The Sharp Experience Journey Transforming the Healthcare Experience Lynn Skoczelas, BSN, MBA, CEEE Chief Experience Officer Sharp HealthCare

Sharp HealthCare San Diego’s Health Care Leader Not-for-profit Largest health care system in San Diego 4 Acute Care Hospitals 3 Specialty Hospitals 2 Affiliated Medical Groups Health Plan 22 Outpatient Clinics and 5 Urgent Care Centers Full range of programs and services 3 Philanthropic Foundations Largest private employer in San Diego 19,000 Employees 2,600 Affiliated Physicians 2,300 Volunteers

Market Share Growth …To Meet Community Needs and Grow Market Share San Diego County 2015 Inpatient Market Share 29% 23% % Sharp is the market leader in San Diego County with 29% inpatient market share, with the next closest provider at 23% Only San Diego health care system to have 16 consecutive years of market share growth We are San Diego’s health care leader, with over 29% market share, and we are the only health care system in San Diego that has increased market share every year for the past 16 years. Today, our next closest competitor is at 23%. Observation Stays: 2013 - 17,093, 2014 - 18,178 (6.3%↑), 2015 – 19,796 (8.9%↑) Acute ALOS: 2013 – 4.7, 2014 – 4.8, 2015 – 4.9 Discharges: 2013 – 81,261, 2014 – 81,600, 2015 – 82,515 Market Share: 2013 – 28.75%, 2014 – 28.78%, 2015 – 28.83%

The Sharp Experience

Making Health Care Better The Infrastructure New vision New structure New model for change

A Vision to Make Health Care Better Starting with Our People Sharp’s Vision to transform the health care experience and make Sharp: Best place for employees to work, Best place for physicians to practice medicine, Best place for patients to receive care, Ultimately, the best health care system in the universe! The vision set forth for our organization was to transform the health care experience and become the best……the universe…you ask? You may even laugh—so did many of us—however, that’s what our staff wanted and we believe it communicates our never ending journey.   It was a difficult at that time for many of us to step outside of our comfort zones – particularly for our introvert CEO Mike Murphy. But it was important to do just that if we were to ask the people to step outside of their comfort zone. We all had to get comfortable with change and to be open to learning from industries outside of health care.

7 Pillars of Excellence Quality • Safety • Service • People • Finance • Growth • Community In 2001, Sharp committed to a six pillar structure – these pillars served as the structure and foundation to The Sharp Experience and are a visible testament to our ongoing commitment to excellence.  In 2014, we adopted a seventh pillar – Safety.  While safety has always been a priority and has been incorporated in the Quality pillar and in all of our values, we believe it is an imperative that necessitates increased organizational attention and prominence.  This enhanced emphasis on safety will further engage all of us to also become the safest health care system in the universe.   Everything at Sharp is now aligned by our seven pillars -- from our strategic plans and report cards to our performance evaluations, meeting agendas, and our measures of success.  This has made our focus crystal clear to everyone.  It is attention to these seven pillars—and the quantifiable measures for improvement that we have set for each one of them—that have built the momentum and engaged the organization. 

Performance & Experience Improvement A Model for Change Performance & Experience Improvement 100 Action Teams 1,000 Action Team Members The Sharp University Leadership Development Employee Development Physician Development Accountability Report Cards & Measures Hardwiring OUR CHANGE WAS PROPELLED BY PERFORMANCE AND EXPERIENCE ………