Today’s Webinar will begin at 11:30PM PST

1. Today’s Webinar will begin at 11:30PM PST 4/25/12

2. Introduction

3. More Introduction • Please do not put your phone on hold; use the mute function or *6 • Please type questions or comments into text box • If time permits, we will open up the phone lines at the conclusion of the presentation

4. Our Presenters Today: • Suki L. Wright, MSM, CSSBB, Director of Organizational Excellence & Innovation, Schneck Medical Center • Amy Pettit, MSN, RN, NE-BC, CSSBB, Director of Nursing Excellence and Innovation, Schneck Medical Center • Matt Chandler, MS, MBA, RDCS, CES, Director of Cardiovascular Services, Schneck Medical Center

5. Crossroads Schneck Medical Center’s Journey to Excellence Suki Wright, MSM, CSSBB Director of Organizational Excellence and Innovation Amy Pettit, MSN, RN, NE-BC, CSSBB Director of Nursing Excellence and Innovation Matt Chandler, MBA, MS Director of Cardiovascular Services

6.  Seymour Seymour, Indiana

7. Schneck Medical Center • Not-for-profit, county-owned hospital • Facilities include: • Main campus, 93 all-private suites • State-of-the-art Cancer Center • Rehabilitation Center • Three Convenient Care Centers

8. *Seymour Key Concepts • History of Journey • Crossroads • Transformation of our Journey

9. Crossroads If you don’t know where you are going, any road will get you there. Lewis Carroll, Novelist

10. Racing Towards Excellence KEEP MOVING 1st National Site Visit 2011 Baldrige Recipient 2011 Application 2010 Application Acceleration 2011 Magnet Site Visit & Re-designation 2008 Submitted to OPE 2010 Mock Site Visit Roadmap to Excellence 2 0 0 3 2007 Application 2009 OPE Site Visit Committed to Journey 2006 Magnet Site Visit & Designation

11. One Committee Six Committees A member of AEC (Administrative Executive Committee) leads each of the categories. The way we do our work Baldrige evolution One Department

12. History of the Journey 2007 National Application 2003 First Baldrige application written in 3 months! Committed to Journey • Challenges • Understand the criteria • Lack of state program • Understanding the feedback report • Complete new assessment or work on OFIs?

13. 2008 Submitted to OPE History of the Journey • Quest for Excellence • Ohio Partnership for Excellence (OPE) • Applied to State Program • Automatic Site Visit

14. Growth from preparing for site-visit Mentors Prescriptive Shared Best Practices Coach / Consultant Renewed commitment to journey 2009 OPE Site Visit First Turning Point - Site Visit

15. Improvements accelerated Dots started to connect We began to have traction First Turning Point - Site Visit

16. Journey begins to transform Changes ahead

17. Alignment Why are we here? Who are we here for? What do we do well? Where are we going? How are going to get there? Leadership goes first

18. Set Direction Patient First Set Direction Effective Communicator Disciplined Evaluate & Improve Develop strategies, objectives, & options Transformational Leader Results Oriented Deploy the Plan Align Processes &People Collaborative Team Builder Evaluate & Improve Develop strategies, objectives, & options Vision: To be a healthcare organization of excellence… every person, every time. Customer Service Fiscal & Operations Human Resources Quality of Care Deploy the Plan Align Processes &People PILLARS of EXCELLENCE Mission: To provide quality healthcare to all we serve. Values: Integrity + Compassion + Accountability + Vision = Excellence Stakeholders: Patients, Patient’s Family, Community, Workforce

19. Operational vs. Functional Leadership goes first

20. Defined excellence for each of the pillars Set benchmarks & goals Defined Excellence Fiscal & Operations Human Resources Customer Service Quality of Care

21. Strategic Planning Process Key Stakeholders President Meeting Share minutes and financials with all staff Inclusion & Transparency

22. Making it Formal • Identified Key Processes • Process Maps • Operational Rhythm Performance Improvement Project Review Scorecard Reviews

23. Key Process Owners Set metrics and goals Cascading goals Report Outs Accountability

24. Quit Move forward Change paths Second Turning Point Crossroads

25. Fully Committed Complete Alignment Integration How we did our work Moving Forward

26. 2011 applied to the National Program • - First national site visit Keeping the momentum • 2010 applied to National Program • - Hired examiners for a “mock” site visit • 2011 Baldrige Recipient

27. Progression of improvements

28. THE RESULTS Improvements in all four pillars: Quality of Care Customer Service Fiscal & Operations Human Resources

29. Two Hospitals One Heart Better 120 90

30. Risk Adjusted Mortality Better 2011 UHC Top Quartile = 0.63 2011 UHC Top Decile = 0.51

31. Operating Margin Better Outperforming S&P Benchmark 2.8% for A rated hospitals

32. Employee Engagement Better Highly Engaged Workforce

33. Better 24% Decrease

35. Top Ten Takeaways • 10. Look Back to See How Far you have Come • 9. Be Patient • 8. Know when to Push, Educate, Slow Down, or Let Go • 7. Outside Perspective • 6. Provide Ongoing Education • 5. Identify Best Practices • 4. Network with Others on Journey • 3. Commit to Cycle • 2. Baldrige Examiner • 1. Senior Leadership Commitment David Letterman Born in Indianapolis and graduated from Ball State University in Muncie Indiana

36. Move forward Do nothing Crossroads Even if you're on the right track, you'll get run over if you just sit there.Will Rogers

37. Crossroads Schneck Medical Center’s Journey to Excellence Suki Wright, MSM, CSSBB Director of Organizational Excellence and Innovation Amy Pettit, MSN, RN, NE-BC, CSSBB Director of Nursing Excellence and Innovation Matt Chandler, MBA, MS Director of Cardiovascular Services

40. Notes will be on our website

41. Cynosure Quality Swap MeetMay 21, 2012 www.cynosurehealth.org

42. Thanks for joining us today