WELCOME TO THE GREAT EXPLORATION! CRITICAL REFLECTION ON SELF AS LEADER AND LEADERSHIP PRACTICE.
Welcome Reflection - Covenant Health System · 2012-02-03 · Welcome Reflection Chris Shaver AVP...
Transcript of Welcome Reflection - Covenant Health System · 2012-02-03 · Welcome Reflection Chris Shaver AVP...
What is No One Dies Alone?
Our special group of volunteers are called upon when direct care
providers and/or chaplains encounter a patient who is dying alone in
our hospital. Volunteers simply serve as a compassionate
companion to the dying patient who has no friends or family at his/her
beside. Volunteers provide a sacred presence.
“The most precious gift we can offer others is our presence…”
Thich Nhat Hanh
Purpose
• Justice: ―We advocate for systems and structures that are attuned
to the needs of the vulnerable and disadvantaged and that promote
a sense of community among all persons.”
• Dignity: “We respect each person as an inherently valuable member
of the human community and as a unique expression of life.”
• The NODA program supports not only our mission and values at
Covenant Health System but also our Sacred Encounters, Healthiest
Communities and Perfect Care long-term goals.
When do you call NODA?
Criteria for Referrals
• If a patient is expected to die within 48-72 hours a healthcare
provider or chaplain can call the pager to refer the patient for the
NODA program.
Assessment Question:
Does this patient have family or friends at the bedside?
• If no, activate No One Dies Alone
How do you request NODA
volunteers for your patient?
• Call the NODA pager:
721-6904 • Pager response hours:
– Monday thru Friday, 7am – 5pm
– Volunteers arrive within 1-3 hours of page
during response hours
Other Details
• 35 active employee volunteers
• Since July – 3 people / 56 hours
• Average time 1-2 hours
• If you are interested in volunteering,
please contact Holly LaFebre in Mission
Services at 725-4555.
ED Patient Focus Areas Communication &
Assistance—
ED Patient-Family Liaisons
7 days/week
•Safety & security for patients & staff
•Reducing patient wait times to see ED physician
•Satellite Lab in ED
•Faster admissions to floor
Patient Experience/
Guest Services •Covenant Family Sleep Rooms
•24/7 Guest Request Line—ext 40625
•Administrators on Call and House Supervisors on
site 24/7 (call 725-1011 and ask Operator to connect
you)
•Gail Spivey, Director of Pt Experience/Guest
Services 725 0441 [email protected]
Help us Spread the Word
3 Objectives to Optimize Throughput and
Decrease LOS
• Discharge Orders by 10 am
• Discharge all patients going to a post
acute venue by Thursday
• Don’t put off until tomorrow what you can
do today
Hearts to Home
Susan Barnes
Quality Management: QI Specialist
Heart Failure Outcomes Manager
(806) 725-0516
Hearts to Home
• Reaching across the continuum
• Providing optimal evidence based care
• Beginning at admission
• Continuing during the transition from
hospital to home
Managing Chronic Disease
Evidence-Based Care
Patient Empowerment:
Action Plan
Optimal Care Transitions
Community Partners:
Home Health
Care Facilities
Clinics
Follow-up:
3-Day Nurse Phone Call
7-Day Physician Appt.
Empower your
Heart Failure
patients to self-
manage their
condition every
day!
HF education
regarding physician
follow-up, proper
diet, exercise,
weight monitoring,
and medication
adherence.
HF Action Plan Heart Failure is a
self-managed
condition.
Checkyourself every
day.
Help prevent
worsening HF.
Stay healthy at home.
The HF Action Plan
(magnet) and Heart
Success Calendar are
inserted inside the
front cover of the
booklet.
Utilize “Teach Back”
Explain the information to the patient or
family/caregiver
Ask in a non-shaming way for the
individual to explain in his or her own
words what was understood
-- Or ask for return demonstration – ―show
back‖
Heart Failure 30 Day All Cause Readmission RateCalculated by Rolling 12 Months
21.83% 21.91%
20.77% 20.59% 21.08%19.93%
18.98%
17.89% 17.61% 17.46% 17.75%18.32% 18.46%
17.19%
21.17% 21.19%
21.29% 21.25% 21.18% 21.08% 21.14% 21.32% 21.28% 21.35% 21.39% 21.47% 21.48% 21.40%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
20%
22%
24%
Jul 10 Aug 10 Sep 10 Oct 10 Nov 10 Dec 10 Jan 11 Feb 11 Mar 11 Apr 11 May 11 Jun 11 Jul 11 Aug 11
Covenant Expected Rate
Hearts to Home Readmissions
6.06%
3.85%
8.33%
5.62%
8.08%
8.04%
2.91%
1.92%
3.88%
2.44%
0%
1%
2%
3%
4%
5%
6%
7%
8%
9%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct
HH Partners: Accolade, Beyond Faith, Calvert,
Direct, Girling, Interim
Susan Barnes RN
QI Specialist: Coordinator Hearts to Home
806-725-0616
Construction Update
South 5
• South 5 relocated to East 7 on October 17th
South 9
• South 9 relocated to East 6 on October 20th
The renovation of South 5 and South 9 began
October 24, 2011 and will take approximately
six months to complete.
Construction Update Palliative Care
• The 2nd floor of the old children’s hospital is currently
being renovated for Palliative Care.
• We expect Palliative Care to move during the 2nd week of
November.
Heart Center 6
• Heart Center 6 will become the new overflow unit at CMC.
Hybrid Suite
• The Hybrid Suite in the CMC OR is currently in the design
phase. Completion is currently scheduled for next
summer.
Master Plan Key Milestones
CHS Core Team
Aug 26, 2011
Facilities Modeling
Architecture Co-planning
Lean A3 Session
Oct 31–Nov 3, 2011 CHS Core Team
mid-Feb 2012
Assessment and Evaluation Solution Development Refinement
and Detail
Current Status
MP Planning
Sessions
CHS Core Team
Oct 18, 2011 CHS Core Team
Jul 18, 2011
CHS Core Team
Nov 16, 2011
CHS Core Team
March 2012
CHS Core Team
Dec 16, 2011
CHS Core Team
January 2012
• HKS is about half way through their facility assessment phase.
• Three Work Groups have been established to assist in the planning process.
• Sg2 will complete their demand forecast in the next 2-3 weeks.
• The mission of CHS is to extend Christian ministry by caring for the whole person - body, mind, and spirit – and by working with others to improve health can quality of life in our communities.
HCAHPS
The mission of CHS is to extend Christian
ministry by caring for the whole person -
body, mind, and spirit – and by working
with others to improve health can quality of
life in our communities.
• What is it?
• SJHS goal for 2012
• What are our scores?
• It’s the right thing to do for our patients
HCAHPS • HCAHPS (Hospital Consumer Assessment of Healthcare
Providers & Systems) is the government’s national standardized survey instrument to measure patients’ perspectives on hospital care.
• It measures patients’ perception of the consistency with which their needs/expectations were met.
• The survey uses a rating scale of Never, Sometimes, Usually or Always—percent of top box (Always) responses are reported to consumers at www.hospitalcompare.hhs.gov.
• HCAHPS is part of CMS’ Values Based Purchasing program which puts 1% of Medicare payments at risk with the performance period beginning July 1, 2011.
Adopt A Unit Pilot • South 6 Orthopedics (CMC) Dr. Rob King
• South 5 Gen Med (CMC) Dr. Ike
• South 4 Cardiac Tele (CMC) Dr. Jason
Bradley
• 1 South Ortho (W&C) Dr. Bryan Smitherman
• 2 South Gyn (W&C) Dr. Tracy Suit
• 5 North Oncology (W&C) Dr. Jose Cruz
Pain management is their first initiative!
Taking Care of Your Patients’ Pain
• C.A.R.E. Channel
• Pain Toolkit
• Pain Ease Trial
• Healthcare Reform
Series- Taking the
Pain Out of
HCAHPS—
December 2011
• Pain Symposium Jan
2012
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Managing Your HealthGrades Profile
Katherine Henschen
Client Executive
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
The impact of the internet on healthcare:
the growing trend of healthcare consumerism
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Health Reform: Increased Consumerism
48% of consumers said they
use health websites to find
information to make
decisions about their
healthcare.
Making the Web a patient’s
PRIMARY SOURCE of
health-related information,
not physicians…
44 Source: 2009 PricewaterhouseCoopers consumer survey
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Source: Freudenheim, New York Times, 4/16/07; McKeever/Bonds, Marketing Health Services, Winter
2007.
How do patients search?
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Online health searches are not age-limited
10% of each age group search for health topics daily
“The Engaged E-patient Population” study,
Pew Internet & American Life Project, Aug 2008
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Patients Researching Physicians
47
248,942 projected searches in Lubbock on HealthGrades’ website over next year.
• Primary Care (FP, IM, Ped) highlighted in green
• Specialties highlighted in blue
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
2009-2011 HG.com Growth Trend
48
Disclaimer: Full CY 2011 numbers are a forecast, results may vary.
HG.com tracked 64% unique traffic growth since January 2009
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
What is HealthGrades.com and how can it help
you enhance your online presence?
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Leading, Independent
Healthcare Ratings
Organization, since 1998.
10 million unique visitors to
www.healthgrades.com
each month. Leading Physician
Search Information website.
Two web properties,
HealthGrades.com and
BetterMedicine.com.
TIME has recognized HealthGrades as one of the “50 Best Websites of 2011”! (August 2011)
HealthGrades Background
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Immediate Health Need
• Recent diagnosis
• Chronic condition
• Symptoms of illness
• Relocation
Provider Search Options
• Internet • Word of mouth
• Health plan data
HealthGrades.com
• Provider research (information)
• Quality differentiation
• Access (PDC)
What leads people to HealthGrades?
PROBLEM SOLUTION OPTIONS
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
HealthGrades.com has over 750,000 physician profiles
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Action-Oriented Patients – 93% Are Insured!*
38%
57%
5%
Same Day
Within a Week
More Than a Week
Time of Scheduling
Relative to Visit
40% 36%
32%
18%
28%
46%
Researching an existing doctor
Researching a new doctor(s)
Researching new doctor(s) and existing doctors
Did not appoint
Appointed with a New Doctor
Appointed with an Existing Doctor
Users Broken out
by Objectives Percent Appointed
with Doctor
54% of
HealthGrades
visitors looking
for a doctor make
an appointment
54% of HealthGrades Visitors
Make an Appointment
95% of Visitors Who Make an
Appointment
Do So within a Week
*Source: Stax, Inc., Assessing Objectives & Actions Taken Among Users of HealthGrades,
April 2011
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
If prospective patients are researching
physicians on HealthGrades.com, how do
you maximize your profile to get the most
attention?
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
What does this mean for your practice?
Sales opportunity
with patients
actively looking for
a physician
Convert them to be
your patient!
Strategic funneling,
cross-selling &
community
awareness
PATIENT RETENTION!
74% of patients consider two or more physicians when
researching on HealthGrades.com
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Enhanced Profiles Drive Higher Patient Interest and Engagement
Enhancement can drive up to 30% more
interest and calls
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Building Strong Patient-Physician Relationships
The patient-physician relationship
is critical:
When patients see themselves as
similar to their physician, research
shows they are more:
Active participants in their care plan
Satisfied with their care
Likely to follow treatment plan
Translates into greater efficiency
(e.g. fewer visits/tests to diagnose
and solve the problem)
Care Philosophy
High Quality
Availability
Accepted Insurance
Photo
Specialties
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
• There are more than 75 different fields that can be
filled in on the Physician Profile. We will concentrate
on the ―Top 5 Fields.‖
• In general, filling out and/or verifying these five fields
takes about 15 minutes.
– Photographs
– Procedures Performed
– Conditions Treated
– Accepted Health Plans
– Care Philosophy
Top 5 Fields
Physician Profile Top 5 Fields
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
How to Log In
http://www.healthgrades.com/ProfileUpdate First-time Users
Type physician or
provider name and state.
Select Continue. Practice
Manager associates
themselves with a
physician.
Every practicing physician
and health care provider
in the county has a
HealthGrades profile,
containing a mix of
publicly available
information.
Registering means
creating a user account
that allows you to update
the physician profile.
Note: Multiple
physicians can be
managed with the
creation of a practice
and accessed through
one user account.
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
I am John Smith MD
I am the administrator for John Smith MD
Physician or Practice Administrator?
Step 1: Select who
is registering
***************
You may enter NPI
# or State Medical
License #
© Copyright 2009 Health Grades, Inc. All Rights Reserved.
Thank You!
Katherine Henschen Client Executive,
Professional Services
Health Grades Inc.
www.HealthGrades.com
W (303) 390-2534