Our Journey

1. Our Journey Lisa MichaelisHeartland Regional Medical Center Administrator

2. Overview • Why we do what we do • Our Journey to Quality - Baldrige • Voice Of Customers (VOC) • Connection to Purpose • Customer Engagement • Workforce Engagement

3. Heartland Health, St. Joseph, Mo. Heartland is a fully integrated health-care delivery system, located in the heart of America and comprised of four entities: • Heartland Regional Medical Center • Heartland Clinic • Heartland Foundation • Community Health Improvement Solutions

4. Heartland Health, St. Joseph, Mo. To make Heartland Health and our service area the best and safest place in America to receive health care and live a healthy and productive life. Heartland Health’s vision

6. Why We Dowhat we do

7. Obesity • 65 percent overweight or obese • School district reports an alarming increase in obesity • Direct connection between poverty and obesity

8. Diabetes • Nine percent of people in St. Joseph live with diabetes • In the under $15,000 bracket, rate soars to nearly 21 percent

9. Smoking 1 out of 4 people in St. Joseph smoke … Under $15,000 income bracket, the smoking rate doubles!

10. Our community needs more than a hospital

11. Social Responsibility • Included in Strategic Planning Process • Community health needs assessment • Listen to the voice of the customer because we care

12. Our Solution – Heartland’s Health Pyramid

13. The Foundation of our Health Pyramid

14. EmPower Plant 89 percent of students say they can makea difference The emPower Plant program provides a hands–on experience for students on the brink of adulthood

15. Innovative Solutions • Youth Health Partnership • Increase childhood immunizations andwell–child exams • Reduce teen pregnancy • Improve oral health care The Health Express

16. The Middle of our Health Pyramid

17. Innovative Programs • Pound Plunge —12–week, team approach, weight loss challenge • National model for community health improvement events

18. Innovative Partnerships and Solutions Community Health Improvement Solutions’ Wellness Connections program creates health and wellness plans for individual businesses

19. The Tip of our Health Pyramid

20. Quality Care Innovation —putting the needs of the patient first

21. Why Baldrige

22. The First Few Steps • Recognition • Change course

23. Early Approach • CEO support • Few key leaders spearheaded efforts • Small group assisted

24. Early Changes • Organizational Structure • Measurement • Quality focus • Growth • Leadership Changes

25. Engaging Others • Excellence in Missouri Foundation • Balanced scorecards • Processes • Customers • Leadership • Performance Improvement • Across entire organization

26. Later Lessons Learned • Needed to enhance knowledge of the criteria • Trained eight employees as examiners • Deep understanding of customers • Success with performance improvement

27. More Changes • Shifted to more of a team approach • Category leads and teams formed • Focus on integration and learning

28. Voice of our Customers

29. Health Pyramid Hospital and Clinic Inpatients Outpatients ER Clinics Community Health Improvement Solutions Members Community Heartland Foundation Community Region

30. Leadership System

31. Strategic Planning Process

32. Customer Relationship Model (CRM) Voice of the Customer Analysis and Decision Listening , Inputs and Methods Making ( 3.2 - 2) Evaluation and Improvement SPP Steps 2 - 6 ( 2.1 - 1) SPP Step 1 ( 2.1 - 1) Customer Groups Conduct reviews to Review customer inputs Patients determine customer and analyze processes to Members requirements and assess if refine feedback Community - Region services, processes, and mechanisms, customer improvements are meeting relationship strategies, Deployment of Strategy and customer needs. and action plans Actions Plans (annual/ongoing). Translate results of SPP Step 8 ( 2.1 - 1) ( 6.1 - 2) Deploy improvement priorities analysis into priorities fo r through the BSC and LEM 90 improvement. 3.1 - 1, Customer Relationship . day acti on plans Management Model (2) (3) (5) (1) (4)

33. Customer Groups CRM #1 If it’s important to them,it’s important to us.

34. Voice of the Customer Requirements CRM #2

35. Analysis and Decision Making CMR #3 • Collect, review and assess voice of the customer data and inputs • Performance improvement Listening to their concerns

36. Analysis Performance Improvement CRM #3 • Multiple Methods (Figure 6.1-1) • Problem, Analysis, Solution, Transition, Evaluation (PASTE) — continuous improvement • PASTEplus — with Black Belt support • PASTEplus for Design — design or redesign with Black Belt Support Continuous

37. Deployment Strategy and Plans CRM #4 • 90-Day action plans, Balanced Scorecard (BSC) and goals • Requirements shared with the caregivers, medical staff, board

38. Evaluation and Improvement CRM #5 • Opportunities for improvement • Cycles of improvement

39. Connection to Purpose – Customer Engagement

40. Customer Engagement • Patient • Member • Community • Region

41. Listening • Rounding • Satisfaction surveys • Community perception survey • Focus groups Voice of the Customer

42. Patient/Member Engagement • Leader action plan • Rounding with patients, members and caregivers • Service recovery • Thank you notes • Coaching and teaching • Keywords • Discharge calls • Behavioral standards • Individual care plan • Leader goals

43. Community Engagement • Health improvement programs • Community forums–summits • Community Alliance • Corporate citizenship • Youth health • Senior health • Employee health

44. Regional Engagement • Heartland Foundation regional development • Regional electronic medical record • Specialty clinics

45. Customer Satisfaction Results PG = Press Ganey

46. Inpatient Satisfaction Results Key Drivers PG = Press Ganey

47. Willingness to Recommend

48. Regional Referrals

49. Net Revenue

50. Connection to Purpose - Workforce Engagement