Children's Hospital of Orange County - Beth Rowett
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Children's Hospital of Orange County - Beth Rowett Children's Hospital of Orange County - Beth Rowett Presentation Transcript

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