AIDET C-2-C Flip

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This Genesis Cup 2012 runner-up presentation by Medical Director, Harry "Tripp" Wingate, MD and Shayne Middleton, RN, RDCS describes the process used at EMH ED to “flip” the complaint to compliment ratio – a crude measure of customer service performance in a rural ED. The presentation details steps from training on AIDET to the key issues in providing effective feedback to ED staff. Special emphasis is given to the tricky issue of email communication and compliance with HIPAA. New web-based tools (WinZip.com and MyFax.com) for safe email communication are introduced to the audience with comments on benefits and usage.

Health & Medicine Technology

Genesis Cup
Recognizing Innovation in the ED

Hospital Statistics

• 7000 Annual volume
• 6 Bed ED
• Single Physician Coverage
• 2 Nurses per 12 hour shift

The Challenge
“Flip the C-2-C Ratio”
By
Decreasing Complaints
Increasing Compliments
to
Improve HCAHPS Scores

Communication Schema
Hospital
Collects Documents
(Complaints, Surveys, Compliments)

Feedback :
- Prompt
-Transparent
- Complete
- Fair
EDNM & SMD Review
Staff EP Receives Feedback &
And Investigate
Takes Corrective Action

Methods
(October 2010)

AIDET Training for Physicians & Staff
Phase I - Training Period
• Staff In-service on Studer tactics
• Physician conference call on AIDET
• AIDET “quick start” material distributed
• Links to AIDET webinars on EmCare website
• Integrate Prompts into Workflow

Methods
(October 2010)

Phase II – Performance Feedback
Feedback regularly given to Staff
(This was the key to success!!!!)

Giving effective FEEDBACK….
Prompt
Fair
Transparent
Secure
Sounds Simple but what
about PHI and HIPAA?

“Low and Hi Tech” Approach

“Old School”
• Bulletin Boards in
secure break areas
• Secure mailboxes

Audience Email Survey

How many of you routinely:
• Send encrypted PHI to your Docs?
• Unencrypted PHI to Docs?
• Do not routinely send PHI?

Email, PHI and HIPAA

• Know definition of PHI www.HIPAA.com
• Check Hospital policy on email and PHI
• Prefer Hospital to send encrypted docs

“Best Practice” Principles:

• Disclaimer signature claiming QA privilege
• No PHI in subject line or body of email
• Encrypt PHI containing attachments
• Send passwords in separate emails
• Do not use email for crucial or sensitive
communication

www.MyFax.com

• Personal Fax Number
• Automatically coverts fax to PDF doc
• Automatically securely sends PDF to email
• Cannot encrypt sent docs

www.Winzip.com

1. Download files to desk top
2. Select file to Zip, then right click
3. From menu select “Winzip” then “Add to Zip file”
4. From Winzip menu choose “Encrypt”….done

Communication Schema
Hospital
Faxes
Documents

Feedback Loop
Prompt, Transparent Fax
and Complete

Zip

Staff EP Receives PDF SMD Reviews
via Email – PDF – Forwards via
(Admin/Med Staff CC’d) Email (Encrypt if PHI)

Great Success!!!!

14

Training
Baseline Feedback

8

4
3

Jul-Sep Oct-Dec Jan-Mar
2010 2010 2011

Flipping the C2C ratio will send your
CEO to their “happy place”…
What will
they think
of next???

Questions????
Email: wingateh@bellsouth.net

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