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  • Hospital Impact - How to build momentum in healthcare
    our expected results our caring spirit and evidence based interventions My Leadership Cape Coral colleague Andrew Lampkins handed me the gift of John Maxwell s book The 21 Irrefutable Laws of Leadership I especially enjoyed the chapter on momentum My organization is fortunate to have some very positive momentum But this does not make everything easier It does however make it easier to expect only those who intentionally create an optimistic caring and healing environment to be part of our team and the positive momentum As I say to my kids I m a busy guy and don t have time to spend with bullies and constant naysayers my kids are young so it was a discussion on staying away from bullies Looking back my message to last year s leadership class would have been to stay true to why you entered this field remember and keep that passion and keep the momentum going As leaders we own that role How do you build and keep momentum in your organization Scott Kashman serves as the Chief Administrative Officer of Cape Coral Hospital part of the Lee Memorial Health System in southwest Florida Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on Massachusetts bill to improve

    Original URL path: http://www.hospitalimpact.org/index.php/2013/11/12/title_114 (2016-02-10)
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  • Hospital Impact
    environment August was here to celebrate our Women s Care Birthing Suites 25th anniversary He developed an updated model with recycled soda bottles and utilized local pictures taken by Jenny one of our social workers We call it Bedscapes 7 0 It is has a stronger meaning and intent than just a design and music What made this dinner interesting were the group s seriousness playfulness and connectivity While we all know each other at varying levels it was amazing to see the strong bond and energy this group had collectively We had three nurses a life coach a musician and a hospital administrator around the table Read more Leave a comment Don t forget each worker makes a difference in hospital results August 5th 2013 by Scott Kashman A few weeks ago one of my colleagues suggested we ask each department managers to speak to their teams and understand their lagging and leading indicators Specifically what is one thing each person does every day to improve our overall results Last week I worked with one of the great ones Dannette is part of our housekeeping team and she put me to work While she said she would not make me clean the toilets I told her to definitely make me clean the toilets as that s the first thing people will want to ensure she made me do It quickly became apparent Dannette had a lot of oversight to provide while working with me Between mopping cleaning toilets wiping down the room and pulling trash Dannette made sure I greeted each patient with a smile asked if there was anything specific they wanted moved or cleaned and of course performed one more check in with the patient before we left the room Read more Leave a comment Balancing life Reduce fatigue and burnout May 28th 2013 by Scott Kashman Ever feel fatigue or burnout Do you know anyone else who has felt the same What do you do to help offset or reduce these feelings How do you help your colleagues do so What triggers this or should I ask what doesn t trigger this Read more Leave a comment Remembering your healthcare passion May 2nd 2013 by Scott Kashman Yesterday afternoon we celebrated one of our nurses who received recognition among her peers With National Nurses Week next week Happy Nurses Week this was the beginning of our celebration As our system chief nursing officer detailed why this particular nurse was receiving recognition our award winning nurse started to realize she was the one being honored Nicole the nurse being recognized started to tear up even before her name was announced Of course there were not too many dry eyes mine included when you saw the impact this recognition meant to her She indicated she was having a really difficult day and this honor could not have come at a better time She stated it reminded her why she went into this profession I have talked about this

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=scott%20kashman&page=1&disp=posts&paged=5 (2016-02-10)
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  • Hospital Impact - The staff experience: Employees have human needs too
    third of all healthcare workers are actively engaged and only 27 percent of registered nurses are actively engaged compared with 37 percent of all employed people in the U K The report says that while leadership seems to be committed to employees staff surveys do not fully reflect it Only 55 percent would recommend their organization as a place to work And while 74 percent say they can make improvement suggestions only 26 percent say senior managers act on it A quarter of physicians and a third of nurses say they have felt excessive pressure to behave in ways counter to patient care Now to the human experience The report finds staff health and well being are an important antecedent of patient care performance Other findings include Presenteeism where staff feels pressure to attend work even though they are unwell affects patient care Patient satisfaction rates were consistently higher in NHS trusts with better rates of staff health and well being as measured by injury rates stress levels job satisfaction and turnover intention Approximately 30 percent of sickness absence in the NHS is due to stress and employers spend up to 10 percent of their budget managing the direct and indirect consequences of it It s the human experience We can t expect staff to do more without addressing their own human needs and understanding their lives beyond the workplace Here are a couple of telling quotes from the report Culture is influenced by the word actions and behaviors of those at the top of the organization But it cannot be shaped in a formal linear and controlled way It is just as much shaped by the gossip the anecdotes the jokes that people share and by a variety of people who are influential by virtue of their relationships with others rather than their formal position in the hierarchy And this one Raising issues about poor care or bullying is intimidating We need to simplify the processes and get back to the basics of common sense and common courtesy It takes more than the CEO saying the right things to change a blame culture Leaders need to be more in tune with the internal word of mouth not reflected in surveys When we start looking at the human experience of everyone we will be better able to both empathize and make the changes that will reinvigorate staff in these times of great change Common sense and common courtesy words to live by Anthony Cirillo FACHE ABC is president of Fast Forward Consulting which specializes in experience management and strategic marketing for healthcare facilities He also is the expert guide in Assisted Living for About com Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals

    Original URL path: http://www.hospitalimpact.org/index.php/2014/03/04/the_staff_experience_employees_have_huma (2016-02-10)
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  • Hospital Impact - Shortsighted financial decisions damage patient experience
    end result my sister in pain Penny wise Pound foolish I am seeing more and more healthcare decisions made solely as a shortsighted financial consideration Only recently we lost a bid for patient experience work Did we cost more Yes Did we offer incredible value for the cost Yes We even had a major clinical leader in patient experience as a partner Yet the decision makers were more concerned about putting us into a matrix to boil down the decision by the leadership team to a financial one They even went as far as telling us our proposal and those of our competition would be read by only two of the 16 decision making members Exasperating and shortsighted and here s why Attention to patient experience has rewards beyond HCAHPS scores and the finances associated with it For example Press Ganey recently released information showing a direct correlation between better experience scores and fewer readmissions That impacts 280 million in readmission payments Pearson and Porath in their book The Cost of Bad Behavior How Incivility Is Damaging Your Business and What to Do About It report the impact of negative behaviors and poor communication among team members to one organization with 10 000 employees is 71 000 000 Patient experience indirectly drives profits J D Power reports hospitals scoring in the top quartile in satisfaction had more than two times the margin of those at the bottom Another study of 51 hospitals found that approximately 30 percent of the variance in hospital profitability can be attributed to patient perceptions of the quality of care As a colleague of mine told me hospitals want quick and cheap fixes to improve their scores and the reality is cultural change takes time and money and hardwiring of tactics I m reminded of a great scene in the movie Christmas Vacation when Clark s boss explained to his wife why he did not give financial bonuses that year He said what looked good on paper was not so good when you see how it affects the little people Sitting here as a little person and often a helpless one at that I wish in this New Year that administrators would look beyond the initial financial implications of their decisions and instead consider that what might cost you more initially will reap incredible benefits down the line not only financially but also in brand value and word of mouth After all as I said in Hospital Impact last month the experience of care is the marketing Anthony Cirillo FACHE ABC is president of Fast Forward Consulting which specializes in experience management and strategic marketing for healthcare facilities He also is the expert guide in Assisted Living for About com Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House

    Original URL path: http://www.hospitalimpact.org/index.php/2014/01/14/shortsighted_financial_decisions_damage (2016-02-10)
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  • Hospital Impact - Don't forget caregivers in person-centered care
    and call of mom Now make no mistake my sister s cigarette smoking directly caused her aggressive lung cancer and ultimate death But I am sure the stress of her caregiving played a role in her ability to combat the disease And that is where the healthcare industry comes in In our quest to move from patient centered to person centered care the industry is starting to realize the place of care no longer matters most It is about choice dignity and respect in all settings Lost in the shuffle is the care for the caregiver I recently had a fascinating conversation with Rajiv Mehta He has built the caregiving app Unfrazzle which helps the caregivers both take better care of themselves as well as the ones they care for Mehta told me that when he speaks to healthcare organizations they only seem to be interested in the family caregiver as it pertains to what they can do for the patient and less concerned with the overall welfare of the caregivers themselves This is a powerful point And it is a powerful opportunity Providers already are seeing the burden of caregiving Family caregivers who work full time say they suffer from poorer physical health than their non caregiving counterparts Sixteen percent of caregivers working full time have a physical health index PHI score of 77 4 percent which is significantly lower than 83 0 percent for non caregivers findings based on Gallup Healthways Well Being Index That in turn impacts productivity absenteeism and retention ReAct is a coalition of corporations and organizations dedicated to addressing the challenges faced by employee caregivers and reducing the impact on employers Progressive providers might want to check them out Moving outside of the organization it also behooves providers to pay more attention to family caregivers and offer them resources and help It is a simple equation A family caregiver with a better quality of life is going to be better able to care for his or her loved one your patient And guess what When they can better care for that person their health will improve And they will stay out of the hospital and reduce those dreaded readmissions Caregivers often predecease the one for whom they care My sister did But it doesn t have to be that way if we start to care for the caregiver It makes perfect marketing and business sense too When you care for the caregivers and the people they care for you will improve their quality of life Inevitably they may need some type of care Where will they think of going for that care The same healthcare organization that helped them enjoy a good quality of life As care moves outside provider walls so too should hospital leaders vision of what it means to offer truly person centered care and experiences It s the human experience after all that we need to impact to make a difference Anthony Cirillo FACHE ABC is president of Fast Forward

    Original URL path: http://www.hospitalimpact.org/index.php/2014/02/17/caregivers_person_centered_care_patient (2016-02-10)
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  • Hospital Impact - The hospital experience is the marketing
    be a further understanding that the experience of care is not only the clinical experience The experience after people are discharged also impacts marketing The health systems in North Carolina were beaten up in the press last year because of their somewhat questionable collection practices to the point where people s wages were being garnished liens put on homes and estates and lawsuits filed galore In Connance s latest research around the payment experience 25 percent of patients give billing processes a top score of five out of five 59 percent rate billing processes three or less Of the former 81 percent would recommend the facility Of the latter only 8 percent would recommend And interestingly over time a former patient s positive perception of the hospital wanes If the billing process is bad six months down the line the person will not be as satisfied as when they reported on discharge How many marketers worry about their billing processes and their impact on the brand Few I am sure And with increasing demand for payment up front this issue will only worsen See experiences impact everything recruitment retention referrals revenue margins and quality Press Ganey analyzed hospitals readmission penalty data in the context of their HCAHPS scores to determine if performance on the two pay for performance programs were linked They were As hospital performance on HCAHPS increased readmission penalties decreased Very low HCAHPS performance was associated with much higher than average readmission penalties and very high HCAHPS performance was associated with much lower than average readmission penalties So it s a bit incestuous Everything is related An action in one area has an impact in many The lowly marketer s job is harder than ever because so much is out of his or her control But what is becoming apparent is the marketer needs to become the chief culture officer in the health system Someone has to connect the dots of experiences as they are related to brand reputation So instead of looking outward with marketing perhaps the marketer needs to look inward deep in the bowels of the hospital helping the billing staff and others to understand that though they are not patient facing they nonetheless affect the experience of the care the delivery on the brand promise and the overall perception and willingness to recommend the hospital in the future Anthony Cirillo FACHE ABC is president of Fast Forward Consulting which specializes in experience management and strategic marketing for healthcare facilities He also is the expert guide in Assisted Living for About com Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St

    Original URL path: http://www.hospitalimpact.org/index.php/2013/12/18/the_hospital_experience_is_the_marketing (2016-02-10)
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  • Hospital Impact - Why it's important to pick healthcare partners carefully
    hammered nursing homes Stealing from residents trusts funds check Abandoning residents entirely check When I advocated we expand the role of the chief experience officer across the continuum these stories are some of the reasons why You want to pick partners who have your values who have exceptional quality and who provide an experience that matches what you provide That means just like families of long term care residents you have to peel back the wallpaper ignore the bright and shiny objects and chandeliers and vet your partner thoroughly Consider dementia and Alzheimer s So much of the national and international conversation about dementia and Alzheimer s has been about the cure And that squeaky wheel has disproportionately gotten its share of the grease as in attention and funding But we also have to pay attention to the care of the person with the affliction and their family caregivers It is not only about the cure but the care When you start to shift to population health and community wellness the aging crisis will be the first thing that hits you in the face That s why you may want to turn to the Dementia Action Alliance for inspiration as it involves the partnership of three organizations with person centered care at the core of their missions CCAL Advancing Person Centered Living of which I am on the board Eden Alternative and Planetree The alliance will coalesce and connect the voices of people living with dementia their care partners and other advocates to inform key policy research and service providers about the importance and benefits of making person centered care the standard for dementia care in our country The United States is facing unprecedented growth in the number of people living with dementia currently estimated at 5 4 million Americans and growing at an alarming rate as the baby boom generation ages A recent article in the New England Journal of Medicine found dementia costs now exceed those for cancer and heart disease Despite the high expenditures the quality of dementia care in general across the country is subpar So the three groups joined forces to engage in grass root efforts to learn what is most needed and important for dementia care practices public policies and research agendas an approach hospitals should use for strengthening bonds with long term care providers Anthony Cirillo FACHE ABC is president of Fast Forward Consulting which specializes in experience management and strategic marketing for healthcare facilities He also is the expert guide in Assisted Living for About com Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates

    Original URL path: http://www.hospitalimpact.org/index.php/2013/11/06/why_it_s_important_to_pick_healthcare_pa (2016-02-10)
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  • Hospital Impact
    and their experience the quality of their outcomes the safety of their environment the service they are provided must be and should remain central to our healthcare conversation So what is the state of patient experience Read more Leave a comment Patient experience goes beyond provider walls August 14th 2013 by Anthony Cirillo Time to revisit my take on a term I put forth several years ago the chief experience officer CXO On my first go around it was simple enough I was a marketer One of the biggest marketing tools you have is word of mouth And word of mouth comes down to the experience of care Therefore if it is that important shouldn t we have a CXO Evidently the Cleveland Clinic thought so On my second go around I actually filled out roles for this position chief context setter chief healing officer chief promise keeper So here is the third go around which gets to where healthcare in general is moving out of the provider setting Read more Leave a comment Improving patient experience Lessons from an envelope company July 24th 2013 by Anthony Cirillo Physicians are suffering from a bad rap these days Recently a FierceHealthcare article reported a study by Danielle Ofri M D Ph D an associate professor of medicine at NYU School of Medicine which found empathy and moral reasoning begin to erode during the third year of medical school with students daily witnessing both patients and doctors experience fear anger grief and humiliation At the same time JAMA took on the topic of physician communication In one study Amina White M D and Marion Danis M D of the National Institutes of Health in Bethesda Md wrote the presence of a computer in the examination room and the pressure to document the visit in the electronic health record EHR are often perceived as adversely affecting the patient physician interaction They suggested using the EHR as a relational tool for improving individual and population based health outcomes In a JAMA editorial Abigail Zuger M D of St Luke s Roosevelt Hospital Center in New York commented about changes in physicians speaking and writing habits that will be necessary to accommodate new models of practice Read more Leave a comment Doctor patient relationship A meaningful marriage June 5th 2013 by Anthony Cirillo I recently returned from a trip to Ireland where we visited my wife s cousin Father Sean a Catholic priest in Northern Ireland He is a great soul with a wonderful sense of humor During the course of our many conversations we asked him how he spent most of his time His answer hatchin matchin dispatchin Hatchin meant the sacrament of Baptism for newborns Matchin meant the sacrament of Matrimony And dispatchin alluded to the funerals he performs Of course that got me thinking about patient experience Really you say Read more Leave a comment Previous Page Next Page Enter your search terms Submit search form Web www hospitalimpact org Get Hospital

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=anthony%20cirillo&page=1&disp=posts&paged=5 (2016-02-10)
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