Objectives. Southern Ohio Medical Center. Values-Based Leadership. Leadership Philosophy 5/10/2013

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Teresa Quinn
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1 Objectives Describe strategic leadership structure. Identify a process for development and dissemination of monthly service messages. Discuss key service messages, specific survey questions and documented outcomes. 24 Messages in 24 Months: Tactics to Improve Service Results June 4, :30am Valerie DeCamp, RN, BSN, MHA, NE-BC Mary Kate Dilts Skaggs, RN, MSN, NE-BC Southern Ohio Medical Center Southern Ohio Medical Center Our Mission, Vision and Values Location: Portsmouth, Ohio Rural Community 421 Licensed Beds 222 Staffed Beds All Private Rooms Average Daily Census: 168 Length of Stay: ,606 Outpatient Visits 52,000 ED Visits 1,146 Births 2,200 employees Magnet Recognition January 2008 Fortune , 2009, 2010, 2011, 2012 Best Employer in Ohio 2006, 2007, 2008, 2009, 2010, 2011 #1 Rank in 2008 and 2010 VPP Status 2008 Chest Pain Accredited CARF Accredited Joint Commission Accredited ACOS Cancer Center Accredited Our Mission We will make a difference. Our Vision We will become the leading medical center in our region. Our Cardinal Value We honor the dignity and worth of each person. Our Strategic Values Safety Quality Service Relationships Performance Values-Based Leadership Values: Provide a reason to believe. Serve as guidelines for our behavior, interaction and communication. Provide context for decision-making and more freedom to make a difference. Serve as a blueprint for creating a work environment that drives success. Strategic Values: Safety, Quality, SERVICE, Relationships, Performance Leadership Philosophy Leaders exist to produce results. Leadership is about trust and not about power. The role of leader as servant. The role of leader as employee advocate: to support, develop and help employees. Bridge people to the mission Why we go to work each day and feel good about it. 1

24 Messages in 24 Months: Tactics to Improve Service Results June 4, 2013 10:30am Valerie DeCamp, RN, BSN, MHA, NE-BC Mary Kate Dilts Skaggs, RN, MSN, NE-BC Southern Ohio Medical Center Southern Ohio

2 Structure Service Leadership Goal is Excellent in a world with Perfection overall as the target Current standing 75% service perfection based on Excellent Percentile Department Dashboards Structure Expectations for Directors of Service Leadership As leaders we expect the following: Attend weekly accountability meetings with Directors & Executive Champions or send written report; may send staff member substitute to meeting. Know your data. Service stories. Audits. Report department progress toward goals. Coaching Update (AIDET+C). Offer suggestions to others. Share Best Practices and implementation strategies. Create Monthly Service message. Focus on success along with failures and plan for improvement. Service Leadership Team Director of Heart & Vascular Services Director of Laboratory Director Inpatient Services Director of Emergency, Pediatrics and Outpatient Services Director of Surgical Services Director of Home Care Services Director of Hospice Director of Medical Imaging Director of Cancer Center Director of Outpatient Rehab Office Manager, Medical Foundation Offices Office Manager, Occupational Medicine Vice President Patient Services (CNO) Selection of Service Indicators PRC data for Core Service Lines Representative of our entire organization HCAHPS Home Care CAHPS Future CG-CAHPS Rolling 12 Month - All Areas Overall Month (Apr 13,Mar 13,Feb 13,Jan 13,Dec 12,Nov 12,Oct 12,Sep 12,Aug 12,Jul 12,Jun 12,May 12) PRC HCAHPS Service Directors/Weekly Leadership Development Institute (LDI) - Service Department Team Service Board 2

member substitute to meeting. Know your data. Service stories. Audits. Report department progress toward goals. Coaching Update (AIDET+C). Offer suggestions to others.

3 The Role of Department Unit Based Strategic Value Service Teams Own the strategic values and the indicators associated with that value Meet regularly Review dashboard indicators with laser focus Take action on indicators based on input from staff, evidence and research Service Champions Disseminate the Data -Current dashboards posted in every department. -Available by unit on the intranet site -Reviewed at monthly staff meetings -Staff involvement in selection of indicators and development and monitoring of action plans and task lists -Core Quality Measures (CMS) & Operational Indicators -Celebration of incremental achievement Dashboards create focus At-a-glance format Key indicators are monitored Quick identification of problems Allows for quick action SOMCService Dashboard FY 13 Patient-Centered Perfection is the Goal Indicator Goal HC? Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun YTD Improve Patient Perception of Care PRC Indicators Outpatients Cath Lab Overall 100th (Lytten/Fraulini/ Burchett) Cardiovascular Testing (McDaniel/Fraulini/ Burchett) Laboratory (Scott/Burchett) Oncology (Waugh/Burchett) X-Ray (Pemberton/ Burchett) Cat Scan (Blair/Pemberton/ Burchett) MRI (Overacre/Pemberton/ Burchett) Nuclear Medicine (Kouns/Pemberton/ Burchett) 100th th th th th th th Breast Center (Pemberton/ Burchett) 100th Safety Quality Service Relationships Performance Tasklist? = Explanation/Calculation HC = Hospital Compare 35 - Overall, would you rate the quality of care provided as: Where did this journey begin? Why did we create monthly service message? 3

-Available by unit on the intranet site -Reviewed at monthly staff meetings -Staff involvement in selection of indicators and development and monitoring of action plans and task lists -Core Quality

4 24 - How would you rate the courtesy and friendliness shown to (you/your family member) by all hospital employees? Would you say: 14 - More specifically, how would you rate the nurses': Instructions or Explanations of (Your/Your Family Member's) Treatment or Tests? Would you say: 8 - The next few questions are about NURSING at [+hospname+]. Would you say nursing is "Excellent," "Very Good," "Good," "Fair," or "Poor" on the following areas: Assessment and Monitoring of Patient Status? 4

Member's) Treatment or Tests</B>? Would you say: 8 - The next few questions are about NURSING at [+hospname+].

5 21 - In addition, how would you rate the doctors on: Discussing Any Anxiety or Fears (You/Your Family Member) May Have Had About (Your/His or Her) Medical Condition and Treatment? Would you say: 19 - In addition, how would you rate the doctors on: The Instructions or Explanations of (Your/Your Family Member's) Treatment or Tests? Would you say: 15 - Would you rate the overall teamwork between the doctors, nurses, and staff as: 5

Would you say: 19 - In addition, how would you rate the doctors on: <B>The Instructions or Explanations of

6 9 - The next few questions are about NURSING at [+hospname+]. Would you say nursing is "Excellent," "Very Good," "Good," "Fair," or "Poor" on the following areas: Collaboration with Physicians? 31 - Overall, would you rate the level of safety (you/your family member) felt while in the hospital as: 6

on the following areas: <B>Collaboration with Physicians</B>?

7 7

8 15 - More specifically, how would you rate the nurses': Respect for (Your/Your Family Member's) Privacy? Would you say: 11 - More specifically, how would you rate the nurses': Communication with (You/Your Family Member)? Would you say: 8

Would you say: 11 - More specifically, how would you rate the

9 25 - Would you rate the management of (your/your family member's) pain by the hospital staff as: 68 - Before giving (you/your family member) any new medicine, how often did hospital staff describe possible side effects in a way (you/he or she) could understand? Would you say: 9

member) any new medicine, how often did hospital staff describe

10 13 - More specifically, how would you rate the nurses': Promptness in Responding to (Your/Your Family Member's) Calls? Would you say: Cancer Services Cancer Services Cancer Services 10

11 Cancer Services What is the Result? = messages in 24 months = 83.5 percentile rank! 35 - Overall, would you rate the quality of care provided as: Any questions? Valerie DeCamp, RN, BSN, MHA, NE-BC decampv@somc.org Mary Kate Dilts Skaggs, RN, MSN, NE-BC skaggsmk@somc.org Safety Quality Service Relationships Performance 11

35 - Overall, would you rate the quality of care provided as: Any questions?

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