OPE Quarterly Update - Fall 2023 |
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Units within the Office of Patient Experience |
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Celebrating PRIDE at Michigan Medicine and the community
Employees from Michigan Medicine represented the health system and its service at the the many Pride events hosted in the local community this summer. Click here to see participants celebrate and learn more about how Michigan Medicine supports patients, families and the community. |
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Connected across the state |
Since Sparrow joined University of Michigan Health in April, the health system has embarked on an ongoing strategic integration process to determine how best to bring U-M Health, Sparrow and University of Michigan Health-West together for the benefit of both patients and employees.
OPE leadership met with representatives from U-M Health West and Sparrow earlier this summer. The visiting teams represented colleagues who have responsibility for patient experience, safety and quality programs in their respective hospitals. This visit was the first of many for the 3 systems to find ways to collaborate across this regional system.
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Plain Language ensures safe and improved outcomes for patients |
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Using Plain Language is important when communicating with patients and families.Plain language is communication your audience understands the first time they read it or hear it. These principles should be used in spoken and written communication. Working with subject matter experts across Michigian Medicine, Patient Education and Health Literacy (PEHL) team has catalogued thousands of patient education materials that are written in Plain Language format.
Check out the Care Guides From Your Clinician. You can browse by topic or medical service or use the search bar at the top to search by keyword. These resources are also available to your patients through their MyUofMHealth.org patient portal account.
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Save the Date: Patient Experience Week 2024 - April 22 - 26.
Details to come
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Careful consideration of patient needs motivates Room Service Associates |
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Patient Food and Nutrition Services (PFANS) is an integral part of the patient experience at U-M Health. Room Service prepares and delivers thousands of meals per day to patients and guests.
When they deliver food trays, room service associates (RSA) must check identification of the patient. Wilmer Slaughter, an RSA in the Adult Hospital, didn't want to disturb his patients by turning on the bright room lights when he needed to check the identification. He started carrying a small flashlight on his lanyard that he would use to check the patients' wristbands.
This simple act of patient-centered healthcare is example of how every care team member can improve the patient's experience. Following his example other RCAs on his team have started carrying flight lights as well. Thank you Wilmer and PFANS for all you do for our patients and families.
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Recognition for third quarter of Top Quartile achievers! |
Congratulations to all the units and clinics who have achieved top percentile ranking for patient experience. The percentile ranking is based on patient experience surveys conducted by Press Ganey, our survey partner, across other national facilities for patient visits in the past 12 months. Achieving a top quartile ranking means that the unit/clinic is nationally ranked in the 75th percentile or higher for providing the similar type of care/service. We will recognize top percentile achievers on a quarterly basis. In person recognition events will happen for select achievers.
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Patient Experience Dashboards - Learn more |
The Office of Patient Experience maintains Tableau dashboards displaying patient experience data from our Press Ganey surveys. The dashboards can be found through the Patient Experience Tableau Landing Page found in the link below, and shows dashboards for many services, including emergency, inpatient, ambulatory clinics, outpatient procedures, outpatient testing, and more. The dashboards show patient comments, trending of responses compared to benchmarks, and department heatmaps, among many other reports.
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Kudos from patients
Below are some select comments that patients have provided on the patient experience surveys.
Ambulatory Surgery
"We had a wonderful experience with my daughter’s surgery. I was kept well informed, and everyone was so kind and made her feel so comfortable!! She didn't even look back when they rolled her away, that's how comfortable they made her! I would recommend Michigan Medicine for any procedure with a child."
Emergency Department - Adult
"Text messaging during visit for updates helpful. Gave names if staff, delays, tests done and could see results thru patient portal. All very helpful. Just took a while for doctors to see me due to shift changes. But otherwise went well. My nurse Emma was excellent! Very attentive!"
Inpatient – Adult
"I wasn't in my room very long but when I got to it there was a very nice courtesy note from the cleaning staff wishing me a quick recovery. I really appreciated that."
Inpatient - Children
"We have always been impressed with Mott and the care my daughter receives there. Every person from the doctor, to the nurse, to the custodial staff are caring and helpful."
Ambulatory Services
"Dr. Kim is efficient, down to earth, and went over everything in detail related to my condition and the surgery that would repair it. She answered all my questions and spent adequate time with me overall. The medical assistant working with Dr Kim was from the Glaucoma department, covering because of staff shortage. She was outstanding and the best assistant I have seen in occuloplastics. Others have been very good, this woman the best. I am pleased with my decision to seek care from Dr. Kim."
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HOPE and JOY Awards - Now accepting nominations |
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HOPE and JOY Awards are presented by the Office of Patient Experience (OPE) to recognize the individuals and teams who deliver exceptional patient and family centered care.
Awards will be presented during Patient Experience Week, April 2024 - Date TBD.
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PX 101 is a foundational, engaging educational offering to support and enhance our culture of patient experience excellence. This 90-minute instructor-led course was designed to ensure that all faculty, staff, and learners have a fundamental understanding of patient experience, and the skillset to positively impact the patient and family experience. Participants will discuss what matters most to the patients and families we serve, identify opportunities to enhance patient experience through communication and empathy, and with our purpose in caring for others. We can all play a part in creating a positive experience for patients and families, no matter our role.
You can find a full description of the course and learning objectives on the PX 101 website. Please encourage your colleagues to sign up, and feel free to share broadly.
Newly added winter/spring sessions of Patient Experience 101 (PX 101) are now open for registration to all faculty, staff, and learners! Nursing and Social Work CEs are provided as part of this learning opportunity. We encourage you to share this with members of your team.
- October 17, 2023, 12 pm - 1:30 pm
- November 17, 2023, 10:30 am - 12 pm
- December 5, 2023, 3 pm - 4:30 pm
- January 10, 2024, 12 pm - 1:30 pm
- February 15, 2024, 3 pm - 4:30 pm
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Michigan Medicine - Office of Patient Experience
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