Quality Journey – Wednesday March 28, 2012

Sarah Bush Lincoln Health System

Sarah Bush Lincoln Health Center

• Integrated health system– Over 80 physicians– 1650 employees– Comprehensive continuum of outpatient and

inpatient services including• 128 bed, not-for-profit, acute care, general hospital

• The Joint Commission Accredited• Licensed by the Illinois Department of Public

Health

Why the Baldrige – Quality Journey

• Things were going well– Finances strong– Employed Physician model– Positive Employee Satisfaction scores

• Opportunities for Improvement– Patient scores were average at best– Cost of health continued to escalate– Healthcare market changing

Timeline of Journey

• 2005Awarded the Silver Award-first time applicant

• 2006SBL was not offered an award

• 2007Partnered with The Baptist Leadership Institute-Excellence a Way of Life

• 2008Awarded the Silver Award

• 2011Awarded the Gold Award

Three Themes we heard in our Journey

• Strategic Alignment

• Exceeding Industry Benchmarks

• Systematic on going evaluation and Improvement

Excellence a Way of Life

• A valuable tool to move us forward– Focused on creating a Culture of Excellence– Team developed programs.

• Daily Charge• Measuring and reacting to data• Employee Engagement• Setting performance standards

The House of Sarah Bush Lincoln

Strategic Plan (Pillars)

• Improve Patient Experience and Loyalty• Improve Clinical and Operational Quality• Enhance Human Capital• Support Charitable Mission through Service

Growth• Create Healthy Communities• Maintain Financial Viability

Sarah Bush Lincoln Health System

Mission, Vision, ValuesIntegrated Delivery, Access to Care, Service Excellence

2SBL Pillars

Strategic Plan

3Excellence a

Way of Life Teams

1Facilitate a Culture

of Excellence

7Every Patient, EveryTime, Everywhere

5Engaged Workforce

“Best Work Experience”

6Integrated Continuum

of Services

4Data through Dashboards, Surveys, Indicators, and Planning Tools that drive continuous improvement

Hierarchy of Goals

Da

shb

oa

rds

Percentile TrendsEnd of 1st Qtr End of 2nd Qtr FY12 YTD

ACU East 93 90 92ACU West 98 94 94

W&C 92 79 77ED 7 23 22

OP Lab 93 83 86OP Radiology 52 73 67OP Surgery 70 46 51OP Rehab 54 70 69

Home Health 56 67 67POV 68 70 69

Celebration Awards

• Quarterly Celebration Award winners will be announced today

• Winners were determined by percentile rankings for the July-December time period

– 70th percentile – bronze-level winner– 80th percentile – silver-level winner– 90th percentile – gold-level winner

Process Process ManagementManagement

ContinuousImprovement

Journey Continues

• Additional Quality Examiner Trainers• Senior Leadership delving into process

improvement• Implementing a LEAN Process

(additional tool not a replacement)• Apply for Baldrige 201…?