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Presented By:
Andy Mulvey, MD, FACEP, ED ChairmanRichele Wright MSN, FNP, BC,Divisional Director of Clinical Services
Genesis Cup
ED OPTIMIZATION MODEL
Community Hospital SouthApril 2013
Recognizing Innovation in the ED
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
COMMUNITY HOSPITAL SOUTH Indianapolis, Indiana
Over 40,000 annual E.D. visits
• Community Health Network - a leading not-for-profit health system in Indianapolis, Indiana
• Community Hospital South (CHS) - serves the south side of Indianapolis and Johnson County
• June 1, 2012 the journey began…
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
THE CHALLENGE OF INSTITUTIONAL CHANGE
Need to improve the overall quality of care and patient metrics of the emergency department
Desire for increased patient volume
Epic EMR roll-out set for August 2012
Previous E.D. physician group unable to attain the ambitious goals of hospital administration
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
NEED TO SUCCEED
Improvements to E.D. dynamics and overall efficiency were expected and
they needed to happen fast.
Expert vision and strategy was required to drive these changes and
to optimize patient care quality.
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
NEED TO SUCCEED
• Expert operational assistance • Strong practice management• Recruiting and retention of excellent providers• Utilization of extensive resources • Partnership with CHS leadership
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
IN THIS NEED TO SUCCEED
Expert execution, support
and results were delivered. Delivered
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Results Support
Execution
Expertise
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
STRATEGY AND IMPLEMENTATIONEmCare utilized a top down approach designing
and implementing a whole new E.D. cultureStep 1
Integration of a strong E.D. Chairman and retention of the existing Site Medical Director
Step 2
Identification and retention of providers capable of thriving under the new EmCare model
Step 3
Collaboration with nursing leadership and hospital administration to improve the department
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
Andy Mulvey MD, FACEP
ED OPTIMIZATION MODEL8
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
Strong Physician leadership Create a vision for the E.D. and stay the course Enable key players to ensure success is achieved Great leaders foster the success in others Establish partnership with nursing leadership
Institute an E.D. culture of success Patient centered care highest priority Teamwork and competitive environment
ED OPTIMIZATION MODEL9
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
• Implement a patient focused E.D. staffing model wherein excellent, efficient care is the gold standard
• Improve staff teamwork and physician-nurse collaboration
• Optimize physician-patient interactions• Optimize utilization of physicians, mid levels and
scribes
ED OPTIMIZATION MODEL10
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
So what is
The Secret Sauce?
ED OPTIMIZATION MODEL11
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
• The Secret Sauce is all about your leadership and quest for excellence• When you lead by example, the other pieces fall into
place• Strong leadership is willing to fight for what is right• Strong leadership doesn’t always make new friendships• Successful leadership upholds patient advocacy
RESULTS MATTER12
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
Continuous analysis and improvement of all E.D. dynamics.
All decisions are data driven.
IT ALL STARTS WITH THE DETAILS…
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
Patient throughput is the key metric:
• Neither triage nor the E.D. is static - your patient care should not be either
• Bedside triage and registration implemented• Patient care is seamless and coordinated • Patient care is not linear, multiple things can
happen at the same time • Anticipating and being prepared for all
possibilities enhances delivery of care
ED OPTIMIZATION MODEL14
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
• Ensure that physicians are doing physician level work
• Appropriate patient to provider staffing ratios established based on acuity and care needed
• Provider staffing adjusted to volume and acuity trends
• Physician and MLP team at patient bedside is enhanced
PATIENT TO PROVIDER STAFFING IS CRITICAL
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
• Appropriate use of mid level providers for lower acuity and time consuming procedural work
• Use of scribes to manage secretarial work and promote MD efficiency
• EmCare office support to reduce non-clinical burden
PATIENT TO PROVIDER STAFFING IS CRITICAL
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
PATIENT TO PROVIDER STAFFING IS CRITICAL
6am 7am 8am 9am 10am 11am 12pm 1pm 2pm 3pm 4pm 5pm 6pm 7pm 8pm 9pm 10pm 11pm 12am 1am 2am 3am 4am 5am
Physician with ScribePhysician with Scribe
Physician with ScribePhysician with Scribe
Mid-level Mid-level
Mid-level - Fast TrackMid-level NEW SHIFT
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
• Team nursing implemented to further expedite patient care
• E.D. teamwork promoted• “Yes we can” attitude upheld (Disney model)• Fierce drive to be better than the competition
ED EFFICIENCY18
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
• Departmental interdependency, not silo mentality• Ancillary partnerships and teamwork• Recognize that the E.D. is heavily dependent on
efficient ancillary operations
ED EFFICIENCY19
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
DISPOSITION, DISPOSITION, DISPOSITION
Reduce LOS• Concentration on disposition, not diagnosis • Hospitalist interface, RAP&GO• Stream line admission process
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Emergentology
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
• Excellent, efficient care to become the expectation• ED Leaders to uphold no patients leave without
being seen• “Express Care” marketed to public
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IMPROVE CARE TO THE COMMUNITY
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
IMPROVE CARE TO THE COMMUNITY
EMS relationships are extremely valuable• EMS control and education expanded• Engaged medics in team approach to patient care• Established place for EMS within E.D.• Teambuilding events for EMS and E.D. staff
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
OPERATIONAL RESULTS 23
ResultsDriven
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
Strong leadership and operational expertise paid off
with significant metric improvements in less than
six months.
RESULTS 24
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
RESULTS
Left Without Being Seen Rates
Dropped from 3.8 percent to 0.24 percent
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
RESULTS
Average E.D. Length of Stay
Improved from 351 minutes to 281 minutes
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
HCAHPS AND PATIENT SATISFACTION SCORES ARE
RAPIDLY IMPROVING
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
Patient
Physician
OPTIMIZATION EQUATION
Arrivals + Acuity
Factor forStaffing Model
Continual Adjustments
Superior nursing care Administrative supportOperational efficiency
ScribesMid-levels
ED LOS, RAP&GOBedside TriageAncillary services
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
Physician Patient
Unwaveringleadership
Obsession with the
operational details
Develop dynamic
nursing and ED team
Fight for what is right Patient
centered care
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ED OPTIMIZATION MODEL
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
ED OPTIMIZATION MODEL
So back to The Secret Sauce,
is that it?
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
A FEW MORE INGREDIENTS TO THE SECRET SAUCE…
• Data driven decisions never end• Recruitment for the best talent never ends• Provider satisfaction is paramount to retain the best
talent EmCare established provider contracts with incentives/
“skin in the game”
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© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
• Eliminate the bottom 10% of low-performers annually• Continuous documentation education is critical to
decrease risk and capture billables• Stay aligned with hospital leadership and their goals• Epic EMR was implemented with success - “Planned
Internal Disaster”
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A FEW MORE INGREDIENTS TO THE SECRET SAUCE…
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
Remember that culture of excellence? It was developed.• Studer presentations, 1:1 provider coaching• Endless ED improvement meetings and brainstorming
events• Engaging staff in Best Practice and Lean methodologies• Team building events• Outreach events events to all hospital departments,
supporting specialties and our patient population
ED OPTIMIZATION MODEL33
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
In this journey of success, we “optimized” when our team unified
in providing the best care for our patients.
The “ED Optimization Model” providesthe framework and leadership
to make that happen.
ED OPTIMIZATION MODEL34
© 4/2013 Andy Mulvey, MD, FACEP. All rights reserved.
Andy Mulvey, MD, FACEPcell: 317-850-0236
email: [email protected]
Richele Wright MSN, FNP, BCcell: 469-236-5361
email: [email protected]
QUESTIONS?35