A Funny Thing Happened… Brian Paradis. A Funny Thing Happened…Emergency Department Enterprise.

Slides:

Advertisements

Similar presentations

Trends in Hospital Quality and Hospital Prevention of Surgical Complications, Overall Composite for All Three Conditions Percent of patients.

Advertisements

Patient Experience Design Day Findings. Design Activity - Goals Identify what matters to patients – through Acts I, II & III Specifically Identify the.

How Are We Connected? Our Patients, Staff…& You Food & Nutrition Services: Bedside Bistro.

HCAHPS It’s So Much More Thank Just Another Patient Satisfaction Survey! Presented by Laura Burnett MSN, RN Nursing Supervisor, Patient and Family Centered.

Presented by, Matthew Rusk, D.O. Advisor: Khalid Qazi, M.D.

Advanced Illness Management Sutter Health Lois Cross RN BSN ACM Sutter Health

Recent Emergency Study in Palestine Triage System At Al – Makassed Hospital Emergency Department Jamal Al-Wahadneh 2009.

Nursing Home Survey on Patient Safety Culture

Acknowledgements RHH ED staff Safety and Quality Unit RHH for their participation and valuable contribution Next Steps It is envisaged over the next 12.

(CAHPS) Experience of Care Surveys From Design to Implementation

Value Based Purchasing The Volunteers’ role in the Patient Experience Mary Theobald Director, Patient & Guest Relations Volunteer Services.

HCAHPS and Hospital Value-Based Purchasing (Hospital VBP) Agency for Healthcare Research and Quality Centers for Medicare and Medicaid Services.

Relentless Rounding for Outcomes

March 25, The Blundellsands Surgery Patient Reference Group Questionnaire Results Monday, March 25 th 2013.

The HCAHPS and Competency Connection HealthStream, Inc. The HCAHPS and Competency Connection HealthStream, Inc.

Culturally Competent Care from the Perspective of the Consumer: What Matters Most October, 2007.

Your Patient Experience James Merlino, MD President and Chief Medical Officer Strategic Consulting.

Integrating the Healthcare Enterprise™ (IHE) Patient Care Coordination Functional Status Assessments.

DMC Customer Service DMC Customer Service Department

Deploying Care Coordination and Care Transitions - Illinois

Safety  Quality  Service  Relationships  Performance SOMCService Dashboard – FY 13 SOMCService Dashboard – FY 13 Patient-Centered Perfection is the.

APRIL HCAHPS Patient Experience Surveys: Current and Future Requirements.

Using HCAHPS data to improve the quality of patient care Tenet Healthcare Cindy Larkin, Senior Director Measurement.

Reviewed process for follow up appointments for interpreters Review of information for patients regarding financial process & appointment letters for private.

Georgia Hospital Association

A Comparison April 7 th, 2011 Project Review. 1. Identify differences in patient demographics 2. Compare patient satisfaction results 3. Compare hospital.

Current Hiring Practices in Healthcare Presented by: Kristen Medlin, PHR Administrative Director of Human Resources Aiken Regional Medical Centers.

LEARN FROM A DEFECT Emily Pasola RN, MSN, CNL Clinical Nurse Leader Surgical Intensive Care Unit Saint Joseph Mercy Hospital Ann Arbor, Michigan.

Talking to Your Nursing and Surgical Tech Colleagues.

Agency for Healthcare Research and Quality Advancing Excellence in Health Care Setting the Stage for HCAHPS Success December 7, 2012 Carrie.

PATIENT SATISFACTION AND WHY IT MATTERS. Why It Matters  CMS (Centers for Medicare & Medicaid Services), hospitals and insurance providers are using.

HCAHPS Hospital Consumer Assessment of Healthcare Providers and Systems.

Pullman Regional Hospital June 30, 2010 Culture Trumps Strategy The Impact of Leadership on Patient Safety.

Nursing Excellence Conference April 19,2013

Copyright ©2011 Georgia Hospital Association FLEX GRANT Kathy McGowan Vice President, Quality & Safety Samantha Dulworth Technical & Customer Specialist.

Chinese Medical Professionalism Forum-Beijing, China October 16, 2009.

Coordinating Care Sierra Dulaney Lisa Fassett Morgan Little McKenzie McManus Summer Powell Jackie Richardson.

Richardia Gibbs-Hook Julie Walker.  Patient satisfaction surveys are one tool by which quality and safety are measured. ◦ Hospital Consumer Assessment.

Jill A. Marsteller, PhD,MPP August 10, 2011 CSTS: The Cardiovascular Surgical Translational Study Assessing Culture.

1 1 Survey of Patient Safety Culture in U.S. Hospitals: External Validity Analyses Russ Mardon, Ph.D. Westat 2008 AHRQ Annual Conference Westat 1650 Research.

Surgical Care FMHGettysburgShady Grove Mont.Gen.CHCWCHS 86% of 383 pts. 90% of 337 pts 86% of 254 pts 93% of 323 pts 78% of 301 pts 93% of 874 pts Percent.

Survey Methodology Four Point Scale Very SatisfiedSatisfiedDissatisfiedVery Dissatisfied.

Service Excellence Suburban Hospital Physician Orientation Johns Hopkins Medicine

Consulting Services. The Institute of Medicine’s call for action affirmed the need for a “Business Excellence” approach in the delivery of emergency care.

St. Francis Memorial Hospital Hospital Medicine Program Cogent Healthcare Gene Fleming Chief Executive Officer Rachel George, MD, MBA Regional Med Marcus.

Changing Our Culture.

MAKING CARING CONNECTIONS CONTINUITY OF CARE TRANSFER PROJECT Staff Education Presentation Hospital Presenter’s Name Date.

Family Presence in Multidisciplinary Rounds

On the CUSP: STOP BSI Improving Situational Awareness by Conducting a Morning Briefing.

Inpatient Survey 2008 Joy Wilk AD Clinical Governance June 2009 Appendix 4.

MAKING CARING CONNECTIONS CONTINUITY OF CARE TRANSFER PROJECT Staff Education Presentation LTC Facility Presenter’s Name Date.

On the CUSP: STOP BSI Improving Situational Awareness by Conducting a Morning Briefing.

Partnering with Gallup

The Patient Experience at Florida Hospital 1 Learning Module for Students.

Council of Governors Meeting December 2013 Beverley Geary Director of Nursing.

Credit Valley Hospital Patient Flow Purpose of Initiative To improve the flow of admitted patients from the emergency room to the medical units and improve.

Patient Centeredness: “ A Journey from Theory to Application” L.I.F.E. Concepts Veronica Cochran RN, MS.

CIS 170 MART Teaching Effectively/cis170mart.com FOR MORE CLASSES VISIT HCA 375 CART Inspiring Minds/hca375cart.com FOR MORE CLASSES.

VERTICAL UNIT Emergency Department Case Studies. Objective Answer the following questions: –“What is a Vertical Unit?” –“Why did we implement?” –“How.

IMPROVING EMPLOYEE SATISFACTION: A WAY TO “ALWAYS” IMPROVE PATIENT SATISFACTION AND HCAHPS SCORES Laura L. Egan Widener University Nursing Leadership for.

“Opening our doors to better communication between patients/families and the WRHA Critical Care Team” Basil Evan, RN, BA, BN, TQM Critical Care Quality.

Hospital Medicine Performance Presentation to YOUR LEADERSHIP YOUR ORGANIZATION’S EMBLEM HERE.

Patient Experience of Care Surveys

CMS Value-Based Purchasing: Methodology and Documentation Opportunities

The Business Case for Investing in Employee Engagement

The Business Case for Investing in Employee Engagement

Lessons Learned from the Frontlines 5May17

QUALITY: PATIENT-CENTERED, TIMELY CARE

Acute Stroke Ready Hospital (ASRH) Designation Site Visit Opening Presentation Template Use this template to build your presentation for the opening conference.

Presentation transcript:

A Funny Thing Happened… Brian Paradis

A Funny Thing Happened…Emergency Department Enterprise

“As is” State… Not fixable Agency high (40-50% Some Campus’) 6.3% (20,000 people) - Left w/o seeing Doctor Patient Satisfaction – 20 th %tile Costs Climbing % Front door effectively closed (walk-in & ambulance)

Approach Design Drivers Patient Driven Core process based “Fundamentals” (3D’s) Frontline Engagement Physician – Partnered/Led Team Work (Enterprise wide) Fact based (Data Key) RELENTLESS

ED Performance Red Slide

ED Performance

Performance Outcomes As is NowStats Door to Doctor 120 min 50 min EMS Offload Time 70 min 8 min Cost per Visit $142$132 Perceptions of Safety 41%51% Agency40%5%

ED Patient Satisfaction 80 th percentile

Our team is telling us something…Are we listening?

Engagement Trend

2008 Gallup Engagement ActualGoal However.....

Gallup Engagement Clinical & Non-Clinical Comparison (2007) Mean%tileE / D Clinical3.9051%3.7 : 1 Non-Clinical4.1066%5.5 : 1

Safety Culture Survey Results ‘Overall perceptions of Safety’ (Positive Responses) Nursing52% Physician50% (or 35 th percentile)

Critical Survey Questions (% Positive Responses) NursesPhysiciansAvg. Management Support 5864 Non-punitive response Teamwork Across Units 5056 Hand-offs and transitions 41 48

Physician Satisfaction Survey Willingness to Recommend this Hospital? 44 th % Overall Satisfaction with this Hospital? 35 th % (Percentile)

Critical Survey Questions (%tile) Actual Efficiency of Hospital (Transfers, Turnarounds, etc) 18 th Promptly/Accurately respond to Physician Orders 24 th Ease of Scheduling/Performing IP Surgery 21 st Ability to manage admission process 23 rd (Percentile)

Our patients agree…Do we care?

HCAHPS Patient Experience Survey (Definitely Yes) Recommend this hospital to family & friends Definitely Yes%tile 58% 23 rd

Critical Survey Questions (Always) Actual 1. Got bathroom help as soon as wanted 49% 2. Pain was well controlled 56% 3. Staff described side effect of Meds 32% 4. Nurses listened carefully to you 55% 5. Discharge information communicated and written 75% 6. Room clean and quiet 50%

Is it getting warm in here?...Or is it just me?

What is the Point? Our mission demands much better that our reality There is no place to hide (facts are the facts) This is fixable, there is much hope Patient Safety/Quality and Patient Experience are ALMOST the same thing Process, Process, Process... Fundamentals, Fundamentals, Fundamentals

Approach Design Drivers Patient Driven Core process based “Fundamentals” (3D’s) Frontline Engagement Physician – Partnered/Led Team Work (Enterprise wide) Fact based (Data Key) RELENTLESS

ED Performance Red Slide

ED Performance

ED Patient Satisfaction 80 th percentile