients hold us accountable for results of tests and prescribing medication. In this lesson discover strategies and easy to implement ideas that will elevate your patient’s perceptions of how we are coordinating their care with our easy to use action planning tool. (Video Duration 5mins:26s)

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  Lesson 7

  Providers Support Patient in Taking Care of Own Health

  Stepping into the patients’ “shoes” when they come into our care includes anticipating their needs and challenges when they are not with us. Engaging our patients in their own care not only helps us in caring for them, it also leads to greater compliance and better outcomes in their health. In this lesson you will be equipped to look for cues regarding the patient’s overall ability to take care of themselves and tips in communicating with patients about how best to partner with them in taking care of their own health. (Video Duration 5mins:15s)

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  Lesson 8

  Patient Rating of Providers and Care

  As in the other domains, the overall rating in the PECS reflects the last six months, with a focus on the totality of the patient’s experience in your care. In this lesson, learn what patients cue in on to determine the quality of their experience. Use key strategies to communicate effectively with your patients to build trust and confidence. (Video Duration 7mins:26s)

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  Lesson 9

  Other Areas Measured

  In the PECS there are other questions outside of the 5 core scored domains that give patients the opportunity to give feedback on the quality of their experience. Learn in this lesson what these other areas include, the questions patients are being asked, and how their answers can support you in your overall strategies to make improvements in your practice’s patient experience performance. Understand the technique and value of Experience Mapping. (Video Duration 6mins:34s)

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  Lesson 10

  Highly Reliable Experiences of Care

  With the launch of the new Patient Experience of Care Survey, patients are being asked if they received excellent care “Always”. This is the standard by which patients are measuring us and their experience while in our care. Discover how to boost your communication through the CARES™ model for creating highly reliable patient experiences, to empower and inspire your team to make positive memorable experiences for your patients. (Video Duration 7mins:56s)

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  Lesson 11

  Communication and Active Listening

  Communication is a key driver in providing an “always” experience for patients. Discover in this video how to elevate your communication and active listening to yield patient experience performance increases and ensure patients perceive a positive experience in your care. (Video Duration 6mins:01s)

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  Lesson 12

  Building and Broadening Success

  Pivoting forward, not looking back where can you begin to make improvements in the patient experience in your practice? In this lesson learn how and where you, as a leader can steer and strategize development time and dollars and create alignment and vision with your team and in your practice. (Video Duration 3mins:36s)