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Framework for Excellence . Sonja Wulff, MA, CLM Vice President, PVHS Center for Performance Excellence. Private, locally owned, not-for-profit Full spectrum of healthcare services 2 tertiary hospitals, outpatient campus, numerous satellite clinics

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Framework for Excellence

Sonja Wulff, MA, CLM

Vice President, PVHS Center for Performance Excellence

poudre valley health system
Private, locally owned, not-for-profit

Full spectrum of healthcare services

2 tertiary hospitals, outpatient campus, numerous satellite clinics

Regional medical hub for cardiac & trauma services, orthopedics, oncology, neonatal intensive care & bariatric surgery

Poudre Valley Health System
poudre valley health system3
Service area: Northern Colorado, Wyoming & Nebraska

5,200 employees, 600 primarily independent physicians & 800 volunteers

$1 billion in annual revenue

Poudre Valley Health System
slide4
Community hospital serving Fort Collins, Colorado

1,500 employees, 300 independent physicians & 575 volunteers

24% annual employee turnover

5 CEOs in 4 years

$250 million in annual revenue

Changing healthcare market

Demand for physician integration

Where Our Journey Started (1997)

slide5

Baldrige Journey

  • Leadership: Find an improvement model
  • Decision: Baldrige National Quality Program
slide6

Challenging Times (2010)

  • What we don’t know
    • Healthcare reform
    • Economy
  • What we do know
    • Decreased funding
    • Increased transparency
  • What we need to accomplish
    • Mission: independent, non-profit
    • Vision: world-class health care

Gabriel, NICU “Graduate”

Craig

Trauma patient

slide7

The Power of Baldrige

  • Visionary leadership & systems perspective
  • Focus on the future
  • Management by fact
  • Valuing workforce members
  • Patient-focused excellence
  • Focus on Results
slide12
Aggregation & review of all Voice of the Customer data

Key Customer Requirements

Customer Service Must-Haves

We’re here for you

Unit initiatives

Penguin Awards

Service excellence training

Patient-Focused Excellence

slide13
National top 10% for:

Clinical outcomes

Patient satisfaction

Employee satisfaction

Physician loyalty

Financial performance

Focus on Results

slide14

Healthcare Outcomes

Risk-Adjusted Mortality Rate

slide15
To provide

world-class

health care

Our Vision

Molly

4th generation treated at PVH

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Additional Information:

Sonja Wulff, Vice President

PVHS Center for Performance Excellence

sbw2@pvhs.org

www.pvhs.org