1. Quality Journey – Wednesday March 28, 2012 Sarah Bush Lincoln Health System

2. Sarah Bush Lincoln Health Center Integrated health system –Over 80 physicians –1650 employees –Comprehensive continuum of outpatient and inpatient services including 128 bed, not-for-profit, acute care, general hospital The Joint Commission Accredited Licensed by the Illinois Department of Public Health

3. Why the Baldrige – Quality Journey Things were going well –Finances strong –Employed Physician model –Positive Employee Satisfaction scores Opportunities for Improvement –Patient scores were average at best –Cost of health continued to escalate –Healthcare market changing

4. Timeline of Journey 2005Awarded the Silver Award-first time applicant 2006SBL was not offered an award 2007Partnered with The Baptist Leadership Institute-Excellence a Way of Life 2008Awarded the Silver Award 2011Awarded the Gold Award

5. Three Themes we heard in our Journey Strategic Alignment Exceeding Industry Benchmarks Systematic on going evaluation and Improvement

6. Excellence a Way of Life A valuable tool to move us forward –Focused on creating a Culture of Excellence –Team developed programs. Daily Charge Measuring and reacting to data Employee Engagement Setting performance standards

7. The House of Sarah Bush Lincoln

8. Strategic Plan (Pillars) Improve Patient Experience and Loyalty Improve Clinical and Operational Quality Enhance Human Capital Support Charitable Mission through Service Growth Create Healthy Communities Maintain Financial Viability

10. Sarah Bush Lincoln Health System Mission, Vision, Values Integrated Delivery, Access to Care, Service Excellence 2 SBL Pillars Strategic Plan 3 Excellence a Way of Life Teams 1 Facilitate a Culture of Excellence 7 Every Patient, Every Time, Everywhere 5 Engaged Workforce “Best Work Experience” 6 Integrated Continuum of Services 4 Data through Dashboards, Surveys, Indicators, and Planning Tools that drive continuous improvement Hierarchy of Goals Dashboards

11. Percentile Trends End of 1 st QtrEnd of 2 nd QtrFY12 YTD ACU East 939092 ACU West 9894 W&C 927977 ED 72322 OP Lab 938386 OP Radiology 527367 OP Surgery 704651 OP Rehab 547069 Home Health 5667 POV 687069

12. Celebration Awards Quarterly Celebration Award winners will be announced today Winners were determined by percentile rankings for the July-December time period –70 th percentile – bronze-level winner –80 th percentile – silver-level winner –90 th percentile – gold-level winner

13. Process Management Continuous Improvement

15. Journey Continues Additional Quality Examiner Trainers Senior Leadership delving into process improvement Implementing a LEAN Process (additional tool not a replacement) Apply for Baldrige 201…?