Framework for Excellence Sonja Wulff, MA, CLM

Vice President, PVHS Center for Performance Excellence

Poudre Valley Health System• Private, locally owned, not-for-profit• Full spectrum of healthcare services

– 2 tertiary hospitals, outpatient campus, numerous satellite clinics

– Regional medical hub for cardiac & trauma services, orthopedics, oncology, neonatal intensive care & bariatric surgery

Poudre Valley Health System

• Service area: Northern Colorado, Wyoming & Nebraska• 5,200 employees, 600 primarily independent physicians

& 800 volunteers• $1 billion in annual revenue

Where Our Journey Started (1997)• Community hospital serving Fort Collins, Colorado• 1,500 employees, 300 independent physicians & 575

volunteers• 24% annual employee turnover• 5 CEOs in 4 years• $250 million in annual revenue• Changing healthcare market• Demand for physician integration

• Leadership: Find an improvement model• Decision: Baldrige National Quality Program

Baldrige Journey

Challenging Times (2010)• What we don’t know

– Healthcare reform– Economy

• What we do know– Decreased funding– Increased transparency

• What we need to accomplish– Mission: independent, non-profit– Vision: world-class health care

Gabriel, NICU “Graduate”

CraigTrauma patient

The Power of Baldrige• Visionary leadership & systems

perspective• Focus on the future• Management by fact • Valuing workforce members• Patient-focused excellence• Focus on Results

Visionary Leadership & Systems Perspective

Focus on the Future

Management by Fact

Valuing Workforce Members

Patient-Focused Excellence

• Aggregation & review of all Voice of the Customer data– Key Customer Requirements– Customer Service Must-Haves– We’re here for you

• Unit initiatives• Penguin Awards

– Service excellence training

National top 10% for:• Clinical outcomes• Patient satisfaction• Employee satisfaction• Physician loyalty• Financial performance

Focus on Results

Healthcare OutcomesRisk-Adjusted Mortality Rate

Our Vision

To provide

world-class

health care

Molly 4th generation treated at

PVH

Additional Information:

Sonja Wulff, Vice President

PVHS Center for Performance Excellence

sbw2@pvhs.org

www.pvhs.org