Have you ever heard…

“If it Plays in Peoria,It’ll Play

Anywhere!”

Audience Participation/VOC• Patient Satisfaction Survey/Comments Report• Pride Line (patient advocate)• Patient Focus Groups • Community Focus Groups• Employee Focus Groups• Payor Groups• Direct call to CEO• 5555 Immediate Patient Action Line• Through the Grapevine!

• Interviewing and selection process

• Probationary period

• Redeveloped and embedded NEW Mission, Vision and Values

• Set the Bar High

• Developed Experience Teams

• Acquired comprehensive Database for Tracking and Trending

• Enhanced Service Excellence Training Course; (Keys, Disney, MBWM, PS@MBWM)

means we work to make a positive difference. We use our talents, skills, and expertise as healthcare

providers and as community leaders to improve the quality of life for area people.

means we assist the people of our community when, whereand how they need it. We deliver healthcare to patients

and their families - to all people regardless of age,gender, race, religion, social status or ability to pay.

means the right care, at the right time, in the right setting, at the right cost, with the best possible outcome. We are

successful when what we do makes things better for people, improving their health and well-being of body, mind and spirit.

means no excuses,no wavering, no distractions.

This is simply what we do.

Patients FirstExplain ThoroughlyRespond PromptlyInsure PrivacyOn StageDemonstrate Teamwork

• Creative Team Development• Visual tag-line for reaching goals• Poster/screen savers• Patient feedback posters• Patient Satisfaction Newsletter• Department Satisfaction boards

PERSONAL & JOINT ACCOUNTABILITY

Accountability is…

A personal choice to rise above one's circumstances & demonstrate

the ownership necessary for achieving desired results, to…

Personal• Ownership• See It, Own It, Solve It• Accountable for

own actions or inactions (what you do, what you fail to do, and refuse to do)

• A critical sign of character

Joint• Shared Ownership• See It, Own It, Solve It• Accountable for

Looking beyond own work Sharing information with

others Working to advance

organization success• Confront unaccountable

behaviors in others

Purpose: Explore meaning of accountability indaily work

Agenda: Group A –1. What does lack of accountability look like? (words,

phrases, actions)2. Identify impact of contagious lack of accountability on you,

on others.

Group B – 1. What does taking accountability look like? (words,

phrases, actions)2. Identify WIIFM to ‘own’ your accountability

Length: 10 mins small groups; 10 mins reports

Key Moments of Truth.• Applause?

• Show Stopper?

(Planning for discharge and actual process that occurs)

COMMUNICATION & DISSEMINATION OF RESULTS• Manager Rounding• Pride Rounding• Executive Rounding• Survey & other feedback• Prideline• Complaint database• Stoplight Dashboard• Post data in every area measured• Customer Satisfaction results

discussed at every meeting and forum

NOWPlaying in PEORIA!

QuestionPIF mean

BGH mean

KRG mean

JXT mean

LLK mean

DLC mean

DAH mean

HLR mean

CLD mean

AMF mean

Std Nurses 98.8 97.9 95 91.9 35 97.9 100 75 100 90.8Nurses concern for privacy 93.8 91.7 87.5 93.8 50 96.4 100 100 100 100Informed about delays 100 100 75 90.6 0 95.8 100 50 75 100How well pain was controlled 100 100 75 89.3 50 100 100 25- 100Percentile Rank 99 99 99 99 1 99 99 1 99 95number of surveys 4 3 2 8 1 7 1 1 1 2

Question

CRJ mean

LM mean

AMB mean

LMM mean

JAM mean

PR9 mean

JAB mean

JLD mean

KJE mean

DMB mean

Std Nurses 78.3 75 100 100 100 100 71.7 97 100 100Nurses concern for privacy 75 75 100- 100 100 50 90 100 100Informed about delays 55 75 100 100 95.8 100 41.7 87.5 100 87.5How well pain was controlled 70 75 100- 95.8 100 58.3 100 100 75Percentile Rank 4 1 99 99 99 99 1 99 99 99number of surveys 5 1 2 1 8 1 3 5 1 2

QuestionMEF mean

CLN mean

SR mean

CN mean

BW mean

JH mean

MW mean

HK mean

NRA mean

SM mean

Std Nurses 95 100 96.3 100 75 81.4 94 78.8 100 100Nurses concern for privacy 91.7 100 87.5 100 75 76.8 95 91.7 100 100Informed about delays 75 100 93.8 100 66.7 68.8 75 50 100 75How well pain was controlled 100 100 93.8 91.7 65 63.9 81.3 100 100 100

Percentile Rank 99 99 99 99 1 12 99 5 99 99number of surveys 3 3 4 4 6 14 5 3 1 2

Question6545 mean

6545 n

6148 mean

6148 n

939 mean

939 n 6509 mean

Std Doctors 97.5 10 88.8 5 91.7 15 93.1Doctors courtesy 97.5 10 95 5 93.3 15 94.4Doctor took time to listen 97.5 10 85 5 92.9 14 91.7Doctor informative re treatment 97.5 10 85 5 87.5 14 91.7Doctors concern for comfort 97.5 10 90 5 90.4 13 94.4

Current Percentile Ranking: 2 99 99 2

Question2839 mean

2839 n

6616 mean

6616 n

6042 mean

6042 n

6362 mean

Std Doctors 77.3 8 92.7 18 100 5 77.3Doctors courtesy 84.4 8 97.2 18 100 5 81.3Doctor took time to listen 81.3 8 93.1 18 100 5 78.6Doctor informative re treatment 71.9 8 88.9 18 100 5 64.3Doctors concern for comfort 71.9 8 91.7 18 100 5 75

Current Percentile Ranking: 99 22 99 1

Question

6451 mean

6451 n

6838 mean

6838 n

6920 mean

6920 n

6411 mean

Std Doctors 97.3 17 82.4 21 92.2 4 67.2Doctors courtesy 98.5 17 83.3 21 93.8 4 65.6Doctor took time to listen 98.5 17 82.1 21 93.8 4 68.8Doctor informative re treatment 95.3 16 81 21 87.5 4 65.6Doctors concern for comfort 98.4 16 83.3 21 93.8 4 68.8

RECOGNIZING & CELEBRATING SUCCESSES

We ARE the one that they want!

Press Ganey Summit Award

Press Ganey Summit Award

Press Ganey Summit Award

Press GaneySuccess StoryFinalist “Talkabout Change”

Press Ganey Success Story Finalist “Reaching the Impossible Goal – from the 17 th to the 95th Percentile”

Press Ganey Success Story Finalist “Listen & the Doors will Open”

Press Ganey Journey of Improvement

DATA Advantage, LLC Top 100 Best in Value Award

The Leapfrog Group Best Value

Premier Quest Best Value

PRC Physician 5 Star Award for Nursing

PRC Physician 5 Star Award for Nursing

PRC Physician 5 Star Award for Pathology

Met Caterpillar Service Requirements

Healthgrades Outstanding Patient Experience Award

Magnet Award for Nursing Excellence

Solucient Top 100 CardiovascularHospitals

Lincoln Silver Award for Performance Excellence

JCAHO Gold Seal of Approval

Lincoln Gold Award for Performance Excellence

JCAHO Disease Specific Certifications (Heart Attack, Sleep Disorders, Heart Failure, Pneumonia, Hip Replacement, Knee Replacement, Primary Stroke)

Healthgrades Orthopedic Surgery Excellence Award

Magnet Award for Nursing Excellence

Met Caterpillar Quality Requirements

JCAHO Disease Specific Certifications (Heart Attack, Sleep Disorders, Heart Failure, Pneumonia, Hip Replacement, Knee Replacement, Primary Stroke)

US News & World Report America’s Best Hospitals for Urology

US News & World Report Nursing Care and Pain Management

Healthgrades Patient Safety Excellence Award

Delta Group Care Chex Award

Care Chex Top 5% in Orthopedic Surgery; Top 10% in Patient Safety

Baldrige Site VisitJCAHO Gold Seal of Approval

JCAHO Disease Specific Certifications (Heart Failure, Pneumonia, Hip Replacement, Knee Replacement, Primary Stroke)

Healthgrades – Stroke, CHF, Pneumonia, GI Bleed, Respiratory

Healthgrades Outstanding Patient Experience Award

Baldrige Site Visit

Care Chex Top 10% Nationally (Carotid Artery Surgery, Joint Replacement, Women’s Health)

Care Chex #1 in the Market (Joint Replacement, Overall Medical Care, Overall Hospital Care, Gastrointestinal Care, Heart Attack Treatment, Major Orthopedic Surgery, Pneumonia Care, Pulmonary Care)

Healthgrades Stroke Excellence Award

CARF Full Rehabilitation Accreditation

US News & World Report Best Regional Hospital

Critical Care Beacon Award

AHA Silver Award for Heart Failure Care

Met Caterpillar Requirements

Best Places to Work in Illinois Award

McKesson VIP Award Information Technology

McKesson VIP Award InformationTechnology

McKesson VIP Award Information Technology

WELCOA Well Workplace Award

Moody’s Rating Upgrade from Baa1 to A3

Moody’s Rating Upgrade from A3 to A2

Moody’s Rating Affirmed A2

Moody’s Rating Affirmed A2

Moody’s Rating Affirmed A2

WELCOA Well Workplace Award

Caregiver Safety Accreditation

Fortune 100 Finalist Best Companies to Work For

WELCOA Well Workplace Award

The Leapfrog Group Best Value

Premier Quest Best Value

Fortune 100 Finalist Best Companies to Work For

Fortune 100 Finalist Best Companies to Work For

Fortune 100 Finalist Best Companies to Work For

Fortune 100 Finalist Best Companies to Work For

DATA Advantage, LLC Top 100 Best in Value Award

Moody’s Rating Affirmed A2

Moody’s RatingAffirmed A2

Modern Healthcare Most Wired Hospital

Premier Supply Chain Excellence Award

• Purpose

• Certificate, Goodie Bag& Flag

• Traveling fanfare by Leadership

• Plaque and star award

• Celebratory Basket

• Lunch of their choice after 5 consecutive “Green” weeks

• Recognition Cards from CEO

• Individual Manager incentives & motivators

• CBC Points

http://mymethodist2.tharpe.com/Home.aspx?d

Signals that the staff really “GET IT”• Colored shirts and wrist bands.• Inter-department friendly

competitions• Special parking spot• Manager competitions

• Apologize

• On-the-spot Service Recovery by staff

• Rose for Recovery

• Meal vouchers

• Assistance by Patient Advocate, if needed

• LEAP Service Recovery Model/Course

• Listen• Empathize• Apologize/Act• Provide Feedback

• Experience Teams

• Action Plan

• PDCA

• Performance Review 50/50

• Service Never Event

• Online E-learning Service Modules

• Re-aligning new Mission, Vision & Values, assuring all employees know & understand

• Support from the top down• Provide ongoing Education and Training• Set the target / Measure and Analyze Data

on an ongoing basis• Distribute / Post Data• Develop action plans• PDCA• Celebrate Successes / Accomplishments!

What really differentiates us fromour competition is our Service of not

only meeting, but EXCEEDING customers’ expectations!

Surprise them with the unexpected. This will earn a standing ovation.

260 Volunteers195 Aids (CNA’s, Unit Sec, PCA’s, Techs)

85 Housekeeping Staff82 Food Service Staff

17 Switchboard Operators22 Valets

50 Patient Reg54 Patient Accounts/CBO

65 Pharmacists/Techs51 IT Support

965 RNs104 Employed Physician

30 Residents350 College of Nursing Students

800 Total Medical Staff104 Total Leadership Team

…and remember, if it“Plays in Peoria”

it will Play ANYWHERE!