Children's Hospital of Orange County - Beth Rowett


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Children's Hospital of Orange County - Beth Rowett

  1. 1. Children’s Hospital of Orange County “It’s All About the Children” Beth Rowett, MA, MHA, CPHQ Executive Director, Quality California Council for Excellence 14 th Annual Conference March 28, 2008
  2. 2. Our Mission & Vision <ul><li>Mission Statement </li></ul><ul><li>To nurture, advance, and protect the health and well-being of children. </li></ul><ul><li>Vision Statement </li></ul><ul><li>To achieve national recognition as a premier Children’s Hospital. </li></ul>
  3. 3. CHOC <ul><li>CHOC, founded in 1964, is a 220 bed not-for-profit pediatric hospital with more than 500 physicians and approximately 2,200 employees. </li></ul><ul><li>CHOC and its CHOC at Mission sister facility are the only free-standing children’s hospitals in Orange County. </li></ul><ul><li>Orange County is the fifth most populous county in the nation, and census numbers are most likely conservative. </li></ul><ul><li>CHOC was voted the best place to work and the best place to volunteer in Orange County in the Orange County Register’s Best of Orange County reader’s poll. </li></ul>
  4. 4. CHOC Safety Status and Recognitions <ul><li>CHOC is one of only eight children’s hospitals named to The Leapfrog Group’s “Top Hospitals 2007” list, and was one of nine in 2006. </li></ul><ul><li>California’s leading health plans presented CHOC the “Excellence in Patient Safety & Health Care Quality Award.” </li></ul><ul><li>CHOC was the best performer with the lowest problematic response rate in the Stanford Culture of Safety Survey for children’s hospitals. </li></ul>
  5. 5. Age Distribution of CHOC Patients <ul><li>42% 0 days to 24 months </li></ul><ul><li>20% 2 to 5 years </li></ul><ul><li>7% 6 to 7 years </li></ul><ul><li>16% 8 to 12 years </li></ul><ul><li>15% 13 years and older </li></ul>
  6. 6. CHOC Inpatient Services <ul><li>Pediatric Intensive Care </li></ul><ul><li>Cardiovascular Intensive Care </li></ul><ul><li>Oncology Intensive Care </li></ul><ul><li>Neonatal Intensive Care </li></ul><ul><li>General Surgery </li></ul><ul><li>Neurosurgery </li></ul><ul><li>Orthopaedic Surgery </li></ul><ul><li>Gastroenterology </li></ul><ul><li>General Medical with Emphasis: </li></ul><ul><ul><li>Respiratory </li></ul></ul><ul><ul><li>Endocrine </li></ul></ul><ul><ul><li>Hematology </li></ul></ul><ul><ul><li>Infectious Disease </li></ul></ul><ul><ul><li>Neurology </li></ul></ul><ul><ul><li>Oncology </li></ul></ul>
  7. 7. CHOC Primary Care Clinics Licensed By the State of California <ul><li>CHOC Clinic in Orange </li></ul><ul><li>Cl í nica CHOC Para Ni ñ os in Santa Ana </li></ul><ul><li>CHOC Clinic at Boys and Girls Club of Santa Ana </li></ul><ul><li>Costa Mesa Clinic </li></ul><ul><li>CHOC Garden Grove </li></ul>Legend CHOC PSA CHM PSA CHOC Primary Care Clinics CHOC & CHM Hospitals . , CHOC Hospital CHOC at Mission Hospital Garden Grove Clinic) CHOC Clinic Clinica CHOC Para Ni ñ os in Santa Ana CHOC Clinic at Boys & Girls Club of Santa Ana Costa Mesa Clinic ORANGE COUNTY
  8. 8. CHOC Specialty Care Clinics <ul><li>Endocrine </li></ul><ul><li>Diabetes </li></ul><ul><li>Orthopedics </li></ul><ul><li>Spinal Bifida </li></ul><ul><li>Infectious Disease </li></ul><ul><li>Rheumatology </li></ul><ul><li>Hematology </li></ul><ul><li>Craniofacial </li></ul><ul><li>ENT </li></ul><ul><li>Asthma </li></ul><ul><li>EDAC </li></ul><ul><li>Neurology </li></ul><ul><li>Pulmonary </li></ul><ul><li>Oncology </li></ul><ul><li>Cancer </li></ul><ul><li>Gastroenterology </li></ul><ul><li>Metabolic </li></ul><ul><li>Nephrology </li></ul><ul><li>Plastic Surgery </li></ul><ul><li>Allergy </li></ul><ul><li>Epilepsy </li></ul><ul><li>Kids Clinic </li></ul>
  9. 9. “It’s All About the Children” <ul><li>Family-Centered Care </li></ul><ul><li>Associate Commitment </li></ul><ul><li>Service Excellence Council </li></ul><ul><li>Communication and Relationship Building </li></ul><ul><li>Child Health Corporation of America </li></ul>
  10. 10. Family-Centered Care <ul><li>Four Principles </li></ul><ul><ul><li>Information Sharing </li></ul></ul><ul><ul><li>Collaboration </li></ul></ul><ul><ul><li>Dignity and Respect </li></ul></ul><ul><ul><li>Participation </li></ul></ul><ul><li>Committee Participation </li></ul><ul><ul><li>Family Advisory Council </li></ul></ul><ul><ul><li>Youth Advisory Council </li></ul></ul><ul><ul><li>Service Excellence Council </li></ul></ul><ul><ul><li>Ethics Committee </li></ul></ul><ul><ul><li>Safety Committee </li></ul></ul><ul><ul><li>Campus Architecture and Design Committee </li></ul></ul><ul><ul><li>Family-Centered Care Council </li></ul></ul>
  11. 11. Family-Centered Care, Continued <ul><li>Physician Rounding </li></ul><ul><li>Collaborative Treatment Planning </li></ul><ul><li>Interpreters </li></ul><ul><li>Disclosure </li></ul><ul><li>Ronald McDonald House </li></ul><ul><li>Volunteer Services </li></ul><ul><li>Radio Lollipop </li></ul>
  12. 13. Associate Commitment <ul><li>Employment Application – Comment on Meaning of Mission </li></ul><ul><li>New Associate Orientation </li></ul><ul><li>Customer Service Commitments – Behavioral Expectations </li></ul><ul><ul><li>Excellence </li></ul></ul><ul><ul><li>Compassion </li></ul></ul><ul><ul><li>Innovation </li></ul></ul><ul><ul><li>Service </li></ul></ul><ul><li>Golden PAW Awards – Individual and Group </li></ul><ul><li>Performance Appraisals </li></ul><ul><li>Resident Orientation and Physician Involvement </li></ul><ul><li>Ongoing Training </li></ul>
  13. 14. Service Excellence Council <ul><li>Visionary Leadership and Oversight </li></ul><ul><li>Chaired by Chief Operating Officer, monthly meetings </li></ul><ul><li>Composition </li></ul><ul><li>Alignment with Strategic Plan </li></ul><ul><li>Service Standards </li></ul><ul><li>Analysis of Satisfaction Data </li></ul><ul><li>Performance Improvement Initiatives </li></ul>
  14. 15. Communication and Relationship Building <ul><li>Multiple Communication Channels </li></ul><ul><li>Daily Rounding </li></ul><ul><ul><li>Charge Nurses </li></ul></ul><ul><ul><li>Customer Service Representatives </li></ul></ul><ul><ul><li>Volunteer Customer Service Ambassadors </li></ul></ul><ul><li>Comment Cards – PAWS Pins </li></ul><ul><li>Case Management Follow-Up </li></ul><ul><li>Patient Satisfaction Surveys </li></ul><ul><li>Customer Complaint Process </li></ul>
  15. 16. Customer Complaint Process
  16. 17. Child Health Corporation of America <ul><li>43 Free-Standing Children’s Hospitals </li></ul><ul><li>Customer Service Forums </li></ul><ul><li>External Comparative Data </li></ul><ul><li>Best Practice Networking </li></ul>
  17. 18. Improvement Priority Next Steps <ul><li>Service Recovery Training </li></ul><ul><li>Complaint Management </li></ul><ul><ul><li>Electronic Reporting Process </li></ul></ul><ul><ul><li>Data Analysis </li></ul></ul><ul><ul><li>Reports </li></ul></ul><ul><ul><li>Organizational Learning </li></ul></ul><ul><li>Patient Satisfaction Survey Tool </li></ul>
  18. 19. <ul><li>“ Children are the world’s most valuable resource and its best hope for the future.” </li></ul><ul><li>John Fitzgerald Kennedy </li></ul>