emory healthcare overview€¦ · emory healthcare overview susan grant chief nurse executive chief...
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Emory Healthcare Overview
Susan GrantChief Nurse Executive
Chief Patient Services Officer
Emory Healthcare
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EHC’s FY13 – FY15 Strategic Plan Summary
Overall Theme: Creating Value for our Patients and FamiliesValue is delivering on our Quality Promise with Minimal Waste and
Optimal EfficiencyValue is impacted by all five Strategic Goals
FY13 – FY15 STRATEGIC GOALS
Clinical Quality
Patient and Family
Experience
Commitment to Those Who
Serve
Discovery and
Innovation
Financial Strength
Fulfill our Quality
Promise across the continuum
of care cost effectively
Significantly improve the patient and
family experience
with access to the right care
Achieve top physician and
employee engagement by living the Care Transformation
Model
Expand the opportunities for patients to participate in
novel research and educational
programs
Strengthen financial
performance by improving
efficiencies and reducing costs
per unit of service
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Creating Value for our Patients and Families
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Reporting and Measuring Service Quality
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Pinpoint Where to Address Inherent, Avoidable Suffering
CARING
BEHAVIORS
CLINICAL
EXCELLENCECULTURE
OPERATIONALEFFICIENCY
Show Courtesy
Inform
Personalize Care
Show Empathy
Protect Privacy
Offer Choice
Use Service
Recovery
Inherent
Suffering
Avoidable
Suffering
Demonstrate
Clinical Skill
Manage Pain
Prepare for
Discharge
Show Teamwork
Minimize Wait
Provide Comfortable /
Clean Environment
Offer Adequate
Amenities
We are asked to define where we remove suffering to create Individual Outcomes of Service Quality
Christie Dempsey, CNO Press Ganey
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Patient Engagement is a Key Pillar of Next Generation Healthcare Delivery
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Designing and Integrating Personalized Care to Achieve Individual Outcomes of Service Quality
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INTERACTIVE
CARE MODEL™
Rethinking the
person/family/care
partner and clinician
relationship to better
engage people in
their health care
journey.
2013 GetWellNetwork
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Aligning culture to meet outcomes of Service Quality
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2008:
Establishing and Utilizing Our Patient
Voice
2009:
Defining Our New Culture
2010:
Creating The
Ideal Team
Conduct
2011:
Establishing Accountable
Metrics
2012:
Accelerating Metrics
Improvements
2013:
Establishing The Ideal
Brand
2014:
Accelerating The Ideal
Brand
2015:
Aligning to External
Accountable Metrics
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Emory Healthcare Bedside Shift
Report Bundle™
Creating Value with our Patients and Families
for all Patients and Families
Emory Healthcare
Bedside Shift Patient and
Staff Training Video
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Demonstrating Service Quality
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Current Monthly Employee Metrics Current Monthly Patient-Centered Metrics
97% units
complaint
with
Bedside Shift
Report
Bundle
90th
percentile
Press Ganey
National
Database
At or above
National
comparison
by domain in
HCAHPS
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Demonstrating Service Quality
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