2.  Introduction  Problem Descriptions Table  Pareto Diagram of Problems  “Top Four” Problems › Patient Priority › Lack of Technology › Communication › Time Management  Conclusion/Recommendations Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 2 Presented Dec. 2, 2010

3.  IDM 355 class evaluated 242 responses for Staff Survey question 6 “Please describe challenges that make it difficult to deliver patient care within the Piedmont system. Please be specific. What is it about the challenge that makes it difficult to deliver care?”  As a class we created 19 Problem Categories and classified each response to one or more categories  We developed a Pareto Diagram for the Categories  The Report presents the “Top Four” Categories Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 3 Presented Dec. 2, 2010

4. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 4 Problem CategoryDescription Behavior IssuesOverall negative attitudes and actions of employees and patients towards one another. Communication IssuesVerbal or written exchanges between patients, staff, departments, families, etc. Lack of ResourcesNeed for supplies throughout the facility. Lack of TeamworkNeed for cooperation between employees. Lack of TechnologyNeed for equipment, computers, etc. OtherAll issues that are not categorized into the other 18 categories. Money InefficiencyNot using finances for more important issues. No Company PoliciesNeed for general policies in a certain department. OrganizationDisorganization of the workplace. Overwhelming WorkloadToo many tasks assigned to an individual employee or department. Paperwork IssuesRedundancies and errors in documentation. Patient PriorityInability and difficulty to provide quality patient care. Technical IssuesMaintenance of technology. Time Management Challenges that were time consuming, repetitive, and/or the staff was constantly waiting on someone or something vital to patient care. Under-StaffedLack of employees in a given department. Universal SystemUnnecessary duplication of effort and lack of standardization. Use of ResourcesInefficient use of resources. Worker ErrorResult of processes and procedures not being followed. Working ConditionsIssues with the overall working environment. Presented Dec. 2, 2010

5. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 5 Presented Dec. 2, 2010

6.  Description: Inability and difficulty to provide quality patient care  Most frequent category, 44 respondents out of 242  Since category was very broad, we split it up into three subcategories: › Documentation › Short-Staff of Nurses › Availability of Beds and Waiting Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 6 Presented Dec. 2, 2010

7.  Documentation is often repetitive and creates a low morale among employees, hindering overall patient care.  Reducing the amount and redundancies of documentation would increase morale, therefore increasing the quality of patient care. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 7 Presented Dec. 2, 2010

8.  In our opinion, this is the greatest issue and should be dealt with first.  Short-staffing creates a sense of being rushed from one patient to another, and leaves employees feeling unable to spend enough time with the patients. Correcting this issue gives nurses the needed time with patients to give adequate care. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 8 Presented Dec. 2, 2010

9.  Decreased bed availability creates increased waiting for patients. This can cause their original condition to worsen due to not being treated soon enough.  Increasing the number of beds in a given facility would increase chances of getting to a patient and treating their condition before it gets worse, thereby improving patient care. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 9 Presented Dec. 2, 2010

10.  Lack of needed equipment  Outdated equipment  Cumbersome equipment Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 10 Presented Dec. 2, 2010

11.  A lot of complaints revolved around computers.  The need for electronic filing ability.  Devices that help develop a more efficient patient care system. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 11 Presented Dec. 2, 2010

12.  Equipment that are outdated and less efficient then newer versions.  Old equipment that is broken and lost it’s usefulness. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 12 Presented Dec. 2, 2010

13.  Equipment that causes problems when used › Complications in working the equipment. › Lack of knowledge on equipment. › Internal problems. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 13 Presented Dec. 2, 2010

14.  Problems › Locating nursing staff › Accomplishing tasks › Reading the doctor’s handwriting  Questionable results  Language Barriers Resp557: “Communication is probably the biggest challenge for staff and other departments working with the patient. Patients may get confused and lost in the day to day works.” Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 14 Presented Dec. 2, 2010

15. Between: › Staff and patients  Leaves patients frustrated with healthcare systems › Other departments  Lack of knowledge of subject at hand  Technology is outdated Partial quote from Resp54 “I think if we get the epic system that would help in all area with communication…Many of us have wondered why we so many programs...they do not talk to oneanother.” (sic) Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 15 Presented Dec. 2, 2010

16. Solutions Suggested by the Respondents to the Survey:  Computerized Orders › Resp118 (partial) “Orders should be computerized for patient safety especially.”  Training in Teamwork › Resp617 “To my knowledge there is no one to come out and assure that all facilities have the latest training and/or yearly inservices to allow us to continue to provide quality care to our patients.” Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 16 Presented Dec. 2, 2010

17.  Challenges that were time consuming, repetitive, and/or the staff was constantly waiting on someone or something vital to patient care.  Accounted for 35 responses from 242 respondents. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 17 Presented Dec. 2, 2010

18.  Complaints › Tedious & Cumbersome › Decentralized computer system › Not User-Friendly  Responses › Resp 108: “Continually having to repeat charting…” › Resp 405: “Quest nursing documentation is tedious, time-consuming and nearly impossible to read back time or event- related situations. Read some nurse's notes... terribly redundant.” Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 18 Presented Dec. 2, 2010

19.  Waiting › For doctors and other staff › Information from other facilities › Medications from the Pharmacy  Responses › Resp 770(partial): “1)Pharmacy not delivering meds to nurse servers in a timely manner. 2)Housekeeping very slow to clean discharge rooms and so room turnover is slow - patient delays ” Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 19 Presented Dec. 2, 2010

20.  Computer documentation › Look for way to change existing system into a simpler one that links departments  Waiting › Forum with various employees to discuss suggestions for process improvement Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 20 Presented Dec. 2, 2010

21.  All four problem categories can be addressed at the same time because they are interconnected. Addressing these problems can improve the company’s overall performance.  We recommend that Piedmont look further into these problems and apply lean techniques to streamline some of these processes so that patient care will be improved, and the hospital efficiency will also improve.  Employees are the best source for solutions due to the fact that they know the inner working of the hospital and what events occur on a daily basis. Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 21 Presented Dec. 2, 2010

22.  Please refer to our written report for more detailed analysis and quotations from respondents.  Team members › Amber › Alex › Kevin › Kristen  Faculty › Dr. Joan Burtner – Burtner_J@Mercer.edu Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis 22 Presented Dec. 2, 2010