CEO SUMMITCEO SUMMIT
MAXIMIZING HCAHPSMAXIMIZING HCAHPSSCORES SCORES
F. Nicholas JacobsF. Nicholas JacobsPresident/CEOPresident/CEO
Windber Medical CenterWindber Medical Center
HCAHPS SurveyHCAHPS 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.
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.
OutcomesOutcomes
Emergency Room Visits Increased 3 X’s Payroll from $7 to $21M Average 3 year growth in net patient rev.
4.8% WMC was 21.58%
Outcomes Outcomes
Average PA operating margin .98% WMC 3.36%
HCAHPS top 10% in the United States 8 of 11 years of profit from operations
($1,000,000)
($500,000)
$0
$500,000
$1,000,000
$1,500,000
$2,000,000
Jun-01Jun-02Jun-03Jun-04Jun-05Jun-06Jun-07Jun-08
Financial PictureFinancial Picture
Windber Medical Center
$508 $532 $532
$26
$493
($9)
$1,475
$1,700
($995)($928)($931)
($1,500)
($1,000)
($500)
$0
$500
$1,000
$1,500
$2,000
1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
Fiscal years
Do
llars
in t
ho
us
an
ds
10 Year Financial Picture10 Year Financial Picture
*2008 projected
Campus RedesignCampus Redesign
HealthStyles Fitness Center
Institute of Integrative Medicine
Dean Ornish Coronary Artery Disease Reversal Center
Breast Care Center
Senior Citizen Center Attached
Walking Trails
The New Medical CenterThe New Medical Center
Community Fitness CenterCommunity Fitness Center4200 Pop. 1300 Members4200 Pop. 1300 Members
Healing Arts…Healing Arts…Nutrition for the SoulNutrition for the Soul
Improve Image and ServicesImprove Image and Services
Hotel ServicesHotel Services Room Service Fresh Flowers Bread Baking Live music Artwork Fountains Accommodations for loved ones Bathrobes and pajama bottoms
Close to HomeClose to Home
A Healing EnvironmentA Healing Environment
Fresh baked bread, coffee & tea
Wireless Computer hook-ups
Live Music TV-VCR for
instant playback
Specialty SuitesSpecialty Suites
Preventive Health ServicesPreventive Health Services Flu & Pneumonia Shots Primary Care Physician Services Medical Specialties (Podiatry, Internal
Medicine, Occupational Therapy)
CENTER FOR LIFECENTER FOR LIFE
“I shall not leave you comfortless…”
Windber HospiceWindber Hospice
ArchitectureNatural LightPlantsMusicClergy & Psychologists
Design PhilosophyDesign Philosophy
Hospice Patient RoomsHospice Patient Rooms
Breast Care CenterBreast Care Center
Comforting EnvironmentComforting Environment
Employee SatisfactionEmployee Satisfaction
• I believe my compensation is competitive in the local marketplace.
• My work responsibilities are generally clear.
• My job is important to Windber’s success.• I understand what is expected of me on the
job. • I enjoy the type of work I do.
94%
97%
98%98%
98%
State-of-the-Art EquipmentState-of-the-Art Equipment
Employee CommunicationsEmployee Communications
Nick’s Blog Open Door Policy Windber Medical Center Newsletter Pizza with the President Town Hall Meetings Management by wandering around Caught You Caring
Employee Physical Employee Physical WellnessWellness
Osteoporosis Program Smoking Cessation Eat Well for Life Program Strength Training Cardiac Rehab Walking Trails
Employee EmpowermentEmployee Empowerment
25 PTO Days Donation of PTO days On site Baby Sitting Social Welfare Death of an in-law or grandchild 3
days
Employee FitnessEmployee 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
Disney Training for ALL employees EQ2/Emotional Quotient Training Planetree Training Team
Employee Training & Employee Training & DevelopmentDevelopment
Six Weeks of Ornish LightPersonal Nutrition CounselingHealthy Vending MachinesHealthy Choice Meals
(Fat Free, Vegetarian)
Dr. Dean Ornish Program for Dr. Dean Ornish Program for Reversing Heart DiseaseReversing Heart Disease
Integrative TherapiesIntegrative Therapies Yoga Tai-Chi Reiki Acupuncture Drumming
Music Therapy Massage Therapy Pet Therapy Humor Therapy Aroma Therapy
Employee Emotional HealthEmployee Emotional Health
The GreenhousePlanetree RoomHealing GardensGazebosLive MusicCounselorsClergyThe Swat Team
GreenhouseGreenhouse
Continued Dedication to Continued Dedication to Employee Personal GrowthEmployee Personal Growth
Reimbursement for additional college level credits and degrees
WorkshopsConferencesVideo Teleconferencing
More Employee FUN!!!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
We Ask Bullies to RESIGNWe Ask Bullies to RESIGN
Anesthesiology Critical Care Specialists Internal Medicine Physicians Surgeons
In the past 11 years we have asked 11 highly qualified physicians and 37 employees to
LEAVE because they were bullies
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
1998 1999 2000 2001 2002 2003 2004
WMCPeer Group
Source: The Hospital Council of Western PA
Average Length of StayAverage Length of Stay
Hospital-wide Nosocomial Hospital-wide Nosocomial Infection RateInfection Rate
012345
Jan April July Oct Jan 2004-2007
Average rate for 2004-2007 - 0.96
Below 1%
Mortality Comparison by HospitalMortality Comparison by Hospital
0.0
0.2
0.4
0.6
0.8
1.0
1.2
1.4
1.6WMC
Hosp. A
Hosp. B
Hosp. C
Hosp. D
Hosp. E
Hosp. F
Hosp. G
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%
RestraintsRestraints
32.45
20
0
5
10
15
20
25
30
35
2007
Average
WMC
Readmission RateReadmission Rate
10.6
8.3
0
2
4
6
8
10
12
2007
Average
WMC
WindberResearch Institute
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…Our Strategic Partners…
How Innovative LeadershipCured Ailing Medical Center
Military-Civilian Endeavor Makes Breast Cancer Strides
J.M. WindberCare Mammography Gown
Breast Cancer Vaccine Shows Promise
Digging for Nuggets of Wisdom
Joyce Murtha Breast Care CenterCollaboration at its Finest
The Largest Data Warehouse In The World?
National AttentionNational Attention
“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 SHALALADONNA SHALALAU.S Secretary of Health & Human ServicesU.S Secretary of Health & Human Services
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