welcome to john muir medical center · john muir health – proprietary and confidential 8 . we...
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Welcome to
John Muir Medical Center
Deborah Austin Director, Patient Relations/Accreditation
Coordinator, Patient & Family Advisory Committee
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JMH System Overview
• 3 Hospital System (approximately $1.4 Billion revenue) – Concord campus – Walnut Creek campus – Behavioral Health Center
• John Muir Physician Network (approximately 1,000 physicians) – John Muir Medical Group (Foundation Model – all primary care) – Muir IPA
• Ambulatory Services – 5 urgent care centers – 2 ambulatory surgery center JV’s – Imaging – Physical therapy, Cardiac Rehab, Pulmonary Rehab
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EPIC electronic health record implemented throughout the John Muir Health Enterprise
March 30, 2014
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Key Awards and Accomplishments
JMH Patient Experience Lisa Foust
Senior Vice President, Human Resource Co-Executive Sponsor, Patient Experience
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Key Elements of Vision 2022
• Provide our patients with a top-tier (exceptional) patient experience and quality care at a price they can afford
• Work as one highly skilled, collaborative team coordinating and managing our patients’ care across our entire range of services
• Welcome partnerships and affiliations as a path to growth
• Continue to build a culture of excellence
4.
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We will achieve higher reliability at John Muir Health through balanced improvement across three core dimensions of operational performance (Safety, Quality, and
Affordability), based on a solid foundation of an engaged workforce and the science of reliable practices and behaviors.
The end result: a superior patient experience – not just sometimes, every time.
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The JMH Patient Experience
Reliability Governance Committee (RGC)
Reliability Integration Team (RIT)
Tactical Working Group (TWG) plans logistics for implementation
Patient Experience tactics are launched throughout the organization
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Tactical Working Group
Tactical Working Group
WC
CC
PN
JMMG BHC
Muir IPA
Admin Svcs
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Patient Experience Goals
• Nursing/Office Staff Communication • Physician/Provider Communication • Noise – Healing Environment
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HCAHPS Composite Score Questions
Physician Communications
• Treats you with courtesy & respect
• Listens carefully to you • Explains in an understandable
way
Nurse Communications
• Treats you with courtesy & respect
• Listens carefully to you • Explains in an understandable
way
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CG-CAHPS Composite Score Questions
Physician/Provider Communications
• Explains in a way I understand • Listens carefully to me • Gives understandable
information • Knows my important medical
history • Shows respect for what I say • Spends enough time with me
Office Staff Quality
• Staff are helpful • Staff treat me with courtesy
and respect
Patient Engagement
Dr. Nick Mickas Chief of Staff, Walnut Creek Campus
Physician Champion, Patient & Family Advisory Committee
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Why Patient Engagement?????
• Enhance quality, patient safety and patient experience • Promote open communication and partnership with patients
and families • With every decision, we ask ourselves “what was the input
from our patient?” • Hear the voice of the patients • Understand and prioritize the perspective of the patients and
families we serve. • Reduce patient and harm and suffering • Improve care coordination • Improve understanding and compliance • Keep patients safe • Listening and explaining….it’s a two way street • Listening and explaining….it’s the cornerstone
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What is it?
• A partnership comprised of patients, families, clinicians, staff and administrators
• Serves as the voice of patient and family members • Works together to deliver the highest quality care
possible • Provides shared expertise
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Why do this?
• Improve the patient experience • Improve staff and physician satisfaction • Improve safety and quality • It’s the right thing to do
“Patients are the most under-utilized resource, and they
have the most at stake. They want to be involved and they can be involved. Their participation will lead to better outcomes at lower costs with dramatically higher patient/family/staff satisfaction”
Charles Safran, MD, Harvard
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Key to Success: Leadership Commitment
• Executive Sponsor – Chief Medical Officer • Chief Nurse Executives • Operation Leaders • JMH Board • Medical Staff • Nursing Staff • Ancillary Staff
Our Advisors
Joan Maxwell Patient & Family Advisor
Ben-David Barr Lee Erwin Jennifer Nowak
James Corr Joan Maxwell
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1st Inaugural Meeting – 4/30/2015
We meet monthly
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Projects/Presentations
• WC Nursing Retreat • Glidepath to High Reliability • Nursing Units • Magnet Redesignation Survey – Community Session • JMH Board • Leadership Meetings • Medical Executive Committee Retreat • Emergency Room Patient Itinerary • JMH Identification Badge Re-design • JMH Website Feedback
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JMH Committee Appointments
• Safety & Performance Improvement – Hospital • Quality Improvement Committee – Ambulatory • Medical Residency Family Practice Advisory Council
Welcome to John Muir Health