Children

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Childrens Hospital of Orange CountyIts All
About the Children
California Council for Excellence14th Annual
ConferenceMarch 28, 2008
Beth Rowett, MA, MHA, CPHQExecutive Director,
Quality
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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
  Childrens Hospital.

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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 childrens 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 Registers Best of Orange County
  readers poll.

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CHOC Safety Status and Recognitions

• CHOC is one of only eight childrens hospitals
  named to The Leapfrog Groups Top Hospitals
  2007 list, and was one of nine in 2006.

• Californias 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 childrens hospitals.

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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
  
  

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CHOC Inpatient Services

• General Surgery
• Neurosurgery
• Orthopaedic Surgery
• Gastroenterology

• General Medical with Emphasis
• Respiratory
• Endocrine
• Hematology
• Infectious Disease
• Neurology
• Oncology

• Pediatric Intensive Care
• Cardiovascular Intensive Care
• Oncology Intensive Care
• Neonatal Intensive Care

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CHOC Primary Care Clinics Licensed By the State
of California

• CHOC Clinic in Orange
• Clínica CHOC Para Niños in Santa Ana
• CHOC Clinic at Boys and Girls Club of Santa Ana
• Costa Mesa Clinic
• CHOC Garden Grove

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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

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Its All About the Children

• Family-Centered Care
• Associate Commitment
• Service Excellence Council
• Communication and Relationship Building
• Child Health Corporation of America

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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

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Family-Centered Care, Continued

• Physician Rounding
• Collaborative Treatment Planning
• Interpreters
• Disclosure
• Ronald McDonald House
• Volunteer Services
• Radio Lollipop

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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

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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

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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

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Customer Complaint Process
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Child Health Corporation of America

• 43 Free-Standing Childrens Hospitals
• Customer Service Forums
• External Comparative Data
• Best Practice Networking

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Improvement Priority Next Steps

• Service Recovery Training
• Complaint Management
• Electronic Reporting Process
• Data Analysis
• Reports
• Organizational Learning
• Patient Satisfaction Survey Tool

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• Children are the worlds most valuable resource
  and its best hope for the future.
• John Fitzgerald Kennedy