Medical Center of McKinneyEmployee Orientation

• To attain leadership in the health care field;• To provide excellence in healthcare;• To improve the standard of health care in our community;• To provide superior facilities and needed services to

enable physicians to best serve the needs of their patients;

• To accomplish this mission within an environment of honesty and integrity;

• To generate measurable benefits for our patients, community, employees, and medical staff

Mission

To be the most comprehensive, provider of quality health care services in North Texas.

Vision Statement

• We recognize and affirm the unique and intrinsic worth of each individual.

• We treat all those we serve with compassion and kindness.• We act with absolute honesty, integrity, and fairness in the

way we conduct our business and the way we live our lives.

• We trust our colleagues as valuable members of our health care team and pledge to treat one another with loyalty, respect, and dignity.

• We recognize each individual’s right to the assessment, evaluation, and management of pain.

Values

HCA Family of Hospitals & Facilities

HCA – Over 40 Years of Caring

• Our hospital/facility is one of about 170 hospitals and 115 outpatient centers in the HCA system.

• Combined, HCA facilities have about 40,000 licensed beds and treat more than 5 million patients a year.

• One out of every 20 hospital procedures is done at an HCA location.

Medical Center of McKinney

• Medical Center of McKinney opened its doors in the 1920s.• Hospital moved to current location in 1998.• Medical Center of McKinney’s Wysong campus was original a

hospital started by Dr. Charley Wysong in the late 1970s.

Senior Administration Team

Ernest C. Lynch, IIIPresident & Chief Executive Officer

Our Senior Staff

Sharn BarbarinSenior Vice President & Chief Operating Officer

Our Senior Staff

Dwayne RaySenior Vice President & Chief Financial Officer

Leadership Team

Randy Blanchard, CNO

Medical Center of McKinney

Overview

• Full Service Emergency Department• Accredited Chest Pain Center• Dedicated Pediatric Treatment Room• Cardiac Trauma Care• Accredited Stroke Center

Emergency Services

Cardiovascular Services

• Cardiac Catheterization & Interventional Lab• Cardiac Rehabilitation• Cardiovascular Surgery (Open Heart)• Post Plasty Unit• Vascular Surgery

Center for Orthopedics

• General Orthopedics• Joint Replacement -Certified• Sports Medicine• Specially trained orthopedic nurses• Dedicated Orthopedics Unit

Center for Neurosciences

• Neurology • Neurosurgery• Stroke Care• Alzheimer’s Care• Parkinson’s• Headache Clinic• Pain Management

Maternity Services

• Labor & Delivery Suites• Recovery Suites• Education Series• Lactation & Prenatal Guidance• Maternal Fetal Medicine• Newborn Nursery• Level II Nursery• Neonatology

Outpatient Services

• Ambulatory Surgery Center• Community Education & Support Groups• Occupational Health Center• Outpatient Imaging• Sleep Lab• Physical, Speech & Occupational Rehab

Other Services

Patient Satisfaction

Header (Arial / Bold 28 pts)

Inpatient Wings

(1st Qtr 2009 Preliminary)

• 2E 3.88

• 2N 3.66

• 2S 3.85

• 2W 2.94

• 3N 3.58

• 3W 3.40

• 4E 3.20

• 4N 3.60

• 4S 3.71

• 4W 3.64

• REHA 3.55

• You make it happen– Introduce yourself when entering a patient’s room

• This includes all employees – Registered Nurses, Housekeeping, Phlebotomists, Radiology Techs, etc…

– Inform the patient of your name and department

Patient Satisfaction

• Is there anything else I can do for you?– I have the time.

HCAHPS

• The intent of the HCAHPS initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. While many hospitals have collected information on patient satisfaction, prior to HCAHPS there was no national standard for collecting or publicly reporting patients' perspectives of care information that would enable valid comparisons to be made across all hospitals. In order to make "apples to apples" comparisons to support consumer choice, it was necessary to introduce a standard measurement approach: the HCAHPS survey, which is also known as the CAHPS® Hospital Survey, or Hospital CAHPS. HCAHPS is a core set of questions that can be combined with a broader, customized set of hospital-specific items. HCAHPS survey items complement the data hospitals currently collect to support improvements in internal customer services and quality related activities.

Three broad goals have shaped the HCAHPS survey. First, the survey is designed to produce comparable data on the patient's perspective on care that allows objective and meaningful comparisons between hospitals on domains that are important to consumers. Second, public reporting of the survey results is designed to create incentives for hospitals to improve their quality of care. Third, public reporting will serve to enhance public accountability in health care by increasing the transparency of the quality of hospital care provided in return for the public investment. With these goals in mind, the HCAHPS project has taken substantial steps to assure that the survey is credible, useful, and practical. This methodology and the information it generates are available to the public.

In May 2005, the National Quality Forum (NQF), an organization established to standardize health care quality measurement and reporting, formally endorsed the CAHPS® Hospital Survey. The NQF endorsement represents the consensus of many health care providers, consumer groups, professional associations, purchasers, federal agencies, and research and quality organizations.

LEAD Performers: Key Features

Leadership

Better Patient Experience

Better HCAHPS Performance

• Knows HCAHPS Domains• Actively Engaged

o Current performance o Goalso Championingo Supporting

• Clear expectations• Routine reviews of action plans• Routine reviews of performance• Recognition and rewards

• Demonstrate proven behaviorso Every dayo Every patiento Every encounter

• Everybody’s “JOB”• Everyone knows their role• Everyone is involved • Everyone responds

Empowerment

Accountability Dedication

Individual Question Analysis

Rank HCAHPS question Dimension Somers' d1 q1 - During this hospital stay, how often did nurses treat you with courtesy and respect? Nurse Communication 0.692 q2 - During this hospital stay, how often did nurses listen carefully to you? Nurse Communication 0.64

3q14 - During this hospital stay, how often did the hospital staff do everything they could to help you with your pain?

Pain Management 0.61

4 q3 - During this hospital stay, how often did nurses explain things in a way that you could understand? Nurse Communication 0.58

5 q5 - During this hospital stay, how often did doctors treat you with courtesy and respect? Physician Communication 0.55

6q4 - During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted?

Staff Responsiveness 0.54

7 q6 - During this hospital stay, how often did the doctors listen carefully to you? Physician Communication 0.50

8q16 - Before giving you any new medicine, how often did hospital staff describe possible side effects in a way that you could understand?

Medication Communication 0.50

9 q8 - During this hospital stay, how often were your room and bathroom kept clean? Cleanliness 0.4910 q13 - During this hospital stay, how often was your pain controlled? Pain Management 0.48

11 q7 - During this hospital stay, how often did doctors explain things in a way that you could understand? Physician Communication 0.46

12 q11 - How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted? Staff Responsiveness 0.46

13q17 - Before giving you any new medicine, how often did the hospital staff describe any possible side effects in a way that you could understand?

Medication Communication 0.44

14 q9 - During this hospital stay, how often was the area around your room quiet at night? Quietness of Environment 0.39

15q20 - During your hospital stay, did you get information in writing about what symptoms of health problems to look out for after you left the hospital?

Discharge Information 0.34

16q19 - During your hospital stay, did hospital staff talk with you about whether you would have the help you needed when you left the hospital?

Discharge Information 0.34

Certification & Accreditations

Medical Center of McKinney is…

• Accredited by the Joint Commission• An accredited Stroke Center by the Joint

Commission• Accredited Chest Pain Center• Accredited Joint Certification in Total

Hip/Knees by Joint Commission• Accredited Sleep Lab• CAP Accredited Laboratory

Medical Center of McKinney is…

• One of 25 hospitals across the nation to participate in all three American Heart Association quality programs– Gold – Coronary Artery Disease– Gold– Stroke – Silver– Heart Failure

Marketing & Community Relations

Innovation

Innovation

Dates to Remember

July 29 and 30th Skills Fair for all employees at Wysong Campus

August 24th-25th Town Hall Meetings

September 11th Meet the Troops at DFW Airport

October 3rd MCM Employee Picnic