Mercy Medical Center - Roseburg Debbie Boswell, CNO/COO

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1 Mercy Medical Center - Roseburg Debbie Boswell, CNO/COO June 25, 2013

2 About Us: Mercy Medical Center Established in 1909 by the Sisters of Mercy Located in Roseburg, Oregon 174 licensed beds (141 operational) ADC 71.8 Sole community provider Catholic Health Initiatives (CHI), which ranks as the nation s second-largest Catholic health care system 188 physicians on staff Provide over $48 million in community benefits 2

3 The Changing Environment A patient centered movement has been active across the US for many years AHRQ, IFCC, IHI, IOM, & TJC the Institute of Medicine s 2001 report, Crossing the Quality Chasm: A New Health System for the 21st Century, called for health care systems that: Respect patients values, preferences, and expressed needs Coordinate and integrate care across boundaries of the system Provide the information, communication, and education that people need and want Guarantee physical comfort, emotional support, and the involvement of family and friends 3

4 How We Got Started Obtaining Community insight is priceless, they see things we cannot see. Goals: Have direct feedback from patients and families who have experienced care within the past year Continue to enhance safety and quality Keep the patient/family at the center of care to help improve Mercy s patient and family experiences 4

Patient & Family Advisory Council (PFAC) Formed in January 2011 Establish a forum for patients and families to bring their experience, expertise, insights, and perspectives Looked for members who are

5 Patient & Family Advisory Council (PFAC) Formed in January 2011 Establish a forum for patients and families to bring their experience, expertise, insights, and perspectives Looked for members who are supportive of the hospital but who also have questions for us Supported by Mercy Leadership Volunteer membership Invitation to informational meetings sent to 12 community members Requested 2 year commitment An in-depth one on one tour and orientation before first meeting 5

6 First year focus: First Steps Education/information/knowledge of healthcare environment Develop a working knowledge of hospital functions and departments to facilitate PFAC input Better understanding of patient experience at Mercy including the Patient Satisfaction Surveys (HCAHPS) Understand the regulatory nature of healthcare and review of the many agencies involved in ensuring quality 6

7 Role of PFAC Members We wanted them to: 1. Be Mercy Ambassadors in our Community Provide the information we wanted shared by a dedicated and knowledgeable community member 2. Act as Secret Shoppers 3. Hold us accountable for Patient Satisfaction 4. Review and make recommendations as requested Waiting room areas Dress code Facility cleanliness 7

Mercy Ambassadors The Council members have become Ambassadors for Mercy in our community Members serve as a voice for the hospital; communicate the positive experience of being involved in making

8 Mercy Ambassadors The Council members have become Ambassadors for Mercy in our community Members serve as a voice for the hospital; communicate the positive experience of being involved in making changes that directly impact patient experiences, improving the community perception of MMC. Presentations to community groups Interviews to local media Presented at MMC staff Town Hall Session Informational table at annual employee health fair 8

9 PFAC Members Go Undercover! One of the greatest benefits of having a PFAC is receiving feedback, both good and not so good from our customers: General Impressions: Cleanliness Signage/Wayfinding Staff Cafeteria (provided meal vouchers) Always looking at staff Friendliness/Helpfulness/Professionalism 9

10 Patient Satisfaction Transparency of all HCAHPS scores Members challenged us to improve Reviewed and made recommendations for all departmental improvement plans Provided community feedback Mystery shopper feedback 10

11 PFAC Activities Reviewed and made recommendations on proposed dress code policy changes Critiqued newly created hospital video with recommendations prior to implementation Collaborated on design of Patient Guide Provided insights for improving quality, safety and the patient experience Identified need for ICU waiting room remodel 11

12 Successes Goal: Improve Overall Rating of Hospital top box score by 10% and percentile ranking by 30% compared to FY11 Actual: Top box score increased by 11% and percentile ranking by 41% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% Top Box Percentile 30.0% 20.0% 10.0% 0.0% 2nd Qtr sr Qtr th Qtr rd Qtr nd Qtr st Qtr th Qtr rd Qtr nd Qtr st Qtr

13 Barriers and Solutions Barriers Several members resigned in first year Council member post CVA had difficulty with speech, feeling involved Member used the council as forum to vent dissatisfaction with the facility Hospital experiences too varied Is the small number of members representative of all of our patients Inexperience with serving on Advisory Councils No defined term limits Department leader availability for presentations Staff time Solutions Identified additional community members for Council One on one discussions after meeting, more written information Discussion with member regarding role of the Council opted to resign Required significant education time Revise Council to focus on specific service lines Increase review of experience in application process Set term limits up front Continues to be a challenge with multiple priorities Dedicated staff to the PFAC 13

14 Advice for Others & Lessons Learned Clearly identify characteristics you are seeking in council members Require recent (within 1 year) experience Interview potential members in advance Don t underestimate the amount of education required for the members Focus on specific service line or topic Increase clinical staff involvement Clinical co-chair 14

15 Plans for Future/Expansion PFAC members feel involved and meaningful contributors Senior leadership and corporate support Recognition of the importance of patient & family focus Plan to revise to a service line focus Multiple PFAC councils may be needed 15

16 Next Steps Implement necessary endings Consider service line specific Councils Identify members with specific expertise Customer Service Community Relations Presentation Skills Next generation of PFACs will include the expansion into ambulatory and post-acute 16

17 Contact Information Debbie Boswell, RN, COO/CNO Kathleen Nickel, Director Marketing/Communications

18 Questions 18

ECU Teacher s in Quality Academy Vidant Health Quality Program. Learning Session 1 March 24, 2014

ECU Teacher s in Quality Academy Vidant Health Quality Program Learning Session 1 March 24, 2014 Objectives 1. Describe organizational approach to patient safety/quality improvement at Vidant Health and