CEO SUMMIT MAXIMIZING HCAHPS SCORES  F. Nicholas Jacobs President/CEO Windber Medical Center
HCAHPS Survey   <ul><li>Communications with Nurses  </li></ul><ul><li>74%  -  US 73%  -  WMC 82%  - PA   </li></ul><ul><li...
HCAHPS Survey   <ul><li>Overall rating; WMC in the 9-10 scale;    PA 61%  -  US 63%  -  WMC 76%   </li></ul><ul><li>Willin...
Outcomes <ul><li>Emergency Room Visits Increased 3 X’s </li></ul><ul><li>Payroll from $7 to $21M </li></ul><ul><li>Average...
Outcomes  <ul><li>Average PA operating margin .98%  WMC 3.36% </li></ul><ul><li>HCAHPS top 10% in the United States </li><...
Financial Picture
10 Year Financial Picture *2008 projected
Campus Redesign
<ul><li>HealthStyles Fitness Center </li></ul><ul><li>Institute of Integrative Medicine </li></ul><ul><li>Dean Ornish Coro...
Community Fitness Center 4200 Pop.  1300 Members
Healing Arts… Nutrition for the Soul
Improve Image and Services <ul><li>Hotel Services </li></ul><ul><ul><li>Room Service </li></ul></ul><ul><ul><li>Fresh Flow...
Close to Home
A Healing Environment
<ul><li>Fresh baked bread, coffee & tea  </li></ul><ul><li>Wireless Computer hook-ups  </li></ul><ul><li>Live Music </li><...
 
 
 
 
<ul><li>Preventive Health Services </li></ul><ul><ul><li>Flu & Pneumonia Shots </li></ul></ul><ul><ul><li>Primary Care Phy...
“ I shall not leave you comfortless…” Windber Hospice
<ul><li>Architecture </li></ul><ul><li>Natural Light </li></ul><ul><li>Plants </li></ul><ul><li>Music </li></ul><ul><li>Cl...
Hospice Patient Rooms
Breast Care Center
Comforting Environment
Employee Satisfaction 94% 97% 98% 98% 98% <ul><li>I believe my compensation is competitive in the local marketplace. </li>...
State-of-the-Art Equipment
Employee Communications <ul><li>Nick’s Blog </li></ul><ul><li>Open Door Policy </li></ul><ul><li>Windber Medical Center Ne...
Employee Physical Wellness <ul><li>Osteoporosis Program </li></ul><ul><li>Smoking Cessation </li></ul><ul><li>Eat Well for...
Employee Empowerment <ul><li>25 PTO Days </li></ul><ul><li>Donation of PTO days  </li></ul><ul><li>On site Baby Sitting </...
Employee Fitness <ul><li>HealthStyles – Nearly 50% of employees are members  </li></ul><ul><li>Open approximately 90 hours...
<ul><li>Disney Training for ALL employees </li></ul><ul><li>EQ2/Emotional Quotient Training </li></ul><ul><li>Planetree Tr...
<ul><li>Six Weeks of Ornish Light </li></ul><ul><li>Personal Nutrition Counseling </li></ul><ul><li>Healthy Vending Machin...
Integrative Therapies <ul><li>Yoga </li></ul><ul><li>Tai-Chi </li></ul><ul><li>Reiki </li></ul><ul><li>Acupuncture </li></...
Employee Emotional Health <ul><ul><ul><li>The Greenhouse </li></ul></ul></ul><ul><ul><ul><li>Planetree Room </li></ul></ul...
Greenhouse
Continued Dedication to Employee Personal Growth <ul><li>Reimbursement for additional college level credits and degrees </...
More Employee FUN!!! <ul><li>Sundae Parties </li></ul><ul><li>Subs and Pizza Parties </li></ul><ul><li>Trips to Pittsburgh...
We Ask Bullies to RESIGN   <ul><li>Anesthesiology </li></ul><ul><li>Critical Care Specialists </li></ul><ul><li>Internal M...
Source: The Hospital Council of Western PA  Average Length of Stay
Hospital-wide Nosocomial Infection Rate Average rate for 2004-2007  - 0.96 Below 1%
Mortality Comparison by Hospital Windber Medical Center had the lowest mortality rate of 0.8% compared to 8 peer hospitals...
Restraints
Readmission Rate
Windber Research Institute
<ul><li>Department of Defense </li></ul><ul><li>Walter Reed Army Medical Center </li></ul><ul><li>University of Pittsburgh...
How Innovative Leadership Cured Ailing Medical Center   Military-Civilian Endeavor  Makes Breast Cancer  Strides J.M. Wind...
“ Close your eyes if you want to see health care in the future.  Then open them, and see the extraordinary facility here a...
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Maximizing HCAHPS Scores

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Presentation to the Patient-Centered Care CEO Summit in Chicago, IL on 10/23/08 by Nick Jacobs

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Maximizing HCAHPS Scores

  1. 1. CEO SUMMIT MAXIMIZING HCAHPS SCORES F. Nicholas Jacobs President/CEO Windber Medical Center
  2. 2. HCAHPS Survey <ul><li>Communications with Nurses </li></ul><ul><li>74% - US 73% - WMC 82% - PA </li></ul><ul><li>Communications with Doctors </li></ul><ul><li>76% - US 79% - WMC 88% - PA </li></ul><ul><li>Responsiveness of hospital staff   </li></ul><ul><li>61% - US 60% - WMC 75% - PA </li></ul><ul><li>Cleanliness of hospital environment  </li></ul><ul><li>67% - US 68% - WMC 82% - PA </li></ul><ul><li>Discharge information   </li></ul><ul><li>79% - US 79% - WMC 87% - PA </li></ul>Windber Medical Center's scores were compared to the State and U.S. Average in several categories.
  3. 3. HCAHPS Survey <ul><li>Overall rating; WMC in the 9-10 scale;  PA 61% - US 63% - WMC 76% </li></ul><ul><li>Willingness to recommend this hospital - Yes-definitely -  </li></ul><ul><li> PA 65% - US 67% - WMC 82% </li></ul>Windber Medical Center's scores were compared to the State and U.S. Average in several categories.
  4. 4. Outcomes <ul><li>Emergency Room Visits Increased 3 X’s </li></ul><ul><li>Payroll from $7 to $21M </li></ul><ul><li>Average 3 year growth in net patient rev. 4.8% WMC was 21.58% </li></ul>
  5. 5. Outcomes <ul><li>Average PA operating margin .98% WMC 3.36% </li></ul><ul><li>HCAHPS top 10% in the United States </li></ul><ul><li>8 of 11 years of profit from operations </li></ul>
  6. 6. Financial Picture
  7. 7. 10 Year Financial Picture *2008 projected
  8. 8. Campus Redesign
  9. 9. <ul><li>HealthStyles Fitness Center </li></ul><ul><li>Institute of Integrative Medicine </li></ul><ul><li>Dean Ornish Coronary Artery Disease Reversal Center </li></ul><ul><li>Breast Care Center </li></ul><ul><li>Senior Citizen Center Attached </li></ul><ul><li>Walking Trails </li></ul>The New Medical Center
  10. 10. Community Fitness Center 4200 Pop. 1300 Members
  11. 11. Healing Arts… Nutrition for the Soul
  12. 12. Improve Image and Services <ul><li>Hotel Services </li></ul><ul><ul><li>Room Service </li></ul></ul><ul><ul><li>Fresh Flowers </li></ul></ul><ul><ul><li>Bread Baking </li></ul></ul><ul><ul><li>Live music </li></ul></ul><ul><ul><li>Artwork </li></ul></ul><ul><ul><li>Fountains </li></ul></ul><ul><ul><li>Accommodations for loved ones </li></ul></ul><ul><ul><li>Bathrobes and pajama bottoms </li></ul></ul>
  13. 13. Close to Home
  14. 14. A Healing Environment
  15. 15. <ul><li>Fresh baked bread, coffee & tea </li></ul><ul><li>Wireless Computer hook-ups </li></ul><ul><li>Live Music </li></ul><ul><li>TV-VCR for instant playback </li></ul>Specialty Suites
  16. 20. <ul><li>Preventive Health Services </li></ul><ul><ul><li>Flu & Pneumonia Shots </li></ul></ul><ul><ul><li>Primary Care Physician Services </li></ul></ul><ul><ul><li>Medical Specialties (Podiatry, Internal Medicine, Occupational Therapy) </li></ul></ul>CENTER FOR LIFE
  17. 21. “ I shall not leave you comfortless…” Windber Hospice
  18. 22. <ul><li>Architecture </li></ul><ul><li>Natural Light </li></ul><ul><li>Plants </li></ul><ul><li>Music </li></ul><ul><li>Clergy & Psychologists </li></ul>Design Philosophy
  19. 23. Hospice Patient Rooms
  20. 24. Breast Care Center
  21. 25. Comforting Environment
  22. 26. Employee Satisfaction 94% 97% 98% 98% 98% <ul><li>I believe my compensation is competitive in the local marketplace. </li></ul><ul><li>My work responsibilities are generally clear. </li></ul><ul><li>My job is important to Windber’s success. </li></ul><ul><li>I understand what is expected of me on the job. </li></ul><ul><li>I enjoy the type of work I do. </li></ul>
  23. 27. State-of-the-Art Equipment
  24. 28. Employee Communications <ul><li>Nick’s Blog </li></ul><ul><li>Open Door Policy </li></ul><ul><li>Windber Medical Center Newsletter </li></ul><ul><li>Pizza with the President </li></ul><ul><li>Town Hall Meetings </li></ul><ul><li>Management by wandering around </li></ul><ul><li>Caught You Caring </li></ul>
  25. 29. Employee Physical Wellness <ul><li>Osteoporosis Program </li></ul><ul><li>Smoking Cessation </li></ul><ul><li>Eat Well for Life Program </li></ul><ul><li>Strength Training </li></ul><ul><li>Cardiac Rehab </li></ul><ul><li>Walking Trails </li></ul>
  26. 30. Employee Empowerment <ul><li>25 PTO Days </li></ul><ul><li>Donation of PTO days </li></ul><ul><li>On site Baby Sitting </li></ul><ul><li>Social Welfare </li></ul><ul><li>Death of an in-law or grandchild 3 days </li></ul>
  27. 31. Employee Fitness <ul><li>HealthStyles – Nearly 50% of employees are members </li></ul><ul><li>Open approximately 90 hours per week. </li></ul><ul><li>Employee costs approximately $10 per month </li></ul><ul><li>Includes classes in kick boxing, aerobics, water aerobics, yoga, tai chi </li></ul>
  28. 32. <ul><li>Disney Training for ALL employees </li></ul><ul><li>EQ2/Emotional Quotient Training </li></ul><ul><li>Planetree Training Team </li></ul>Employee Training & Development
  29. 33. <ul><li>Six Weeks of Ornish Light </li></ul><ul><li>Personal Nutrition Counseling </li></ul><ul><li>Healthy Vending Machines </li></ul><ul><li>Healthy Choice Meals </li></ul><ul><li>(Fat Free, Vegetarian) </li></ul>Dr. Dean Ornish Program for Reversing Heart Disease
  30. 34. Integrative Therapies <ul><li>Yoga </li></ul><ul><li>Tai-Chi </li></ul><ul><li>Reiki </li></ul><ul><li>Acupuncture </li></ul><ul><li>Drumming </li></ul><ul><li>Music Therapy </li></ul><ul><li>Massage Therapy </li></ul><ul><li>Pet Therapy </li></ul><ul><li>Humor Therapy </li></ul><ul><li>Aroma Therapy </li></ul>
  31. 35. Employee Emotional Health <ul><ul><ul><li>The Greenhouse </li></ul></ul></ul><ul><ul><ul><li>Planetree Room </li></ul></ul></ul><ul><ul><ul><li>Healing Gardens </li></ul></ul></ul><ul><ul><ul><li>Gazebos </li></ul></ul></ul><ul><ul><ul><li>Live Music </li></ul></ul></ul><ul><ul><ul><li>Counselors </li></ul></ul></ul><ul><ul><ul><li>Clergy </li></ul></ul></ul><ul><ul><ul><li>The Swat Team </li></ul></ul></ul>
  32. 36. Greenhouse
  33. 37. Continued Dedication to Employee Personal Growth <ul><li>Reimbursement for additional college level credits and degrees </li></ul><ul><li>Workshops </li></ul><ul><li>Conferences </li></ul><ul><li>Video Teleconferencing </li></ul>
  34. 38. More Employee FUN!!! <ul><li>Sundae Parties </li></ul><ul><li>Subs and Pizza Parties </li></ul><ul><li>Trips to Pittsburgh Pirates Baseball </li></ul><ul><li>Tickets to: The Symphony, The Opera, Theater, Hockey, and lots of DINNERS. </li></ul><ul><li>Employee Recognition Dinners </li></ul><ul><li>Hospital Week Cookout </li></ul><ul><li>BIG HOLIDAY PARTY </li></ul>
  35. 39. We Ask Bullies to RESIGN <ul><li>Anesthesiology </li></ul><ul><li>Critical Care Specialists </li></ul><ul><li>Internal Medicine Physicians </li></ul><ul><li>Surgeons </li></ul><ul><li>In the past 11 years we have asked 11 highly qualified physicians and 37 employees to LEAVE because they were bullies </li></ul>
  36. 40. Source: The Hospital Council of Western PA Average Length of Stay
  37. 41. Hospital-wide Nosocomial Infection Rate Average rate for 2004-2007 - 0.96 Below 1%
  38. 42. Mortality Comparison by Hospital Windber Medical Center had the lowest mortality rate of 0.8% compared to 8 peer hospitals all above 1% Risk-adjusted index is statistically significant at a confidence level of 95%
  39. 43. Restraints
  40. 44. Readmission Rate
  41. 45. Windber Research Institute
  42. 46. <ul><li>Department of Defense </li></ul><ul><li>Walter Reed Army Medical Center </li></ul><ul><li>University of Pittsburgh </li></ul><ul><li>Preventive Medicine Research Institute </li></ul><ul><li>Samueli Institute </li></ul><ul><li>General Electric Research and Development </li></ul><ul><li>Georgetown University </li></ul><ul><li>Geisinger Health System </li></ul><ul><li>University of Maryland </li></ul>Our Strategic Partners…
  43. 47. How Innovative Leadership Cured Ailing Medical Center Military-Civilian Endeavor Makes Breast Cancer Strides J.M. WindberCare Mammography Gown Breast Cancer Vaccine Shows Promise Digging for Nuggets of Wisdom Joyce Murtha Breast Care Center Collaboration at its Finest The Largest Data Warehouse In The World? National Attention
  44. 48. “ Close your eyes if you want to see health care in the future. Then open them, and see the extraordinary facility here at Windber. This is the future of health care, it focuses on prevention and research. Keeping people healthy and focusing on end of life.” DONNA SHALALA U.S Secretary of Health & Human Services

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