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EMBEDDING CHANGE IN THE PROCESS OF CARE. 2008 Quality Symposium November 6, 2008. Steven J. Corwin, MD Executive Vice President & Chief Operating Officer Wilhelmina Manzano, RN, MA Senior Vice President & Chief Nursing Officer. NewYork-Presbyterian Hospital: An Extraordinary Decade.

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embedding change in the process of care

EMBEDDING CHANGE IN THE PROCESS OF CARE

2008 Quality Symposium

November 6, 2008

Steven J. Corwin, MD

Executive Vice President & Chief Operating Officer

Wilhelmina Manzano, RN, MA

Senior Vice President & Chief Nursing Officer

slide2

NewYork-Presbyterian Hospital:

An Extraordinary Decade

  • Delivery of Great Patient Care
  • Strategically Significant Volume Growth
  • Improved Patient Throughput
  • National Reputation on the Rise
  • Financially Sound
  • Unparalleled Capital Investment & Philanthropy
key drivers of success
Key Drivers of Success
  • Clear Articulation of Vision and Values
  • Effective Organizational Structures and Processes
  • Consistent Communication to Align Organization
  • Measurement Systems to Improve Performance
  • Ability to Drive and Sustain Commitment
our vision
Our Vision

To be Among the Top

Academic Medical Centers in

Clinical and Service Excellence,

Patient Safety,

Research, and Education

the patient is at the core of all we do
The Patient is at the Core of All We Do

“ In addition to our excellent reputation for quality of care, we want to be second to none in the service we provide to our patients.”

Herbert Pardes, MD

President and CEO

commitment to nyp values
Commitment to NYP Values
  • RespectEvery Person Counts
  • Teamwork Working Together
  • ExcellenceExceptional Quality and Service
  • EmpathyListen, Understand and Respond
  • InnovationCreative Ideas, Cutting Edge Solutions
  • ResponsibilityHonoring our Past, Ensuring our Future
our strategic initiatives support the patient
Our Strategic Initiatives Support The Patient

..and provide

a common direction

and shared focus

nursing central to the strategy
Nursing: Central to the Strategy
  • Single Nursing Board Led by Chief Nursing Officer
  • Center for Professional Nursing Practice
  • Align Nursing Goals with NYP Strategic Initiatives
  • Enhance NYP Nursing Presence
  • Ensure Robust Nursing Workforce
nursing recruitment retention strategies
Nursing Recruitment & Retention Strategies
  • Leadership Development
  • Affiliation with Over 25 Schools of Nursing
  • Major Investments in Nursing at Bedside
  • Nursing Residency Programs
  • Rewards and Recognition
slide12

Declining Nursing Vacancy Rates

RNs 2006 - 4,119

RNs 2007 - 4,342

RNs YTD 2008 -4,523

2007Benchmark Data

National (ASHHRA) Nursing: 7.80%

New York State: (HANYS): 8.8%

NYP 6.67% 5.67% 3.94%

11

slide13

Decrease in Nursing Turnover

2007Benchmark Data

National (ASHHRA) Nursing: 14.2%

New York State: (HANYS): 13.0%

NYP 10.63% 10.41%. 9.05%

12

engage and empower care team
Engage and Empower Care Team
  • Feel Valued & Take Pride In Their Work
  • Connect With Their Patients
  • Support From Supervisors
  • Know Their Voice Is Heard

Creates A Better Patient Experience

raising the bar in quality safety
Raising the Bar in Quality & Safety

Re-Energized Structure & Processes

Worked Closely with Clinicians

Launched Key Initiatives

Solidified Quality / Operations Partnership

Began to Foster Ownership by All

invigorated quality processes
Invigorated Quality Processes
  • Set NYP Quality Strategy
  • Prioritize Initiatives
  • Facilitate Front-Line Implementation
  • Monitor Performance
  • Identify High-Risk Activities
  • Analyze Data & Monitor Performance

Quality

Council

Quality

Operations

Committee

Risk

Mitigation

Committee

engaging physicians
Engaging Physicians
  • Single, Integrated and Collaborative NYP Medical Board
  • Links Physicians With:
      • Caregivers
      • Administration
      • Trustees
  • Creation of a Patient Safety Culture:
      • Medication Reconciliation
      • Patient Verification
      • Critical Results Reporting
strong physician partnerships
Strong Physician Partnerships
  • Engaging Residents: Housestaff Quality Council
  • Strategic and Operational Alignment with Schools and FPO
  • Invigorating Service Line Physician Leadership
the communication imperative
The Communication Imperative
  • Integrated and Streamlined Messages
    • Clear
    • Accurate
    • Relevant
    • Two-Way
  • Multidisciplinary Executive Committee
  • Office of Internal Communications
  • Enhanced Communication to Caregivers
slide20

Measurement Systems and Managing with Data

  • Quarterly/Annual Targets
  • Monthly Dashboards
  • Automated & Expanded Internal Data Distribution
  • Unit & Campus Level
  • Timely Reporting
improved employee satisfaction

N/A

Improved Employee Satisfaction

NewYork-Presbyterian Hospital

Overall Job Satisfaction

2002 - 2008

patient safety fridays
Patient Safety Fridays
  • All 5 Campuses Every Friday
  • Led by Quality & Patient Safety with Operations
  • Embrace National Patient Safety Goals
  • Clinical and Environmental Rounds
  • No Distractions amd Everyone Participates