Sentara Healthcare Sentara CarePlex Hospital

1. Sentara HealthcareSentara CarePlex Hospital “Uncompromising Commitment to Exceptional Care”

2. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day • 1 of 10 Hospitals in the Sentara Healthcare System • 224 Acute Care Beds • 8 Smart Operating Rooms • Second busiest Emergency Dept. in Virginia • Orthopaedic Hospital • Heart Center • Certifications: Stroke, Chest Pain, NICHE, AASM, NAPBC • Ambulatory Services (GI, Urology, Sleep, Pulmonary, Rehab • Acute Care for Elders Unit • Hospice Care – 4 dedicated inpatient beds • Magnet Journey

3. Patient Experience – HCAHPS OverallInpatient End of Year Scores G O A L 7 0 . 0 G O A L 7 7 . 5 G O A L 6 0 . 7 G O A L 6 6 . 0 As of Mar 27, 2013

4. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day The Journey Along the Way to Improving Patient Satisfaction 2004 • Patient/Family Advisory Council – Provides feedback to the hospital from “the patient’s eye” 2005/2006 • Mandatory customer service training led by senior leadership and managers

5. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day 2008 • System-level Customer Service team developed • Customer service training – Roll-out of Sentara Commitments • All levels of leadership provided 3-hour training to staff with a focus on every employee • Service Excellence Team developed – included managers and frontline staff from various hospital departments

6. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day 2008, cont’d • Patient Advocacy Team and Volunteer Patient Advocacy Team formed 2009 • Focus on hourly rounding, started as a pilot on one surgical unit then implemented house-wide as a falls prevention customer service initiative

7. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day 2010 • Development of “Top 10” teams, which included bedside shift report and response to call bells • Nursing Bundles – whiteboards and bedside shift report began as isolated actions 2011 • Bedside shift report rolled out in full implementation • Daily Safe Call – Customer service added to safe call reporting structure. Provides updates of HCAHPS scores

8. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day 2011 cont’d • Weekly Quality Debrief held every Monday morning • Leadership rounding teams initiated • Customer Service presentations monthly at the Department Leader’s meeting • Customer service oversight committee - VPNE, VP Operations, implemented system actions and support for managers requiring assistance

9. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day 2011 cont’d • Staff performance is evaluated based on the Commitments during performance evaluation • Customer service scores part of Leadership Performance Evaluations • Established consistent performance with discharge phone calls • Training provided – Crucial Confrontation, Situational Leadership, Dale Carnegie Training

10. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day 2012 • Customer Service Ambassador program initiated • Patient Service Representatives round on all patients admitted through the ED • Grievance Committee – Service Feedback • Hiring for Top 10% - HR practices changed • Monitoring for compliance (auditing whiteboards, etc)

11. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day 2012 cont’d • You inspect what you expect! • Emphasis on customer service in general hospital orientation • Utilizing counseling students to visit with patients

12. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day Best Practices • Full engagement and commitment with the nursing bundle • Leader and staff accountability • Leadership rounding The Culture • A culture of safety and accountability

13. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day Ensuring a Positive Patient Experience • Setting the expectation of performance and including in the annual performance review • Managers and above performance directly tied to customer service goals • Accountability/Situational Leadership

14. Sentara CarePlex Hospital Mission Statement: We Improve Health Every Day Contact information: Evelyn Olenick, MSN, RN, NEA-BC VP Patient Care Services/Nurse Executive emolenic@sentara.com

15. Sentara CarePlex Hospital Now leading the way with an innovation of a different kind.