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Sharp Coronado Hospital and Healthcare Center

Sharp Coronado Hospital and Healthcare Center. Marcia Hall, CEO. Reflection.

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Sharp Coronado Hospital and Healthcare Center

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  1. Sharp Coronado Hospital and Healthcare Center Marcia Hall, CEO

  2. Reflection Here’s to the crazy ones. The rebels. The troublemakers. The ones who see things differently. While some may see them as the crazy ones, we see genius. Because the people who are crazy enough to think they can change the world, are the ones who do. Apple Computers 1997

  3. Hospital Statistics in 2011… • General Acute Care Hospital (focused on joint replacement) • 204 beds • 250 physicians • 650 employees • Affiliated with San Diego’s Sharp HealthCare in 1994 • Planetree affiliate since 2002 • Achieved Planetree Designation in 2007

  4. Strategic Plan: Coronado Project 2020 VISION in 2001: “Create a first-in-its-class destination hospital, redefining the health care experience by providing a unique blend of premier healing care services within a culture of caring and compassion, surrounded by a warm, welcoming, and healing environment.” THEME: Using sunshine colors, beach textures, island serenity and a tropical ambience, create the feel of an “Island Beach Resort” within the walls of an urban hospital.

  5. Two significant tactics made it work • THE SHARP EXPERIENCE • (service culture initiative with sensible tactics) • “Best place to work, practice medicine and receive care” • PLANETREE AFFILIATION • (patient centered care initiative with defined cultural values) • Change the sights, smells, sounds, feel • “Humanize, personalize, demystify”

  6. So, What Changed?

  7. Sharp Coronado HospitalPercent Perfect Care

  8. Voice of the Customer Strategies: • Every patient, every time • Mystery Shopping • “Drive Through Phlebotomy” • Attitude, attitude, attitude • Personal Mission Statements

  9. Voice of the Customer Strategies: • AIDET • Valet Services • Hourly & Leader Rounding • Overall experience • Sense of Safety…prep for going home

  10. Employee Opinion SurveyOverall Percent Favorable

  11. Employee Turnover Rates(FY 05 to FY 10)

  12. Physician Opinion Survey

  13. Trended Financial Indicators

  14. Results – Community Philanthropy

  15. Awards and Honors • Malcolm Baldrige National Quality Award Recipient(2007 Sharp HealthCare)

  16. Awards and Honors • Planetree Redesignation as a Patient-Centered Care Hospital (Sharp Coronado was the first hospital in the nation to be re-designated)

  17. Awards & Honors • Ranked in “Top Ten California Hospitals” for clinical quality outcomes by CHART (California Hospital Assessment and Reporting Taskforce) • Press Ganey’s “Best Place to Practice Award” for physician satisfaction • Governor Schwarzenegger’s “Letter of Recognition for Patient-Centered Care” • Morehead’s “Apex Workplace of Distinction Award” for employee satisfaction

  18. Everything you experience at Sharp Coronado Hospital is measured by asking three simple questions: Have we helped you ......... Liveyour life with dignity and optimal health? Healto the highest degree of functioning possible? Growin all the ways that have meaning for you?

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