1. Today’s Webinar will begin at 11:30PM PST 4/25/12

2. Introduction

3. More Introduction Please do not put your phone on hold; use the mute function or *6 Please type questions or comments into text box If time permits, we will open up the phone lines at the conclusion of the presentation

4. Our Presenters Today: Suki L. Wright, MSM, CSSBB, Director of Organizational Excellence & Innovation, Schneck Medical Center Amy Pettit, MSN, RN, NE-BC, CSSBB, Director of Nursing Excellence and Innovation, Schneck Medical Center Matt Chandler, MS, MBA, RDCS, CES, Director of Cardiovascular Services, Schneck Medical Center

5. Crossroads Schneck Medical Center’s Journey to Excellence Suki Wright, MSM, CSSBB Director of Organizational Excellence and Innovation Amy Pettit, MSN, RN, NE-BC, CSSBB Director of Nursing Excellence and Innovation Matt Chandler, MBA, MS Director of Cardiovascular Services

6. Seymour  Seymour, Indiana

7. Schneck Medical Center Not-for-profit, county-owned hospital Facilities include: –Main campus, 93 all-private suites –State-of-the-art Cancer Center –Rehabilitation Center –Three Convenient Care Centers

8. Key Concepts * Seymour History of Journey Crossroads Transformation of our Journey

9. If you don’t know where you are going, any road will get you there. Lewis Carroll, Novelist Crossroads

10. Racing Towards Excellence 2010 Mock Site Visit KEEP MOVING Roadmap to Excellence 20032003 Committed to Journey 2006 Magnet Site Visit & Designation 2011 Magnet Site Visit & Re-designation 2011 Baldrige Recipient 2008 Submitted to OPE 2009 OPE Site Visit 2010 Application 2011 Application 2007 Application 1 st National Site Visit

11. Baldrige evolution One Department One Committee Six Committees A member of AEC (Administrative Executive Committee) leads each of the categories. The way we do our work

12. 20032003 Committed to Journey 2007 National Application First Baldrige application written in 3 months! Challenges Understand the criteria Lack of state program Understanding the feedback report Complete new assessment or work on OFIs? History of the Journey

13. 2008 Submitted to OPE Quest for Excellence Ohio Partnership for Excellence (OPE) Applied to State Program Automatic Site Visit History of the Journey

14. First Turning Point - Site Visit Growth from preparing for site-visit Mentors –Prescriptive –Shared Best Practices Coach / Consultant Renewed commitment to journey 2009 OPE Site Visit

15. Improvements accelerated Dots started to connect We began to have traction First Turning Point - Site Visit

16. Journey begins to transform Changes ahead

17. Leadership goes first Alignment –Why are we here? –Who are we here for? –What do we do well? –Where are we going? –How are going to get there?

18. Evaluate & Improve Develop strategies, objectives, & options Set Direction Align Processes & People Deploy the Plan Human Resources Fiscal & Operations Customer Service Mission: To provide quality healthcare to all we serve. Quality of Care Vision: To be a healthcare organization of excellence… every person, every time. Values: Integrity + Compassion + Accountability + Vision = Excellence PILLARS of EXCELLENCE Stakeholders: Patients, Patient’s Family, Community, Workforce Set Direction Develop strategies, objectives, & options Align Processes & People Deploy the Plan Evaluate & Improve

19. Operational vs. Functional Leadership goes first

20. Defined Excellence Defined excellence for each of the pillars –Set benchmarks & goals Human Resources Fiscal & Operations Quality of Care Customer Service

21. Inclusion & Transparency Strategic Planning Process –Key Stakeholders President Meeting –Share minutes and financials with all staff

22. Making it Formal Identified Key Processes Process Maps Operational Rhythm Scorecard Reviews Performance Improvement Project Review

23. Accountability Key Process Owners Set metrics and goals Cascading goals Report Outs

24. Crossroads Move forward Quit Change paths Second Turning Point

25. Fully Committed Complete Alignment Integration How we did our work Moving Forward

26. 2010 applied to National Program - Hired examiners for a “mock” site visit Keeping the momentum 2011 applied to the National Program - First national site visit 2011 Baldrige Recipient

27. Progression of improvements

28. T HE R ESULTS Improvements in all four pillars: Quality of Care Customer Service Fiscal & Operations Human Resources

29. Two Hospitals One Heart 90 Better 120

30. 2011 UHC Top Decile = 0.51 Better 2011 UHC Top Quartile = 0.63 Risk Adjusted Mortality

31. Better Outperforming S&P Operating Margin Benchmark 2.8% for A rated hospitals

32. Highly Engaged Workforce Better Employee Engagement

33. Better 24% Decrease

35. 10. Look Back to See How Far you have Come 9. Be Patient 8. Know when to Push, Educate, Slow Down, or Let Go 7. Outside Perspective 6. Provide Ongoing Education 5. Identify Best Practices 4. Network with Others on Journey 3. Commit to Cycle 2. Baldrige Examiner 1. Senior Leadership Commitment Top Ten Takeaways David Letterman Born in Indianapolis and graduated from Ball State University in Muncie Indiana

36. Crossroads Even if you're on the right track, you'll get run over if you just sit there. Will Rogers Do nothing Move forward

37. Crossroads Schneck Medical Center’s Journey to Excellence Suki Wright, MSM, CSSBB Director of Organizational Excellence and Innovation Amy Pettit, MSN, RN, NE-BC, CSSBB Director of Nursing Excellence and Innovation Matt Chandler, MBA, MS Director of Cardiovascular Services

40. Notes will be on our website

41. Cynosure Quality Swap Meet May 21, 2012 www.cynosurehealth.o rg

42. Thanks for joining us today