Visiting Hackensack University
Medical Center
Learning to Trust Healthcare
Again
Hackensack University Medical
Center Visit (cont.)
• Evidence of Success
– Doubled hospital in 10 years
– Magnet award hospital three times
– Pursuing Perfection Award hospital
– Various other awards
– Purchasers REQUIRE payers to include in
panel
Hackensack University Medical
Center Visit (cont.)
• What Do They Do Right?
– CEO made a decision that quality sells
– Product was patient care
– Invest in workforce
– Every staff person is valued
– Management has an “open door” policy
– Culture does not support any behavior that
does not lead to collegiality
Hackensack University Medical
Center Visit (cont.)
• What Do They Do Right?
– Never Use Nurse Floaters/Agencies
– Employ a complete cost accounting system –
transparent to all employees
– Physical plant like a 5 Star Hotel
– Sophisticated system of monitoring patient
care and applying evidence based practices
– Well designed, participatory organizational
structure involving councils
Hackensack University Medical
Center Visit (cont.)
• How Can Addiction Treatment Learn From
Their Example:
– Changing Behaviors Requires a Multimodal/Multi-dimensional Approach
• Visionary Leadership (lead and then get out of the
way)
• Quality sells
• Dignity and Respect/Meaning to Work/Recognize
Meaning
Hackensack University Medical
Center Visit (cont.)
• How Can Addiction Treatment Learn From
Their Example:
– Ensure consistent communication
– Develop process by which knowledge is
effectively transferred to practice
– Accept and manage consistent change
– Staff development essential
Hackensack University Medical
Center Visit (cont.)
• How Can Addiction Treatment Learn From Their
Example:
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Keep salaries competitive
Leadership sets the example
Keep organization transparent
Monitor quality
Monitor costs
Market success
Hackensack University Medical
Center Visit (cont.)
• How Can Addiction Treatment Learn From
Their Example:
– Model for Effective Evidence Based Practice
Transfer
• Three tier practice team
– Administrator (nurse manager)
– State-of-the-Art Practitioner (advanced practice nurse)
– Education Specialist (Education nurse)
• Multi-discipline team
– Conducted by lead counselor (nurse)
Hackensack University Medical
Center Visit (cont.)
• How Can Addiction Treatment Learn from
Their Example:
– Model for Effective Evidence Based Practice
• Standardize treatment process
• Collect information to monitor performance
• Participate all staff in evaluating information
• Design pilots to improve performance
• Audit/Feedback/Change