Have you ever heard…
“If it Plays in
Peoria,
It’ll Play
Anywhere!”
Audience Participation/VOC
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Patient Satisfaction Survey/Comments Report
Pride Line (patient advocate)
Patient Focus Groups
Community Focus Groups
Employee Focus Groups
Payor Groups
Direct call to CEO
5555 Immediate Patient Action Line
Through the Grapevine!
• Interviewing and selection process
• Probationary period
• Redeveloped and embedded NEW Mission,
Vision and Values
• Set the Bar High
• Developed Experience Teams
• Acquired comprehensive Database for
Tracking and Trending
• Enhanced Service Excellence Training Course;
(Keys, Disney, MBWM, PS@MBWM)
means we work to make a positive difference. We use
our talents, skills, and expertise as healthcare
providers and as community leaders to improve the
quality of life for area people.
means we assist the people of our community when, where
and how they need it. We deliver healthcare to patients
and their families - to all people regardless of age,
gender, race, religion, social status or ability to pay.
means the right care, at the right time, in the right setting, at
the right cost, with the best possible outcome. We are
successful when what we do makes things better for people,
improving their health and well-being of body, mind and spirit.
means no excuses,
no wavering, no distractions.
This is simply what we do.
Patients First
Explain Thoroughly
Respond Promptly
Insure Privacy
On Stage
Demonstrate Teamwork
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Creative Team Development
Visual tag-line for reaching goals
Poster/screen savers
Patient feedback posters
Patient Satisfaction Newsletter
Department Satisfaction boards
PERSONAL & JOINT ACCOUNTABILITY
Accountability is…
A personal choice to rise above
one's circumstances & demonstrate
the ownership necessary for
achieving desired results, to…
Personal
Joint
• Ownership
• See It, Own It, Solve It
• Accountable for
• Shared Ownership
• See It, Own It, Solve It
• Accountable for
- own actions or
inactions (what you
do, what you fail to
do, and refuse to do)
• A critical sign
of character
- Looking beyond own work
- Sharing information with
others
- Working to advance
organization success
• Confront unaccountable
behaviors in others
Purpose: Explore meaning of accountability in
daily work
Agenda: Group A –
1. What does lack of accountability look like? (words,
phrases, actions)
2. Identify impact of contagious lack of accountability on you,
on others.
Group B –
1. What does taking accountability look like? (words,
phrases, actions)
2. Identify WIIFM to ‘own’ your accountability
Length: 10 mins small groups; 10 mins reports
Key Moments of Truth.
• Applause?
• Show Stopper?
(Planning for discharge and
actual process that occurs)
COMMUNICATION & DISSEMINATION OF RESULTS
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Manager Rounding
Pride Rounding
Executive Rounding
Survey & other feedback
Prideline
Complaint database
Stoplight Dashboard
Post data in every area measured
Customer Satisfaction results
discussed at every meeting and forum
Question
Std Nurses
Nurses concern for privacy
Informed about delays
How well pain was controlled
Percentile Rank
number of surveys
PIF BGH KRG JXT LLK DLC DAH HLR CLD AMF
mean mean mean mean mean mean mean mean mean mean
98.8 97.9
95 91.9
35 97.9
100
75
100 90.8
93.8 91.7 87.5 93.8
50 96.4
100
100
100
100
100
100
75 90.6
0 95.8
100
50
75
100
100
100
75 89.3
50
100
100
25 100
99
99
99
99
1
99
99
1
99
95
4
3
2
8
1
7
1
1
1
2
CRJ LM
AMB LMM JAM PR9 JAB JLD KJE DMB
mean mean mean mean mean mean mean mean mean mean
Question
Std Nurses
Nurses concern for privacy
Informed about delays
How well pain was controlled
Percentile Rank
number of surveys
Question
Std Nurses
Nurses concern for privacy
Informed about delays
How well pain was controlled
Percentile Rank
number of surveys
78.3
75
55
70
4
5
75
75
75
75
1
1
100
100 100
100 99
2
100
100
99
1
100
100
95.8
95.8
99
8
100
100
100
100
99
1
71.7
50
41.7
58.3
1
3
97
90
87.5
100
99
5
100
100
100
100
99
1
100
100
87.5
75
99
2
MEF CLN SR
CN
BW
JH
MW HK
NRA SM
mean mean mean mean mean mean mean mean mean mean
95
100 96.3
100
75 81.4
94 78.8
100
100
91.7
100 87.5
100
75 76.8
95 91.7
100
100
75
100 93.8
100 66.7 68.8
75
50
100
75
100
100 93.8 91.7
65 63.9 81.3
100
100
100
99
3
99
3
99
4
99
4
1
6
12
14
99
5
5
3
99
1
99
2
6545 6545 6148 6148 939 939 n 6509
mean n
mean n
mean
mean
Question
Std Doctors
97.5
10 88.8
5 91.7
15 93.1
Doctors courtesy
97.5
10
95
5 93.3
15 94.4
Doctor took time to listen 97.5
10
85
5 92.9
14 91.7
Doctor informative re
treatment
97.5
10
85
5 87.5
14 91.7
Doctors concern for
comfort
97.5
10
90
5 90.4
13 94.4
Current Percentile
Ranking:
2
99
99
2
2839 2839 6616 6616 6042 6042 6362
mean n
mean n
mean n
mean
Question
Std Doctors
77.3
8 92.7
18 100
5 77.3
Doctors courtesy
84.4
8 97.2
18 100
5 81.3
Doctor took time to listen 81.3
8 93.1
18 100
5 78.6
Doctor informative re
treatment
71.9
8 88.9
18 100
5 64.3
Doctors concern for
comfort
71.9
8 91.7
18 100
5
75
Current Percentile
Ranking:
Question
Std Doctors
Doctors courtesy
Doctor took time to listen
Doctor informative re
treatment
Doctors concern for
comfort
99
22
99
1
6451 6451 6838 6838 6920 6920 6411
mean n
mean n
mean n
mean
97.3
98.5
98.5
17 82.4
17 83.3
17 82.1
21 92.2
21 93.8
21 93.8
4 67.2
4 65.6
4 68.8
95.3
16
81
21 87.5
4 65.6
98.4
16 83.3
21 93.8
4 68.8
RECOGNIZING & CELEBRATING SUCCESSES
We ARE the one that they want!
Healthgrades Outstanding Patient Experience Award
DATA Advantage, LLC Top 100 Best in Value Award
The Leapfrog Group Best Value
Met Caterpillar Service Requirements
Premier Quest
Best Value
Press Ganey Summit Award
Press Ganey Summit Award
Press Ganey Journey of Improvement
Press Ganey Summit Award
Press Ganey
Success Story
Finalist “Talk
about Change”
Press Ganey Success Story Finalist “Listen & the Doors will Open”
PRC Physician 5 Star Award for Nursing
PRC Physician 5 Star Award for Pathology
PRC Physician 5 Star Award for Nursing
Press Ganey Success Story Finalist “Reaching the Impossible Goal – from the 17th to the 95th Percentile”
Critical Care Beacon Award
CARF Full Rehabilitation Accreditation
Care Chex #1 in the Market (Joint Replacement, Overall Medical Care, Overall Hospital Care, Gastrointestinal Care, Heart Attack Treatment, Major Orthopedic Surgery,
Pneumonia Care, Pulmonary Care)
US News & World Report Best Regional Hospital
Care Chex Top 10% Nationally (Carotid Artery Surgery, Joint Replacement, Women’s Health)
Healthgrades Outstanding Patient Experience Award
Care Chex Top 5% in Orthopedic Surgery; Top 10% in Patient Safety
Healthgrades Stroke
Excellence Award
Healthgrades Patient Safety Excellence Award
US News & World Report America’s Best Hospitals for Urology
AHA Silver Award for Heart
Failure Care
Baldrige Site Visit
Healthgrades – Stroke, CHF, Pneumonia,
GI Bleed, Respiratory
JCAHO Disease Specific Certifications (Heart Attack, Sleep Disorders, Heart
Failure, Pneumonia, Hip Replacement, Knee Replacement, Primary Stroke)
Met Caterpillar Quality Requirements
Baldrige Site Visit
JCAHO Gold Seal of Approval
US News & World Report Nursing Care and Pain Management
Healthgrades Orthopedic Surgery Excellence Award
Delta Group Care Chex Award
Lincoln Gold Award for Performance
Excellence
Magnet Award for Nursing Excellence
JCAHO Gold Seal of Approval
JCAHO Disease Specific Certifications (Heart Attack, Sleep
Disorders, Heart Failure, Pneumonia, Hip Replacement,
Knee Replacement, Primary Stroke)
Solucient Top 100
Cardiovascular
Hospitals
Lincoln Silver Award for Performance Excellence
JCAHO Disease Specific Certifications (Heart Failure, Pneumonia, Hip Replacement,
Knee Replacement, Primary Stroke)
Magnet Award for Nursing Excellence
Modern Healthcare Most Wired Hospital
Premier Supply Chain Excellence Award
Premier Quest Best Value
DATA Advantage, LLC Top 100 Best in Value Award
WELCOA Well Workplace Award
Caregiver Safety Accreditation
Moody’s Rating
Affirmed A2
The Leapfrog Group Best Value
Moody’s Rating Affirmed A2
Met Caterpillar Requirements
WELCOA Well Workplace Award
McKesson VIP Award Information Technology
Fortune 100 Finalist Best Companies to Work For
WELCOA Well Workplace Award
Moody’s Rating Affirmed A2
Best Places to Work in Illinois Award
Fortune 100 Finalist Best Companies to Work For
Moody’s Rating Affirmed A2
McKesson VIP Award Information
Technology
Fortune 100 Finalist Best Companies to Work For
McKesson VIP Award
Information Technology
Fortune 100 Finalist Best Companies to Work For
Moody’s Rating Affirmed A2
Fortune 100 Finalist Best Companies to Work For
Moody’s Rating Upgrade from A3 to A2
Moody’s Rating Upgrade from Baa1 to A3
• Purpose
• Certificate,
Goodie Bag
& Flag
• Traveling fanfare by Leadership
• Plaque and star award
• Celebratory Basket
• Lunch of their choice after 5 consecutive
“Green” weeks
• Recognition Cards from CEO
• Individual Manager incentives & motivators
• CBC Points
Signals that the staff really “GET IT”
• Colored shirts and wrist bands.
• Inter-department friendly
competitions
• Special parking spot
• Manager competitions
• Apologize
• On-the-spot Service Recovery by staff
• Rose for Recovery
• Meal vouchers
• Assistance by Patient Advocate, if needed
• LEAP Service Recovery Model/Course
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Listen
Empathize
Apologize/Act
Provide Feedback
• Experience Teams
• Action Plan
• PDCA
• Performance Review 50/50
• Service Never Event
• Online E-learning Service Modules
• Re-aligning new Mission, Vision & Values,
assuring all employees know & understand
• Support from the top down
• Provide ongoing Education and Training
• Set the target / Measure and Analyze Data
on an ongoing basis
• Distribute / Post Data
• Develop action plans
• PDCA
• Celebrate Successes / Accomplishments!
What really differentiates us from
our competition is our Service of not
only meeting, but EXCEEDING
customers’ expectations!
Surprise them with the unexpected.
This will earn a standing ovation.
260 Volunteers
195 Aids (CNA’s, Unit Sec, PCA’s, Techs)
85 Housekeeping Staff
82 Food Service Staff
17 Switchboard Operators
22 Valets
50 Patient Reg
54 Patient Accounts/CBO
65 Pharmacists/Techs
51 IT Support
965 RNs
104 Employed Physician
30 Residents
350 College of Nursing Students
800 Total Medical Staff
104 Total Leadership Team
…and remember, if it
“Plays in Peoria”
it will Play ANYWHERE!