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    C:\Documents And Settings\Rick\Desktop\Rj Wood Final C:\Documents And Settings\Rick\Desktop\Rj Wood Final Presentation Transcript

    • Case Study Quality and PerformanceRobert Wood JohnsonUniversity Hospital
      Presented by:
      Rick Bekanich
      Pete Brenkosh
      Amandadeep Kaur
      Dee Walski
    • Outline
      Background on Robert Wood Johnson Hospital
      Customer satisfaction as it pertains to quality health care
      Has the organization been cited for poor quality ?
      Are there any ongoing quality initiatives at the hospital?
      Has the organization been cited for exceptional quality?
    • Introduction
      Robert Wood Johnson was founded in 1884
      Located in New Brunswick NJ
      Academic medical center
      Partnerships between research facilities, teaching hospitals and clinics
    • Over 1,300 physicians and surgeons are affiliated with the hospital which includes the NCI- designated Cancer institute of New Jersey, the Child Health Institute of New Jersey and The Bristol Myers Squibb Children's Hospital
      Provides full range of health care
      Specialties include cardiac care, heart surgery and transplants, cancer care, pediatrics and maternal -fetal medicine
    • Earned significant national recognition for clinical quality and patient safety
      Ranked (NO. 36) heart surgery (NO.40 ) cancer and (NO. 50) for respiratory disorders according to U.S News & World report’s 2009 ranking of “America’s best hospitals”
      Harvard University identified RWJUH as one of the top 10 hospitals in the nation for clinical quality
      Exist to promote, preserve and restore the health of our community
      Mission “ Excellence Through Service”
    • Who Is a Customer?
      Actual , Potential or future user of the hospital or service
      Hospital customer different from regular customer
      Forced to be a customer
      Customer interacts with all parts of staff
    • What Is Customer Satisfaction?
      Customer satisfaction is a person’s feeling of pleasure or disappointment in relation to his/her expectations
      Customer satisfaction is ability to meet expectations of the patients
      Exceed the customers expectations to make him/her highly satisfied
      High satisfaction creates a bond with hospital
      High patient loyalty
    • Customer Satisfaction And Quality Healthcare Metrics
      Good quality medical care (successful surgeries)
      How are you treated by staff?
      Do they seem caring ?
      How long do you have to wait ?
      How good is the food ?
    • Has the organization been cited for poor quality?
      Source: Consumers Digest Leapfrog Dec 04
    • Issue of patient feedback systems at healthcare institutions
      Major reforms of Health insurance industry & health care delivery system ongoing trends toward greater transparency of quality of care & patient satisfaction are likely to accelerate.
      Private insurers adopt quality metrics, including Patient Satisfaction, as measures of performance and value, advancing pay to performance of an organization.
      Health insurance is moving toward reimbursement based on Quality. Organizations that don’t quickly improve performance will be at a competitive disadvantage.
    • What areas are specifically poor?
      Lack of effective feedback system made it difficult for patients to comfortably communicate with hospital about last visit.
      Hospital was not able to understand the concerns of patients and staff.
    • Consumers/Patients
      Paying higher cost of health care
      Shopping for value
      Use Hospital Compare – Federal Gov’t database forquality and patient satisfaction
      Use Hospital Compare – Federal Gov’t database forquality and patient satisfaction
    • Trends
      Hospitals put even greater emphasis to listening to voices of patients.
      Direct correlation between high satisfied caregivers and satisfied patients that in turn leads to easier recruitment and retention of qualified doctors, nurses and technicians.
      Press Ganey research – Hospitals with high satisfaction ratings are the most successful financially. Satisfied patients will recommend the hospital to family and friends through “ word of mouth”.
    • Patient Feedback- Hospital Pulse Report 2009
      Source: Press Ganey
    • How is quality measured for this particular product/service/process?
      Measuring Customer Satisfaction
      Dept A
      Paper or Email
      RWJ - Patient Relations
    • Problems with this type of quality measurement
      Paper base system
      Time Consuming
      Hard to collect info from all touch points
      Not completely anonymous
      Turn around response not quick enough
      Problems could escalate
      Patients already discharged
      Employees solve problems on their own
      Management did not have enough information toaddress customers’ questions and concerns
    • Survey items are correlated to patient ratings of “Likelihood of your Recommending this hospitals to others”
      Represents the experiences of 2,985,690 patients treated at 2,021 hospitals nationwide between Jan 1 and Dec 2008
      Survey Item Priority Rank
      Response to concerns and complaints made during your stay 1
      Degree to which hospital staff addressed your emotional needs 2
      Staff effort to include you in decisions about your treatment 3
      How well the nurses kept you informed 4
      Promptness in responding to the call button 5
      Communication Issues
      National Inpatient Priority IndexSource: Hospital Pulse Report Press Ganey 2009
    • Source: Hospital Pulse Report Press Ganey 2009
    • Solutions for issues
      Patient Voice
      Employee Engagement
    • Patient Voice
      “Patient Voice provides RWJH with a real-time picture of what is happening in patient care, where problems are occurring, and how long problems are taking to resolve”.
    • Patient Voice
      Patient Voice provides RWJ Hamilton’s patients with a completely anonymous and confidential forum for submitting feedback and asking questions
      Customers can give their feed back during their stay or when they return back to their home
      They can visit the hospital’s website to submit their feedback and questions directly to the hospital’s Patient Relations Manager, who oversees the feedback management system
    • The patient relations manager then reviews each submission, and if necessary, routes the feedback to the staff member who is responsible for providing a timely and appropriate response
    • Employee Engagement
      RWJH believes that their employees know what our mission is, live the mission, and work together as a team to accomplish that mission.”
      Due to employee involvement employee feel that they are more engaged in an organization and less likely to search for another opportunity
    • RWJH rewards their employees with RWJ Dollars which can be used in the cafeteria, gift shop or to purchase gift cards.
      The senior leaders of RWJH take advantage of Managing up program with hand-written notes that personally recognize employees for acts of kindness and extraordinary service.
    • Benefits of the solution Source: allegiance.com
      Since implementing advanced engagement technology more than four years ago, they have continued to enjoy increasing patient satisfaction scores. Our excellent service has been recognized through numerous awards, including the Press Ganey Summit Award presented to the hospital’s Cancer Institute.
    • Quality Awards
      2004 Malcolm Baldrige National Quality Award
      2004 Governor’s Award for Performance Excellence-Gold
      2004 Consumers' Choice Award
    • Malcolm Baldrige National Quality Award
      Named after Malcolm Baldrige, 26th Secretary of Commerce
      Established in 1987 to enhance competitiveness and performance.
      Started with Manufacturing, service companies and small businesses.
      Expanded to Non-profit organizations and Healthcare in 1999
      80 companies have won the award since 1988
      Information courtesy of http://www.baldrige.nist.gov/
    • Performance Criteria
    • Baldrige Assessment
    • Results Scoring Guidelines
    • Baldrige Results
      15/30 program, which guarantees that patients coming into the emergency department will see a nurse within 15 minutes and a physician within 30 minutes
      Emergency department patient satisfaction is at 90%, exceeding the national benchmark
      New Jersey’s fastest growing hospital for the last five years and improved its market share while closest competitor’s share declined
      Charity Care Dollars increased from $5 million in 1999 to $23 million in 2003
    • Governor’s Award for Performance Excellence-Gold
      Presented by Quality New Jersey (QNJ)
      Highest and Most respected state-based Quality Award
      The award is comprised of six sectors
    • Consumers' Choice Award
      Survey’s for the award conducted by the Consumer’s Choice Institute
      Surveys conducted in Major Canadian and U.S. Cities
      Winners are determined by Consumers and not by panel of judges.
      Its purpose is to publicly identify establishments that have been voted by the consumer as their choice for excellence.
      Information courtesy of www.consumerschoiceaward.com
    • Questions?????