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Framework for Excellence

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

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  1. Framework for Excellence Sonja Wulff, MA, CLM Vice President, PVHS Center for Performance Excellence

  2. 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

  3. Service area: Northern Colorado, Wyoming & Nebraska 5,200 employees, 600 primarily independent physicians & 800 volunteers $1 billion in annual revenue Poudre Valley Health System

  4. 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)

  5. Baldrige Journey • Leadership: Find an improvement model • Decision: Baldrige National Quality Program

  6. 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

  7. The Power of Baldrige • Visionary leadership & systems perspective • Focus on the future • Management by fact • Valuing workforce members • Patient-focused excellence • Focus on Results

  8. Visionary Leadership & Systems Perspective

  9. Focus on the Future

  10. Management by Fact

  11. Valuing Workforce Members

  12. 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

  13. National top 10% for: Clinical outcomes Patient satisfaction Employee satisfaction Physician loyalty Financial performance Focus on Results

  14. Healthcare Outcomes Risk-Adjusted Mortality Rate

  15. To provide world-class health care Our Vision Molly 4th generation treated at PVH

  16. Additional Information: Sonja Wulff, Vice President PVHS Center for Performance Excellence sbw2@pvhs.org www.pvhs.org

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