(From the April 2013 issue of Inside Nationwide Children's)
Our leaders take stock of the strategic plan
Recently, Nationwide Children’s CEO Dr. Steve Allen, Chief Operating Officer Rick Miller, Chief Medical Officer Dr. Rich Brilli, Chief Nursing Officer Linda Stoverock, Vice President of Human Resources Jose Balderrama and moderator and Chief Marketing Officer Donna Teach joined the monthly Management Committee meeting to update managers on our strategic plan progress, particularly Quality, Safety and Service. So how have we been doing? Here’s what they had to say.
Dr. Allen, has the current strategic plan been successful?
Yes. Thanks to the tireless work and world-class talent of Nationwide Children’s employees and medical staff, along with strong community support, the hospital has achieved great success under the current strategic plan: completing the 2012 master facilities expansion; growing our clinical and research programs; receiving prestigious national rankings as a top children’s hospital; and making remarkable progress toward our goal of zero preventable harm through the Zero Hero initiative.
And while this is officially the 2010-2014 strategic plan, we’ve made so much progress that it is already time to look at what we want to accomplish next. Work is underway on the next strategic plan with multiple teams working on different aspects. You’ll be hearing more about it as we complete that work this summer.
Dr. Brilli, the quality and safety initiative is a large part of the strategic plan. How successful has Zero Hero been? We’ve made great progress over the last four years and we have a lot to be proud of. We’ve achieved a greater than 50 percent reduction in harm events and more than an 85 percent reduction in Serious Safety Events. Nationwide Children’s was the first pediatric organization anywhere to talk about driving toward zero harm and develop the Preventable Harm Index, which is now used nationwide. This year, we’ll be highlighting Zero Hero Zones on our Preventable Harm Index to help identify the areas where we are achieving zero harm. We may not see zeros across the entire Index at the end of 2013, but we hope to see many zeros in multiple categories. In the next phase of Zero Hero, we will be focusing on improving employee safety and reducing employee injuries.
Rick, can you tell us more about the employee safety initiative?
We’ve learned that one employee is injured on the job at Nationwide Children’s every other day. Thankfully, most of these injuries are minor, but in 2012, on-the-job injuries added up to the loss of 846 work days. This year the hospital is launching an employee safety initiative which will focus on reducing employee harm. Look for more information on employee safety efforts in the coming months.
Linda, customer service is a key part of our Strategic Plan. How are we doing in this area?
Our new facility helps us care for patients using state-of-the-art technology. But our patients still need us to strive to meet their needs with unsurpassed service. Our goal is to address patient and family concerns before they escalate to grievances, or written complaints. Using zero hero tools like three-way communication and stopping and resolving problems as they come up, will go a long way to help us meet the needs of our patient families. Our rounding needs to consistently look for three things: safety, service and employee opportunities to provide feedback and make system improvements.
Jose, last summer most employees took part in the employee satisfaction survey. Can you tell us what’s being done with those results?
Yes, 70 percent of hospital employees participated in the employee satisfaction survey, measuring employee engagement. Overall, our employees are proud to work at Nationwide Children’s. The survey showed the hospital’s strengths include employee benefits, quality efforts, customer service and concern for our patients. Employees alsotold us we had a few opportunities to improve, including pay, staffing and various management issues. As part of the hospital’s action plan, the hospital has already made some changes related to staffing and hired consultants to review our compensation plan. Your manager will share your area’s individual results with your team, if they haven’t already.
Looking for more? Watch for the May issue of Inside Nationwide Children’s for more information about the 2010-2014 Strategic Plan successes.