Maintaining Exceptional Patient Satisfaction Through the Construction Process

1. Sustaining Excellence Maintaining Exceptional Patient Satisfaction Through the Construction Process Partnering with the Construction Team Christine C. Beechner Stephen J. Carbery Greenwich Hospital

2. Sustaining Excellence The Greenwich Hospital Story Greenwich Hospital, located in Greenwich Connecticut was established in 1903 and has since been serving the communities of Greenwich and surrounding areas. In 1993, with buildings dating from 1917, a strategic discussion began surrounding the updating the campus and positioning the hospital to continue to serve the needs of it�s community into the 21st century.

3. Sustaining Excellence The Greenwich Hospital Story The choice of new construction over renovation was a pivotal point for the organization giving the hospital not only the opportunity to examine and re-organize around a service line concept but to fundamentally change the culture of the organization.

4. Sustaining Excellence The Greenwich Hospital Story Beginning with the demolition of the oldest building on our site in 1996, Greenwich Hospital has spent the past decade rebuilding the organization from the inside out. A complex project from a phasing and logistics point of view was undertaken while integrating concern for the patient experience and service culture as a primary driving force towards project completion.

5. Sustaining Excellence The Greenwich Hospital Story Over the course of this project, Greenwich Hospital has successfully updated it�s campus to a 575,000 square foot state of the art medical facility while remaining in the top percentiles nationally for patient satisfaction in excess of six consecutive years.

6. Sustaining Excellence Greenwich Hospital: 2006 �Over the past 11 years we have managed to completely update our campus. We have changed every stone on this campus without ever interrupting patient care and done this during a period of unprecedented growth and patient satisfaction�. Frank A. Corvino President and CEO

7. Sustaining Excellence This presentation will share lessons learned and successful models which a health care organization embarking on a renovation or construction project will find invaluable.

8. Sustaining Excellence Our Challenge was to get from here�

9. Sustaining Excellence to here�

10. Sustaining Excellence � to here.

11. Sustaining Excellence Will your organization be prepared?

12. Sustaining Excellence If your front entrance looked like this�

13. Sustaining Excellence Key Considerations How do you select and develop the right team? Why do you need to establish efficient and effective lines of communication? What are the effects on your key stakeholders? At the end of your project, where will your patients be seeking care?

14. Sustaining Excellence First who�then what �If we get the right people on the bus, the right people in the right seats, and the wrong people off the bus, then we�ll figure out how to take it someplace great.� Good to Great Jim Collins

15. Sustaining Excellence Project Team Members Project Team Right People Right Seats Given all the work we have done with the people in the organization we realized that: the right people make the difference. Given all the work we have done with the people in the organization we realized that: the right people make the difference.

16. Sustaining Excellence It�s not just any construction site

17. Sustaining Excellence Examples of Competing Priorities Phasing vs. Interruption of care Construction vs. Patient Care Demolition and dust vs. Cleanliness Blasting vs. Chopping rock Demolition vs. Pleasant view Construction vs. Quiet Hospital Decommission rooms vs. Innovation Parking vs. Construction Site logistics vs. Hospital needs

18. Sustaining Excellence Greenwich Hospital Site Logistics

19. Sustaining Excellence Greenwich Hospital Site Logistics Viewing the Helmsley Building from the Old South Wing I I

20. Sustaining Excellence Demolition vs. Pleasant ViewUnderstanding what our patients were really seeing

21. Sustaining Excellence Rebuilding from the �inside out� Operations Improvement Change in culture Service Excellence preparation

22. Sustaining Excellence Key to Sustaining Excellence: Vigilance Build a strong foundation Accountability Dedicated staff to listen and respond to patients Monitor and track subjective comments Weekly attention to patient comments

23. Sustaining Excellence Patient Satisfaction During Construction:Standard Overall Mean Score

24. Sustaining Excellence Greenwich Hospital ResultsPatient Satisfaction

25. Sustaining Excellence About the Presenters Christine C. Beechner Ms. Beechner is the Vice President for Patient and Guest Relations at Greenwich Hospital. She is a Registered Nurse with 28 years of healthcare experience across clinical, education and administrative roles. She has spoken on both clinical and administrative topics in various state, regional and national forums. Christine is passionate about improving the patient experience with healthcare and through real-life experience and anecdotes is able to share that passion and energy with others.

26. Sustaining Excellence