Welcome Reflection. Chris Shaver AVP Patient Experience (806)

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1 Welcome Reflection Chris Shaver AVP Patient Experience (806)

2 Voice of the Customer: Mr. M. Cass & Zoe

3 No One Dies Alone (NODA) Holly LaFebre, Director Covenant Mission Services (806)

What is No One Dies Alone? Our special group of volunteers are called upon when direct care providers and/or chaplains encounter a patient who is dying alone in our hospital.

4 What is No One Dies Alone? Our special group of volunteers are called upon when direct care providers and/or chaplains encounter a patient who is dying alone in our hospital. Volunteers simply serve as a compassionate companion to the dying patient who has no friends or family at his/her beside. Volunteers provide a sacred presence. The most precious gift we can offer others is our presence Thich Nhat Hanh

5 Purpose Justice: We advocate for systems and structures that are attuned to the needs of the vulnerable and disadvantaged and that promote a sense of community among all persons. Dignity: We respect each person as an inherently valuable member of the human community and as a unique expression of life. The NODA program supports not only our mission and values at Covenant Health System but also our Sacred Encounters, Healthiest Communities and Perfect Care long-term goals.

6 When do you call NODA? Criteria for Referrals If a patient is expected to die within hours a healthcare provider or chaplain can call the pager to refer the patient for the NODA program. Assessment Question: Does this patient have family or friends at the bedside? If no, activate No One Dies Alone

7 How do you request NODA volunteers for your patient? Call the NODA pager: Pager response hours: Monday thru Friday, 7am 5pm Volunteers arrive within 1-3 hours of page during response hours

8 Other Details 35 active employee volunteers Since July 3 people / 56 hours Average time 1-2 hours If you are interested in volunteering, please contact Holly LaFebre in Mission Services at

9 ED Patient Family Liaisons Gail Spivey, Director Pt Experience/Guest Services

11 Welcoming Your Patients to ED IMPROVE EXTERIOR SIGNAGE & Parking Access to ED

12 ED Patient Focus Areas Communication & Assistance ED Patient-Family Liaisons 7 days/week Safety & security for patients & staff Reducing patient wait times to see ED physician Satellite Lab in ED Faster admissions to floor

13 Patient Experience/ Guest Services Covenant Family Sleep Rooms 24/7 Guest Request Line ext Administrators on Call and House Supervisors on site 24/7 (call and ask Operator to connect you) Gail Spivey, Director of Pt Experience/Guest Services

14 Direct Admits to Covenant Call Bed Management Rachel Stehling Director of Case Management

15 Help us Spread the Word 3 Objectives to Optimize Throughput and Decrease LOS Discharge Orders by 10 am Discharge all patients going to a post acute venue by Thursday Don t put off until tomorrow what you can do today

16 Coding Updates Beverly Brooks Regional Director of HIM Medical Records and Coding (806)

17 Hearts to Home Susan Barnes Quality Management: QI Specialist Heart Failure Outcomes Manager (806)

18 Hearts to Home A multidisciplinary approach to chronic disease management

19 Hearts to Home Reaching across the continuum Providing optimal evidence based care Beginning at admission Continuing during the transition from hospital to home

20 Managing Chronic Disease Evidence-Based Care Patient Empowerment: Action Plan Optimal Care Transitions Community Partners: Home Health Care Facilities Clinics Follow-up: 3-Day Nurse Phone Call 7-Day Physician Appt.

21 Empower your Heart Failure patients to selfmanage their condition every day! HF education regarding physician follow-up, proper diet, exercise, weight monitoring, and medication adherence.

booklet. Heart Failure is a self-managed condition.

22 HF Action Plan The HF Action Plan (magnet) and Heart Success Calendar are inserted inside the front cover of the booklet. Heart Failure is a self-managed condition. Checkyourself every day. Help prevent worsening HF. Stay healthy at home.

23 Utilize Teach Back Explain the information to the patient or family/caregiver Ask in a non-shaming way for the individual to explain in his or her own words what was understood -- Or ask for return demonstration show back

Heart Failure 30 Day All Cause Readmission Rate Calculated by Rolling 12 Months 24% 22% 21.83% 21.91% 21.29% 21.25% 21.18% 21.08% 21.14% 21.32% 21.28% 21.35% 21.39% 21.47% 21.48% 21.40% 20% 21.17% 21.

24 Heart Failure 30 Day All Cause Readmission Rate Calculated by Rolling 12 Months 24% 22% 21.83% 21.91% 21.29% 21.25% 21.18% 21.08% 21.14% 21.32% 21.28% 21.35% 21.39% 21.47% 21.48% 21.40% 20% 21.17% 21.19% 18% 16% 20.77% 20.59% 21.08% 19.93% 18.98% 17.89% 17.61% 17.46% 17.75% 18.32% 18.46% 17.19% 14% 12% 10% 8% 6% 4% 2% 0% Jul 10 Aug 10 Sep 10 Oct 10 Nov 10 Dec 10 Jan 11 Feb 11 Mar 11 Apr 11 May 11 Jun 11 Jul 11 Aug 11 Covenant Expected Rate

25 9% 8% 7% 8.33% Hearts to Home Readmissions 8.04% 8.08% 6% 5% 6.06% 5.62% 4% 3% 2% 1% 3.85% 2.91% 1.92% 2.44% 3.88% 0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct HH Partners: Accolade, Beyond Faith, Calvert, Direct, Girling, Interim

26 Providing Best Care Improving Quality of Life Reducing Readmissions It s all about the patient!

27 Susan Barnes RN QI Specialist: Coordinator Hearts to Home

28 Construction Update Gary Davis, PE Director of Plant Operations

29 Construction Update South 5 South 5 relocated to East 7 on October 17 th South 9 South 9 relocated to East 6 on October 20 th The renovation of South 5 and South 9 began October 24, 2011 and will take approximately six months to complete.

30 Palliative Care Construction Update The 2nd floor of the old children s hospital is currently being renovated for Palliative Care. We expect Palliative Care to move during the 2 nd week of November. Heart Center 6 Heart Center 6 will become the new overflow unit at CMC. Hybrid Suite The Hybrid Suite in the CMC OR is currently in the design phase. Completion is currently scheduled for next summer.

31 Master Plan Key Milestones CHS Core Team Jul 18, 2011 CHS Core Team Oct 18, 2011 CHS Core Team Nov 16, 2011 CHS Core Team January 2012 CHS Core Team March 2012 Assessment and Evaluation Solution Development Refinement and Detail CHS Core Team Aug 26, 2011 Lean A3 Session Oct 31 Nov 3, 2011 CHS Core Team Dec 16, 2011 CHS Core Team mid-feb 2012 Architecture Co-planning Current Status Facilities Modeling MP Planning Sessions HKS is about half way through their facility assessment phase. Three Work Groups have been established to assist in the planning process. Sg2 will complete their demand forecast in the next 2-3 weeks.

32 CHS Pain Initiatives Regina Phariss Medication Nurse Specialist

33 The mission of CHS is to extend Christian ministry by caring for the whole person - body, mind, and spirit and by working with others to improve health can quality of life in our communities.

34 HCAHPS What is it? The mission of CHS is to extend Christian ministry by caring for the whole person - body, mind, and spirit and by working with others to improve health can quality of life in our communities. SJHS goal for 2012 What are our scores? It s the right thing to do for our patients

35 HCAHPS HCAHPS (Hospital Consumer Assessment of Healthcare Providers & Systems) is the government s national standardized survey instrument to measure patients perspectives on hospital care. It measures patients perception of the consistency with which their needs/expectations were met. The survey uses a rating scale of Never, Sometimes, Usually or Always percent of top box (Always) responses are reported to consumers at HCAHPS is part of CMS Values Based Purchasing program which puts 1% of Medicare payments at risk with the performance period beginning July 1, 2011.

36 NEED DATA

37 Adopt A Unit Pilot South 6 Orthopedics (CMC) Dr. Rob King South 5 Gen Med (CMC) Dr. Ike South 4 Cardiac Tele (CMC) Dr. Jason Bradley 1 South Ortho (W&C) Dr. Bryan Smitherman 2 South Gyn (W&C) Dr. Tracy Suit 5 North Oncology (W&C) Dr. Jose Cruz Pain management is their first initiative!

38 Pain Scale

41 Taking Care of Your Patients Pain C.A.R.E. Channel Pain Toolkit Pain Ease Trial Healthcare Reform Series- Taking the Pain Out of HCAHPS December 2011 Pain Symposium Jan 2012

Health Reform: Increased Consumerism 48% of consumers said they use health websites to find information to make decisions about their healthcare.

44 Health Reform: Increased Consumerism 48% of consumers said they use health websites to find information to make decisions about their healthcare. Making the Web a patient s PRIMARY SOURCE of health-related information, not physicians Source: 2009 PricewaterhouseCoopers consumer survey 44 Copyright 2009 Health Grades, Inc. All Rights Reserved.

McKeever/Bonds, Marketing Health Services,

46 Online health searches are not age-limited 10% of each age group search for health topics daily The Engaged E-patient Population study, Pew Internet & American Life Project, Aug 2008 Copyright 2009 Health Grades, Inc. All Rights Reserved.

47 Patients Researching Physicians 248,942 projected searches in Lubbock on HealthGrades website over next year. Primary Care (FP, IM, Ped) highlighted in green Specialties highlighted in blue 47 Copyright 2009 Health Grades, Inc. All Rights Reserved.

2009-2011 HG.com Growth Trend Disclaimer: Full CY 2011 numbers are a forecast, results may vary. HG.com tracked 64% unique traffic growth since January 2009 48 Copyright 2009 Health Grades, Inc.

HealthGrades Background Leading, Independent Healthcare Ratings

50 HealthGrades Background Leading, Independent Healthcare Ratings Organization, since million unique visitors to each month. Leading Physician Search Information website. Two web properties, HealthGrades.com and BetterMedicine.com. TIME has recognized HealthGrades as one of the 50 Best Websites of 2011! (August 2011) Copyright 2009 Health Grades, Inc. All Rights Reserved.

51 What leads people to HealthGrades? Immediate Health Need Recent diagnosis Chronic condition Symptoms of illness Relocation Provider Search Options Internet Word of mouth Health plan data HealthGrades.com Provider research (information) Quality differentiation Access (PDC) PROBLEM OPTIONS SOLUTION Copyright 2009 Health Grades, Inc. All Rights Reserved.

53 Action-Oriented Patients 93% Are Insured!* 54% of HealthGrades Visitors Make an Appointment 95% of Visitors Who Make an Appointment Do So within a Week Users Broken out by Objectives Percent Appointed with Doctor Time of Scheduling Relative to Visit Researching an existing doctor 28% Did not appoint 46% 5% More Than a Week Researching new doctor(s) and existing doctors Researching a new doctor(s) 32% Appointed with an Existing Doctor Appointed with 18% 40% a New Doctor 36% 54% of HealthGrades visitors looking for a doctor make an appointment 57% 38% Within a Week Same Day *Source: Stax, Inc., Assessing Objectives & Actions Taken Among Users of HealthGrades, April 2011 Copyright 2009 Health Grades, Inc. All Rights Reserved.

com Sales opportunity with patients actively looking for a physician Strategic

55 What does this mean for your practice? 74% of patients consider two or more physicians when researching on HealthGrades.com Sales opportunity with patients actively looking for a physician Strategic funneling, cross-selling & community awareness Convert them to be your patient! PATIENT RETENTION! Copyright 2009 Health Grades, Inc. All Rights Reserved.

Building Strong Patient-Physician Relationships The patient-physician relationship is critical: When patients see themselves as similar to their physician, research shows they are more: Active

57 Building Strong Patient-Physician Relationships The patient-physician relationship is critical: When patients see themselves as similar to their physician, research shows they are more: Active participants in their care plan Satisfied with their care Care Philosophy High Quality Availability Accepted Insurance Photo Specialties Likely to follow treatment plan Translates into greater efficiency (e.g. fewer visits/tests to diagnose and solve the problem) Copyright 2009 Health Grades, Inc. All Rights Reserved.

58 Physician Profile Top 5 Fields There are more than 75 different fields that can be filled in on the Physician Profile. We will concentrate on the Top 5 Fields. In general, filling out and/or verifying these five fields takes about 15 minutes. Photographs Procedures Performed Conditions Treated Accepted Health Plans Care Philosophy Top 5 Fields Copyright 2009 Health Grades, Inc. All Rights Reserved.

How to Log In First-time Users Type physician or provider name and state. Select Continue.

com/profileupdate Every practicing physician and health care provider in the county has a

59 How to Log In First-time Users Type physician or provider name and state. Select Continue. Practice Manager associates themselves with a physician. Every practicing physician and health care provider in the county has a HealthGrades profile, containing a mix of publicly available information. Registering means creating a user account that allows you to update the physician profile. Note: Multiple physicians can be managed with the creation of a practice and accessed through one user account. Copyright 2009 Health Grades, Inc. All Rights Reserved.

MD I am the administrator for John Smith

60 Physician or Practice Administrator? Step 1: Select who is registering *************** You may enter NPI # or State Medical License # I am John Smith MD I am the administrator for John Smith MD Copyright 2009 Health Grades, Inc. All Rights Reserved.

Quality Management Report 2017 Q2

Quality Management Report 2017 Q2 Quality Management Program CMS STAR Ratings Member Satisfaction (CAHPS & HOS) HEDIS Risk Adjustment DHS Member Incident Reporting Member Satisfaction Surveys Pay for Performance