Maximizing HCAHPS Scores

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Presentation to the Patient-Centered Care CEO Summit in Chicago, IL on 10/23/08 by Nick Jacobs

Transcript of Maximizing HCAHPS Scores

  • 1. CEO SUMMIT MAXIMIZING HCAHPS SCORESF. Nicholas Jacobs President/CEO Windber Medical Center

2. HCAHPS Survey

  • Communications with Nurses
  • 74%-US 73%-WMC 82%- PA
  • Communications with Doctors
  • 76%-US 79%-WMC 88%- PA
  • Responsiveness of hospital staff
  • 61%-US 60%-WMC 75%- PA
  • Cleanliness of hospital environment
  • 67%-US 68%-WMC 82%- PA
  • Discharge information
  • 79%-US 79%-WMC 87%- PA

Windber Medical Center's scores were compared to the State and U.S. Average in several categories. 3. HCAHPS Survey

  • Overall rating; WMC in the 9-10 scale; PA 61%-US 63%-WMC 76%
  • Willingness to recommend this hospital -Yes-definitely -
  • PA 65%-US 67%-WMC 82%

Windber Medical Center's scores were compared to the State and U.S. Average in several categories. 4. Outcomes

  • Emergency Room Visits Increased 3 Xs
  • Payroll from $7 to $21M
  • Average 3 year growth in net patient rev. 4.8%WMC was 21.58%

5. Outcomes

  • Average PA operating margin .98%WMC 3.36%
  • HCAHPS top 10% in the United States
  • 8 of 11 years of profit from operations

6. Financial Picture 7. 10 Year Financial Picture *2008 projected 8. Campus Redesign 9.

  • HealthStyles Fitness Center
  • Institute of Integrative Medicine
  • Dean Ornish Coronary Artery DiseaseReversal Center
  • Breast Care Center
  • Senior Citizen Center Attached
  • Walking Trails

The New Medical Center 10. Community Fitness Center 4200 Pop.1300 Members 11. Healing Arts Nutrition for the Soul 12. Improve Image and Services

  • Hotel Services
    • Room Service
    • Fresh Flowers
    • Bread Baking
    • Live music
    • Artwork
    • Fountains
    • Accommodations for loved ones
    • Bathrobes and pajama bottoms

13. Close to Home 14. A Healing Environment 15.

  • Fresh baked bread, coffee & tea
  • Wireless Computer hook-ups
  • Live Music
  • TV-VCR for instant playback

Specialty Suites 16. 17. 18. 19. 20.

  • Preventive Health Services
    • Flu & Pneumonia Shots
    • Primary Care Physician Services
    • Medical Specialties (Podiatry, Internal Medicine, Occupational Therapy)

CENTER FOR LIFE 21. I shall not leave you comfortless Windber Hospice 22.

  • Architecture
  • Natural Light
  • Plants
  • Music
  • Clergy & Psychologists

Design Philosophy 23. Hospice Patient Rooms 24. Breast Care Center 25. Comforting Environment 26. Employee Satisfaction 94% 97% 98% 98% 98%

  • I believe my compensation is competitive in the local marketplace.
  • My work responsibilities are generally clear.
  • My job is important to Windbers success.
  • I understand what is expected of me on the job.
  • I enjoy the type of work I do.

27. State-of-the-Art Equipment 28. Employee Communications

  • Nicks Blog
  • Open Door Policy
  • Windber Medical Center Newsletter
  • Pizza with the President
  • Town Hall Meetings
  • Management by wandering around
  • Caught You Caring

29. Employee Physical Wellness

  • Osteoporosis Program
  • Smoking Cessation
  • Eat Well for Life Program
  • Strength Training
  • Cardiac Rehab
  • Walking Trails

30. Employee Empowerment

  • 25 PTO Days
  • Donation of PTO days
  • On site Baby Sitting
  • Social Welfare
  • Death of an in-law or grandchild 3 days

31. Employee Fitness

  • HealthStyles Nearly 50% of employees are members
  • Open approximately 90 hours per week.
  • Employee costs approximately $10 per month
  • Includes classes in kick boxing, aerobics, water aerobics, yoga, tai chi

32.

  • Disney Training for ALL employees
  • EQ2/Emotional Quotient Training
  • Planetree Training Team

Employee Training & Development 33.

  • Six Weeks of Ornish Light
  • Personal Nutrition Counseling
  • Healthy Vending Machines
  • Healthy Choice Meals
  • (Fat Free, Vegetarian)

Dr. Dean Ornish Program for Reversing Heart Disease 34. Integrative Therapies

  • Yoga
  • Tai-Chi
  • Reiki
  • Acupuncture
  • Drumming
  • Music Therapy
  • Massage Therapy
  • Pet Therapy
  • Humor Therapy
  • Aroma Therapy

35. Employee Emotional Health

      • The Greenhouse
      • Planetree Room
      • Healing Gardens
      • Gazebos
      • Live Music
      • Counselors
      • Clergy
      • The Swat Team

36. Greenhouse 37. Continued Dedication to Employee Personal Growth

  • Reimbursement for additional college level credits and degrees
  • Workshops
  • Conferences
  • Video Teleconferencing

38. More Employee FUN!!!

  • Sundae Parties
  • Subs and Pizza Parties
  • Trips to Pittsburgh Pirates Baseball
  • Tickets to:The Symphony, The Opera, Theater, Hockey, and lots of DINNERS.
  • Employee Recognition Dinners
  • Hospital Week Cookout
  • BIG HOLIDAY PARTY

39. We Ask Bullies to RESIGN

  • Anesthesiology
  • Critical Care Specialists
  • Internal Medicine Physicians
  • Surgeons
  • In the past 11 years we have asked 11 highly qualified physiciansand 37 employees to LEAVE because they were bullies

40. Source: The Hospital Council of Western PAAverage Length of Stay 41. Hospital-wide Nosocomial Infection Rate Average rate for 2004-2007- 0.96 Below 1% 42. Mortality Comparison by Hospital Windber Medical Center had the lowest mortality rate of 0.8% compared to 8 peer hospitals all above 1% Risk-adjusted index is statistically significant at a confidence level of 95% 43. Restraints 44. Readmission Rate 45. Windber Research Institute 46.

  • Department of Defense
  • Walter Reed Army Medical Center
  • University of Pittsburgh
  • Preventive Medicine Research Institute
  • Samueli Institute
  • General Electric Research and Development
  • Georgetown University
  • Geisinger Health System
  • University of Maryland

Our Strategic Partners 47. How Innovative Leadership Cured Ailing Medical Center Military-Civilian EndeavorMakes Breast CancerStrides J.M. WindberCareMammography Gown Breast Cancer VaccineShows Promise Digging for Nuggets of WisdomJoyce Murtha Breast Care Center Collaboration at its Finest The Largest Data WarehouseIn The World? National Attention 48. Close your eyes if you want to see health care in the future.Then open them, and see the extraordinary facility here at Windber.This is the future of health care, it focuses on prevention and research.Keeping people healthy and focusing on end of life. DONNA SHALALA U.S Secretary of Health & Human Services