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In this slideshow, Eva Zeuthen Bentsen, Chief Executive, Gentofte Hospital, Denmark, outlines her approach to increasing productivity and efficiency, and the culture in which these improvements can thrive. Eva Zeuthen Bentsen presented at How can hospitals do more with less? in October 2012.
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October 17 2012 How can hospitals do more with less, The Nuffield Trust
Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, CEO Copenhagen University Hospital Gentofte Denmark
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Copenhagen University Hospital Gentofte
• Built in 1927 just north of Copenhagen • One of nine hospitals in the Capital Region • 2,300 employees / 1,750 full time positions • 200,000 out-patients • 17,000 in-patients • 135,000,000 £ annual budget
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
What is efficiency? • Obviously; high productivity related to cost
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
A broader perspective on efficiency • Productivity – costs related to outcome in quantity • Health - costs related to outcome in health • Satisfaction – costs related to patient satisfaction • Employee perspective – costs related to job satisfaction
Productivity
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Productivity in the Danish hospital sector
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Gentofte Hospital - productivity growth
Health
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Health - adverse events Adverse events by severity
No harm mild moderate severe fatal
3rd quarter 2011 4th quarter 2011 1st quarter 2012
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Health – mortality rates HSMR - Hospital standardized mortality rates:
Percentage of actual deaths compared to expected deaths
2007: 102%
2012: 91%
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Managing health • Management by data
• Management structure • Bimonthly status meeting • Comprehensive quality organization • Departmental and regional contracts
• Examples of data sources
• National indicator project • Inspection reports • Management information reports • Quality monitoring reports
Satisfaction
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Satisfaction • Annual countrywide patient satisfaction study
2006:
Lowest ranking nationwide
2011:
Highest ranking in the Capital Region
In-patients Out-patients
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Managing satisfaction
• Change of culture
• Patient complaints
• Waiting time
• Call center response time / opening hours
• Communication – e.g. change of department names
• Post treatment follow-up
• Food quality, duvets and pillows, etc.
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Managing satisfaction
• Change of culture
• Patient complaints
• Waiting time
• Call center response time / opening hours
• Communication – e.g. change of department names
• Post treatment follow-up
• Food quality, duvets and pillows, etc.
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Employee perspective
0,00
10,00
20,00
30,00
40,00
50,00
60,00
2009 2010 2011
Frederiksberg HospitalGentofte HospitalGlostrup HospitalHelsingør HospitalHerlev HospitalHvidovre HospitalRigshospitaletCapital Region total
Employee perspective – accident frequency Frequency rates for seven somatic hospitals in the Capital Region (accidents per one million work hours)
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Employee perspective - job satisfaction survey
Survey every three years covering 40,000 regional employees
Topics: Influence, management, work-life balance, and more
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Employee perspective - sickness absence
Gentofte Hospital
Capital Region
3%
4%
5%
6%
2008 2009 2010 2011 - 2012
Eva Zeuthen Bentsen, Gentofte Hospital
Increasing hospital efficiency in Denmark
Managing employee satisfaction
• Competency development funds • Post graduate educational programmes • Strong clinical research environment • Working conditions • 6 – 3 – 6 interviews • Employee deals and discounts
• E.g. social gatherings, take-away family meals, bike repair, sports clubs, Christmas grants, child care days, six weeks holiday, paid lunch break, pension funds, and more
culture It’s the economy, stupid.
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