Visiting Hackensack University Medical Center Learning to Trust Healthcare Again

Hackensack University Medical Center Visit (cont.) Evidence of Success Evidence of Success –Doubled hospital in 10 years –Magnet award hospital three times –Pursuing Perfection Award hospital –Various other awards –Purchasers REQUIRE payers to include in panel

Hackensack University Medical Center Visit (cont.) What Do They Do Right? What Do They Do Right? –CEO made a decision that quality sells –Product was patient care –Invest in workforce –Every staff person is valued –Management has an “open door” policy –Culture does not support any behavior that does not lead to collegiality

Hackensack University Medical Center Visit (cont.) What Do They Do Right? What Do They Do Right? –Never Use Nurse Floaters/Agencies –Employ a complete cost accounting system – transparent to all employees –Physical plant like a 5 Star Hotel –Sophisticated system of monitoring patient care and applying evidence based practices –Well designed, participatory organizational structure involving councils

Hackensack University Medical Center Visit (cont.) How Can Addiction Treatment Learn From Their Example: How Can Addiction Treatment Learn From Their Example: –Changing Behaviors Requires a Multi- modal/Multi-dimensional Approach Visionary Leadership (lead and then get out of the way) Visionary Leadership (lead and then get out of the way) Quality sells Quality sells Dignity and Respect/Meaning to Work/Recognize Meaning Dignity and Respect/Meaning to Work/Recognize Meaning

Hackensack University Medical Center Visit (cont.) How Can Addiction Treatment Learn From Their Example: How Can Addiction Treatment Learn From Their Example: –Ensure consistent communication –Develop process by which knowledge is effectively transferred to practice –Accept and manage consistent change –Staff development essential

Hackensack University Medical Center Visit (cont.) How Can Addiction Treatment Learn From Their Example: How Can Addiction Treatment Learn From Their Example: –Keep salaries competitive –Leadership sets the example –Keep organization transparent –Monitor quality –Monitor costs –Market success

Hackensack University Medical Center Visit (cont.) How Can Addiction Treatment Learn From Their Example: How Can Addiction Treatment Learn From Their Example: –Model for Effective Evidence Based Practice Transfer Three tier practice team Three tier practice team –Administrator (nurse manager) –State-of-the-Art Practitioner (advanced practice nurse) –Education Specialist (Education nurse) Multi-discipline team Multi-discipline team –Conducted by lead counselor (nurse)

Hackensack University Medical Center Visit (cont.) How Can Addiction Treatment Learn from Their Example: How Can Addiction Treatment Learn from Their Example: –Model for Effective Evidence Based Practice Standardize treatment process Standardize treatment process Collect information to monitor performance Collect information to monitor performance Participate all staff in evaluating information Participate all staff in evaluating information Design pilots to improve performance Design pilots to improve performance Audit/Feedback/Change Audit/Feedback/Change