The Affinity Experience

880 views
803 views

Published on

Presentation from FVTC on April 13.

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
880
On SlideShare
0
From Embeds
0
Number of Embeds
25
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • The focus of this effort is to provide the voice of the customer into the design of our facilities and processes. The patient experience team members were selected by identifying the 80 departments mentioned in the Northern Region master plan and ensuring that each of those areas were represented on the team. Once the patient experience event is completed these individuals will then participate on schematic design teams for each of their areas, bringing with them the insights and learning's of the Patient Experience teams.
  • Changed this slide to be ER examples to go with Headlines from previous slide.
  • We were thinking the steps would be: Here’s what Phase 3 entailed (overview slide) Here’s the methodology to go from master plan to actual design Here is how we are measuring success Here’s what it looks like: Room counts/Key concepts Model description Patient Distribution (what it looks like on paper) Model in action (what it looks like in action) Hill-Rom view of rooms
  • OPS 18 Total Rooms 3 Private
  • Without flexing space 69 rooms would have been needed. 30 Prep/Recovery, 31 ED, 8 Observation
  • Without flexing space 69 rooms would have been needed. 30 Prep/Recovery, 31 ED, 8 Observation
  • The Affinity Experience

    1. 1. The Affinity Experience Gary A. Kusnierz, Vice President Performance Excellence Affinity Health System Appleton, Wisconsin
    2. 2. Topics <ul><li>Pursuit of Perfection </li></ul><ul><li>The Patient Experience </li></ul><ul><li>Lean Experience </li></ul><ul><ul><li>The Heart, Lung, and Vascular Center </li></ul></ul><ul><ul><li>The Future Emergency Department </li></ul></ul><ul><li>Evidence Based Design </li></ul><ul><li>Sustainable Design </li></ul><ul><li>Summary </li></ul>
    3. 3. Vision Wheel
    4. 4. Topics <ul><li>Pursuit of Perfection </li></ul><ul><li>The Patient Experience </li></ul><ul><li>Lean Experience </li></ul><ul><ul><li>The Heart, Lung, and Vascular Center </li></ul></ul><ul><ul><li>The Future Emergency Department </li></ul></ul><ul><li>Evidence Based Design </li></ul><ul><li>Sustainable Design </li></ul><ul><li>Summary </li></ul>
    5. 5. Patient Experience Overview <ul><li>Provide the “Voice of the Customer” </li></ul><ul><li>Share between staff and departments </li></ul><ul><li>Develop sense of common themes </li></ul><ul><li>Involve all Master Plan departments </li></ul><ul><li>IDEO Innovation in Design </li></ul>
    6. 6. Voices carry, too loud. Limited visitors, too loud. Long wait Selected St E’s ER because closest to home Not certain of discharge instructions. “ I had no privacy.” “ The space was too loud and I felt anxious and nervous.” “ I didn’t know where to go.” Headlines Understanding Entry Assessment Treatment Transition
    7. 7. Educate when to use ER Services Indoor air quality Separate grieving room “ No Wait” ER Connection to nature Discharge phone calls Communication Clusters Timely Care Big Ideas Privacy Private rooms/no curtains Standard supplies in each room Environment Team assessments Understanding Entry Assessment Treatment Transition
    8. 8. Landscape –Boarding the circulation path around the St. Elizabeth campus are more intimate courtyards and common spaces suitable for small classes and gatherings, or a place to read and study. It is a more formal use of flora using low lying shrubs, grasses, perennials, and stone seat walls. These areas are immediate to the journey around the campus and are intended to reduce anxiety and provide areas of repose and quiet. Narratives Understanding Entry Assessment Treatment Transition
    9. 9. Patient Experience Database
    10. 10. Topics <ul><li>Pursuit of Perfection </li></ul><ul><li>The Patient Experience </li></ul><ul><li>Lean Experience </li></ul><ul><ul><li>The Heart, Lung, and Vascular Center </li></ul></ul><ul><ul><li>The Future Emergency Department </li></ul></ul><ul><li>Evidence Based Design </li></ul><ul><li>Sustainable Design </li></ul><ul><li>Summary </li></ul>
    11. 11. Lean Results <ul><li>Heart, Lung & Vascular Center </li></ul><ul><li>Lean Process Improvement Drives Design </li></ul><ul><ul><li>Personalized Care </li></ul></ul><ul><ul><li>In-room Registration/Scheduling </li></ul></ul><ul><ul><li>Exam Room Layout Supporting Personalized Care </li></ul></ul><ul><ul><li>Collaborative/Team Environment </li></ul></ul><ul><ul><li>Improve access by nearly 1100 annual visits </li></ul></ul><ul><ul><li>Improved productivity </li></ul></ul><ul><ul><ul><li>8.5% increase </li></ul></ul></ul><ul><ul><li>WOW! Patient Satisfaction </li></ul></ul>
    12. 12. The Future ED - Methodology <ul><li>Current State Map created by staff teams </li></ul><ul><li>Current State Data collected for Patient volumes </li></ul><ul><li>Customer and Stakeholder Critical Measures identified by team </li></ul><ul><li>Patient Experience Data reviewed with team </li></ul><ul><li>Future State Map to create Personalized Care experience for all patients. </li></ul><ul><li>Future State Volume Projections gathered from Advisory Board and Strategic Planning </li></ul><ul><li>Analysis of Data performed and predicted performance based on volume projections modeled in Simulate software. </li></ul>
    13. 13. Measures of Success <ul><li>ED Current Goal </li></ul><ul><li>Would you Recommend 50 th percentile 90 th percentile </li></ul><ul><li>Length of Stay 123 minutes 99 Minutes </li></ul><ul><li>Door to Doc time 35 minutes 17 minutes </li></ul><ul><li>Patient Visits 26,620 32,000 </li></ul><ul><li>Admit to Floor Time 73 minutes 55 minutes </li></ul><ul><li>Prep/Recovery </li></ul><ul><li>Private Rooms 16% 100% </li></ul><ul><li>Productivity 15 th percentile 15 th percentile </li></ul><ul><li>Would you Recommend 90 th percentile 90 th percentile </li></ul><ul><li>Maintain </li></ul><ul><ul><li>Physician and staff travel distance </li></ul></ul><ul><ul><li>Patient travel distance </li></ul></ul>
    14. 18. Universal Care Platform ED and Prep/Recovery <ul><li>47 Rooms </li></ul><ul><ul><li>Rooms Flex between the departments. </li></ul></ul><ul><ul><li>Shared Staff support space </li></ul></ul><ul><li>Allows immediate rooming - “No Wait ER” </li></ul><ul><li>Allows private rooms for every Prep/Recovery Patient and their family during the entire stay. </li></ul>
    15. 19. Patient Distribution - Combined
    16. 20. Patient Distribution - ED
    17. 21. Patient Distribution – Prep/Recovery
    18. 22. Universal Care Platform Model <ul><li>3D Conceptual Model of Platform </li></ul><ul><ul><li>6 a.m. to Midnight </li></ul></ul><ul><li>High volume day for ED and Prep/Recovery </li></ul><ul><ul><li>32,000 visits/year for ED </li></ul></ul><ul><ul><li>10.9% growth in surgeries </li></ul></ul>
    19. 23. am
    20. 24. Short Discussion <ul><li>How is the lean ED design tied to sustainability? </li></ul>
    21. 25. am
    22. 26. am
    23. 64. pm
    24. 65. pm
    25. 66. pm
    26. 67. pm
    27. 137. Topics <ul><li>Pursuit of Perfection </li></ul><ul><li>The Patient Experience </li></ul><ul><li>Lean Experience </li></ul><ul><ul><li>The Heart, Lung, and Vascular Center </li></ul></ul><ul><ul><li>The Future Emergency Department </li></ul></ul><ul><li>Evidence Based Design </li></ul><ul><li>Sustainable Design </li></ul><ul><li>Summary </li></ul>
    28. 138. Center of Health Design Pebble Partner
    29. 139. Evidence Based Design <ul><li>Quiet, soothing environment (acoustical control) </li></ul><ul><li>CARE channel (calming video stream) </li></ul>
    30. 140. Evidence Based Design <ul><li>Collaborative zone </li></ul><ul><ul><li>Improves caregiver/patient face-to-face time </li></ul></ul>
    31. 141. Evidence Based Medicine <ul><li>Family Consult Room </li></ul><ul><ul><li>CV Surgery </li></ul></ul>
    32. 142. Acoustical Design <ul><li>Poor acoustical environments cause: </li></ul><ul><ul><li>Sleep loss </li></ul></ul><ul><ul><li>Elevated blood pressures </li></ul></ul><ul><ul><li>Decrease oxygen saturation </li></ul></ul><ul><ul><li>Higher incidence of readmissions </li></ul></ul><ul><ul><li>Breeches in confidentiality </li></ul></ul>Joseph, A & Ulrich, R. (Jan. 2007) Sound Control for Improved Outcomes in Healthcare Settings, The Center for Health Design, retrieved from http://www.healthdesign.org/sites/default/files/Sound%20Control.pdf
    33. 143. Acoustical Design <ul><li>St. E’s Emergency Department & Prep/Recovery </li></ul><ul><li>Established acoustical ratings by room type exceeding standard of design by Green Guide for Healthcare </li></ul><ul><li>Sound absorbing ceiling tiles & wall coverings </li></ul><ul><li>Private rooms with doors </li></ul><ul><li>Alternate placement of mechanical boxes in shared walls </li></ul><ul><li>Pod design with multiple “Nursing Stations” </li></ul><ul><li>Eliminating overhead paging </li></ul>Quietest Emergency Room in the U.S.
    34. 144. Topics <ul><li>Pursuit of Perfection </li></ul><ul><li>The Patient Experience </li></ul><ul><li>Lean Experience </li></ul><ul><ul><li>The Heart, Lung, and Vascular Center </li></ul></ul><ul><ul><li>The Future Emergency Department </li></ul></ul><ul><li>Evidence Based Design </li></ul><ul><li>Sustainable Design </li></ul><ul><li>Summary </li></ul>
    35. 145. Sustainable Results LEED ® GOLD <ul><li>Building shell, lighting and HVAC equipment designed to reduce energy consumption by 27.6% beyond ASHRAE 90 baseline </li></ul><ul><li>Additional insulation in the roof & wall construction </li></ul><ul><li>Building lighting power density is reduced in the design to 0.67W/sf from the ASHRAE baseline of 1.2 W/sf </li></ul><ul><li>Installation of a vegetative roof </li></ul><ul><ul><li>Sustainable or EBD? </li></ul></ul><ul><ul><li>improves stormwater quality </li></ul></ul><ul><ul><li>reduces heat island effect </li></ul></ul><ul><ul><li>additional thermal layer for improved insulation and sound performance </li></ul></ul><ul><li> </li></ul>
    36. 146. Sustainable Results LEED ® GOLD <ul><li>Daylighting and passive solar provide 47% natural daylight, 20% greater than baseline </li></ul><ul><li>Plumbing fixtures selected to reduce the water use by over 30% </li></ul><ul><li>Materials manufactured locally are used in order to reduce transportation impact </li></ul><ul><li>Materials were selected for their recycled content </li></ul><ul><li>Glues, paints, sealants, and interior finish materials were selected with low VOC contents to improve indoor air quality </li></ul>
    37. 147. Sustainable Results <ul><li>Construction Waste Management </li></ul><ul><ul><li>St. Elizabeth Hospital Project </li></ul></ul><ul><ul><ul><li>Recycled 64% construction debris </li></ul></ul></ul><ul><ul><ul><li>Diverting 59.5 tons from landfill </li></ul></ul></ul><ul><ul><li>Five Clinic Projects </li></ul></ul><ul><ul><ul><li>Recycled 60% construction debris </li></ul></ul></ul><ul><ul><ul><li>Diverting 25.2 tons from landfill </li></ul></ul></ul>
    38. 148. Sustainable Results
    39. 149. Sustainable Results <ul><li>Design to achieve 15 – 30% above code </li></ul><ul><ul><li>Example: Pediatrics Clinic performing 15.8% better than code for electrical and gas consumption </li></ul></ul><ul><ul><ul><li>Results in $6,300 annual savings </li></ul></ul></ul><ul><ul><ul><li>Target 30%+ Master Plan </li></ul></ul></ul><ul><ul><li>Patient, staff, and physician satisfaction in top 10% </li></ul></ul><ul><ul><li>Near 0 staff turnover </li></ul></ul>
    40. 150. Where do we go from here? <ul><li>Environmental Management System </li></ul><ul><ul><li>ISO 14001 </li></ul></ul><ul><li>Energy Star </li></ul><ul><ul><li>Continue at clinics and CMC </li></ul></ul><ul><li>LEED ® and GGHC </li></ul><ul><ul><li>Continue sustainable building </li></ul></ul><ul><li>Renewable Energy Research </li></ul><ul><ul><li>Solar hot water, PV </li></ul></ul><ul><li>Workforce Education </li></ul>
    41. 151. Topics <ul><li>Pursuit of Perfection </li></ul><ul><li>The Patient Experience </li></ul><ul><li>Lean Experience </li></ul><ul><ul><li>The Heart, Lung, and Vascular Center </li></ul></ul><ul><ul><li>The Future Emergency Department </li></ul></ul><ul><li>Evidence Based Design </li></ul><ul><li>Sustainable Design </li></ul><ul><li>Summary </li></ul>
    42. 152. Summary <ul><li>Listen to the customer </li></ul><ul><ul><li>Personalized Care </li></ul></ul><ul><ul><li>Continuous Improvement </li></ul></ul><ul><ul><li>Great team </li></ul></ul><ul><li>On time, below budget </li></ul><ul><ul><li>Teamwork </li></ul></ul><ul><ul><li>Stewardship </li></ul></ul><ul><ul><li>Service </li></ul></ul><ul><ul><li>Integrity </li></ul></ul><ul><ul><li>Creativity </li></ul></ul><ul><ul><li>Justice </li></ul></ul>
    43. 153. Pursuit of Perfection <ul><li>Award recognition </li></ul><ul><ul><li>Practice GreenHealth </li></ul></ul><ul><ul><ul><li>Making Medicine Mercury Free </li></ul></ul></ul><ul><ul><ul><li>Environmental Leadership </li></ul></ul></ul><ul><ul><ul><li>Environmental Leadership Circle </li></ul></ul></ul><ul><ul><ul><li>Partner for Recognition </li></ul></ul></ul><ul><ul><li>Energy Star </li></ul></ul><ul><ul><ul><li>St. Elizabeth Hospital </li></ul></ul></ul><ul><ul><ul><li>Mercy Medical Center </li></ul></ul></ul><ul><ul><li>Wisconsin DNR </li></ul></ul><ul><ul><ul><li>Green Tier Level 1 </li></ul></ul></ul>Green Police
    44. 154. Pursuit of Perfection <ul><li>LEED ® certification and award recognition </li></ul><ul><ul><li>5 LEED ® Certified projects </li></ul></ul><ul><ul><ul><li>St. Elizabeth Hospital South Addition, </li></ul></ul></ul><ul><ul><ul><li>Greenville Clinic </li></ul></ul></ul><ul><ul><ul><li>Little Chute Clinic </li></ul></ul></ul><ul><ul><ul><li>Darboy Clinic </li></ul></ul></ul><ul><ul><ul><li>Brillion Clinic </li></ul></ul></ul><ul><ul><li>1 LEED ® Silver Certified </li></ul></ul><ul><ul><ul><li>Deerwood Pediatric Clinic </li></ul></ul></ul><ul><ul><li>1 LEED ® Gold Certified </li></ul></ul><ul><ul><ul><li>Heart Pavilion on St. Elizabeth Campus </li></ul></ul></ul>Green Police
    45. 155. Questions? Rendering for the ER

    ×