DON’T STOP BELIEVIN’! - s3.amazonaws.com€¦ · Betsy Scroggins, RN, AVP Nursing [email protected] Jayme Tubbs, Service Excellence Coach [email protected]

Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization

DON’T STOP BELIEVIN’!

By:

Betsy Scroggins, RN, AVP Nursing &

Jayme Tubbs, Service Excellence Coach

Jennie Stuart Health

Hopkinsville, KY

Our Journey to Excellence


Execution Framework: Evidence-Based LeadershipSM

2

LEADER EVALUATIONImplement an organization-wide

leadership evaluation system to

hardwire objective accountability

LEADER DEVELOPMENTCreate process to assist leaders in

developing skills and leadership

competencies necessary to attain

desired results

MUST HAVES®

Rounding, Thank You Notes, Employee

Selection, Pre and Post Phone Calls, Key

Words at Key Times

PERFORMANCE GAPRe-recruit high and middle performers,

Move low performers up or out

STANDARDIZATIONAgendas by pillar, peer interviewing, 30/90 day

sessions, pillar goals

ACCELERATORSLeader Evaluation Manager®

Validation MatrixSM

Provider Feedback SystemSM

Studer Group Rounding

Patient Call ManagerTM


DON’T STOP BELIEVIN’!


Jennie Stuart Health

• Who we are:

• Acute care, community hospital

• Private

• Not for profit

• Licensed for 194 beds

• Located in Hopkinsville, KY

• Celebrating 102 years of service to our community

• Partnered with the Studer Group in 2012

• 700 employees


5

Our Journey to Excellence


• Culture Specific Progress

• We learned we didn’t always have to travel the journey like we originally

planned!

• Ensure that each step you take is the best step for your organization!

• Dress Code Update and Implementation

• The focus on quality and patient experience had to be

exemplified by how we looked!

• We are proud that we not only look professional but our

clinical teams are easily identified by patients

and their family members.

6

What we have done well….


• RIF

• Financial environment of healthcare forced us to go through this financial

restructuring which was imperative to our survival

• 13% reduction in force

• Didn’t cut service lines!

• We used this incredibly difficult situation to utilize our HighMiddleLow© training

to make strategic choices regarding who remained on our team.

• Having the RIGHT coach on our bus!

• From each coach along our journey, we have learned a great deal!

• Cara joined our team in Q3 2014 and she has been paramount to our success

and how quickly we have progressed since then!!!

7

What we have done well….


• Building the right Senior Team

• Service Excellence focus in Orientation—both General and Clinical

• High/Middle/Low (HML)

• Hourly Rounding / Nurse Leader Rounding / Handoff Communication

• Skills Labs for Training

• Reward and Recognition focus

• Leadership Development Institutes(LDI’s)

• Leader Evaluation Manager® (LEM)

• Patient Call ManagerSM (PCM)

• Validations/Coaching

• Conference Attendance

8

Must Haves® we have learned to do well….


• 2 days, each quarter since July 2012

• Content expert’s present:

• Eric Lee, CEO opens with current issues affecting JSMC

• Updates on previously trained tactics

• New tactics are presented

• Break out sessions

• Group discussions

• Have FUN!!!

9

Leadership Development Institutes


• Goals are aligned with organizations annual business plan.

• Merit increase is tied directly to LEM performance

• Data is reviewed in Monthly Meetings

• 2 senior team review meetings happen annually:

• Year-end review meeting:

• Discuss each manager’s final score and performance

• Upcoming year review

• Review the upcoming year LEM for each manager before locking goals

10

Leadership Evaluation Manager®


• Unit Specific Roll-Out and Execution!

• All Areas, Jan.2016-April 2016

• Contact Rate: 95.04%

• Completed Rate: 67.53%

11

Patient Call ManagerSM

Patients

AttemptedPatients

Completed

Count Percent Count Percent

Total 6260 95.04% 4448 67.53%

Unit

5Th/Med 546 91.76% 384 64.54%

7Th/Surg 365 89.68% 220 54.05%

8Th/Surg 69 84.15% 57 69.51%

Asc 993 98.41% 769 76.21%

Conv Care 2632 96.76% 1706 62.72%

Icu 33 86.84% 31 81.58%

Ob/Gyn 280 94.92% 258 87.46%

Pcu 94 78.99% 81 68.07%

Sleep Lab 133 67.86% 117 59.69%

Surgery 1115 99.02% 825 73.27%

WILL UPDATE WITH CURRENT

DATA PRIOR TO SUBMISSION

http://localhost:81/ReportServer?/PcmSqlReports/ContactSummaryByUnitDetails&Role=StatsReports&FacilityId=942000&EmployeeId=281644&EmployeeName=Tubbs, Jayme&DateSearch=ServiceDate&UnitId=12240&FromDate=01/01/2016 00:00:00&ToDate=04/18/2016 00:00:00&DateFormat=M/d/yyyy&TimeZoneFormat=CT&TimeZoneOffset=0&FromOffsetDate=01/02/2016 00:00:00&ToOffsetDate=04/19/2016 00:00:00&rs:ParameterLanguage=











• Primarily focused on Must Haves®

• Multiple layers!

• VP of Nursing

• AVP of Nursing

• Nurse Managers

• House Supervisors

• Service Excellence Coach

• Studer Coach

12

Validations/Coaching


• Evolution of our HCAHPS Scorecard!

13

Score Transparency

HCAHPS MEASURE

2010

3rd quarter

FINAL

2011

3rd quarter

FINAL

2012

3rd quarter

FINAL

2013

3rd quarter

FINAL

2014

3rd quarter

FINAL

2015

3rd quarter

FINAL

2016

1st quarter

FINAL

Communication with Nurses 70.70% 76.10% 73.12% 77.21% 79.07% 80.83% 83.26%

33

Communication with Doctors 77.00% 79.50% 79.23% 80.64% 76.99% 80.65% 81.88%

Responsiveness of Hospital Staff 55.60% 68.20% 62.71% 66.71% 65.35% 75.52% 73.83%

Pain Management 63.20% 69.50% 68.82% 68.65% 69.72% 72.44% 74.48%

Communication About

Medicines54.10% 59.90% 55.59% 69.22% 67.26% 67.62% 65.43%

Cleanliness of Hospital

Environment66.70% 76.00% 71.51% 70.22% 78.05% 75.63% 79.21%

Quietness of Hospital

Environment63.60% 64.80% 56.52% 56.25% 59.51% 61.25% 63.84%

Discharge Information 82.60% 82.40% 83.44% 84.02% 86.36% 86.53% 90.52%

Overall Rating of Hospital 54.40% 56.90% 55.62% 62.64% 65.64% 68.79% 65.71%

Care Transition Measure 48.31% 52.12% 57.69% 54.63%


• Since 2012:

• 31 different attendees

• 49 total attendees

• Senior team, board members, managers, and front line staff attend!

• Used strategically:

• as a reward and recognition tool

• To reach those who just need a little push and connection to purpose!

14

Conference Attendance


15

But, it’s not always unicorns and butterfly's!!


• “Studer Lite”

• Trying to take this journey without real guidance is incredibly difficult. Like

trying to cross the country on a road trip without a map.

• We had “buy-in” from a few leaders, but not everyone—and it takes everyone—

starting at the top!

• RIF

• Though looking back this was something we ended up doing pretty well, this

was still a very difficult time for our organization!

• A lot of experience was lost with the offer of early retirement that was offered

during the RIF

Our Bumps in the Road…


• Physician Alignment

• This is still under construction!

• Physicians are resistant to change and finding it difficult to deal with the

external pressures that are forcing them to make changes.

• Medicare Readmissions

• Physician alignment lacking

• Need right docs on our bus and accountability!



• Turnover

• Improving our interviewing and hiring processes.

• We face a challenge of relocation due to our close proximity to Ft. Campbell

• Nursing shortage!

• Service Teams (aka Quality Impact Teams) Roll-Out

• This was one of the early bumps that taught us about culture specific progress

that we talked about earlier!

• We were not culturally ready to take this exit!



• Dress Code Implementation

• We updated both the general dress code as well as standardizing the scrub

colors by discipline.

• Implementation was a major challenge for us!.....

• But accountability has been the biggest challenge!

• Ransomware – May 2016

• We learned a LOT!

• Immediate Town Hall meetings a must

• Needed an incident commander center.


Slide 20

20

Celebrate the Successes You Have

Along the Way!


Q1

2012Q4

2012

Patient Call Manager

Leader Evaluation Manager

Leader Rounding on Employees

Q1

2013

Dedicated

Discharge

Education

Nurse

Q3

2013

Interdepartmental Rounding

Interdepartmental Surveys

Service Excellence/AIDET in General

Orientation

Q4

2013

Hourly Rounding

Q2

2014

HighMiddleLow©

Q3

2014

Handoff

Communication

Standardization

Q4

2014

Studer Group Partnership

Q3

2015

Q4

2015

Year 2:

HighMiddleLow©

Q1

2015Q3

2012

Quarterly

2 Day/Off-Site

LDI’s

Service Excellence/Tactics

in Clinical Orientation

Q2

2016


76.11%

82.33%83.26%

70.00%

72.00%

74.00%

76.00%

78.00%

80.00%

82.00%

84.00%

86.00%

Q1 2014 Q1 2015 Q1 2016

Communication with Nurses

59.46%

70.98% 73.83%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

Q1 2014 Q1 2015 Q1 2016

Responsiveness of Hospital Staff

66.74%

75.67%74.48%

62.00%

64.00%

66.00%

68.00%

70.00%

72.00%

74.00%

76.00%

78.00%

Q1 2014 Q1 2015 Q1 2016

Pain Management


87.02%

88.41%

90.52%

84.00%

85.00%

86.00%

87.00%

88.00%

89.00%

90.00%

91.00%

92.00%

Q1 2014 Q1 2015 Q1 2016

Discharge Information

72.98%

79.88%

81.88%

66.00%

68.00%

70.00%

72.00%

74.00%

76.00%

78.00%

80.00%

82.00%

84.00%

Q1 2014 Q1 2015 Q1 2016

Communication with Doctors

65.95%

63.85%

65.43%

62.50%

63.00%

63.50%

64.00%

64.50%

65.00%

65.50%

66.00%

66.50%

Q1 2014 Q1 2015 Q1 2016

Communication About Medicines


65.31%

68.96%

71.53%

61.00%

63.00%

65.00%

67.00%

69.00%

71.00%

73.00%

Q1 2014 Q1 2015 Q1 2016

Environment of Care

43.08%

54.54% 54.63%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Q1 2014 Q1 2015 Q1 2016

Care Transition Measures

59.15%

67.98%

65.71%

54.00%

56.00%

58.00%

60.00%

62.00%

64.00%

66.00%

68.00%

70.00%

Q1 2014 Q1 2015 Q1 2016

Overall Rating of Hospital


HCAHPS MEASURE

2010

3rd quarter

FINAL

2011

3rd quarter

FINAL

2012

3rd quarter

FINAL

2013

3rd quarter

FINAL

2014

3rd quarter

FINAL

2015

3rd quarter

FINAL

2016

1st quarter

FINAL

Communication with Nurses 70.70% 76.10% 73.12% 77.21% 79.07% 80.83% 83.26%

33

Communication with Doctors 77.00% 79.50% 79.23% 80.64% 76.99% 80.65% 81.88%

Responsiveness of Hospital Staff 55.60% 68.20% 62.71% 66.71% 65.35% 75.52% 73.83%

Pain Management 63.20% 69.50% 68.82% 68.65% 69.72% 72.44% 74.48%

Communication About

Medicines54.10% 59.90% 55.59% 69.22% 67.26% 67.62% 65.43%

Cleanliness of Hospital

Environment66.70% 76.00% 71.51% 70.22% 78.05% 75.63% 79.21%

Quietness of Hospital

Environment63.60% 64.80% 56.52% 56.25% 59.51% 61.25% 63.84%

Discharge Information 82.60% 82.40% 83.44% 84.02% 86.36% 86.53% 90.52%

Overall Rating of Hospital 54.40% 56.90% 55.62% 62.64% 65.64% 68.79% 65.71%

Care Transition Measure 48.31% 52.12% 57.69% 54.63%


• Return to consistent profitability!

• 7 out of 10 HCAHPS Composites are improving at a

75th-90th percentile Rate of Change

• Strategic Affiliation with Vanderbilt Medical Center

26

Successes of our Journey so far…..


27

Our TRUE success…our Patient’s

Experience at JSMC!

"Upon arrival to the 7th floor the staff made

me feel like they were very concerned

about me." I did not receive much rest, but

it was because the staff was so attentive

and concerned about me." On the 7th floor

they did their job. When they left my room

they informed me when they would be

coming back. All the staff and Respiratory

Therapy on the 7th floor did their job. I

received outstanding care, always on time

with my treatments. The care I received

makes me want to come back to the 7th

floor!!”

Care was excellent. Best

care I have received in a

very long time, and I

have been in a lot of

hospitals.

The entire nursing staff

was excellent everyone

was patient, polite, and

concerned. Just flat out

GREAT and the best

care I have received!!


28

Our TRUE success…our Patient’s

Experience at JSMC!

"I've been in the hospital in

Alabama, Nashville, Bowling

Green and Jennie Stuart is the

best hospital I've

ever been in. Everybody did a

really good job."

"I wasn't a fan of Jennie Stuart due to my

experience in the past but I have no

complaints about my stay this time.

They were very nice to me. Gina my nurse

the first night helped calm me down and

took great care of me. Jennifer was my

nurse the day I left and she was very

helpful with my dressing change and

making sure I felt comfortable with it before

I left. I would

recommend you to anyone now. I was very

happy with my stay. I received good care.

Everyone was very attentive. There are

some awesome nurses on the 7th floor.

Ya’ll have made some great changes. I had

a wonderful stay."


29

We have not arrived at our destination yet—

but we are more determined than ever! We

must keep reminding ourselves---

DON’T STOP BELIEVIN’!!

We are

here!

Slide 30

Betsy Scroggins, RN, AVP Nursing

[email protected]

Jayme Tubbs, Service Excellence Coach

[email protected]

mailto:[email protected]

Documents

DON’T STOP BELIEVIN’! - s3.amazonaws.com€¦ · Betsy Scroggins, RN, AVP Nursing [email protected] Jayme Tubbs, Service Excellence Coach [email protected]