Webinar Recap: Michael Six shares how SCL Health improved Press Ganey Patient Experience Metrics

MICHAEL SIX FROM SCL HEALTH, RECENTLY SPOKE WITH STEPHEN BEESON ABOUT HOW THEY USED CLINICIAN SKILL-BUILDING TO OUT-PERFORM THEIR PEERS ON PRESS GANEY PATIENT EXPERIENCE METRICS. INCLUDED ON THIS PAGE ARE A NINE-MINUTE HIGHLIGHT REEL (ABOVE) AND A CONVERSATION SUMMARY (BELOW.)

Conversation Summary

The part that’s helpful about the project is that you have a tiny coach in your pocket … Clinicians want something that’s easy – something that is accessible in the moment on their phones.” – Michael Six, SCL Health.

In the hectic life of a clinician, time is a precious commodity. Even simply asking for five minutes a week from a physician or nurse can be challenging. Yet Michael Six, Executive Director of Patient Experience and Physician Development at SCL Health, achieved a 70% participation rate while using Practicing Excellence’s Clinician Experience Program (CEP). Michael accredited this success to two important points: 

“In every way we could, we made the project available and talked about the project. This got clinicians talking to each other about it as well. Clinicians would text in the app, sharing videos with each other, saying, ‘I tried this, and it worked.’ The other thing that helped ramp up engagement, especially in the areas where we spent a year on well-being, was that people were familiar with the way the project worked and were able to go in and look for useful tips in the moment.” – Michael Six.

Another factor that helped motivate clinicians was what Michael called “meeting the clinician where they are at.” From the beginning, Michael maintained an open conversation with clinical leaders about what they needed and what tips they wanted to see. “We started with well-being. By giving them what they want and making it easy and accessible, clinicians jumped on this and ran with it.”

Such an approach has led to significant benefits. After completing the ambulatory patient experience program, SCL Health achieved a 7% higher clinician performance rate over their peers in the Press Ganey medical database. Within their own system, 70% of SCL Health clinicians saw an overall improvement to their care provider involved in their care.  

We are grateful to Michael Six for sharing SCL Health’s success story. If you would like to sample the skill-building tips used on SCL Health to improve their patient experience scores, please use the sign-up link below:

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