Hospital Background

1. St. Joseph’s Hospital Health CenterCardiology SurveyMaxwell Consulting Group Rachel Amols, William Balch, Philip Beekman, Brendan Cheney, Sarah Douglas, Miki Ouchi, and Sanda PutninaDecember 5, 2002

2. Hospital Background • Syracuse’s oldest hospital • One of the largest health centers in CNY • Serves 20,000 inpatients and 20,000 outpatients annually • Exceeded an operating budget of $200 million • One of the largest employers in CNY • Current challenges • Location in Syracuse • Negative population growth • Median income level below the national average

3. Cardiac Background • Pioneer and leader in cardiac care in CNY • First open heart surgery in CNY, 1958 • 65% of market • Exceeds 1,000 open heart operations annually • Lowest open heart mortality rate NYS • High ranking nationally • Lower mortality rate than many well known cardiac departments • Second best one-year survival rate

4. Survey Development • Population: 39 cardiology unit physicians • Open heart surgeons • Cardiologists • Invasive cardiologists • 5 topics focused on closed-ended responses: • Quality of primary and ancillary services • Access • Technology and communications • Satisfaction • Public relations and marketing

5. Survey Development(continued) • Sources for Development of Survey: • Input from physicians and the Executive Board • Materials provided by the Health Care Advisory Board • Relevant academic journals and literature • Final deliverable was designed to: • Provide information addressing current staff concerns • Offer ideas for strategic planning over the next five years • Maintain hospital’s financial success

6. Collected Survey Description • Received 13 responses out of 39 surveys sent out • At least one response from each of the major groups and individual cardiac practices associated with SJH • Survey administration difficulties: • Response Rate • Anonymity • Pre-test • Follow-up interviews • Demographic information

7. Quality • Purpose: • To determine the satisfaction of the quality of cardiac services • Findings: • Generally satisfied • Recommendations: • Politics and impartial nursing • Evaluate need for midlevels • Evaluate efficiency of services

8. Access • Purpose: • Evaluate physician satisfaction with cardiac patient access to key services • Findings: • Generally satisfied • Recommendations: • Address efficiency issues • Increase bed availability (ED, ICU, telemetry) • Confirm need for additional sub-specialties

9. Technology and Communications • Purpose: • Evaluate Physician Portal, Training Sessions, and Physician Updates • Findings: • Only 6/11 find updates as useful • Recommendations: • Evaluate why updates are not useful • Evaluate why portal is only used for certain tasks

10. Satisfaction • Purpose: • Determine satisfaction with quality of care and staffing levels • Findings: • Satisfied with working at SJH and with care given • Concerned over a short-term increase in patient volume • Recommendations: • Establish a formal communication channel • Carefully develop a recruitment plan

11. Public Relations/Marketing • Purpose: • Determine cardiologist’s views on marketing strategy • Findings: • Current marketing levels are sufficient • Cardiologists are interested in being involved in future marketing • Recommendations: • Pursue a wider, regional marketing strategy • Focus on quality of services and experience of physicians • Aim marketing at patients and referring physicians • Pursue public relations with community outreach

12. Questions?