1 / 8

Schneck Medical Center Seymour, Indiana

Schneck Medical Center Seymour, Indiana. Managing by Fact using Lean/Six Sigma. Presented by: Susan Zabor, BSN, CSSBB Director of Lean/Six Sigma. Team FIND F ocused IN novation Driven by D ata. Problem Statement:

marty
Download Presentation

Schneck Medical Center Seymour, Indiana

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Schneck Medical CenterSeymour, Indiana Managing by Fact using Lean/Six Sigma Presented by: Susan Zabor, BSN, CSSBB Director of Lean/Six Sigma

  2. Team FIND FocusedINnovationDriven byData • Problem Statement: • SMC has had difficulty achieving and sustaining 90th percentile performance in all patient segments. • . • Goal Statement: • Develop and implement processes to ensure VOC data are user-friendly, readily available, and relevant. • Development, deployment, and integration of processes to ensure accountability to achieve the long-term 90th percentile goal in both Press Ganey and HCAHPS scores. • Measures of Success • Increase customer service scores in all patient segments • Internal Customer Satisfaction with usability of reports

  3. Report Out Process Department has been identified by defined criteria that they are not progressing towards 90th goal Director submits revised action plan to S. Tiemeyer 5 business days following meeting Notified department to report out to Team FIND Provide updated quarter to date results and action plan to S. Tiemeyer 30 days following the meeting Supporting documentation for action plan items Department Director brings action plans, quarter to date results by received date, and completed crucial conversation sheet to prepare for upcoming meeting. If there is no evidence of improvement Director, Manager and Team SEEK member to meet with AEC Director, Manager, & Team Seek member meets with Team FIND To Be Determined

  4. 90% 89% 85% 80% 80% 74% 75% 73% 72% 70% 70% 65% 62% 62% 60% Q1 11 Q2 11 Q3 11 Q4 11 Q1 12 Q2 12 Q3 12 Q4 12 Aggregated Score 62% Aggregated Score 89% Press Ganey Customer Service Initiatives Q2 2011 Team FIND/VOC Reports Q1 2012 All day CS training Q3 2012 Audit PGA, Split Flow ED, Phone Surveys ED

  5. Comparison Data Apr 2011-Mar 2012 Schneck Data 2012 HCAHPS

  6. Definition:Split Flow (SF) is a patient focused process that is specifically designed to allow the Emergency Department to function as an Emergency Department while caring for, in an expeditious manner, all others who present for care. Problem Statement: Volumes in the ED have increased > 6% Average door to provider time for 2012 is 52 minutes Length of stay for low acuity patients (ESI 4/5), which encompasses 42.3% of SMC’s ED population, is 118 minutes LWBS average for 2012 is 2.23%. An annualized net revenue potential gain of LWBS was estimated at $166,387 Customer service scores have averaged at the 25th percentile in the last 6 quarters. Goal Statement: The goal of this project is to implement a split flow process in the ED for ESI 3,4, and 5 patients, during the hours of peak volume (11am-11pm) to reduce door to provider time, LOS time, and LWBS rate while increasing customer service scores. Measures of Success Door to provider time < 20 min Length of stay < 90 min LWBS rate < 2% Customer satisfaction > 90th percentile

  7. HIGH LEVEL PROCESS MAP OF SPLIT FLOW ARRIVAL AT EMERGENCY ENTRANCE 40% of ED Population PIVOT NURSE MAIN ED SPLIT FLOW INTAKE CONTINUING CARE RESULTS WAITING DISCHARGE ROOM

  8. Outcomes 62%  D2P 42%  LOS “…I just wanted to say that I had mydaughter in the emergency room today, and the new system you guys are doing to get the patients in and out quicker really worked well!!! I was so happy I didn’t have to spend 5 hours in there with a sick little one!! They got us in and out in no more that 30 minutes!!! Let’s keep the system going, it works!!”

More Related