Using HCAHPS Survey Custom Questions to Drive Staff Engagement

Size: px
Start display at page:

Download "Using HCAHPS Survey Custom Questions to Drive Staff Engagement"

Transcription

1 Using HCAHPS Survey Custom Questions to Drive Staff Engagement Diana Topjian, RN, MSN, D.M., C-ENP Account Lead/Coach Studer Group

2 Outcome Goals Verbalize the value of adding HCAHPS custom questions to the survey to deepen staff engagement Describe how to use the results from custom HCAHPS to engage staff Develop a plan to implement the custom questions in your organization 2

3 Execution Framework: Evidence-Based Leadership SM LEADER EVALUATION Implement an organization-wide leadership evaluation system to hardwire objective accountability LEADER DEVELOPMENT Create process to assist leaders in developing skills and leadership competencies necessary to attain desired results MUST HAVES Rounding, Thank You Notes, Employee Selection, Pre and Post Phone Calls, Key Words at Key Times PERFORMANCE GAP Re-recruit high and middle performers, Move low performers up or out STANDARDIZATION Agendas by pillar, peer interviewing, 30/90 day sessions, pillar goals ACCELERATORS Leader Evaluation Manager Validation Matrix SM Provider Feedback System SM Studer Group Rounding Patient Call Manager TM 3

4 Change Heath 4

5 Focused Behaviors and Tactics: Direct the Rider Hourly Rounding Bedside Shift Report Nurse Leader Rounding Post Discharge Calls 5

6 Connecting Heart and Mind 6

7 Randy Johnson BA Director of Marketing THE HEART HOSPITAL Baylor Plano

8 Did you know? If 99% is good enough, then: 2 newborns will be given to the wrong parents daily. 03,260 income tax returns will be processed incorrectly this year. Two plane landings daily at O' Hare International Airport in Chicago will be unsafe. 8,322 pieces of mail will be mishandled in the next hour. 29 pacemaker operations will be performed incorrectly this year. 20,000 incorrect drug prescriptions will be written in the next 2 months

9 Did you know? If 99% is good enough, then: 07 incorrect medical procedures will be performed by the end of the day today. 2,000,000 documents will be lost by the IRS this year. 22,000 checks will be deducted from the wrong bank accounts in the next 60 minutes.

10 Finding Meaning through Data Up to Date Understandable Meaningful Connects to Actions

11 HCAHPS (Overall) - Goal - > 80 th percentile in 6 of the composites Q4 FY 5 (Jul Aug 7) Current Quarter n=39 Q3 FY 5 (Apr Jun) Prior Quarter n=27 Q2 FY 5 (Jan - Mar) n=28 Q FY 5 (Oct - Dec) n=23 Overall Rating of Care 38% 69% 76% 28% 54% 88% Communication with Nurses 78% 99% 86% 88% 95% 93% Nurses treat with courtesy/respect 90% 99% 49% 9% 90% 85% Nurses listen carefully to you 56% 99% 9% 75% 89% 97% Nurses expl in way you understand 80% 99% 95% 92% 98% 83% Communication with Doctors 49% 97% 46% 73% 73% 87% Doctors treat with courtesy/respect 84% 97% 62% 62% 82% 86% Doctors listen carefully to you 76% 96% 67% 87% 83% 92% Doctors expl in way you understand 8% 96% 20% 63% 55% 78% Responsiveness of Staff % 84% 76% 60% 64% 8% Call button help soon as wanted it 25% 83% 80% 66% 69% 83% Help toileting soon as you wanted 6% 79% 66% 53% 59% 76% Pain Management 34% 83% 70% 60% 67% 86% Pain well controlled 7% 73% 70% 5% 58% 65% Staff do everything help with pain 80% 87% 64% 66% 75% 95% Communication re Medication 5% 93% 73% 80% 74% 94% Tell you what new medicine was for 47% 89% 56% 4% 59% 93% Hospital Environment 74% 98% 95% 86% 92% 92% Cleanliness of hospital environment 97% 92% 87% 7% 86% 87% Quietness of hospital environment 38% 97% 93% 87% 89% 90% Discharge Information 88% 89% 48% 68% 70% 8% Staff talk about help when you left 90% 85% 42% 72% 66% 75% Info re symptoms/prob to look for 78% 87% 57% 58% 66% 79% Transition of Care 46% 92% 36% 70% 65% 70% Hosp staff took pref into account 50% 95% 59% 59% 73% 80% Good understanding managing health 43% 87% 27% 55% 55% 60% Understood purpose of taking meds 40% 96% 9% 72% 62% 60% FY 5 YTD n=47 FY 4 YTD n=428

12 Action Plan: Communication with Nurses Communication with Doctors Bedside Shift Report (to include Patient Communication Board) Responsiveness of Staff Purposeful Hourly Rounding Pain Management Establishing a pain goal and managing expectations Communication re Medication Hospital Environment Discharge Information Transition of Care Source: Hospital System in the SE 2

13 Using Data to Connect the Heart and Mind: HCAHPS Key Focus Questions for Comparisons:. 2. HCAHPS Custom Questions How often did nursing staff come into your room to check or round on you during the day? Would you say every hour, every two hours, every few hours, or a couple of times a day? Did a nurse leader visit you during your stay? Y/N/Unsure 3. After discharge, did you receive a phone call from a hospital staff member regarding your recovery at home? 4. At shift change, did the nurses include you in their conversation regarding your plan of care? 3

14 Percentile Rank HCAHPS Overall Rating Did a staff member visit you hourly? n=3 n=49 n=74 n=42 Q5 2Q5 YES NO *Data pulled from Press Ganey by discharge date **Percentile rankings based on 3Q3-2Q4 CMS results ***Major SE System 9% Average increase in %ile ranking when answered yes to staff member visit

15 Did a Nurse Leader visit you during your stay? Overall Hospital Rating Comm. With Nurses Response of Hosp. Staff 60 Comm. With Doctors Hosp. Environment Pain Management Comm. about Medicines Discharge info Care Transistions 0 0 Carolina East YES 2 NO

16 HCAHPS Custom Question: Greenville Hillcrest Correlation with Nurse Leader visit Did a nurse manager from patient care visit? N=24 3 N= 49 N= 3 YES N=5 NO N=0 6 N= 7 *Data pulled from Press Ganey by discharge date Date Range Oct., 205- to date

17 HCAHPS Custom Questions: Rutland Regional Medical Center NLR-Nurse Leader Rounding PDC-Post discharge call 7

18 Impact to HCAHPS: Transition of Care Call Received vs. Not Received How often did hospital staff describe possible side effects in a way you could understand? Source: Major Hospital in SE region How often did the hospital staff tell you what the medicine was for? Received Call No Call Did the MDs, Nurses, or other hospital staff talk with you about whether you would have the help needed when you left the hospital?

19 Leader Round and PCM Call Overall Hospital Rating Comm. With Nurses Response of Hosp. Staff Comm. With Doctors Hosp. Environment Pain Management Comm. about Medicines Discharge info Care Transistions 0 0 YES NO Carolina East 9

20 THE HOW 20

21 Outcome Goals Verbalize the value of adding HCAHPS custom questions to the survey to deepen staff engagement Demonstration of correlation of behavior to patient s experience Develop a plan to implement the custom questions in your organization Identify key words Determine tactic(s) to use (usually those you are struggling to hardwire) Discuss with vendor Describe how to use the results from custom HCAHPS to engage staff Huddles, staff meeting, posted on pillar board; connect the action to the outcome and the difference one person can make 2

22 Always bring it back to values..." Quint Studer 22

23 Change 23

24 EVALUATION REMINDER: We want your feedback to get better. Please remember to take the session evaluation. Thank you! Insert Your Photo Here Diana Topjian, RN, MSN, D.M., C-ENP Account Lead/Coach

25 Next Presentation: Reducing Readmissions through Recurring Care Transition Calls Erin Shipley, RN, Studer Group Coach & Rachael Johnson, Studer Group Solutions Specialist

Discharge Information

Discharge Information Discharge Information Yes, patients were given information about what to do during their recovery Vikki Choate, MSN, RN, CCM, RN-BC, CPHQ Nashville, TN May 14-15, 2013 Learning Objectives At the end of

More information

PATIENT SATISFACTION REPORT HCAHPS 1 - Inpatient Adult Units APRIL DATA - Final Report 2

PATIENT SATISFACTION REPORT HCAHPS 1 - Inpatient Adult Units APRIL DATA - Final Report 2 FEB MAR APR 201-02 201-03 201-04 n=113 n=119 n=89 PATIENT SATISFACTION REPORT HCAHPS 1 - Inpatient Adult Units APRIL DATA - Final Report 2 MONTHLY % Top Box FY % Top Box FY %ile Rank 3 12-month* % Top

More information

PATIENT SATISFACTION REPORT HCAHPS 1 - Inpatient Adult Units MARCH DATA - Final Report 2

PATIENT SATISFACTION REPORT HCAHPS 1 - Inpatient Adult Units MARCH DATA - Final Report 2 JAN FEB MAR 201-01 201-02 201-03 n=123 n=113 n=119 PATIENT SATISFACTION REPORT HCAHPS 1 - Inpatient Adult Units MARCH DATA - Final Report 2 MONTHLY % Top Box FY % Top Box FY %ile Rank 3 12-month* % Top

More information

HCAHPS. Presented by: Bill Sexton. Proudly recognized as one of the Nation s Top 100 Critical Access Hospitals - ivantage Health Analytics

HCAHPS. Presented by: Bill Sexton. Proudly recognized as one of the Nation s Top 100 Critical Access Hospitals - ivantage Health Analytics HCAHPS Presented by: Bill Sexton HCAHPS results will impact your organization's reimbursement in the era of health care reform HCAPHS results are a quality metric, not just a patient satisfaction metric

More information

nicheprogram.org 2016 Annual NICHE Conference Care Across the Continuum 1

nicheprogram.org 2016 Annual NICHE Conference Care Across the Continuum 1 Phelps Memorial Hospital Center 5 South Bernadette Hogan, RN, Nurse Manager, Telemetry Mariel Consagra, RN, Anne Moss, RN Blessy Jacob, Pharm D, Clinical Pharmacy Coordinator Demographics 283 acute care

More information

Responsiveness of Hospital Staff. Julie Kennedy BSN, RN

Responsiveness of Hospital Staff. Julie Kennedy BSN, RN Responsiveness of Hospital Staff Julie Kennedy BSN, RN Nashville, TN May 14-15, 2013 Past Present Future Responsiveness in healthcare s past Responsiveness now IP Hourly Rounding Study with top reasons

More information

Follow Up on Bedside Reporting. IHI Expedition Improving Your HCAHPS Scores Through Patient Centered Care. Today s Topics

Follow Up on Bedside Reporting. IHI Expedition Improving Your HCAHPS Scores Through Patient Centered Care. Today s Topics Follow Up on Bedside Reporting The call content prompted us to: Make concrete plans to move shift report to the bedside Actually run a test of doing shift report at the bedside Make revisions to the way

More information

Hourly Rounding: A Must Have Safety Strategy

Hourly Rounding: A Must Have Safety Strategy Hourly Rounding: A Must Have Safety Strategy Faye Sullivan, RN Studer Group Coach Session Objectives At the end of this session, participants will be able to: Describe direct impact Hourly Rounding has

More information

CME Disclosure. HCAHPS- Hardwiring Your Hospital for Pay-for-Performance Success. Accreditation Statement. Designation of Credit.

CME Disclosure. HCAHPS- Hardwiring Your Hospital for Pay-for-Performance Success. Accreditation Statement. Designation of Credit. CME Disclosure Accreditation Statement Studer Group is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. Designation

More information

Outline. I Love My Intern! How can we involve residents in patient satisfaction?

Outline. I Love My Intern! How can we involve residents in patient satisfaction? I Love My Intern! How can we involve residents in patient satisfaction? APDIM Fall Meeting October 2012 Outline Pre Assessment Introduction Small Groups Small Group Presentations G.U.I.D.E. TM Conclusions

More information

The Patient Experience at Florida Hospital Learning Module for Students

The Patient Experience at Florida Hospital Learning Module for Students The Patient Experience at Florida Hospital Learning Module for Students 1 Introduction Adventist Health System and its East Florida Region hospitals welcome the privilege to provide a wellrounded learning

More information

CME Disclosure. Accreditation Statement. Designation of Credit. Disclosure Policy

CME Disclosure. Accreditation Statement. Designation of Credit. Disclosure Policy CME Disclosure Accreditation Statement Studer Group is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. Designation

More information

Advancing Accountability for Improving HCAHPS at Ingalls

Advancing Accountability for Improving HCAHPS at Ingalls iround for Patient Experience Advancing Accountability for Improving HCAHPS at Ingalls A Case Study Webconference 2 Managing your audio Use Telephone If you select the use telephone option please dial

More information

CAHPS Focus on Improvement The Changing Landscape of Health Care. Ann H. Corba Patient Experience Advisor Press Ganey Associates

CAHPS Focus on Improvement The Changing Landscape of Health Care. Ann H. Corba Patient Experience Advisor Press Ganey Associates CAHPS Focus on Improvement The Changing Landscape of Health Care Ann H. Corba Patient Experience Advisor Press Ganey Associates How we will spend our time together Current CAHPS Surveys New CAHPS Surveys

More information

Value Based Purchasing

Value Based Purchasing Value Based Purchasing Baylor Health Care System Leadership Summit October 26, 2011 Sheri Winsper, RN, MSN, MSHA Vice President for Performance Measurement & Reporting Institute for Health Care Research

More information

Thursday, October 11, 2012 Gaylord Opryland Resort and Convention Center Nashville, TN

Thursday, October 11, 2012 Gaylord Opryland Resort and Convention Center Nashville, TN Thursday, October 11, 2012 Gaylord Opryland Resort and Convention Center Nashville, TN Keynote Quint Studer Thursday, October 11, 2012 Observations No victim thinking Control our own destiny People need

More information

The Clinician s Impact on the Patient Experience

The Clinician s Impact on the Patient Experience The Clinician s Impact on the Patient Experience Michelle George MSN RN CASC 1 Objectives Achieving desired clinical outcomes through safety initiatives and clinical best practices Communication and engagement

More information

Accountability Agreement Tool Kit

Accountability Agreement Tool Kit 0 Organization-Wide Leadership Accountability Agreement Effective I. HCAHPS Goals (Provider of Choice) # 12 Mos High 12 Mos Low 1 1. Communication with nurses 2. Communication with doctors. Responsiveness

More information

Patient Experience: Good to Great!

Patient Experience: Good to Great! Patient Experience: Good to Great! April, 2016 Angela Kramer & Nancy Burden FSASC Quality & Risk Management Conference April 2016 Renaissance Orlando at SeaWorld OBJECTIVES Upon completion of this presentation

More information

Executing a Patient Experience Measurement Initiative

Executing a Patient Experience Measurement Initiative Executing a Patient Experience Measurement Initiative Cathy Gorman Klug RN, MSN Director, Quality Service Line Nuance 2015 Nuance Communications, Inc. All rights reserved. Patient Experience Defined-The

More information

Quality Measure Indicators +Throughput Metrics + Automated Dashboard = Innovation to Improve Quality Goals

Quality Measure Indicators +Throughput Metrics + Automated Dashboard = Innovation to Improve Quality Goals Quality Measure Indicators +Throughput Metrics + Automated Dashboard = Innovation to Improve Quality Goals DMC Harper- Hutzel Hospital The DMC is an 8 facility academic medical center Harper-Hutzel is

More information

03/24/2017. Measuring What Matters to Improve the Patient Experience. Building Compassion Into Everyday Practice

03/24/2017. Measuring What Matters to Improve the Patient Experience. Building Compassion Into Everyday Practice Building Compassion Into Everyday Practice Christy Dempsey, MSN MBA CNOR CENP FAAN Chief Nursing Officer First OUR GOAL: OUR GOAL: Prevent suffering by optimizing care delivery Alleviate by responding

More information

Patient Experience & Satisfaction

Patient Experience & Satisfaction Patient Experience & Satisfaction Inpatient Satisfaction Inpatient Experience Hancock Regional Hospital conducts phone surveys from patients who have received care from us. Find out what they are saying

More information

What s Right in Healthcare. Covenant Health Knoxville, Tennessee

What s Right in Healthcare. Covenant Health Knoxville, Tennessee What s Right in Healthcare Covenant Health Knoxville, Tennessee Getting the Framework Right How Evidence-Based Leadership Empowers 11,000 Professionals to Improve in Unison Journey to Excellence A Journey,

More information

Presentation Objectives

Presentation Objectives Boot Camp: Develop Nurse Leadership Skills in a Supportive Group Environment Julie Kennedy, RN Coach, Studer Group Beth Stone Frick, Med, RD, LD Director of Education North Mississippi Medical Center (Tupelo,

More information

STEEEP Care Summary Report Baylor Scott & White Health Enterprise FY2017 YTD (July September 2016)

STEEEP Care Summary Report Baylor Scott & White Health Enterprise FY2017 YTD (July September 2016) STEEEP Care Summary Report Baylor Scott & White Health Enterprise FY2017 YTD (July 2016 - September 2016) BSWH Targets and Performance FY17 YTD (September 2016) 30-Day Readmission** Combined Hospital Acquired

More information

Case Study: Cass Regional Medical Center

Case Study: Cass Regional Medical Center Case Study: Cass Regional Medical Center CASS REGIONAL MEDICAL CENTER, A COUNTY HOSPITAL SERVING BOTH SUBURBAN AND RURAL COMMUNITIES, PURCHASED A NEW NURSE CALL PLATFORM TO SUPPORT THEIR GOALS TO IMPROVE

More information

FHA Call to Action: Eliminating Infection-Related Ventilator-Associated Complications IVAC Bi-Monthly Webinar #2 May 3, 2018

FHA Call to Action: Eliminating Infection-Related Ventilator-Associated Complications IVAC Bi-Monthly Webinar #2 May 3, 2018 FHA Call to Action: Eliminating Infection-Related Ventilator-Associated Complications IVAC Bi-Monthly Webinar #2 May 3, 2018 Agenda FHA MTC Call to Action for IVAC Data Review HRET HIIN Hospital Peer Sharing

More information

And the Evidence Shows Using Specialty Certification from The Joint Commission Improves Quality

And the Evidence Shows Using Specialty Certification from The Joint Commission Improves Quality And the Evidence Shows Using Specialty Certification from The Joint Commission Improves Quality Leisha Buller, MSN, ACNP-BC Lindsey Canon, MSN, RNC Ashley Hodo, MSN, RN Using The Joint Commission s Certification

More information

The Cleveland Clinic Experience

The Cleveland Clinic Experience The Cleveland Clinic Experience Patient Experience Summit La Crosse, Wisconsin James Merlino, MD Chief Experience Officer Mr. Jones Our Culture Care for the sick Investigate their problems Educate those

More information

Report to the MSFA Executive Committee. R Adams Cowley Shock Trauma Center December 6, 2014 Tara Reed Carlson, MS, RN Business Development

Report to the MSFA Executive Committee. R Adams Cowley Shock Trauma Center December 6, 2014 Tara Reed Carlson, MS, RN Business Development Report to the MSFA Executive Committee R Adams Cowley Shock Trauma Center December 6, 2014 Tara Reed Carlson, MS, RN Business Development Total Patient Admissions Lost Interhospital Transfers 1000 900

More information

DEVELOPING A CULTURE OF NURSE LED PARTNERSHIP ROUNDING

DEVELOPING A CULTURE OF NURSE LED PARTNERSHIP ROUNDING DEVELOPING A CULTURE OF NURSE LED PARTNERSHIP ROUNDING Jenny Gilmore, BSN, RN, CMSRN Jana Jacobs, BSN, RN, CMSRN Maine Medical Center Portland, ME Objectives Describe Partnership Rounding for the staff

More information

Text-based Document. Building a Culture of Safety: Aligning innovative leadership rounding and staff driven hourly rounding strategies

Text-based Document. Building a Culture of Safety: Aligning innovative leadership rounding and staff driven hourly rounding strategies The Henderson Repository is a free resource of the Honor Society of Nursing, Sigma Theta Tau International. It is dedicated to the dissemination of nursing research, researchrelated, and evidence-based

More information

Annual Conference and Institutes

Annual Conference and Institutes Studer Group Annual Conference and Institutes 1 Foundations of Healthcare Leadership May 6-7, 2009 Dallas, TX 2-day session Led by Bob Murphy and Beth Keane To register, go to Rural Institute April 22-23,

More information

CME Disclosure. Accreditation Statement. Designation of Credit. Disclosure Policy

CME Disclosure. Accreditation Statement. Designation of Credit. Disclosure Policy CME Disclosure Accreditation Statement Studer Group is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. Designation

More information

Improving HCAHPS with a Culture of Quiet St. Francis Hospital (Puget Sound)

Improving HCAHPS with a Culture of Quiet St. Francis Hospital (Puget Sound) Improving HCAHPS with a Culture of Quiet St. Francis Hospital (Puget Sound) Problem: Surveys showed that the noise level made it difficult for patients to rest. Innovation: Implemented a culture of quiet.

More information

Improving Patient and Family Experience: New Ideas for Engaging Patients and Motivating Staff

Improving Patient and Family Experience: New Ideas for Engaging Patients and Motivating Staff Improving Patient and Family Experience: New Ideas for Engaging Patients and Motivating Staff Rhonda Barcus, MS, LPC Program Specialist II February 7, 2018 1 The Center s Purpose The National Rural Health

More information

Transforming Care Delivery: Redesigning Case Management and Primary Care Roles in Population Health Management

Transforming Care Delivery: Redesigning Case Management and Primary Care Roles in Population Health Management Transforming Care Delivery: Redesigning Case Management and Primary Care Roles in Population Health Management PCPCC June 26, 2014 Karen Jones MD FACP VP, Chief Medical Officer, WMG Laurie Brown BSN, MBA

More information

Quality and Safety. Why Quality and Safety? Why Quality and Safety? Leadership Development Institute

Quality and Safety. Why Quality and Safety? Why Quality and Safety? Leadership Development Institute Quality and Safety Leadership Development Institute February 26, 2010 Why Quality and Safety? We are here for our patients. It s all about the patient Every patient, every time It s the right thing to

More information

North Carolina Division of Medical Assistance

North Carolina Division of Medical Assistance North Carolina Division of Medical Assistance Medicaid Clinical Policy and Programs Update on Medicaid In-Home Personal Care Services (PCS) Presented Larry Nason, Ed.D. Chief, Medicaid Facility by: and

More information

Quality Management Report 2017 Q2

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

More information

The presentation will begin shortly.

The presentation will begin shortly. The presentation will begin shortly. The content provided herein is provided for informational purposes only. The views expressed by any individual presenter are solely their own, and not necessarily the

More information

winning in US commercial staffing

winning in US commercial staffing winning in US commercial staffing Traci Fiatte, President Randstad General Staffing USA Capital Markets Day London Randstad Holding nv agenda introduction and definitions US market and Randstad General

More information

Change Management at Orbost Regional Health

Change Management at Orbost Regional Health Change Management at Orbost Regional Health Our change management journey 1 Medication Change System Meds at Beds 2 The slightly exaggerated before process 3 Project Goals The purpose of the Meds at Beds

More information

Kentucky Sepsis Summit. August 2016

Kentucky Sepsis Summit. August 2016 1 Kentucky Sepsis Summit August 2016 St. Elizabeth Healthcare About Us: - 7 facilities & over 1200 licensed beds - Serving the NKY/Cincinnati Region in: - Orthopedic Care - Heart and Vascular Institute

More information

National Trends Winter 2016

National Trends Winter 2016 National Trends Winter 216 About the National Trends data This report presents a unique and real-time view of trends within temporary nursing including bank and agency usage. The data used has been drawn

More information

HCAHPS Composite Hospital Environment Items. Your Hospital s Adjusted Score % Usu ally. % Somet imes To Never. % Somet imes To Never.

HCAHPS Composite Hospital Environment Items. Your Hospital s Adjusted Score % Usu ally. % Somet imes To Never. % Somet imes To Never. 1 EP35: The structure(s) and process(es) used to identify significant findings and trends in overall patient satisfaction with nursing as compared to benchmarked sources The structure used to identify

More information

Harm Across the Board Reporting: How your Hospital Can Get There

Harm Across the Board Reporting: How your Hospital Can Get There Harm Across the Board Reporting: How your Hospital Can Get There Presentation to KHA Annual Quality Conference March 19, 2014 Jackie Conrad RN, BSN, MBA Improvement Advisor Cynosure Health Objectives Upon

More information

Improve the Efficiency and Service of the Emergency Room at North Side Hospital

Improve the Efficiency and Service of the Emergency Room at North Side Hospital Improve the Efficiency and Service of the Emergency Room at North Side Hospital John Melton, VP and CEO Washington County Operations meltonjw@msha.com Kerry Vermillion, CFO Washington County Operations

More information

Rounding For Outcomes

Rounding For Outcomes Rounding For Outcomes Ongoing Communication with Employees to Keep Turnover Low and Engagement High Lisa Irvin, Vice President of Nursing, Roper Hospital Matthew Severance, CEO, Roper Hospital Steven Shapiro,

More information

The Patient Experience: Challenges and Opportunities in the Safety Net

The Patient Experience: Challenges and Opportunities in the Safety Net The Patient Experience: Challenges and Opportunities in the Safety Net Leon L. Haley Jr., MD, MHSA, FACEP Executive Associate Dean, Clinical Services Grady Chief Medical Officer, EMCF Associate Professor

More information

Improving the Patient s Perception of Care in the Ambulatory Clinic Setting. Maggie Thompson, BA Service Excellence Manager, MUSC (Charleston, SC)

Improving the Patient s Perception of Care in the Ambulatory Clinic Setting. Maggie Thompson, BA Service Excellence Manager, MUSC (Charleston, SC) CME Disclosure Accreditation Statement Studer Group is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. i Designation

More information

Drivers of HCAHPS Performance from the Front Lines of Healthcare

Drivers of HCAHPS Performance from the Front Lines of Healthcare Drivers of HCAHPS Performance from the Front Lines of Healthcare White Paper by Baptist Leadership Group 2011 Organizations that are successful with the HCAHPS survey are highly focused on engaging their

More information

Returning to the Why: Patient and Caregiver Suffering and Care. Christy Dempsey, MSN MBA CNOR CENP SVP, Chief Nursing Officer

Returning to the Why: Patient and Caregiver Suffering and Care. Christy Dempsey, MSN MBA CNOR CENP SVP, Chief Nursing Officer Returning to the Why: Patient and Caregiver Suffering and Care Christy Dempsey, MSN MBA CNOR CENP SVP, Chief Nursing Officer What Do We Want To Accomplish? Quality does not mean the elimination of death

More information

Leveraging the Accountable Care Unit Model to create a culture of Shared Accountability

Leveraging the Accountable Care Unit Model to create a culture of Shared Accountability Leveraging the Accountable Care Unit Model to create a culture of Shared Accountability How we improved Patient Safety and Quality Outcomes at Northwest Hospital Our Journey to Shared Accountability Implementation

More information

PRC EasyView Training HCAHPS Application. By Denise Rabalais, Director Service Measurement & Improvement

PRC EasyView Training HCAHPS Application. By Denise Rabalais, Director Service Measurement & Improvement PRC EasyView Training HCAHPS Application By Denise Rabalais, Director Service Measurement & Improvement PRCEasyView Web Address: https://www.prceasyview.com/vanderbilt Go to: My Studies HCAHPS C Master

More information

Presentation Objectives

Presentation Objectives Rounding in the Emergency Department What goes around comes around: Excellence Starts with You! Jamie E. Hendrix, RN, BSN Director of Emergency Services Beaver Dam Community Hospitals, INC. (Beaver Dam,

More information

9/15/2017 THROUGHPUT. IT S NOT JUST AN EMERGENCY DEPARTMENT ISSUE LEARNING OBJECTIVES

9/15/2017 THROUGHPUT. IT S NOT JUST AN EMERGENCY DEPARTMENT ISSUE LEARNING OBJECTIVES THROUGHPUT. IT S NOT JUST AN EMERGENCY DEPARTMENT ISSUE D O N N A C R I M M I N S - B O N N E L L, B S N, M H S M, C P H Q, L S S G B LEARNING OBJECTIVES 1) Define who is affected by inefficiency in throughput

More information

PERFORMANCE MANAGEMENT MEETING. Health Department:

PERFORMANCE MANAGEMENT MEETING. Health Department: PERFORMANCE MANAGEMENT MEETING Health Department: 5.20.14 May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr EXHIBIT 1: Health Service Request Volume Month

More information

Session 92AB Improving Patient Experience and Outcomes Using Real-Time Care Rounding Technology

Session 92AB Improving Patient Experience and Outcomes Using Real-Time Care Rounding Technology Prepared for the Foundation of the American College of Healthcare Executives Session 92AB Improving Patient Experience and Outcomes Using Real-Time Care Rounding Technology Presented by: Sue Murphy Alison

More information

The Power of Clinical Callbacks: Preventing Early Readmissions with Clinical Callbacks. Cheryl Crumpton, BSN, RN, CEN

The Power of Clinical Callbacks: Preventing Early Readmissions with Clinical Callbacks. Cheryl Crumpton, BSN, RN, CEN The Power of Clinical Callbacks: Preventing Early Readmissions with Clinical Callbacks Cheryl Crumpton, BSN, RN, CEN Making the Patient Call Manager (PCM) Connection Quality Initiative Improve Clinical

More information

The Case for Optimal Staffing: A Call to Action

The Case for Optimal Staffing: A Call to Action The Case for Optimal Staffing: A Call to Action 2015 ANCC National Magnet Conference October 7, 2015 2:30 3:30pm Session C721 Mary Jo Assi, DNP, RN, NEA BC, FNP BC Director of Nursing Practice and Work

More information

Getting Diagnostic with the Patient Experience. Julie O Shaughnessy Executive Consultant January 11, 2012

Getting Diagnostic with the Patient Experience. Julie O Shaughnessy Executive Consultant January 11, 2012 Getting Diagnostic with the Patient Experience Julie O Shaughnessy Executive Consultant January 11, 2012 HCAHPS Vital Signs Patient Experience The sum of all interactions, shaped by an organization's culture,

More information

Enlisted Professional Military Education FY 18 Academic Calendar. Table of Contents COLLEGE OF DISTANCE EDUCATION AND TRAINING (CDET):

Enlisted Professional Military Education FY 18 Academic Calendar. Table of Contents COLLEGE OF DISTANCE EDUCATION AND TRAINING (CDET): Enlisted Professional Military Education FY 18 Academic Calendar Table of Contents STAFF NON-COMMISSIONED OFFICER ACADEMIES: SNCO Academy Quantico SNCO Academy Camp Pendleton SNCO Academy Camp Lejeune

More information

The Reduction of Seclusion & Restraint in the University of Michigan Psychiatric Emergency Services with the Introduction of 24/7 Nurse Staffing

The Reduction of Seclusion & Restraint in the University of Michigan Psychiatric Emergency Services with the Introduction of 24/7 Nurse Staffing The Reduction of Seclusion & Restraint in the University of Michigan Psychiatric Emergency Services with the Introduction of 24/7 Nurse Staffing Sharon P. Stetz MSN Marvella M. Muzik, MS PMHNP, BC Objectives

More information

CAUTI Reduction A Clinton Memorial Presentation

CAUTI Reduction A Clinton Memorial Presentation CAUTI Reduction 2016 A Clinton Memorial Presentation Clinton Memorial Statistics Rurally situated in a primarily agricultural community with a population of 42,000 The hospital is licensed for 165 beds

More information

The Why Behind the What : Patient-Centered Scheduling

The Why Behind the What : Patient-Centered Scheduling The Why Behind the What : Patient-Centered Scheduling BETSY BIGLER, MSN, BSN, RNC-OB DIRECTOR, MATERNITY SERVICES COMMUNITY HEALTH NETWORK Objectives Discover your Why Behind the What & provide insights

More information

Presentation Objectives

Presentation Objectives Driving Accountability through Leader Evaluations and the Monthly Meeting Model Bo Boulenger, MHA CEO, Baptist Hospital of Miami (Miami, FL) Mitch Hagins Coach, Studer Group (Gulf Breeze, FL) Presentation

More information

Analysis of Incurred Claims Trend and Provider Payments

Analysis of Incurred Claims Trend and Provider Payments Analysis of Incurred Claims Trend and Provider Payments Board of Trustees Meeting May 24, 2013 Presentation Overview Trends in Incurred Claims Paid through March 31, 2013 Per Member Per Month (PMPM) By

More information

HCAHPS Doctor Communication: Excelling in The New Reality of Performance

HCAHPS Doctor Communication: Excelling in The New Reality of Performance HCAHPS Doctor Communication: Excelling in The New Reality of Performance Dan Smith, MD, FACEP Edward Goldberg, CEO St. Alexius Medical Center What s Right in Health Care October 11, 2012 Nashville TN Pay

More information

NSL LINCOLNSHIRE HEALTHWATCH PRESENTATION Ambulance NHS Trust Provision of Non- Emergency Patient Transport

NSL LINCOLNSHIRE HEALTHWATCH PRESENTATION Ambulance NHS Trust Provision of Non- Emergency Patient Transport NSL LINCOLNSHIRE HEALTHWATCH PRESENTATION Ambulance NHS Trust Provision of Non- Emergency Patient Transport Agenda An introduction to NSL Lincolnshire Contractual Service KPI s & Current Performance Eligibility

More information

Health Care Systems - A National Perspective Erica Preston-Roedder, MSPH PhD

Health Care Systems - A National Perspective Erica Preston-Roedder, MSPH PhD Health Care Systems - A National Perspective Erica Preston-Roedder, MSPH PhD Outline Quality Overview Overview and discussion of CMS programs Increasing transparency Move from P4R to P4P Expanding beyond

More information

UCLA Newborn Screening Symposium 2018

UCLA Newborn Screening Symposium 2018 UCLA Newborn Screening Symposium 2018 Facility Feedback HEPP Reports and Graphs How to Best Utilize These Reports for Optimal Outcomes Timeliness in Specimen Collection and Transit TRF Completion Early/Missing

More information

Learning Objectives. Carolinas HealthCare System Who We Are

Learning Objectives. Carolinas HealthCare System Who We Are 1 Capturing Accurate Documentation Through Participation in Interdisciplinary Rounds: A Healthcare System Initiative Kay Blue, RN, BSN, CCDS, ACM, Director CDI Holley Pegram, RN, MSN, CCM, Manager CDI

More information

MBQIP Measures Fact Sheets December 2017

MBQIP Measures Fact Sheets December 2017 December 2017 This project is supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) under grant number U1RRH29052, Rural Quality

More information

Colorado Medical-Dental Integration Project (CO MDI)

Colorado Medical-Dental Integration Project (CO MDI) Colorado Medical-Dental Integration Project (CO MDI) Allison Cusick, MPA, CHES National Oral Health Conference April 2016 Colorado Medical-Dental Integration CO MDI Five-Year Initiative Launched in 2014

More information

Our Hospital s Value Based Purchasing (VBP) Journey

Our Hospital s Value Based Purchasing (VBP) Journey Our Hospital s Value Based Purchasing (VBP) Journey Linnea Huinker, MHA, Clinical Effectiveness Specialist Katie Potts, MHA, Clinical Effectiveness Specialist January 31, 2013 Presentation Outline Hospital

More information

AGENDA. Introduction and Executive Leadership Year in Review Environment of Care Report and Policy Approvals

AGENDA. Introduction and Executive Leadership Year in Review Environment of Care Report and Policy Approvals AGENDA Introduction and Executive Leadership Year in Review Environment of Care Report and Policy Approvals San Francisco General Hospital and Trauma Center Executive Leadership Roland Pickens, Interim

More information

The CAUTI Can-Can. Hennepin County Medical Center August Caitlin Eccles-Radtke, MD Infectious Disease and CAUTI Prevention Champion

The CAUTI Can-Can. Hennepin County Medical Center August Caitlin Eccles-Radtke, MD Infectious Disease and CAUTI Prevention Champion Caitlin Eccles-Radtke, MD Infectious Disease and CAUTI Prevention Champion Laura Miller, RN MICU Manager The CAUTI Can-Can Hennepin County Medical Center August 2017 Lynelle Scullard, RN SICU Manager Kathleen

More information

Chair Quality Committee. David Reeder, Chair Quality Committee. David Reeder, Chair Quality Committee. David Reeder, Chair Quality Committee

Chair Quality Committee. David Reeder, Chair Quality Committee. David Reeder, Chair Quality Committee. David Reeder, Chair Quality Committee AGENDA Quality, Patient Care and Patient Experience Committee Meeting of the El Camino Hospital Board Monday, April 3rd, 2017, 5:30 p.m. El Camino Hospital, Conference Room A & B 2500 Grant Road, Mountain

More information

Patient-centered care - from buzz word to meaningful reality. Current Health Care System

Patient-centered care - from buzz word to meaningful reality. Current Health Care System Patient-centered care - from buzz word to meaningful reality Katie Coleman, MSPH David K. McCulloch MD Current Health Care System Traditionally, this is the only part of the health care system that is

More information

Relational Coordination: An Imperative Influencing our Capacity to Reach the Core

Relational Coordination: An Imperative Influencing our Capacity to Reach the Core Relational Coordination: An Imperative Influencing our Capacity to Reach the Core Linda Q. Everett, PhD, RN, NEA-BC, FAAN Executive Vice President & Chief Nurse Executive Indiana University Health 12/7/2012

More information

Terri D. Nuss, MS, MBA Vice President, Patient Centeredness Baylor Health Care System HCAHPS PUBLIC TRUST

Terri D. Nuss, MS, MBA Vice President, Patient Centeredness Baylor Health Care System HCAHPS PUBLIC TRUST Terri D. Nuss, MS, MBA Vice President, Patient Centeredness Baylor Health Care System HCAHPS PUBLIC TRUST Best in Class, Best in Industry. To be trusted Zagat AAA 5-Star Diamond Awards First Class Siskel

More information

JANUARY 2018 (21 work days) FEBRUARY 2018 (19 work days)

JANUARY 2018 (21 work days) FEBRUARY 2018 (19 work days) AND CORRESPONDING DATES FOR JANUARY AND FEBRUARY 2018 JANUARY 2018 ( work days) Deadline* 12-27 12-28 12-29 1-2 1-3 1-4 1-5 1-8 1-9 1-10 Benefit Hold ** 12-28 12-29 1-2 1-3 1-4 1-5 1-8 1-9 1-10 1-11 Mailing

More information

The Digital ICU: Return On Innovation

The Digital ICU: Return On Innovation The Digital ICU: Return On Innovation Cheryl Hiddleson, MSN, RN, CCRN-E Director, Emory eicu Center May, 2017 The Digital ICU: Return on Innovation Cheryl Hiddleson MSN, RN, CCRN-E Director, Emory eicu

More information

Corporate Services Employment Report: January Employment by Staff Group. Jan 2018 (Jan 2017 figure: 1,462) Overall 1,

Corporate Services Employment Report: January Employment by Staff Group. Jan 2018 (Jan 2017 figure: 1,462) Overall 1, Corporate Services Employment Report: January Employment by Staff Group Jan (Jan 20 figure: 1,462) Jan % Overall 1,520 +58 +4.0% 8 Management (VIII+) 403 +52 4.8% Clerical & Supervisory (III to VII) 907

More information

FY 13 Pillar Goal Update and FY 14 Pillar Goals

FY 13 Pillar Goal Update and FY 14 Pillar Goals FY 13 Pillar Goal Update and FY 14 Pillar Goals Summer Leadership Assembly C. Wright Pinson, MD, MBA Deputy Vice Chancellor, Health Affairs CEO, Vanderbilt Health System June 19, 2013 Staying Focused on

More information

Rome Wasn t Built in a Day: Building Organizational Foundation Through Culture, Structure, and Accountability

Rome Wasn t Built in a Day: Building Organizational Foundation Through Culture, Structure, and Accountability Rome Wasn t Built in a Day: Building Organizational Foundation Through Culture, Structure, and Accountability Presented By: Erica Rossitto, MBA/HCM, BSN, RN, NEA-BC Chief Nursing Officer, Hospital Corporation

More information

Patient and Family Engagement: Mount Carmel New Albany s Journey. Susan Schultz, MSN, RN, FACHE July 16, 2017

Patient and Family Engagement: Mount Carmel New Albany s Journey. Susan Schultz, MSN, RN, FACHE July 16, 2017 Patient and Family Engagement: Mount Carmel New Albany s Journey Susan Schultz, MSN, RN, FACHE July 16, 2017 Mount Carmel New Albany Surgical Hospital Built in 2003 as New Albany Surgical Hospital (NASH)

More information

Preventing Health Care Associated Infections. PJ Brennan, MD Chief Medical Officer University of Pennsylvania Health System August 16, 2011.

Preventing Health Care Associated Infections. PJ Brennan, MD Chief Medical Officer University of Pennsylvania Health System August 16, 2011. Preventing Health Care Associated Infections PJ Brennan, MD Chief Medical Officer University of Pennsylvania Health System August 16, 2011 Lind 2 Gaps in Knowldege? Pathogenesis Epidemiology Prevention

More information

Strategies to Reduce Readmissions, Sepsis, and Health-Care Associated Infections

Strategies to Reduce Readmissions, Sepsis, and Health-Care Associated Infections C10 This presenter has nothing to disclose Strategies to Reduce Readmissions, Sepsis, and Health-Care Associated Infections David Renfro, MS, RN NE BC Kelly Farnam, BSN, RN Gloria Martinez, MS, RN, NEA

More information

Fall Prevention Program. St. Catherine Hospital East Chicago, Indiana Paula Swenson Chief Nursing Officer

Fall Prevention Program. St. Catherine Hospital East Chicago, Indiana Paula Swenson Chief Nursing Officer Fall Prevention Program St. Catherine Hospital East Chicago, Indiana Paula Swenson Chief Nursing Officer St. Catherine Hospital 189 bed community hospital, located in East Chicago Indiana Member of Community

More information

Utilization of a Nursing Bundle to Improve the Patient Experience

Utilization of a Nursing Bundle to Improve the Patient Experience Utilization of a Nursing Bundle to Improve the Patient Experience Tina Prescott, MBA, BSN, RN, NEA-BC Chief Nursing Officer West Tennessee Healthcare Our Healthcare System Locations across West Tennessee

More information

Carol Dwyer Chris Slaughter. 50th percentile NDNQI. Jan-16 Plans in place. 80th percentile May-15 (Hospital target)

Carol Dwyer Chris Slaughter. 50th percentile NDNQI. Jan-16 Plans in place. 80th percentile May-15 (Hospital target) PEOPLE People A: Work Place Satisfaction and Quality of Life 1. Conduct annual RN satisfaction survey with focus on nursing practice scale. 2. Develop effective strategies and skills for powerful Nurse

More information

Team Care Best Practices in Managing Hypertension Learning Collaborative Sponsored by AMGA and Daiichi Sankyo, Inc.

Team Care Best Practices in Managing Hypertension Learning Collaborative Sponsored by AMGA and Daiichi Sankyo, Inc. 2008 Best Practices in Managing Hypertension Learning Collaborative Sponsored by AMGA and Daiichi Sankyo, Inc. November 12-14, 2008, Scottsdale, AZ Great Falls Clinic, LLP Great Falls, Montana Team Care

More information

Cancer Hospital Workgroup

Cancer Hospital Workgroup Cancer Hospital Workgroup William G. Lehrman, PhD Centers for Medicare & Medicaid Services (CMS) August 28, 2014 2:00 3:00 PM ET Agenda Roll Call PCHQR Program Updates HCAHPS Updates 2 PPS-Exempt Cancer

More information

Cancer Hospital Workgroup. Agenda. PPS-Exempt Cancer Hospital Quality Reporting Program. Roll Call PCHQR Program Updates HCAHPS Updates

Cancer Hospital Workgroup. Agenda. PPS-Exempt Cancer Hospital Quality Reporting Program. Roll Call PCHQR Program Updates HCAHPS Updates Cancer Hospital Workgroup William G. Lehrman, PhD Centers for Medicare & Medicaid Services (CMS) August 28, 2014 2:00 3:00 PM ET Agenda Roll Call PCHQR Program Updates HCAHPS Updates 2 PPS-Exempt Cancer

More information

Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) MBQIP Educational Session One Phase Two, January 2013

Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) MBQIP Educational Session One Phase Two, January 2013 Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) MBQIP Educational Session One Phase Two, January 2013 Overview HCAHPS (Hospital Consumer Assessment of Healthcare Providers and

More information

Vascular Access Best Practice Sharing Stories

Vascular Access Best Practice Sharing Stories Welcome to our Webinar: Presenters: Cindy Miller, RN - The Renal Network Raynel Wilson, RN - The Renal Network Vascular Access Best Practice Sharing Stories Shane Perry - The Renal Network Sue Kirschbaum,

More information

Baptist Health System Jacksonville, FL

Baptist Health System Jacksonville, FL Baptist Health System Jacksonville, FL Baptist Health System Community Leader in Healthcare Five (5) Hospital System Serving greater Jacksonville area and SE Georgia Children s Hospital Primary Care Facilities

More information