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Case Study Quality and PerformanceRobert Wood JohnsonUniversity Hospital,[object Object],Presented by:,[object Object],Rick Bekanich,[object Object],Pete Brenkosh,[object Object],Amandadeep Kaur,[object Object],Dee  Walski,[object Object]
Outline,[object Object],Background on Robert Wood Johnson Hospital,[object Object],Customer satisfaction as it pertains to quality health care,[object Object],Has the organization been cited for poor quality ?,[object Object],Are there any ongoing quality initiatives at the hospital?,[object Object],Has the organization been cited for exceptional quality?,[object Object]
Introduction,[object Object],Robert Wood Johnson was founded in 1884,[object Object],Located in New Brunswick NJ,[object Object], Academic medical center,[object Object],Partnerships between research facilities, teaching hospitals and clinics,[object Object]
Over 1,300 physicians and surgeons are affiliated with the hospital which includes the NCI- designated Cancer institute of New Jersey, the Child Health Institute of New Jersey and The Bristol Myers Squibb Children's Hospital,[object Object],Provides full range of health care,[object Object],Specialties include cardiac care, heart surgery and transplants, cancer care, pediatrics and maternal -fetal medicine,[object Object]
Earned significant national recognition for clinical quality and patient safety,[object Object],Ranked (NO. 36) heart surgery (NO.40 ) cancer and (NO. 50) for respiratory disorders according to U.S News & World report’s 2009 ranking of “America’s best hospitals”,[object Object],Harvard University identified RWJUH as one of the top 10 hospitals in the nation for clinical quality ,[object Object],Exist to promote, preserve and restore the health of our community,[object Object],Mission “ Excellence Through Service”,[object Object],5,[object Object]
Who Is a Customer?,[object Object],Actual , Potential or future user of the hospital or service,[object Object],Hospital customer different from regular customer,[object Object],Forced to be a customer,[object Object],Customer interacts with all parts of staff,[object Object]
What Is Customer Satisfaction? ,[object Object],Customer satisfaction is a person’s feeling of pleasure or disappointment in relation to his/her expectations,[object Object],Customer satisfaction is ability to meet expectations of the patients,[object Object],Exceed the customers expectations to make him/her highly satisfied,[object Object],High satisfaction creates a bond with hospital,[object Object],High patient loyalty,[object Object]
Customer Satisfaction And Quality Healthcare Metrics,[object Object],Good quality medical care (successful surgeries),[object Object],How are you treated by staff?,[object Object],Do they seem caring ?,[object Object],How long do you have to wait ?,[object Object],How good is the food ?,[object Object]
Has the organization been cited for poor quality?,[object Object],Source:  Consumers Digest Leapfrog Dec 04,[object Object]
Issue of patient feedback systems at healthcare institutions,[object Object],Major reforms of Health insurance industry & health care delivery system ongoing trends toward greater transparency of quality of care & patient satisfaction are likely to accelerate.,[object Object],Private insurers adopt quality metrics, including Patient Satisfaction, as measures of performance and value, advancing  pay to performance of an organization.,[object Object],Health insurance is moving toward reimbursement based on Quality.  Organizations that don’t quickly improve performance will be at a competitive disadvantage.  ,[object Object]
What areas are specifically poor?,[object Object],Lack of effective feedback system made it difficult for patients to comfortably communicate with hospital about last visit.,[object Object],Hospital was not able to understand the concerns of patients and staff. ,[object Object]
Consumers/Patients,[object Object],Paying higher cost of health care,[object Object],Shopping for value ,[object Object],Use Hospital Compare – Federal Gov’t database forquality and patient satisfaction ,[object Object],Use Hospital Compare – Federal Gov’t database forquality and patient satisfaction ,[object Object]
Trends,[object Object],Hospitals put even greater emphasis to listening to voices of patients. ,[object Object],Direct correlation between high satisfied caregivers and satisfied patients that in turn leads to easier recruitment and retention of qualified doctors, nurses and technicians. ,[object Object],Press Ganey research – Hospitals with high satisfaction ratings are the most successful financially.  Satisfied patients will recommend the hospital to family and friends  through “ word of mouth”.,[object Object]
Patient Feedback- Hospital Pulse Report 2009,[object Object],Source:  Press Ganey,[object Object]
How is quality measured for this particular product/service/process?,[object Object],Measuring Customer Satisfaction,[object Object],Dept,[object Object],C,[object Object],Dept,[object Object],B,[object Object],Dept,[object Object],E,[object Object],Dept,[object Object],D,[object Object],Dept A,[object Object],Dept,[object Object],F,[object Object],Dept,[object Object],G,[object Object],Patient,[object Object],Surveys,[object Object],Feedback ,[object Object],Forms,[object Object],Paper or Email,[object Object],RWJ - Patient Relations,[object Object]
Problems with this type of quality measurement,[object Object],Paper base system,[object Object],Costly,[object Object],Time Consuming,[object Object],Hard to collect info from all touch points,[object Object],Not completely anonymous,[object Object],Turn around response not quick enough,[object Object], Problems could escalate,[object Object],Patients already discharged,[object Object],Employees solve problems on their own ,[object Object],Management did not have enough information toaddress customers’ questions and concerns ,[object Object]
Survey items are correlated to patient ratings of “Likelihood of your Recommending this hospitals to others”  ,[object Object],Represents the experiences of 2,985,690 patients treated at 2,021 hospitals nationwide between Jan 1 and Dec 2008 ,[object Object],Survey Item                                                                                Priority Rank,[object Object],Response to concerns and complaints made during your stay                      1,[object Object],Degree to which hospital staff addressed your emotional needs                   2,[object Object],Staff effort to include you in decisions about your treatment                          3,[object Object],How well the nurses kept you informed                                                              4,[object Object],Promptness in responding to the call button                                                      5,[object Object],Communication Issues,[object Object],National Inpatient Priority IndexSource:  Hospital Pulse Report   Press Ganey 2009 ,[object Object]
Source:  Hospital Pulse Report  Press Ganey 2009,[object Object]
Solutions for issues,[object Object],Patient Voice,[object Object],Employee Engagement ,[object Object]
Patient Voice,[object Object],“Patient Voice provides RWJH with a real-time picture of what is happening in patient care, where problems are occurring, and how long problems are taking to resolve”.,[object Object]
Patient Voice,[object Object],Patient Voice provides RWJ Hamilton’s patients with a completely anonymous and confidential forum for submitting feedback and asking questions,[object Object],Customers can give their feed back during their stay or when they return back to their home,[object Object],They can visit the hospital’s website to submit their feedback and questions directly to the hospital’s Patient Relations Manager, who oversees the feedback management system,[object Object]
The patient relations manager then reviews each submission, and if necessary, routes the feedback to the staff member who is responsible for providing a timely and appropriate response,[object Object]
Employee Engagement ,[object Object],RWJH believes that their employees know what our mission is, live the mission, and work together as a team to accomplish that mission.”,[object Object],Due to employee involvement employee feel that they are more engaged in an organization and less likely to search for another opportunity ,[object Object]
RWJH rewards their employees with RWJ  Dollars which can be used in the cafeteria, gift shop or to purchase gift cards.,[object Object],The senior leaders of RWJH take advantage of  Managing up program with hand-written notes that personally recognize employees for acts of kindness and extraordinary service.  ,[object Object]
Benefits of the solution Source: allegiance.com,[object Object], Since implementing advanced engagement technology more than four years ago, they have continued to enjoy increasing patient satisfaction scores. Our excellent service has been recognized through numerous awards, including the Press Ganey Summit Award presented to the hospital’s Cancer Institute.  ,[object Object]
Quality Awards,[object Object],2004 Malcolm Baldrige National Quality Award,[object Object],2004 Governor’s Award for Performance Excellence-Gold,[object Object],2004 Consumers' Choice Award,[object Object]
Malcolm Baldrige National Quality Award,[object Object],Named after Malcolm Baldrige, 26th Secretary of Commerce,[object Object],Established in 1987 to enhance competitiveness and performance.,[object Object],Started with Manufacturing, service companies and small businesses.,[object Object],Expanded to Non-profit organizations and Healthcare in 1999,[object Object],80 companies have won the award since 1988 ,[object Object],Information courtesy of http://www.baldrige.nist.gov/,[object Object]
Performance Criteria,[object Object]
Baldrige Assessment,[object Object]
Results Scoring Guidelines,[object Object]
Baldrige Results,[object Object],15/30 program, which guarantees that patients coming into the emergency department will see a nurse within 15 minutes and a physician within 30 minutes ,[object Object],Emergency department patient satisfaction is at 90%, exceeding the national benchmark,[object Object],New Jersey’s fastest growing hospital for the last five years and improved its market share while closest competitor’s share declined,[object Object],Charity Care Dollars increased from $5 million in 1999 to $23 million in 2003,[object Object]
Governor’s Award for Performance Excellence-Gold,[object Object],Presented by Quality New Jersey (QNJ),[object Object],Highest and Most respected state-based Quality Award,[object Object],The award is comprised of six sectors,[object Object],Healthcare,[object Object],Education,[object Object],Service,[object Object],Manufacturing,[object Object],Environment,[object Object],Government,[object Object]
Consumers' Choice Award,[object Object],Survey’s for the award conducted by the Consumer’s Choice Institute,[object Object],Surveys conducted in Major Canadian and U.S. Cities,[object Object],Winners are determined by Consumers and not by panel of judges.,[object Object],Its purpose is to publicly identify establishments that have been voted by the consumer as their choice for excellence.,[object Object],Information courtesy of www.consumerschoiceaward.com,[object Object]
Questions?????,[object Object]

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