Southcentral Foundation: Award -Winning Approach to Quality Healthcare

Presented by CDR Fred Lief, DPT, OCS

The 2011 Baldrige Award Recipients for Health Care

Henry Ford Health System, Detroit, Mich.

Schneck Medical Center, Seymour, Ind.

Southcentral Foundation, Anchorage, AK

What is the Malcolm Baldrige Award?

Named after Malcolm Baldrige, the 26th Secretary of Commerce. Run by the Commerce Department’s National Institute of Standards and Technology (NIST)

Established in 1987 to enhance the performance and competitiveness of U.S. businesses in Manufacturing, Service companies, and Small Business

Scope expanded in 1999 to include Education and Health Care and again in 2007 to include Nonprofit organizations

Baldrige Performance Excellence Program

Mission: To improve the competitiveness and performance of U.S. organizations

Vision: To be a partner in choice for excellence in every sector of the economy

Core Values:

• Deliver a consistently positive customer experience

• Value and empower our workforce• Think and act ethically• Think and act strategically

Mission continued

To Improve the competitiveness and performance of U.S. organizations

Provides global leadership in the learning and sharing of successful strategies and performance practice, principles, and methodologies

Baldrige Criteria:7 Elements

4 Measurements, Analysis, and Knowledge Management

Out with the Old, In with the New

Customer Focus

Nuka Modal of Care: Nuka is a Native American word that describes strong giant structures and living things.

Native American patients referred to as “customer-owners”

Nuka emphasizes the notion of understanding the uniqueness of each customer-owner and developing flexible strategies that fit individual needs

Wellness= social, physical, emotional well-being

Clinical Staff

Work in small teams of MD and RN Case Manager

RN’s clerical duties shifted to Case Management Support (CMS) and some of their clinical duties shifted to CMA’s (blood draws, routine EKG’s etc.)

Subject Matter Experts (SME’s) from all disciplines and time off is granted to develop didactic and practical training at Development Center

Same day appointments for customer-owners

Clinical Team

Family Practice consists of 6 clinics with each clinic having 6 teams

Team: MD, RN Case Manager, 2 CMA/LPN, 1 Case Management Support (CMS) person who splits time between 2 teams, and a behavioral health consultant

RN works behind the scene as Case Managers for prevention and chronic disease management. Manage panel and referrals, take patient calls as needed, do triage

Reliance on CMA’s

CMA greets customer, weight/height, escorts to room, takes vitals, administers questionnaires as needed

Blood draws, blood cultures, throat swabs, wound cultures, EKG’s, administer medications, immunizations and anti-biotic injections, assist with minor surgical procedures (colonoscopies, toenail, cyst, tag removal), IUD insertion/removal, apply fluoride to children’s teeth, schedule mammograms, radiology exams

Training is Key

SCF began a job training program to prepare high school graduates to become dental assistants

SCF began a 6-8 week Administrative Support Training Program (ASTP) for clerical staff based on a Baldrige Award-winning employee training program, PAL’s Sudden Service

SCF created the Development Center which now has 20 employees

Training, continued

Certified Medical Assistants (CMA’s) undergo 3.5 days of new hire orientation, followed by 5-6 days of the CMA/LPN Clinical Training Program

Trainees attend courses and receive feedback in a simulated clinic in the Development Center. Emphasis on the importance of relationships, empathy, wellness, and cultures.

Structured Departmental Training in respective departments for 2-6 weeks by a senior CMA

Mandatory 3 day workshop for all new employees: Core Concepts

Career Ladder

CMA I, CMA II, CMA Supervisor

Administrative staff: Frontline staff, Manager I (small program), Manager II (PCC), Administrative I and II (multiple departments)

Process Improvement Track: Supervisor, Program Coordinator, Improvement Specialist, Improvement Advisor

Outcomes

Customer-Owner satisfaction of 91% (2010)

50% decrease in ER visits

65 % decrease in specialty care visits

20% decrease in primary care visits

53% decrease in hospital admissions

Decrease in staff turnover from 37% (2008) to 17% (2011)

Southcentral Foundation Receiving Baldrige Award 2012

King of the Hill

Thank You!

Questions?