Memorial Hermann
Greater Heights
Susan Jadlowski
Senior VP and CEO
Memorial Hermann Greater Heights
Houston, TX
Quality Texas Conference
Brand Compass
Our Vision
Memorial Hermann
will be the
preeminent health
system in the
U.S. by advancing the
health of those we
serve through trusted
partnerships with
physicians, employees
and others to deliver
the best possible
health solutions while
relentlessly pursuing
quality and value.
Our Culture
Innovative
Accountable
Empowered
Collaborative
Compassionate Results
Oriented
One Memorial Hermann
Brand Promise
We advance health.
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Full-service, 260-bed facility with 50 years of
history in this community
One of the most experienced Emergency
Centers in Houston with recent renovations
Newly expanded Level III Trauma Center
ANCC Pathways to Excellence Designation for
Nursing (Magnet Application Spring 2016)
Accredited Cancer Center
Accredited Joint Center
Accredited Chest Pain Center
Accredited ADA Outpatient Diabetes Center
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Primary Stroke Center
Outpatient Sports Medicine
TIRR Memorial Hermann Rehabilitation
Access to the larger Memorial Hermann
system
And over 500 affiliated doctors providing a
wide range of medical specialties, including
heart and vascular, cancer treatments, total
joint replacement, rehabilitation and women’s
care.
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1,200 Employees
The Perfect Storm
2007
Greater Heights was in desperate shape (quality,
financially, etc.)
Memorial Hermann Adopted a System High
Reliability Journey
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Changing a Culture
• Inspire – make people believe that the
reason they are there is to make a
difference
• 9-year journey. Focused on quality and
patient safety.
– Escalation, Escalation, Escalation
– Annual meetings for every employee with the
CEO
– Shifting the perspective
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Safety Culture Training
• Step 1: Set Behavior
Expectations
Define Safety Behaviors &
Error Prevention Tools proven
to help reduce human error
• Step 2: Educate
Educate our staff and medical
staff about the Safety
Behaviors and Error
Prevention Tools
• Step 3: Reinforce & Build
Accountability
Practice the Safety Behaviors
and make them our personal
work habits
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Awards and Accolades
Pathway to Excellence
Facility indicating
exceptional nursing
care. Part of our
journey to achieving
ANCC’s Magnet
status.
Society of
Cardiovascular Patient
Care Chest Pain
Center with Primary
PCI & Resuscitation
Recognized as a Joint
Commission
Accredited Primary
Stroke & Joint
Replacement Center
Recognizes as one of
the nation’s Top 50
Cardiovascular
Hospitals.
Received the
American Heart
Association and
American Mission
Lifeline® Bronze
Receiving Center
Award
Earned the nation’s top
distinction for patient safety
with an “A” grade from the
Hospital Safety Score
Received the
American Heart
Association and
American Stroke
Association Get with
the Guidelines® Stoke SILVER
Achievement Award
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Culture Shift
• 23 Certified Zero Awards
Saving Lives
Do No Harm
Clinical
Excellence
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Focus Groups
We asked our customers about us and the
feedback was:
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What’s Next
• Integrating a high reliability journey with
the performance excellence framework
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Simplifying our Message
ADVANCE
Six Aims
Quadruple
Aim
Magnet
HRO
Baldrige
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Our Excellence Always Journey
• December 2014 – Started exploring the
framework
• October 2015 – Analyzing our current operations
using the framework
• February 2016 – Submitted Progress Application
• Next steps:
– Implementing the feedback from our progress report
– Training employees through QTF training programs
– Solidifying our operations structure and strategic
planning
– Enhancing transparency and communication
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