Process Improvement Practices & Tips for Sustaining Change

Transcription

1 Process Improvement Practices & Tips for Sustaining Change The Beryl Institute Patient Experience Conference April 2012 Mary Vidaurri, R.N., Ph.D. Chief Operating Officer Henry Ford West Bloomfield Hospital

2 Outline Process of creating the customer experience Tools and techniques utilized Outcomes

3 Hospital Overview 191 Beds growth plan to OR suites - building 4 more 24 ICU beds 15 Labor and Delivery Suites Special Care Nursery 8 inpatient pediatric beds 30 private Emergency Department Suite 6 CDU rooms building 8 more rooms 6 Endoscopy Suites 2 Pain Procedure Rooms 4 Interventional Radiology/Cath Rooms

4 It Started with a Vision take health and healing beyond the boundaries of imagination..become a community center for wellbeing

5 Key Dimensions of the Vision Put the patient at the center of all that we do Establish wellness as a central theme Create a healing environment Reach out and involve the community Engage in innovative thinking Select staff based on talent and fit

6 The Experience Blueprint Four filters Safety and Quality Compassionate Care Memorable Experiences Efficiency

7 The Experience Blueprint Facility Healing Environment Northern Michigan Lodge design Feng Shui room design All private rooms with alcoves and quiet environment Expansive Atriums relaxing nature Main street community feel

8 Michigan Visioning

9 Michigan Color Palette

10 Michigan Visioning

11 Inpatient Units with Pond View

12 Henry Ford West Bloomfield Hospital

13 Henry Ford West Bloomfield Hospital

14 Henry Ford West Bloomfield Hospital

15 Entrance to Patient Rooms

16 Patient Room

17 Patient Room

18 Nodes between lodges

19 LDRP Patient Room

20 Patient Nurses Station

21 The Experience Blueprint Patient Centered Concierge program for all patients Room service for patients & visitors In room sleep for family or separate family sleep rooms on floors Wireless internet in all areas

22 The Experience Blueprint Patient Centered GetWell Network - Interactive Patient Care Solution Flat panel TV in each room Patient education programs Immediate feedback on experience or concerns

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40 1. How well is Henry Ford West Bloomfield Hospital meeting your overall needs and expectations? 2. Has your care giver cleaned their hands before entering and exiting your room? 3. If you have experienced any problems, have they been resolved to your satisfaction and in a timely manner? 4. Does all of the staff work together as a team to care for you? 5. Do your caregivers keep you informed about your condition and your care plan?

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42 Immediate Opportunity to Resolve Patient Concerns Start Pathway Negative Respons e? Notification sent to: "Thank You" message prompt sent to patient Patient Prompted to take 5 question survey at 24 hours and 72 hours post admission Patient Re-Prompted every hour x 5 if no response provided Positive Respons e? "Thank You" message prompt sent to patient - Patient Relations - Nurse Manager - SLT End Pathway End Pathway

43 Executive Dashboard

44 Henry Ford West Bloomfield Hospital was the recipient of the Interactive Patient Care Award at the GetConnected 2011 conference. World Class Service and Support

45 Take Health and Healing Beyond the Boundaries of Imagination

46 Community Center for Well Being

47 Michigan Visioning

48 Michigan Visioning

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50 Main Street Henry Ford West Bloomfield Hospital

51 Main Street Henry Ford West Bloomfield Hospital

52 Main Street Henry Ford West Bloomfield Hospital

53 Atrium

54 Donor Wall on Main Street

55 Demonstration Kitchen at Henry Ford West Bloomfield Hospital

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58 Community Center for Well Being

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60 HFWBH Greenhouse

61 Our People

62 The Experience Blueprint Culture Create a talent based organization Utilize Talent Plus tool for hiring selection Talent + Fit x Investment = Growth

63 Talent Prediction Drive Ego drive Focus Intellectual Acumen Intelligence Conceptualization People Acumen Relationship Persuasion Individualized Approach Growth Orientation Response to Negativity Executive Skill Summary

64 Selection, Onboarding Process & Staying Connected with Leadership Talent Plus Senior Executive welcome phone calls Senior Executive presentations at Orientation CEO/COO hold 60 day follow up meetings CEO/COO monthly teas with employees Employee innovation luncheon Safety champion luncheon Hospital and department town hall meetings Leadership rounding

65 Investment in our People Provide professional coaches to leaders Leadership development opportunities Leadership Oakland HFHS Leadership Academy HFHS Advanced Leadership Academy LEAN Education AIDET Education

66 HFWBH Strategic Plan

67 2012 Strategic Goals Engage + Innovate = Grow Employee Engagement Achieve overall Gallup engagement score of 4.2 Customer Engagement Achieve blended top box likelihood to recommend of 82.8% Achieve HCAHPS of 90% at or above national average

68 2012 Strategic Goals Engage + Innovate = Grow Communication Improvement Improve blended press ganey communication metric to 75% Reduce overall harm rate by 8% Financial Stewardship Increase admissions to by % to 14,015 Decrease and maintain readmissions below rate of 9.5% by year end 30 departments achieve Lean Level I

69 Service Excellence Structure Henry Ford West Bloomfield Hospital Steering Committee Inpatient Multidisciplinary Committee Emergency Dept. Multidisciplinary Committee Outpatient Services Multidisciplinary Committee Surgical Services Multidisciplinary Committee

70 Implementation of Follow Up Phone Calls

71 ER Top Box sorted by Post D/C Call Question (by date of visit ) Top Box Score Yes No Arrival Overall Nurses Overall Doctors Overall Tests Overall Family and Friends Overall Personal/Insurance Info Overall Personal Issues Overall Liklihood of recommending Category

72 ER Top Box sorted by Post D/C Call Question (by date of visit ) Top Box Score Yes No Arrival Overall Nurses Overall Doctors Overall Tests Overall Family and Friends Overall Personal/Insurance Info Overall Personal Issues Overall Liklihood of recommending Category

73 Engagement Outcomes Press Ganey 99 th Percentile Likelihood to recommend Top Box First Quarter 2012 = Gallup Survey Results Last survey survey being taken now

74 Number of HCAHPS measures at or above National Average Q1 09 Q2 09 Q3 09 Q4 09 Q1 10 Q2 10 Q3 10 Q4 10 Q1 11 Q2 11 Q3 11 Q4 11 Q1 12 HFH HFMH - W HFWH HFMH HFWBH HFMH (W & CT)

75 Innovation Outcomes Malcolm Baldrige Detroit Free Press Michigan Green Leader Soliant Health Second Place Most Beautiful Hospital Innovation Michigan Award Detroit Impact Award Wildlife Habitat Council Wildlife at Work Award Many Others

76 Henry Ford West Bloomfield Hospital Inpatient Admissions 1,200 Trended Admissions Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec , ,042 1,008 1, ,069 1, ,079 1,043 1,101 1,092 1, ,059 1,058 1,129

77 Henry Ford West Bloomfield Hospital ER Visits 3,800 Trended ER Visits 3,400 3,000 2,600 2,200 1,800 1,400 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ,615 1,711 2,320 2,548 2,888 2,744 2,702 2,753 2,680 2,619 2,774 2, ,614 2,422 2,756 2,744 2,997 3,057 3,124 3,107 2,984 2,944 2,820 2, ,137 3,016 3,363 2,965 3,230 3,301 3,274 3,206 3,074 3,171 3,064 2, ,167 3,126 3,485

78 Henry Ford West Bloomfield Hospital Surgical Cases 900 Trended Surgical Cases Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

79 Henry Ford West Bloomfield Hospital Births 175 Trended Total Births Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

80 Growth Outcomes Stroke Certification Trauma Designation Expansion of Pain Clinic Creation of Men s Health Center & Robotic Center Multidisciplinary Heart & Vascular Institute Opening of Greenhouse and Culinary Education Center Implementation of EPIC System-wide

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