This document provides an overview of Saint Luke's Health System, a large tertiary care hospital. It details the organization's focus on performance excellence, having won the Malcolm Baldrige National Quality Award. The system uses information technology extensively to support quality initiatives and improve outcomes across clinical areas. Metrics shown demonstrate improved patient satisfaction, physician adoption of technologies, and employee retention compared to benchmarks. Future plans aim to extend initiatives to affiliated physicians' offices using an integrated electronic health record.

1. Our Journey to
Performance Excellence
John Wade
Vice President and Chief Information Officer
Saint Luke’s Health System

2. Organization Profile
• 1423 beds
• 7086 employees
• 1317 physicians
• Tax Exempt
• Tertiary care referral
• Protestant Episcopal
Church
• Primary teaching hospital
– UMKC School of
Medicine
• Level I Trauma Center
• Level III Neonatal care
• Centers of Excellence

3. Focus on Excellence
• 2003 Malcolm Baldrige National Quality
Award Recipient
• Named No. 1 consumer choice in Kansas
City for 8 consecutive years
• “Most Wired” Hospital winner since 1999

4. “Technology is how we glue clinical quality
together. It’s the only way we can provide
the right care at the right place, at the right
time, in the right way and at the right cost.”
- G. Richard Hastings, CEO, Saint Luke’s Health System
Luke’

5. Information Technology
Supporting Quality Initiatives
• Initial focus on inpatient environment
• Deployed Horizon Clinicals
– Orders Management
– Nursing Documentation
– Clinical Data Repository
– Medication Safety
– Document Imaging
– Medical Imaging (PACS)
– Physician Portal

6. Results:
Improved Clinical Outcomes
Patients Receiving tPA Following Ischemic Stroke
30
SLH
National Average BETTER
25
Next Best
% of Patients
20
15
10
5
0
2000 2001 2002 2Q03

7. Results:
Improved Clinical Outcomes
Patients Receiving tPA Following Ischemic Stroke
30
SLH
National Average BETTER
25
Next Best
% of Patients
20
National Benchmark for Stroke Reversal
15
10
5
0
2000 2001 2002 2Q03

8. Improved Patient Satisfaction
Patient Satisfaction
100
95
90
%
85
80
IP OP ED BETTER
75
1999 2000 2001 2002 2003

9. Improved Patient Satisfaction
Patient Satisfaction
100
95
94% of patients satisfied with their care
90
%
93% of patients satisfied with outcomes
85
80
IP OP ED BETTER
75
1999 2000 2001 2002 2003

10. Employee Retention
SLH Retention
90
85
%
80
SLH Saratoga Institute BETTER
75
1998 1999 2000 2001 2002 2003

11. Employee Retention
SLH Retention
90
85
Average 7% nurse turnover compared
to 20% industry average
%
Source: American Nurses Credentialing Center
80
SLH Saratoga Institute BETTER
75
1998 1999 2000 2001 2002 2003

12. Results:
Increased Physician Adoption
Adoption
2500
2000
Average
1500
Logins
1000
500
Per Day
0
May Jun Jul Aug Sept Oct Nov Dec
Logins
User Types
Unique Logins this period: 1615
Physicians
Percentage
Average Logins Weekday: 2091
Nurses
Hospital Staff Average Logins per day: 1714
Office Staff Average Logins Weekend day: 793
Allied
Average Session Length (min.): 11

13. Results:
Increased Physician Adoption
Adoption
2500
2000
Average
1500
Logins
1000
500
Per Day
0
May Jun Jul Aug Sept Oct Nov Dec
90%+ of physicians using portal to
Usercomplete and sign medicalLogins
charts
Types
Unique Logins this period: 1615
Physicians
Percentage
Average Logins Weekday: 2091
Nurses
Hospital Staff Average Logins per day: 1714
Office Staff Average Logins Weekend day: 793
Allied
Average Session Length (min.): 11

14. The Next Step to Excellence
• Extending quality and patient safety initiatives to
the physician’s office
• Leverage existing IT investments—especially
HorizonWP Physician Portal and Horizon Patient
Folder
• Deploying ambulatory EHR and practice
management to 200 physicians, employed and
affiliated
• Incremental approach beginning with electronic
prescribing launched via the portal

15. Ambulatory Objectives
• Consistent integrated medication record
• Common problem list, procedure and
allergy information universally available
• Improved patient safety/satisfaction
• Care coordination across settings and
medical specialties
• Improved operational efficiencies

16. Why McKesson?
• Ambulatory strategy aligned with our
vision
• Leveraging success with existing clinical
solutions for physicians
• Fully integrated electronic health record
across care settings

17. Saint Luke’s Health System
THE BEST PLACE TO GET CARE…
THE BEST PLACE TO GIVE CARE!