Pursuit of the Perfect Patient Experience: How Virginia Mason Became a High Performing Healthcare System

Transcription

1 Pursuit of the Perfect Patient Experience: How Virginia Mason Became a High Performing Healthcare System Sarah Patterson, Executive VP & COO The King s Fund Annual Conference November 13, 2014

2 Virginia Mason Medical Center Integrated health care system 501(c)3 not-for-profit 336-bed hospital Nine locations 500 physicians 5,000 employees Graduate Medical Education Research Institute Foundation Virginia Mason Institute

3 Our Founders

4 Time for a Change Year 2000 Issues Survival Retention of the Best People Loss of Vision Build on a Strong Foundation Leadership Change A Defective Product

5 An Embarrassingly Poor Product

6 Clash of Promise and Imperatives Traditional Promise Legacy Expectations Autonomy Protection Entitlement Imperatives Improve safety/quality Implement EHR Create service experience Be patient-focused Improve access Improve efficiency Recruit/retain quality staff

7 Why is Change so Hard? Improvement Method Sense of Urgency Technical & Human Dimensions of Change Aligned Expectations Visible & Committed Leadership Shared Vision

8 Aligning Expectations Physician Compact Leader Compact Board Compact

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10 The VMMC Quality Equation Q = A (O + S) Q: Quality A: Appropriateness O: Outcomes S: Service W: Waste W

11 Seeing with our Eyes Japan 2002

12 The Virginia Mason Production System 1. The patient is always first 2. Focus on the highest quality and safety 3. Engage all employees 4. Strive for the highest satisfaction 5. Maintain a successful economic enterprise

13 Taiichi Ohno s Seven Wastes Time -idle time, time spent waiting Inventory -too much or not enough Motion -people moving Overproduction -making too much Waste Defects -mistakes that aren t corrected Processing -doing the same thing repeatedly or making it complicated Transportation -moving things

14 Thinking Differently ½ the human effort ½ the space ½ the equipment ½ the inventory ½ the investment ½ the engineering hours ½ the new product development time

15 A Common Language and Tools for Improvement Value Stream Development 5S (Sort, Simplify, Standardize, Sweep, Self-discipline) Standard Work Flow Mistake Proofing RPIW (Rapid Process Improvement Workshop)

16 Changing the Culture: Stopping the Line

17 Stopping the Line Organization-wide Engagement 1. Staff report issues using the Patient Safety Alert System 2. Leadership investigates and resolves issues 3. Board Quality Committee review/ approve closure of high-severity issues

18 40,000 th PSA Reported End of January 2014: 43,615

19 Changing the Culture: Celebrating Good Catches

20 Visual Control for Safety 5S Anesthesia Shadow Board - Before

21 Visual Control for Safety 5S Anesthesia Shadow Board - After

22 Standard Work Decreases Variability Central Line Insertion Standard Work Before Paws Dry: 30 sec scrub 30 sec dry Wet: 2 min scrub 1 min dry Maximum Barrier Protection OR AND Thyroid Angio Drapes During Transducer Kit in Top Drawer of Cart OR Transducer Method Manometer Method After Approved to use Date/Initial Yellow top of cart White in chart progress notes Complete Paperwork

23 VMHS Hospital Professional/General Liability Insurance Premiums 7% 12% 5% % change from previous year, with 74% overall reduction in premium since % 12% 11% 12% 30% '04-'05 '05-'06 '06-'07 '07-'08 '08-'09 '09-'10 '10-'11 '11-12 '12-'13 13-'14

24 Flu Vaccination Fitness for Duty Do we put patient first? Compelling science Staff resistance Staying the course Organizational Pride

25 VMMC Influenza Vaccination Rates 100.0% 90.0% 80.0% 70.0% 97.6% 98.5% 98.9% 99.8% 98.7% 98.9% 99.7% 99.7% 99.8% 60.0% 50.0% 54.0% 40.0% 38.0% 30.0% 20.0% 29.5%

26 Primary Care Flow Stations VMPS Concepts of a Flow Station Waste of motion (walking) URGENT Continuous flow Visual control (Kanbans) External setup PAPER MAIL CERNER MESSAGE Water strider U-Shaped Cell RESULT REPORT DOCUMENT VISIT $ CHARGE SLIP $ Creating MD Flow Reduces Patient Wait Times

27 Nursing Cells Results > 90 days Before RN time available for patient care = 90%! RN # of steps = 5,818 PCT # of steps = 2,664 Time to the complete am cycle of work = 240 Patients dissatisfaction = 21% RN time spent in indirect care = 68% PCT time spent in indirect care = 30% Call light on from 7a-11a = 5.5% Time spent gathering supplies = 20 After % 10% 16% 0% 11

28 Lindeman Surgery Center Throughput Analysis Before Today % Change Time Available 600 min 600 min 0% (10 hr day) Total Case Time 107 min 65.5 min 39% (cut to close plus set-up) Case Turnover 30 min 15 min 50% Time (pt out to pt in) (ability to be <10 min) Cases/day 5 cases/or 8 cases/or 60% Cases/4 ORs 20 cases 32 cases 60%

29 Patients as Partners Group Discussion/Idea Generation Negotiating Priorities

30 A World-Class Management System Requires Requires Deep, Deep, Relentless Relentless Engagement Engagement Visible leadership Employees trained in Virginia Mason Production System Organizational transparency Employees improving their own work No Superheroes! DC Comics 2014 Virginia Mason

31 Engaging Every Team Member

32 Leaders Sustain the Rigor Tuesday Stand Up Friday Report Out Standard Work for Leaders: Production Boards Huddles

33 We are Twelve Years into the Journey present

34 Ongoing Challenges - Culture Patient First Belief in Zero Defects Professional Autonomy Buy In People are Not Cars Pace of Change Victimization Leadership Constancy Rigor, Alignment, Execution Drive for Results

35 Disequilibrium Distress and Adaptive Work Adaptive challenge Limit of tolerance Productive range of distress Time Threshold of learning Heifetz, Ronald A. and Marty Linsky. Leadership on the Line, Harvard Business School Press, 2002, p 108

36 In times of change, learners inherit the earth, while the learned find themselves beautifully equipped to deal with a world that no longer exists. Eric Hoffer