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  • Hospital Impact - Quality defined by patient experience
    return within a month The authors recommended hospitals that wish to improve their clinical performance focus on improving the interactions between patients and hospital staff To me a great last impression is not only good for HCAHPS scores That last impression usually involves discharge planning and when you get it right through education and communication patients will follow the instructions and not end up back in the hospital That is why companies that offer innovative patient education are great adjuncts to clinical care at hospitals More evidence A recent HealthGrades report showed modest gains in patient satisfaction based on data from 3 800 hospitals measured between April 2009 and March 2010 It noted that 81 percent of patients said they were most satisfied at the time of hospital discharge because they received instructions So then add this wrinkle A study in the Journal of General Internal Medicine found that 41 percent of inpatients desired a discussion of religion spirituality R S concerns while hospitalized but only half of those reported having such a discussion Overall 32 percent of inpatients reported having a discussion of their R S concerns Religious patients and those experiencing more severe pain were both more likely to desire and to have discussions of spiritual concerns What s more patients who had discussions of R S concerns were more likely to rate their care at the highest level on four different measures of patient satisfaction regardless of whether or not they had desired such a discussion These data suggest that many more inpatients desire conversations about R S than have them Healthcare professionals might improve patients overall experience with being hospitalized as well as patient satisfaction by addressing this unmet patient need Yet pastoral care is sometimes the first to get booted should there be budget cuts That s why we have a Director of Healing Solutions on our team So there you have it That s more evidence that it really is the total hospital experience that matters So why do we continue to ignore that there are financial implications for poor patient experience Anthony Cirillo FACHE ABC is president of Fast Forward Consulting which specializes in experience management and strategic marketing for healthcare facilities He is also the expert guide in Assisted Living for About com 41 comments 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

    Original URL path: http://www.hospitalimpact.org/index.php/2011/08/02/patient_experience_defines_quality (2016-02-10)
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  • Hospital Impact - Caring CEO: An Oxymoron?
    the Mission to deliver IOM s vision of a 21st century health system healthcare should be Safe Effective Patient centered Timely Effective and Equitable I do believe there are good and bad CEOs but ultimately who hires them The board of directors So some of the dedication or rededication to the mission must come from the very top of the organization A caring CEO is not an oxymoron There are good CEOs bad CEOs and I believe CEOs who have simply lost their way in the chaos confusion and power struggles of healthcare When we work with healthcare organizations we help the C Suite uncover their spirit identity values and beliefs long before we address behaviors and environment We call it Transformation Before Training And that is how healthcare delivery must be approached You cannot bring in mystery shoppers launch the latest customer service initiative map experiences or find gaps until you first re examine the hospital s mission and vision It may sound like fluff but it is a grueling soul searching process in which every single employee touches and shapes the mission and vision Because with that comes buy in And with that comes empowered change 2 Great Care and the Bottom Line Another Oxymoron One word No Here are some real life figures I presented to the Cleveland Clinic that show what a dedication to creating great patient experiences can do for the bottom line 58 percent will always or often pay more for a better customer experience Saving just 8 percent of customers from attrition can add 20 percent to your profits Customer centric companies are 60 percent more profitable and two times as likely to exceed return on shareholder equity A 2 percent increase in customer retention has the same effect on profits as cutting costs 10 percent A 5 percent reduction in customer defection rate can increase profits between 25 and 125 percent The C suite needs to believe in these numbers and therefore invest in patient experience Perhaps value based purchasing and the 30 percent dependency on HCAHPS scores to recoup the Medicare dollars being left at the altar of reform will be the carrot that moves organizations forward But by then thousands more patients will run through systems of care that don t care and more and more healthcare workers will burn out and leave Clearly there is no time like the present Anthony Cirillo FACHE ABC is president of Fast Forward Consulting which specializes in experience management and strategic marketing for healthcare facilities He is also the expert guide in Assisted Living for About com Fast Forward can assist you in making the case for the chief experience officer and work with yours to systemically address patient experience and rededicate organizations to their ultimate mission 6 comments 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

    Original URL path: http://www.hospitalimpact.org/index.php/2011/07/06/caring_ceo_an_oxymoron (2016-02-10)
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  • Hospital Impact
    holds her joints together Anyway in February she took her latest spill Initially she was fine Then she started getting shooting pains up and down her legs which she described as electrical shocks My sister lives nearby mom and one Sunday she called to say she was taking mom to the hospital Well the ED dismissed her essentially treating pain symptoms not root causes Read more 19 comments A successful ACO must have a strong long term care component April 4th 2011 by Anthony Cirillo I perform work on both sides of the house that is I consult with hospitals and also with aging services providers And it occurs to me these separate entities need to start talking to each other Because as hospitals theoretically switch from a sickness to a wellness model and coordinate care throughout the continuum aging services providers will be in some way part of the hospital s accountable care organization So let s start with the obvious one skilled nursing and rehabilitation facilities Hospitals are using these facilities more and more Referral to them and the experience a patient has in them is reflective of the hospital In turn that impacts the hospital s image and marketing So it might be wise to pay attention to news in that industry Read more 11 comments Disconnect between CEOs and marketers should signal a wake up call March 7th 2011 by Anthony Cirillo Recent healthcare surveys have revealed disconnect between healthcare marketers and CEOs An annual survey by HealthLeaders revealed that 48 percent of marketers believe their CEO values them 37 percent say they are highly valued Then flip to the leadership survey where just 27 percent of CEOs have marketing at the executive table I would equate value with a seat at the table so it does not seem that CEOs place high value on marketing Here is an even more telling statistic CEOs were asked how they would fuel financial growth in their organizations Third on the list cited by 45 percent of CEOs was launch a strategic marketing campaign Ah the marketing silver bullet Launch a campaign and everything will be better Read more 2 comments What snow can teach healthcare providers about customer experience February 2nd 2011 by Anthony Cirillo The weather outside was frightful and at Reagan National Airport in Washington D C I was feeling delightful Because despite the 6 10 inches of snow we were boarding our flight for Charlotte Yay Comfortably seated and reading I was happy But then one announcement essentially kicked off anyone who had a connecting flight in Charlotte because they were going to miss it Read more 5 comments 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

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=anthony%20cirillo&page=1&disp=posts&paged=12 (2016-02-10)
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  • Hospital Impact - ACOs: Wolves in sheep's clothing
    cost savings target A percentage of the cost savings below the target will then be shared with the ACOs And according to CMS An ACO will share in savings if program criteria are met but will not incur a payment penalty if savings targets are not achieved Now raise your hand if this rings a bell For those who still have their hand up Correct The Harvard Pilgrim Health Care joint venture arrangements with its contracted PHOs during the time period leading up to Harvard Pilgrim s receivership included a similar methodology Shared savings opportunities with the PHOs with no downside risk to the PHO So what happened The provider organizations quickly realized that the financial incentives were not optimally aligned with working diligently to reduce medical costs with the provider organization s hopes of sharing a percentage of some potential savings Rather the financial incentives were better aligned with the provider organizations continuing to leverage existing and new services centers of excellence expensive procedures technology efficiency improvements focused on boosting productivity and other revenue generating activities aimed at generating productivity based revenues as opposed to working diligently to reduce medical costs while improving efficiency Again you see no downside risk and no requirement or true incentive to significantly change existing PHO business practices This approach was tried did not work in the past and is now being repackaged and tried again as part of the ACO model This is a technical fix based on a flawed model when what we truly need is an adaptive solution It is time for visionary and creative leaders to come together eliminate ego have those challenging conversations break down barriers and focus solely and truly on improving the health of individuals and communities Any fix is not better than no fix The any fix can waste time energy money and other resources and can be dangerous Our communities deserve better Thomas H Dahlborg M S M is executive director of the physician practice True North Health Center where he focuses on improving growth while ensuring access for the uninsured and the elderly He has 21 years of experience creating competitive advantages analyzing customer expectations and developing and implementing focused and aligned strategic deployment plans Formerly he served as the chief business strategy officer at Network Health a comprehensive Medicaid health plan based in Cambridge Mass and was COO of the U S Family Health Plan at Martin s Point Health Care in Portland Maine 2 comments 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

    Original URL path: http://www.hospitalimpact.org/index.php/2010/12/15/p1571 (2016-02-10)
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  • Hospital Impact - How one payer is trying to fight obesity
    Yet it is imperative that we invest in reversing certain health trends that will otherwise overwhelm the system Obesity is an epidemic that plagues the entire nation and here in North Carolina we re particularly affected Nearly two thirds of adults are overweight or obese Read the full guest commentary by Brad Wilson who is president and CEO of Blue Cross and Blue Shield of North Carolina at FierceHealthPayer 3 comments 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 Medical Transcription Services Healthcare EDI Systems Evaluate more than 4 000 products Healthcare Finance news The shifting role of the healthcare CFO From sites to systems Medical malpractice Former HCA chief proposes alternative to current system Price transparency push in Florida Missouri Hospitals continue to be job creating machines Nearly 700 rural hospitals are financially vulnerable How to make a patient payment portal successful Appeals court Hospitals may be classified as urban and rural simultaneously

    Original URL path: http://www.hospitalimpact.org/index.php/2010/12/01/how_one_payer_is_trying_to_fight_obesity (2016-02-10)
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  • Hospital Impact
    everybody agreed with the speaker Read more 1 comment A push for patient specific preventive medicine to fight obesity August 25th 2010 by Thomas Dahlborg It s no secret that Americans are getting fatter and that more Americans can expect to get sick and die from obesity related complications such as heart disease stroke and diabetes But while it is great news that people are universally acknowledging that obesity is a huge health issue the current healthcare system does not position physicians and other practitioners to best leverage their skills wisdom heart and energy to help individual patients understand and address the root causes of their obesity Read more 2 comments Physician reimbursement Where are we going July 15th 2010 by Thomas Dahlborg In the last 20 years there have been many attempts at tweaking the physician reimbursement model with each new idea aiming to avoid making the same mistakes as its predecessor For example in the early 1990s many physicians were reimbursed via a fee for service methodology with a withhold Essentially payers would hold back a percentage of payment in hopes of seeing improved utilization and decreased medical expenses Over time however physicians seemingly planned to have a certain amount of money withheld and the leverage opportunity for the payers was lost A short time later quality based incentive programs became in vogue Eventually those were repackaged as pay for performance P4P programs which ultimately became a more broad based offering Despite all of the aforementioned attempts as well as ones that came afterward however one question remained constant Did any of those methodologies truly serve to help improve health outcomes Read more 32 comments Previous Page Next Page Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=true%20north&page=1&disp=posts&paged=9 (2016-02-10)
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  • Hospital Impact
    2013 by Scott Kashman Do you ever ask yourself this question Do you know who you are and what you are creating in your organization My friend John likes to ask me this quite often It always pushes me to think deeper in a more mindful manner Am I being intentional in my choices clear on the desired outcomes and direct on expectations Is our team doing the same Last evening I met with a few co workers a couple of their spouses and Yosaif August a renowned author who designed Bedscapes a scenic design tied in with music that helps create a more healing 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 Why hospitals should care about the social media soapbox August 14th 2013 by Nancy Cawley Jean Years ago when someone was unhappy about a product or service the response was typically to call a customer service department or write a letter to the editor Of course they also complained to family and friends and that word of mouth bad advertising went a long way Today social media gives people a powerful voice to share their thoughts good or bad about any topic under the sun and be heard like never before One person behind a keyboard or with a smartphone in his or her hand has the potential to be heard by millions of people around the world So with that potential reach it s no wonder that when someone is disgruntled they head to their favorite social media networks to post a complaint a photo or a video showing bad service or poor judgment think Domino s pizza by employees It s the place to go to complain unless of course you re in the business of social media Then you might think twice about it as I recently did Read more Leave a comment Avoid cookbook medicine to put patients first June 19th 2013 by Nancy Peed When Peach Regional Medical Center PRMC was recognized by the Georgia Hospital Association s Partnership for Health and Accountability Core Measures Honor Roll we viewed the award as a testimony to the exemplary patient care our employees provide on a daily basis I am a firm believer that healthcare workers want to do the right thing They are personally concerned with doing what is best for the patient and are motivated to achieve positive

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=nancy&page=1&disp=posts&paged=4 (2016-02-10)
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  • Hospital Impact - The many roles of the healthcare social media manager
    and try to change that outlook Amazingly when people get a personal response to a complaint it does wonders in changing their opinion The Marketing Specialist We all have our marketing plans in place with tools and tactics Social media is just one of them If you re engaging in social media for a hospital then hopefully you are working closely with your marketing team to ensure you re helping to support the overall mission and the marketing priorities of your hospital If you re not it s time to sit down with them The Brand Manager You are the representative of your brand out there in the social sphere What you say and how you say it impacts your overall hospital brand The Health Reporter A big part of being in the social media world is not only to make a good impression of your brand but also to share important health information Breaking news about cancer or diabetes You re sharing it Encouraging people to live a healthier lifestyle You re tweeting it Connecting people with resources that can help them That too is all part of your social content You re acting as a health reporter for your community identifying important stories and sharing information that can impact their health The Spokesperson You are the face of your organization in the social world In that respect you re serving as the spokesperson Your Twitter friends and your Facebook friends are hopefully personally connecting with you and know you by name The Health Advocate You re cheering for people who have made accomplishments in their health You re sharing information to help guide patients through the healthcare world You re providing resources answering questions and directing people to the organizations individuals or websites that can help solve their problems YOU are advocating for their health So social media is not only a fun way to pass the time It s a serious responsibility especially when it comes to healthcare It s one that requires you to wear many different hats all at the same time It s not to be taken lightly But social media IS a great way to connect with people on a personal level and possibly make a real difference in their lives without actually providing medical care I for one am thrilled to have the opportunity to wear all these hats But I m sure I ve forgotten some roles so what other roles do we play Share your thoughts Nancy Cawley Jean is a senior media relations officer for Lifespan She is a communications and media relations specialist focused on national media relations for research at Rhode Island Hospital and its Hasbro Children s Hospital and managing social media for the hospitals within the Lifespan health system 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

    Original URL path: http://www.hospitalimpact.org/index.php/2011/11/09/the_many_roles_of_the_healthcare_social (2016-02-10)
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