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The Pursuit of Excellence: Building a Culture of Quality through Change Management at the “Moment-of-Truth” One Patient at a Time. Paul A. Sommers, PhD Hudson Hospital & Clinics. Establish a Culture of Quality. A way of doing business through change management that is: Mission Driven

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The Pursuit of Excellence:Building a Culture of Quality through Change Management at the “Moment-of-Truth” One Patient at a Time

Paul A. Sommers, PhD

Hudson Hospital & Clinics

establish a culture of quality
Establish a Culture of Quality

A way of doing business through change management that is:

  • Mission Driven
  • Values Centered
  • Customer Focused – “Patient Centered”
  • Every patient, Every contact, Every day
  • In-person, by telephone, & In-writing

Easy to Say – Difficult to Do

the business of patient satisfaction financial value
The Business of Patient Satisfaction: Financial Value

Source Annual Value 10 years 20 years

CMS (Medicare/Medicaid) $5,670 $56,700 $113,400

United Family Practice Health

Center & United Hospital,

St. Paul MN $5,076 $50,760 $101,520

Hudson Hospital& Clinic,

Hudson WI $4,376 $43,760 $ 87,520

it s about the people
It’s About the People

It all starts by attracting and retaining the best employees for all positions in organization and empowering each employee to seek out and resolve patient concerns as they occur

  • First who, then what
  • Engage and invest in employees to make a difference
  • Reward and recognize
inspire your workforce
Inspire Your Workforce

Every manager is accountable for:

Open communication – No Secrets! No excuses!

  • Employees are valued
  • No “retribution”
  • Excellent employee satisfaction = “excellent patient satisfaction”
implementing patient centered change management requires
Implementing Patient-Centered Change Management Requires
  • Commitment to Excellence from the Top Down
  • Development of Great Leaders
  • Hardwire Accountability: “Every Patient; Every Contact; Every Day”
  • Excellent Patient Satisfaction
    • Requirement in every job description
    • A key measure in annual evaluations
    • Tools and metrics that are easy and automatic
collect and act on information in real time
Collect and Act on Information in Real-Time

Capturing and acting-on what the patient needs at the place and time the patient needs it…is PRICELESS

The single most important question asked:

“If just ONE thing could be done to improve your experience today, what would it be?”

At the Point-of-Care

Specialty Clinics Emergency Center Lab

Medical Imaging Ambulatory Surgery

Rehabilitation Inpatient Units (Med-Surg/OB)

every patient every contact every day
Every Patient, Every Contact, Every Day

Tools Used

  • The MOT system runs on KnowWire™ provided by Vertical Systems of Eden Prairie, Minnesota
  • KnowWire operates independent of the IT system as a “plug-and-play” wireless communication tool
  • Any question that can be expressed in a written survey can be expressed in the actionable interactive form of a fixed or mobile kiosk/tablet
the role of knowwire
The Role of KnowWire
  • Each survey result is sent to a secured database and examined for alerts defined uniquely for each application
  • Alerts are patient activated and sent via Email or pager depending on the urgency required
  • Example, an immediate page is sent to the appropriate personnel to initiate the conversation at-the-point-of-care
outcomes 2007
Outcomes: 2007

The single most

important metric used:

“Would YOU

recommend Hudson

Hospital & Clinics to

family and friends?”

lessons learned
Lessons Learned
  • Begin earlier, even if manually, to collect patient information at every interaction with a patient
  • Script message for staff to use with every patient; every contact; every day:

“If just ONE thing could be done to improve your experience today, what would it be?”

  • “Hardwire” patient satisfaction requirements into each employee’s job description; annual performance review; & incentive program

Are You Ready For

The Moment Of Truth?

Paul Sommers, PhD

Hudson Hospital

405 Stageline Road

Hudson WI 54016

Tel 715-531-6014