Making a Difference Tomah Memorial Hospital

1
Making a DifferenceTomah Memorial Hospital

• Toby Freier, MBA, CHE, CHFP

2
Takeaways

• Vision and Strategic Plan - your destination
• Its All about the People
• Balance Live it
• Communicate, Communicate, Communicate to your
  organization and community

3

• Vision
• Strategic Plan
• Balanced Scorecard
• Leadership Communication

4
Who Knows Your Vision?

• TMH Vision Tomah Memorial Hospital will be the
  recognized leader in providing superior
  healthcare to families, friends, and businesses
  throughout the communities we serve.
• Leadership - a Passion for Inspiring
• Create Vision, Communicate to Others, Gain
  Commitment
• Seek the Possible, not Probable
• Are we fulfilling our role and making a
  difference

5
Strategic Plan

• Tomah Memorial Hospital
• Operational Excellence
• Medical Staff Relationships
• Market Growth
• Community Engagement
• Whats yours?
• Could I put a rough draft together by only
  attending your next 2 board meetings or your
  department manager meetings
• Break it down to bite-size pieces

6
Culture

• What behaviors define the organizational culture
  at your hospital?
• Ecosystem drives success
• Set of Shared Behaviors within Facility (not the
  words used in ads or policy stmts)
• Balance Pillars of Excellence
• PEOPLE, QUALITY, SERVICE, GROWTH, FINANCE
• Service - Patient vs. Department Centered
• Communication, Trust Empowerment
• Balance Focus Balanced Scorecard
• Respect, Reasonable Expectations, and Clear
  Direction

7
Pride at Tomah Memorial Hospital

• Top 100 Hospital (1 of 25 rural hospitals)
• JCAHO last score 99 mid 90s for last decade
• Employee Satisfaction in 90th percentile
• Patient Satisfaction over 85 give us the
  highest rating
• 8 million building expansion/remodel in 2004-05
• Leader in Medication and Patient Safety eMar,
  wireless paging system integration
• IT wireless network, Clinical View for
  physicians
• Strong Financial Foundation and Success
• Community Engagement compassion, close to home
  and value

8
PEOPLE

• Employees Recruit Retain
• Hiring Values and Vision Compatible
• Bonus plan align behaviors with strategy
• Orientation 90 day review right selection,
  right job
• Management Interaction who do you eat lunch
  with
• Newsletter, Forums, Thank yous
• Compliant vs. Committed, Stars and Slugs
• All the extras cappuccino, meals, flexibility,
  gifts
• Can your employees market your hospital?
• Medical Staff
• How do you know the satisfaction or pride of your
  physicians with the hospital?
• Regular meetings in their office
• Surveys annual full survey, quarterly targeted
  survey
• What is their involvement in strategic plan,
  the board, IT changes, scorecards, etc.

9
QUALITY

• Commitment from Leadership
• Communicate the results
• eMar electronic MAR, meds locked in patient room
  cabinet
• Patient Safety Rounds
• Patient Falls Prevention
• Logicare Discharge Instructions
• Nurse Call and Wireless Paging System
• Darla Award for compliance with Abbreviation
  use policy
• Hand-writing Award for physician legibility

10
SERVICE

• Discharge Call-backs from Surgery
• Coming to ER Med/Surg
• Menu Service for Inpatients
• Adding Mid-level provider for peak ER/Urgent care
  times
• Cleanliness
• Customer Service Training

11
GROWTH

• Before Growth fix people, quality, service
• Marketing does it tie to your strategic plan
• How well do you know the market share for
  specific services?
• Find your competitive advantages and maximize
  them -- quality, cost, compassion
• Economic Impact of your Community Hospital
• How do you communicate the benefits?
• 990 not many people read that
• What if you were to increase your market share by
  10, how would that impact the community?
• Community Engagement
• Employer meetings, newspaper articles, Lions
  Club, Parish Nursing
• Reach Out to other Healthcare entities
• Community Awareness Program

12
FINANCE

• Human Resource Investment do we calculate the
  same ROI on our human resources as our capital
  investments need Productivity system
• Cost Report for CAH
• All-inclusive Billing
• CRNA cost-based for less than 800 surgeries
• Time Studies ER HIS
• 24/72 hour rules
• Capital and Funded Depreciation
• Assignment of Expenses
• Non-reimbursables
• Managed Care Contracts wheres the leverage?
• Patient Friendly Billing

13
(No Transcript)
14
FINANCE

• The future of Cost-based Reimbursement?
• Federal Policy Modifications to Come?
• What about Medicare Advantage contracting?
• Tier Based Insurance Cost-sharing upcoming???
• BC/BS MN based on Costs and minimal quality
  standards
• Medica
• United Healthcare
• Does this provide a competitive advantage for
  CAHs?

15
Community Awareness Program

• TMH made significant improvements over the past
  few years facilities, technology, quality,
  service, efficiency .. However much of our
  community still had the same old perception of us
  band-aid station, inferior quality,
  outdated facility technology, minimal
  surgical capabilities
• Goal of the Program Bring Perception up to
  Reality for Attendees and Knock their socks off
  with exceptional sessions so they tell everyone
  they know
• People gt Quality gt Service gt Growth gt Finance

16
Community Awareness Program

• Program consists of Six interactive sessions
  designed to educate and engage you in the
  delivery of healthcare in your community. What
  can you expect to see and learn through this
  program - You will be exposed to simulated and
  demonstrated everyday scenarios at TMH
  including
• Whats it like inside an ER Trauma Room and how
  does our Emergency Room respond in the case of a
  local trauma situation
• Life inside the Operating Room performing
  surgery at TMH
• Birth the most precious gift see how babies
  are born in the Newest Delivery Suites and
  Birthing Center in the Region

17
Community Awareness Program

• Continued..
• Diagnostics have a chance to read a CT Scan as
  well as utilize the newest laboratory equipment
• Rehabilitation theyve expanded their area by
  250, see their new space and learn how they get
  people back to doing the activities they enjoy
• Patient Safety see what processes are put in
  place to increase the safety of care delivered at
  TMH
• - learn about billing, the finances of
  healthcare, the importance of a community
  hospital, and where we go from here

18
Community Awareness Program

• What are some of the comments shared from the 1st
  group of participants last Fall and this Spring
• The full six weeks has been most (and then some)
  informative. It answered many questions Ive had
  pertaining to treatment given at Tomah Memorial
  Hospital
• I tell others about this great program everyday
• This program continues to instill confidence in
  the medical services available at TMH and the
  competence of the personnel providing those
  services

19
Community Awareness Program

• Continued
• Only one thing, time goes by too fast
• I was very impressed and proud of our excellent
  services and facilities
• Very interesting learned a lot. Remodeling is
  beautiful
• This program is highly recommended for all
  community and area citizens
• Newspaper Articles and Editorials free
  advertising

20
Thank You

• Toby Freier
• CFO/VP
• Tomah Memorial Hospital
• Tomah, WI
• tfreier_at_tomahhospital.org
• 608-374-0307