A Funny Thing Happened

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A Funny Thing Happened

• Brian Paradis

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A Funny Thing HappenedEmergency Department
Enterprise
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As is State

• Not fixable
• Agency high (40-50 Some Campus)
• 6.3 (20,000 people) - Left w/o seeing Doctor
• Patient Satisfaction 20thtile
• Costs Climbing - 20-30
• Front door effectively closed (walk-in
  ambulance)

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Approach Design Drivers

• Patient Driven
• Core process based Fundamentals (3Ds)
• Frontline Engagement
• Physician Partnered/Led
• Team Work (Enterprise wide)
• Fact based (Data Key)
• RELENTLESS

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ED Performance

• Red Slide

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ED Performance
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Performance Outcomes
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ED Patient Satisfaction
80thpercentile
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Our team is telling us somethingAre we listening?
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Engagement Trend
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2008 Gallup Engagement
However . . . . .
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Gallup EngagementClinical Non-Clinical
Comparison (2007)
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Safety Culture Survey Results

• Overall perceptions of Safety (Positive
  Responses)
• Nursing 52
• Physician 50

(or 35th percentile)
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Critical Survey Questions( Positive Responses)
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Physician Satisfaction Survey

• Willingness to Recommend this Hospital?
• 44th
• Overall Satisfaction with this Hospital?
• 35th

(Percentile)
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Critical Survey Questions (tile)
(Percentile)
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Our patients agreeDo we care?
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HCAHPS Patient Experience Survey (Definitely
Yes)

• Recommend this hospital to family friends
• Definitely Yes tile
• 58 23rd

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Critical Survey Questions(Always)
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Is it getting warm in here?. . .Or is it just me?
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What is the Point?

• Our mission demands much better that our reality
• There is no place to hide (facts are the facts)
• This is fixable, there is much hope
• Patient Safety/Quality and Patient Experience are
  ALMOST the same thing
• Process, Process, Process . . .
• Fundamentals, Fundamentals, Fundamentals

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Approach Design Drivers

• Patient Driven
• Core process based Fundamentals (3Ds)
• Frontline Engagement
• Physician Partnered/Led
• Team Work (Enterprise wide)
• Fact based (Data Key)
• RELENTLESS

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ED Performance

• Red Slide

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ED Performance
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ED Patient Satisfaction
80thpercentile
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