The Pursuit of Excellence: Building a Culture of Quality through Change Management at the MomentofTr

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The Pursuit of ExcellenceBuilding a Culture of
Quality through Change Management at the
Moment-of-Truth One Patient at a Time

• Paul A. Sommers, PhD
• Hudson Hospital Clinics

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Establish a Culture of Quality

• A way of doing business through change management
  that is
• Mission Driven
• Values Centered
• Customer Focused Patient Centered
• Every patient, Every contact, Every day
• In-person, by telephone, In-writing
•  
• Easy to Say Difficult to Do

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The Business of Patient Satisfaction Financial
Value

• Source
  Annual Value 10 years 20 years
• CMS (Medicare/Medicaid) 5,670 56,700
  113,400
• United Family Practice Health
• Center United Hospital,
• St. Paul MN 5,076
  50,760 101,520
• Hudson Hospital Clinic,
• Hudson WI 4,376
  43,760 87,520

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Its About the People

• It all starts by attracting and retaining the
  best employees for all positions in organization
  and empowering each employee to seek out and
  resolve patient concerns as they occur
• First who, then what
• Engage and invest in employees to make a
  difference
• Reward and recognize

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Inspire Your Workforce

• Every manager is accountable for
• Open communication No Secrets! No excuses!
• Employees are valued
• No retribution
• Excellent employee satisfaction excellent
  patient satisfaction

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Implementing Patient-Centered Change Management
Requires

• Commitment to Excellence from the Top Down
• Development of Great Leaders
• Hardwire Accountability Every Patient Every
  Contact Every Day
• Excellent Patient Satisfaction
• Requirement in every job description
• A key measure in annual evaluations
• Tools and metrics that are easy and automatic

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Collect and Act on Information in Real-Time

• Capturing and acting-on what the patient needs at
  the place and time the patient needs itis
  PRICELESS
• The single most important question
  asked
• If just ONE thing could be done to improve your
  experience today, what would it be?
• At the Point-of-Care
• Specialty Clinics Emergency Center Lab
• Medical Imaging Ambulatory Surgery
• Rehabilitation Inpatient Units
  (Med-Surg/OB)

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Every Patient, Every Contact, Every Day

• 
  Tools Used
•  
• The MOT system runs on KnowWire provided by
  Vertical Systems of Eden Prairie, Minnesota
• KnowWire operates independent of the IT system as
  a plug-and-play wireless communication tool
• Any question that can be expressed in a written
  survey can be expressed in the actionable
  interactive form of a fixed or mobile
  kiosk/tablet

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The Role of KnowWire

• Each survey result is sent to a secured database
  and examined for alerts defined uniquely for
  each application
• Alerts are patient activated and sent via Email
  or pager depending on the urgency required
• Example, an immediate page is sent to the
  appropriate personnel to initiate the
  conversation at-the-point-of-care

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Outcomes 2007

• The single most
• important metric used
• Would YOU
• recommend Hudson
• Hospital Clinics to
• family and friends?

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Hudson Hospital Results
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Lessons Learned

• Begin earlier, even if manually, to collect
  patient information at every interaction with a
  patient
• Script message for staff to use with every
  patient every contact every day
• If just ONE thing could be done to
  improve your experience today, what would it
  be?
• Hardwire patient satisfaction requirements into
  each employees job description annual
  performance review incentive program

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Are You Ready For The Moment Of


Truth? Paul Sommers,
PhD Hudson Hospital 405 Stageline Road Hudson WI
54016 Tel [phone] E-mail psommers_at_hudsonhos
pital.org