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ABACLive Cambridge Center Series Presents Julie Smith, PhD: Getting Realtime Feedback from Healthcare Consumers to Reliably Improve Multiple Targeted Results 

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General Information

Title: ABACLive Cambridge Center Series Presents Julie Smith, PhD: Getting Realtime Feedback from Healthcare Consumers to Reliably Improve Multiple Targeted Results

Presented By: Julie M. Smith, PhD Chief Executive Officer Performance Ally, LLC

LIVE Webinar Date: Thursday, June 18, 2020

Time:10:00 am - 12:00 pm eastern (New York)

Recording Availability: June 19- June 28, 2020 at 11:59 pm eastern (New York)

 

Abstract

We now live in a social media “Ratings and Reviews Economy.” Consumers can access numerous sites to choose their healthcare providers. The influence of these sites is profound and growing. Healthcare providers and their organizations are struggling to find ways to handle this enormous shift in healthcare consumerism and to use patient feedback to deliver better care while it is being delivered. One way is to gather realtime, Point of Care feedback either through surveys or leader “rounding” so care can be improved immediately.

Companies that provide Point of Care surveys and related consulting services have grown to be billion-dollar entities, but they have failed to produce reliable, sustainable performance improvements for providers—or, more importantly—to improve patient satisfaction! There are many reasons for these poor results. From a behavior analysis perspective, the top ones include: (1) Patients feel vulnerable in the care situation, resulting in less than 10% completing realtime surveys because they don’t want to risk upsetting their care provider; (2) Patient rounding and surveys do not reliably capture behaviorally-specific data, nor do their prescriptive questions adapt to specific local practices, and; (3) The data are not linked to individual providers in a valid, reliable way, so providers say, “that’s not me,” when they review the results.

Dr. Julie M. Smith will discuss a transformational software app that she and her colleagues at Performance Ally are developing. The app, Ally Assist, collects extraordinary, realtime patient feedback and ensures individual care team members convert it into actions that improve health outcomes and the total experience for both patients and employees. Dr. Smith will share the results achieved at Nemours Children’s Health System where >90% of patients participated in realtime feedback, 100% of care team members engaged in giving and receiving realtime feedback, and service adjustments were made in-the-moment based on each patient’s expectations.

Dr. Smith will share how webinar participants can begin to implement a simple system on their own to capture patient expectations and experience feedback.

Learning Objectives

  • Identify Vital Behaviors for providers, based on creating value for consumers, providers, and leaders in your situation.
  • Define integrated feedback loops and identify the methods used to establish integrated feedback loops from multiple sources.
  • When presented with case studies, identify how realtime feedback improved individual and team behaviors.

Presenter Bio and Disclosure Statement

Dr. Julie Smith's hallmark is her astonishing energy and ability to help global organizations achieve ""mission impossible” using innovative approaches based on the science of behavior analysis. As co-founder of CLG (now known as Alula), Julie and her colleagues pioneered the most powerful behavior-centric performance improvement approach available today, as evaluated by multiple independent benchmark studies."Dr. Julie Smith's hallmark is her astonishing energy and ability to help global organizations achieve ""mission impossible” using innovative approaches based on the science of behavior analysis. As co-founder of CLG (now known as Alula), Julie and her colleagues pioneered the most powerful behavior-centric performance improvement approach available today, as evaluated by multiple independent benchmark studies.
Recently, Julie co-founded Performance Ally to create enterprise software that provides realtime performance feedback and behavior change support to individual associates, leaders, and teams, so adjustments can be made immediately to deliver better outcomes. This software, which is still in development, will optimize human actions realtime in any industry while creating a high-performance culture where employees win at work every day.
In 2016, Julie was honored to receive the Outstanding Contributor Award for lifetime achievement by the Association for Behavior Analysis International. She is also an inductee of the West Virginia Business Hall of Fame.
But Julie won’t rest (or retire) until a technology-supported, behavior-based management system becomes the gold standard across all organizations, large and small, for getting the right things done every day to achieve unprecedented results.

Dr. Julie Smith does not receive speaker fees for presenting as part of the ABACLive Cambridge Center Series. These fees are donated directly to The Cambridge Center for Behavioral Studies (TM). Dr. Julie Smith is the CEO of Performance Ally, the company that is developing the enterprise software that will be discussed in this webinar. Participants will be provided with paper-and-pencil methods for meeting the learning objectives, without needing to use the software. 

Schedule

10:00 am: Introduction
10:05 am: Webinar begins
11:45 am: Q&A session
12:00 pm: Evaluation, post-test and code submission forms

Credit Hour Information

Behavior Analysts & Psychologists earn 2 CEUs*  

  • Must pass post-test with 80% or above and submit all attendance codes
  • CEs not available for other professions

*CE for viewing Live or Recording
** CE only for viewing Live

For ABAC's continuing education approvals statements please view our Continuing Education page