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  • Hospital Impact - Create exceptional healthcare with deep meaning, intent
    brought together so many from around the nation and even the world towards a shared vision a shared purpose a shared time of healing On this tragic day s anniversary we are utilizing it as a day of healing and advancing our optimal healing efforts We never lose sight of our core values safety and care for our patients and families We are mindful to all aspects of the patient experience as well as our fiduciary obligations This can only happen with everyone s engagement and commitment to who we are and what we stand for as an organization Brian one of my other colleagues shared that if people want to work for a soda company then they should drink that soda and stand behind the product If people work in healthcare and our organization then culturally they should feel connected with our strong commitment to a well balanced person centered healing environment Many people want to come to work check in do their job and check out That will bring us to good Getting to exceptional is tiring but much more rewarding We constantly strive to get a higher percentage committed to this mindset As August pointed out we have 1 000 people who volunteer their time That is a true reflection of commitment With our volunteers and about 1 500 employees and physicians it s amazing to see the work and culture we create when a higher percentage of the team is committed to the shared vision and purpose We are intentionally creating an environment for people to heal and thrive The Bedscapes 7 0 provides one more tangible example of helping our caregivers and families connect with our patients and even each other See over the years I have heard people say we keep taking caregivers away from the bedside Unfortunately many have forgotten the art of just talking to patients as people not just seeing them as a patient The Bedscapes 7 0 design and complimenting music help foster a dialogue to just talk with one another and get back to the core of why we are in healthcare to help others heal My grandfather had a brain tumor years ago and I remember staring at him wondering what to say Jenny my wife finally turned to me and said talk to him like he s your grandfather So obvious and yet I needed that encouragement and simple reminder Who pushes you to be exceptional Who pushes you to create something deeper and more meaningful For me our journey is always meaningful although many times not comfortable What a dinner thanks to Yosaif Wendy Joany Brian Nancy and Johnny boy for pushing us to the next level as a learning environment 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

    Original URL path: http://www.hospitalimpact.org/index.php/2013/09/11/create_exceptional_healthcare_with_engag (2016-02-10)
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  • Hospital Impact - Don't forget each worker makes a difference in hospital results
    she takes care of cardiac and many other patients And as with all patients she starts with a big smile which she said is contagious She is always very nice and thoroughly cleans the room Dannette s leading indicator or daily focus She felt the warm greeting and check in at the end were two things she does every day to ensure she impacts our organizational goals And she was right After only one month on that patient floor the patient scores skyrocketed in room cleanliness and courtesy of housekeeping staff It s amazing what we find out when we just ask our team for the answers Usually employees know they are valuable to an organization It is still key to let them know that is truly the case My son has one of those daily quote calendars The calendar from the All Things D website included a quote that seemed fitting to the request above My model for business is the Beatles They were four guys who kept each other s negative tendencies in check They balanced each other and the total was greater than the sum of their parts And that s how I see business You know great things in business are never done by one person They re done by a team of people 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

    Original URL path: http://www.hospitalimpact.org/index.php/2013/08/05/each_hospital_worker_makes_a_difference (2016-02-10)
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  • Hospital Impact - Balancing life: Reduce fatigue and burnout
    fun treats Participating in too many non valued activities Spending too little time with family and friends Exercising too little Exercising too much Of course this starts with our own self awareness and ensuring we manage ourselves The balance is not easy and it starts with our own assessment Life is a balance What specifically are you doing to ensure you address your top priorities and reduce or minimize chance for fatigue and burnout How are you helping your healthcare colleagues do the same I look forward to hearing from you so we can continue to share better practices and take care of ourselves and our colleagues In turn our patients and communities all benefit We are always training for life 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 response to violence Superbug linked scopes Feds failed to act on earlier outbreak 8 developing healthcare trends Hottest Products Compare Top Solutions in Hospital Management Electronic Medical Billing Software Healthcare Revenue Cycle Management Practice Management Software Clinical Information Systems CIS Clinical Data Repository Software CDR Medical Billing And Coding

    Original URL path: http://www.hospitalimpact.org/index.php/2013/05/28/title_102 (2016-02-10)
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  • Hospital Impact - Remembering your healthcare passion
    I get to pay my bills provide for my family and spend quality time with friends As for the time he is on shift he said he really enjoys the interaction with customers There was so doubt he was sincere And years ago Alan Maz Maslan a college friend of mine discussed what he shared with his workforce to keep them inspired He said Whether you are here by choice or necessity you are here and I am glad you are here Today you will go into people s homes and see them at a very nerve wracking time in their life You enter the house when they have fear and disgust and only you can get things better in this situation While they may wish they do not need your services they are always glad to see you and know things will be better when you leave Maz worked in the pest control business What do you do to refresh and remember why you went into the healthcare field and how do you tap into what keeps you inspired Take that same inspiration and share it with your colleagues and those you care for on a daily basis 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

    Original URL path: http://www.hospitalimpact.org/index.php/2013/05/02/remembering_your_healthcare_passion (2016-02-10)
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  • Hospital Impact
    vacation getaway Recently our healthcare leadership team completed the Right People Right Roles 360 Leadership Behavioral Assessment It is designed with coaching in mind with each leader developing a coaching plan specific to their focus areas Personally I m a big advocate of coaching plans and continuous leadership improvement They can greatly impact leaders Read more Leave a comment Creating optimal healing environments Connectivity January 30th 2013 by Scott Kashman Connectivity is the key to our culture as well as intentionally achieving our business objectives At my organization it certainly supports our effort as an optimal healing environment OHE following the framework of the Samueli Institute The focus is on a person centered approach As individuals find deeper meaning and deeper purpose in their work our patients and families benefit greatly Frankly we all do Read more Leave a comment Investing in your healthcare workers health January 1st 2013 by Scott Kashman What if I told you I d guarantee you 5 percent on your investment How about 10 percent Would this interest you So here s the catch you are investing in your own health I m working with one of our physicians to explore an interesting concept improving population health We are looking to directly share healthcare cost savings with participating employees Let me know what you think These small successes should lead us to real sustainable improvement in our own and our community s health Read more Leave a comment Keeping up with changes in healthcare October 3rd 2012 by Scott Kashman Recently I presented to a community group regarding health reform I have been in healthcare since 1988 In 1990 while working in California as a psychiatric counselor I noticed a sign went up on the storage closet that read Managed Care Office The former front desk receptionist was now the new managed care coordinator She met with me and told me my patient needed to be discharged in three days Prior to that day my patient was expected to stay another couple of months Instead of counseling the patient I was told to speak to the physician to seek more aggressive forms of treatment including medication and even shock therapy if necessary She told me the insurance would no longer cover this patient s stay It seemed health reform was already well underway Read more Leave a comment Previous Page Next Page 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 response to violence Superbug linked scopes Feds failed

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=scott%20kashman&page=1&disp=posts&paged=6 (2016-02-10)
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  • Hospital Impact - Patient experience goes beyond provider walls
    two items One was an article on the rise of retail clinics and how some hospitals are now looking at them as partners for their overflow care The other item was a video interview with Scripps Health s Eric Topol M D who said a world where hospitals only exist for intensive care surgery and other procedures is closer than we think The need for chief experience officers in my opinion is now more urgent than ever If you buy the roles I put forth you first realize that as accountable care organizations develop and providers partner to deliver care there must be a cultural and value fit between them And let s face it Most systems own a lot of the continuum so this discussion may be limited to say nursing homes and maybe assisted living partners the pieces by and large not typically owned But taking it further you now must integrate durable medical equipment device manufacturers telehealth providers skilled home health and the thousands of mom and pop custodial care providers into the mix After all it will be the certified nursing assistants who will be trained and tasked with telemonitoring supported by physicians on the back end And with WalMart s aggressive stance to enter primary care well the continuum is indeed blurring That is why perhaps in the short term ACOs need a CXO to bridge the continuum But there is more at play here Moving care into other settings and the home is really starting to look at care holistically and certainly beyond the clinical That gets into the life basics Food shelter heat social support and happiness in short it is about a person centered environment Not our job Well what is our ultimate job If it is health in all its manifestations than we need to see the big picture and connect the dots And that s bigger than population health For the most part I have seen and rightly so physician CXOs I don t have the new job description for this expanded role just yet but it seems you need a Steve Jobs type of person in it I suggested as much in this blog post We need people with vision who can connect the dots and imagine solutions that people don t know they need yet And we are running out of time Baby boomer CEOs are retiring en masse and few organizations have secession plans in place It is in that void where the possibility of Topol s extinction principle could come true 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

    Original URL path: http://www.hospitalimpact.org/index.php/2013/08/14/taking_patient_experience_beyond_provide (2016-02-10)
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  • Hospital Impact - 4 core behaviors for patient experience success
    taking an interest in their grades for example Even in a 50 000 employee organization directors and managers can do the same After all this franchise owner has 78 direct employees How many direct reports do you have When he truly takes an interest he gains loyalty from a workforce that truly wants to help him succeed He constantly communicates and demonstrates his vision Just like Cleveland Clinic CEO Toby Cosgrove M D never misses a chance to talk about or demonstrate his commitment to patient experience our chicken man never misses a chance to walk the talk Each franchise is independently owned and he puts his own stamp on his store And it s not about selling chicken It s about creating great experiences He is on the floor and involved He sets high expectations Not much to say here except to mention his take on business and the setting of expectations we aim too low and don t expect enough Set the bar higher He focuses on the core four Rogers asks his employees to follow the core four and makes some of his hiring decisions based on how prospects do or don t incorporate them during the interview process 1 Assess the mood 2 Make eye contact 3 Smile 4 Maintain the relationship In other words be mindful of the person the entire time they are there As a customer think patient walks in the door assess his her mood Prepare your approach accordingly Check in with them and stay connected until they leave the store These sound like simple things yet it took two years for him to drill down some of these basics And guess what Chick fil a vetted him for five years before they allowed him to buy the franchise How often do we get that right with the 16 percent CEO turnover in the hospital industry People often ask me about innovation in healthcare and patient experience Sure I can talk about some of the best practices inside and outside of the industry and make my own predictions But you know what I think innovation might just come from simplification Throw out the scripts and role playing Concentrate on a few core behaviors Empower your employees to make them their own Use the core four 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 unit to improve outcomes through innovation 4 ways

    Original URL path: http://www.hospitalimpact.org/index.php/2013/09/30/4_core_behaviors_for_patient_experience (2016-02-10)
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  • Hospital Impact - The state of patient experience: Gains and losses
    patient safety cost reduction electronic medical records and the usual laundry list While patient experience is a top priority fewer organizations established it as a formal mandate this year almost as if to say yes of course this is our number one priority but get around to it as best you can But more organizations have adopted a formal definition and structure for patient experience than previously so they are laying the groundwork However the commitment does not seem to have full support when you consider the following A committee 26 percent and then a CXO 22 percent have primary responsibility and direct accountability for patient experience Only 23 percent of organizations have a person allocated 100 percent of the time to these efforts Little staff supports them So again this is the number one stated priority though it seems the commitment by leadership falls short And I have been well documented in my thoughts about committee rule In fact one of Beryl s white papers documents the importance and positive results of having a definitive leader at the top of the organization leading patient experience efforts I also have been on record about chasing scores versus addressing systemic issues in patient experience I believe in the latter the industry mostly the former In terms of importance on a scale of one to six with one the most important the report shows the most important driver toward providing a great experience is HCAHPS Hospital Consumer Assessment of Healthcare Providers and Systems survey scores And organizations act in kind with key components of programs such as sharing patient satisfaction experience scores and special initiative s to improve HCAHPS domains These were ranked number one and number five respectively out of 25 criterion HCAHPS scores are the number one metric used to measure success followed by patient surveys and discharge calls Granted we need to start somewhere in terms of what we measure ourselves against so we know how and what to improve HCAHPS is it at the moment For me the issue presents mixed messages Hospitals are laying great intentions and foundations Yet resources do not match up And that is perhaps why those surveyed are not as optimistic With no definitive leader or rule by committee well the job will not get done We know how slowly healthcare moves And just as we get patient experience right inside the building poof things move outside As the report notes support from senior leadership continues to be the biggest driving force in supporting patient experience efforts and distracted leadership now the biggest roadblock It would seem now is the time to walk the talk 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

    Original URL path: http://www.hospitalimpact.org/index.php/2013/09/11/the_state_of_patient_experience_gains_an (2016-02-10)
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