Welcome Reflection - Covenant Health System · 2012-02-03 · Welcome Reflection Chris Shaver AVP...

Welcome Reflection

Chris Shaver

AVP Patient Experience (806) 725-6252

Voice of the

Customer:

Mr. M.

“Cass” & “Zoe”

No One Dies Alone (NODA)

Holly LaFebre, Director

Covenant Mission Services

(806) 725-4555

What is No One Dies Alone?

Our special group of volunteers are called upon when direct care

providers and/or chaplains encounter a patient who is dying alone in

our hospital. Volunteers simply serve as a compassionate

companion to the dying patient who has no friends or family at his/her

beside. Volunteers provide a sacred presence.

“The most precious gift we can offer others is our presence…”

Thich Nhat Hanh

Purpose

• Justice: ―We advocate for systems and structures that are attuned

to the needs of the vulnerable and disadvantaged and that promote

a sense of community among all persons.”

• Dignity: “We respect each person as an inherently valuable member

of the human community and as a unique expression of life.”

• The NODA program supports not only our mission and values at

Covenant Health System but also our Sacred Encounters, Healthiest

Communities and Perfect Care long-term goals.

When do you call NODA?

Criteria for Referrals

• If a patient is expected to die within 48-72 hours a healthcare

provider or chaplain can call the pager to refer the patient for the

NODA program.

Assessment Question:

Does this patient have family or friends at the bedside?

• If no, activate No One Dies Alone

How do you request NODA

volunteers for your patient?

• Call the NODA pager:

721-6904 • Pager response hours:

– Monday thru Friday, 7am – 5pm

– Volunteers arrive within 1-3 hours of page

during response hours

Other Details

• 35 active employee volunteers

• Since July – 3 people / 56 hours

• Average time 1-2 hours

• If you are interested in volunteering,

please contact Holly LaFebre in Mission

Services at 725-4555.

ED Patient Family Liaisons

Gail Spivey, Director

Pt Experience/Guest Services

725 0441

Welcoming Your Patients to ED

IMPROVE EXTERIOR

SIGNAGE

& Parking Access to ED

ED Patient Focus Areas Communication &

Assistance—

ED Patient-Family Liaisons

7 days/week

•Safety & security for patients & staff

•Reducing patient wait times to see ED physician

•Satellite Lab in ED

•Faster admissions to floor

Patient Experience/

Guest Services •Covenant Family Sleep Rooms

•24/7 Guest Request Line—ext 40625

•Administrators on Call and House Supervisors on

site 24/7 (call 725-1011 and ask Operator to connect

you)

•Gail Spivey, Director of Pt Experience/Guest

Services 725 0441 [email protected]

Direct Admits to Covenant Call Bed Management

725-0460

Rachel Stehling

Director of Case Management

Help us Spread the Word

3 Objectives to Optimize Throughput and

Decrease LOS

• Discharge Orders by 10 am

• Discharge all patients going to a post

acute venue by Thursday

• Don’t put off until tomorrow what you can

do today

Coding Updates

Beverly Brooks

Regional Director of HIM Medical

Records and Coding

(806) 725-0503

Hearts to Home

Susan Barnes

Quality Management: QI Specialist

Heart Failure Outcomes Manager

(806) 725-0516

Hearts to Home

• A multidisciplinary approach to

chronic disease management

Hearts to Home

• Reaching across the continuum

• Providing optimal evidence based care

• Beginning at admission

• Continuing during the transition from

hospital to home

Managing Chronic Disease

Evidence-Based Care

Patient Empowerment:

Action Plan

Optimal Care Transitions

Community Partners:

Home Health

Care Facilities

Clinics

Follow-up:

3-Day Nurse Phone Call

7-Day Physician Appt.

Empower your

Heart Failure

patients to self-

manage their

condition every

day!

HF education

regarding physician

follow-up, proper

diet, exercise,

weight monitoring,

and medication

adherence.

HF Action Plan Heart Failure is a

self-managed

condition.

Checkyourself every

day.

Help prevent

worsening HF.

Stay healthy at home.

The HF Action Plan

(magnet) and Heart

Success Calendar are

inserted inside the

front cover of the

booklet.

Utilize “Teach Back”

Explain the information to the patient or

family/caregiver

Ask in a non-shaming way for the

individual to explain in his or her own

words what was understood

-- Or ask for return demonstration – ―show

back‖

Heart Failure 30 Day All Cause Readmission RateCalculated by Rolling 12 Months

21.83% 21.91%

20.77% 20.59% 21.08%19.93%

18.98%

17.89% 17.61% 17.46% 17.75%18.32% 18.46%

17.19%

21.17% 21.19%

21.29% 21.25% 21.18% 21.08% 21.14% 21.32% 21.28% 21.35% 21.39% 21.47% 21.48% 21.40%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

20%

22%

24%

Jul 10 Aug 10 Sep 10 Oct 10 Nov 10 Dec 10 Jan 11 Feb 11 Mar 11 Apr 11 May 11 Jun 11 Jul 11 Aug 11

Covenant Expected Rate

Hearts to Home Readmissions

6.06%

3.85%

8.33%

5.62%

8.08%

8.04%

2.91%

1.92%

3.88%

2.44%

0%

1%

2%

3%

4%

5%

6%

7%

8%

9%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct

HH Partners: Accolade, Beyond Faith, Calvert,

Direct, Girling, Interim

It’s all about the patient!

Providing Best Care…Improving Quality of Life…Reducing Readmissions

Susan Barnes RN

QI Specialist: Coordinator Hearts to Home

[email protected]

806-725-0616

mailto:[email protected]

Construction Update

Gary Davis, PE

Director of Plant Operations

Construction Update

South 5

• South 5 relocated to East 7 on October 17th

South 9

• South 9 relocated to East 6 on October 20th

The renovation of South 5 and South 9 began

October 24, 2011 and will take approximately

six months to complete.

Construction Update Palliative Care

• The 2nd floor of the old children’s hospital is currently

being renovated for Palliative Care.

• We expect Palliative Care to move during the 2nd week of

November.

Heart Center 6

• Heart Center 6 will become the new overflow unit at CMC.

Hybrid Suite

• The Hybrid Suite in the CMC OR is currently in the design

phase. Completion is currently scheduled for next

summer.

Master Plan Key Milestones

CHS Core Team

Aug 26, 2011

Facilities Modeling

Architecture Co-planning

Lean A3 Session

Oct 31–Nov 3, 2011 CHS Core Team

mid-Feb 2012

Assessment and Evaluation Solution Development Refinement

and Detail

Current Status

MP Planning

Sessions

CHS Core Team

Oct 18, 2011 CHS Core Team

Jul 18, 2011

CHS Core Team

Nov 16, 2011

CHS Core Team

March 2012

CHS Core Team

Dec 16, 2011

CHS Core Team

January 2012

• HKS is about half way through their facility assessment phase.

• Three Work Groups have been established to assist in the planning process.

• Sg2 will complete their demand forecast in the next 2-3 weeks.

CHS Pain Initiatives

Regina Phariss

Medication Nurse Specialist

• The mission of CHS is to extend Christian ministry by caring for the whole person - body, mind, and spirit – and by working with others to improve health can quality of life in our communities.

HCAHPS

The mission of CHS is to extend Christian

ministry by caring for the whole person -

body, mind, and spirit – and by working

with others to improve health can quality of

life in our communities.

• What is it?

• SJHS goal for 2012

• What are our scores?

• It’s the right thing to do for our patients

HCAHPS • HCAHPS (Hospital Consumer Assessment of Healthcare

Providers & Systems) is the government’s national standardized survey instrument to measure patients’ perspectives on hospital care.

• It measures patients’ perception of the consistency with which their needs/expectations were met.

• The survey uses a rating scale of Never, Sometimes, Usually or Always—percent of top box (Always) responses are reported to consumers at www.hospitalcompare.hhs.gov.

• HCAHPS is part of CMS’ Values Based Purchasing program which puts 1% of Medicare payments at risk with the performance period beginning July 1, 2011.

http://www.hospitalcompare.hhs.gov/

• NEED DATA

Adopt A Unit Pilot • South 6 Orthopedics (CMC) Dr. Rob King

• South 5 Gen Med (CMC) Dr. Ike

• South 4 Cardiac Tele (CMC) Dr. Jason

Bradley

• 1 South Ortho (W&C) Dr. Bryan Smitherman

• 2 South Gyn (W&C) Dr. Tracy Suit

• 5 North Oncology (W&C) Dr. Jose Cruz

Pain management is their first initiative!

Pain Scale

Taking Care of Your Patients’ Pain

• C.A.R.E. Channel

• Pain Toolkit

• Pain Ease Trial

• Healthcare Reform

Series- Taking the

Pain Out of

HCAHPS—

December 2011

• Pain Symposium Jan

2012

© Copyright 2009 Health Grades, Inc. All Rights Reserved.

Managing Your HealthGrades Profile

Katherine Henschen

Client Executive


The impact of the internet on healthcare:

the growing trend of healthcare consumerism


Health Reform: Increased Consumerism

48% of consumers said they

use health websites to find

information to make

decisions about their

healthcare.

Making the Web a patient’s

PRIMARY SOURCE of

health-related information,

not physicians…

44 Source: 2009 PricewaterhouseCoopers consumer survey


Source: Freudenheim, New York Times, 4/16/07; McKeever/Bonds, Marketing Health Services, Winter

2007.

How do patients search?


Online health searches are not age-limited

10% of each age group search for health topics daily

“The Engaged E-patient Population” study,

Pew Internet & American Life Project, Aug 2008


Patients Researching Physicians

47

248,942 projected searches in Lubbock on HealthGrades’ website over next year.

• Primary Care (FP, IM, Ped) highlighted in green

• Specialties highlighted in blue


2009-2011 HG.com Growth Trend

48

Disclaimer: Full CY 2011 numbers are a forecast, results may vary.

HG.com tracked 64% unique traffic growth since January 2009


What is HealthGrades.com and how can it help

you enhance your online presence?


Leading, Independent

Healthcare Ratings

Organization, since 1998.

10 million unique visitors to

www.healthgrades.com

each month. Leading Physician

Search Information website.

Two web properties,

HealthGrades.com and

BetterMedicine.com.

TIME has recognized HealthGrades as one of the “50 Best Websites of 2011”! (August 2011)

HealthGrades Background

http://www.healthgrades.com/

http://www.time.com/time/specials/packages/article/0,28804,2087815_2088170_2088163,00.html


Immediate Health Need

• Recent diagnosis

• Chronic condition

• Symptoms of illness

• Relocation

Provider Search Options

• Internet • Word of mouth

• Health plan data

HealthGrades.com

• Provider research (information)

• Quality differentiation

• Access (PDC)

What leads people to HealthGrades?

PROBLEM SOLUTION OPTIONS


HealthGrades.com has over 750,000 physician profiles


Action-Oriented Patients – 93% Are Insured!*

38%

57%

5%

Same Day

Within a Week

More Than a Week

Time of Scheduling

Relative to Visit

40% 36%

32%

18%

28%

46%

Researching an existing doctor

Researching a new doctor(s)

Researching new doctor(s) and existing doctors

Did not appoint

Appointed with a New Doctor

Appointed with an Existing Doctor

Users Broken out

by Objectives Percent Appointed

with Doctor

54% of

HealthGrades

visitors looking

for a doctor make

an appointment

54% of HealthGrades Visitors

Make an Appointment

95% of Visitors Who Make an

Appointment

Do So within a Week

*Source: Stax, Inc., Assessing Objectives & Actions Taken Among Users of HealthGrades,

April 2011


If prospective patients are researching

physicians on HealthGrades.com, how do

you maximize your profile to get the most

attention?


What does this mean for your practice?

Sales opportunity

with patients

actively looking for

a physician

Convert them to be

your patient!

Strategic funneling,

cross-selling &

community

awareness

PATIENT RETENTION!

74% of patients consider two or more physicians when

researching on HealthGrades.com


Enhanced Profiles Drive Higher Patient Interest and Engagement

Enhancement can drive up to 30% more

interest and calls


Building Strong Patient-Physician Relationships

The patient-physician relationship

is critical:

When patients see themselves as

similar to their physician, research

shows they are more:

Active participants in their care plan

Satisfied with their care

Likely to follow treatment plan

Translates into greater efficiency

(e.g. fewer visits/tests to diagnose

and solve the problem)

Care Philosophy

High Quality

Availability

Accepted Insurance

Photo

Specialties


• There are more than 75 different fields that can be

filled in on the Physician Profile. We will concentrate

on the ―Top 5 Fields.‖

• In general, filling out and/or verifying these five fields

takes about 15 minutes.

– Photographs

– Procedures Performed

– Conditions Treated

– Accepted Health Plans

– Care Philosophy

Top 5 Fields

Physician Profile Top 5 Fields


How to Log In

http://www.healthgrades.com/ProfileUpdate First-time Users

Type physician or

provider name and state.

Select Continue. Practice

Manager associates

themselves with a

physician.

Every practicing physician

and health care provider

in the county has a

HealthGrades profile,

containing a mix of

publicly available

information.

Registering means

creating a user account

that allows you to update

the physician profile.

Note: Multiple

physicians can be

managed with the

creation of a practice

and accessed through

one user account.

http://www.healthgrades.com/ProfileUpdate


I am John Smith MD

I am the administrator for John Smith MD

Physician or Practice Administrator?

Step 1: Select who

is registering

***************

You may enter NPI

# or State Medical

License #



Thank You!

Katherine Henschen Client Executive,

Professional Services

Health Grades Inc.

www.HealthGrades.com

[email protected]

W (303) 390-2534

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Welcome Reflection - Covenant Health System · 2012-02-03 · Welcome Reflection Chris Shaver AVP...

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