Driving Performance through Accountability to Unit Level Goals

Transcription

1 Driving Performance through Accountability to Unit Level Goals Christine Beechner May 19, 2014

2 About Us 206 Beds 43,000 ED Visits 13,000 Discharges 45% from NY Yale New Haven Health System 1

3 A Culture of Excellence Our Journey Began in 1998 CEO Driven A decade of construction Facility Culture Our Focus Vision and Goals Standards of Behavior Accountability Rewards and Recognition Service Recovery Continuous Improvement Measurement and Goals by Service Sustaini

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5 A Culture of Excellence Our Journey Began in 1998 CEO Driven A decade of construction Facility Culture Our Focus Vision and Goals Standards of Behavior Accountability Rewards and Recognition Service Recovery Continuous Improvement Measurement and goals by service Sustaini

6 Unit Level Accountability Starting Point Each unit, service or task that is measured has a unique: Contribution to the overall satisfaction Measure of success Team of individuals contributing to the results Shared responsibility for continued improvement (despite associated percentile ranking) Mean score and percentile ranking give clearest picture 5

7 Span of Control Design Surgery Nurse Manager Program Director: Surgery Ambulatory Surgery Nurse Manager Chief Nursing Officer Telemetry/MSICU Nurse Manager Program Director: Oncology Chemo Infusion Nurse Manager Inpatient Oncology Nurse Manager 6

8 Span of Control Design Program Director: Diagnostic Imaging MRI/CT Manager Imaging Center Manager MRI CT VP Administration ASU Cleanliness Environmental Services Manager Inpatient Cleanliness Inpatient Courtesy 7

9 Implementation Strategy Acknowledge past success and present state Make the case for continued improvement Discuss formation of goals Link attainment of goals to performance appraisal for managers, at manager discretion for staff Provide support, resources 8

10 Span of Control Report Executive Owners COO CNO CMO CFO VP Operations 9

11 2013 YTD Patient Satisfaction Achievement In 2013, 57 departments and services are assigned threshold, target and stretch goals based upon their previous year performance. To date, 17 areas are below threshold, 27 areas are at or above threshold, 9 areas have met target and 4 areas exceed stretch goals. Dept./Services Meeting Target and Above Dept./Services within.2 of Threshold Dept./Services below Threshold (with gap) Dept./Service Achievement Manager Surgery Stretch Lennon Lab Stretch Mitas Ease of Scheduling Stretch Fatovic Helpfulness of Stretch Campagna Registration (OP) Ambulatory Target Kimmons (Helmsley) MRI Target Wishon Shah Mammography Target Perrone Cardiology Target McElwain Sleep Target Polaski HBO Target Curry Cleanliness (OP) Target Weeks Courtesy Clean Target Weeks Room Spiritual Needs Target Lopez Dept./Service Hospitalists Rating SA.P BLIN Bone Density Radiology CT Physician Rating (ED) Manager Archer Basciano Malin VanCamp VanCamp Wishon Shah Davison Dept./Service Threshold Manager YTD Medicine.3 Acevedo Telemetry 1.9 Peden HHSC.8 Rosenquest Pediatrics 1.5 Basciano HHSC (Cleanliness) 1.7 Kosak WPGI (Cleanliness).8 Kosak Room Décor.3 Campbell Room Working.3 Campbell Food Temp.4 Powell Food Quality.2 Powell Ultrasound (ICE) 1.1 VanCamp Radiology (ICE).1 VanCamp CT (ICE) 1.5 VanCamp Nuclear Medicine.6 Cifferelli Physical Medicine 1.2 Ponchak Speech/Language.5 Ponchak Physician (ASU).2 Lipschutz Patient and Guest Relations Dept. 6/14/2013. patient satisfaction/local targets

12 Practicalities and Process Span of control reports updated first week each month ed to executive owners Present with analysis to Senior Operations Group Senior Leader cascades report to each manager and includes review in regular manager meeting Structure for survey review/response continues Reports built in PG InfoEdge Excel files built with conditional formatting All managers receive 1:1 training for PG Portal and Quick Reports Individual review, analysis and strategy planning around results

13 Project: 18 Month Mark Lessons Accountability starts at the top Ownership by name important Accountability must be coupled with ongoing support Set fair goals - statistically derived Individual launch time with leaders and managers crucial Results Four services and HCAHPS all showed Overall improvement Reduction in variation Clarity in reporting Focus on goals 12

14 Patient Satisfaction- Overall Mean Score by CY: (Press Ganey, Inc)

15 Thank You Christine Beechner VP Patient and Guest Relations Greenwich Hospital 14