Maximizing HCAHPS Scores

CEO SUMMITCEO SUMMIT

MAXIMIZING HCAHPSMAXIMIZING HCAHPSSCORES SCORES

F. Nicholas JacobsF. Nicholas JacobsPresident/CEOPresident/CEO

Windber Medical CenterWindber Medical Center

HCAHPS SurveyHCAHPS Survey

Communications with Nurses 74% - US 73% - WMC 82% - PA Communications with Doctors 76% - US 79% - WMC 88% - PA Responsiveness of hospital staff   61% - US 60% - WMC 75% - PA Cleanliness of hospital environment  67% - US 68% - WMC 82% - PA Discharge information   79% - US 79% - WMC 87% - PA

Windber Medical Center's scores were compared to the State and U.S. Average in several categories.

HCAHPS Survey

Overall rating; WMC in the 9-10 scale;  PA 61% - US 63% - WMC 76%

Willingness to recommend this hospital - Yes-definitely - 

PA 65% - US 67% - WMC 82%

Windber Medical Center's scores were compared to the State and U.S. Average in several categories.

OutcomesOutcomes

Emergency Room Visits Increased 3 X’s Payroll from $7 to $21M Average 3 year growth in net patient rev.

4.8% WMC was 21.58%

Outcomes Outcomes

Average PA operating margin .98% WMC 3.36%

HCAHPS top 10% in the United States 8 of 11 years of profit from operations

($1,000,000)

($500,000)

$0

$500,000

$1,000,000

$1,500,000

$2,000,000

Jun-01Jun-02Jun-03Jun-04Jun-05Jun-06Jun-07Jun-08

Financial PictureFinancial Picture

Windber Medical Center

$508 $532 $532

$26

$493

($9)

$1,475

$1,700

($995)($928)($931)

($1,500)

($1,000)

($500)

$0

$500

$1,000

$1,500

$2,000

1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008

Fiscal years

Do

llars

in t

ho

us

an

ds

10 Year Financial Picture10 Year Financial Picture

*2008 projected

Campus RedesignCampus Redesign

HealthStyles Fitness Center

Institute of Integrative Medicine

Dean Ornish Coronary Artery Disease Reversal Center

Breast Care Center

Senior Citizen Center Attached

Walking Trails

The New Medical CenterThe New Medical Center

Community Fitness CenterCommunity Fitness Center4200 Pop. 1300 Members4200 Pop. 1300 Members

Healing Arts…Healing Arts…Nutrition for the SoulNutrition for the Soul

Improve Image and ServicesImprove Image and Services

Hotel ServicesHotel Services Room Service Fresh Flowers Bread Baking Live music Artwork Fountains Accommodations for loved ones Bathrobes and pajama bottoms

Close to HomeClose to Home

A Healing EnvironmentA Healing Environment

Fresh baked bread, coffee & tea

Wireless Computer hook-ups

Live Music TV-VCR for

instant playback

Specialty SuitesSpecialty Suites

Preventive Health ServicesPreventive Health Services Flu & Pneumonia Shots Primary Care Physician Services Medical Specialties (Podiatry, Internal

Medicine, Occupational Therapy)

CENTER FOR LIFECENTER FOR LIFE

“I shall not leave you comfortless…”

Windber HospiceWindber Hospice

ArchitectureNatural LightPlantsMusicClergy & Psychologists

Design PhilosophyDesign Philosophy

Hospice Patient RoomsHospice Patient Rooms

Breast Care CenterBreast Care Center

Comforting EnvironmentComforting Environment

Employee SatisfactionEmployee Satisfaction

• I believe my compensation is competitive in the local marketplace.

• My work responsibilities are generally clear.

• My job is important to Windber’s success.• I understand what is expected of me on the

job. • I enjoy the type of work I do.

94%

97%

98%98%

98%

State-of-the-Art EquipmentState-of-the-Art Equipment

Employee CommunicationsEmployee Communications

Nick’s Blog Open Door Policy Windber Medical Center Newsletter Pizza with the President Town Hall Meetings Management by wandering around Caught You Caring

Employee Physical Employee Physical WellnessWellness

Osteoporosis Program Smoking Cessation Eat Well for Life Program Strength Training Cardiac Rehab Walking Trails

Employee EmpowermentEmployee Empowerment

25 PTO Days Donation of PTO days On site Baby Sitting Social Welfare Death of an in-law or grandchild 3

days

Employee FitnessEmployee Fitness HealthStyles – Nearly 50% of employees are

members

Open approximately 90 hours per week.

Employee costs approximately $10 per month

Includes classes in kick boxing, aerobics, water aerobics, yoga, tai chi

Disney Training for ALL employees EQ2/Emotional Quotient Training Planetree Training Team

Employee Training & Employee Training & DevelopmentDevelopment

Six Weeks of Ornish LightPersonal Nutrition CounselingHealthy Vending MachinesHealthy Choice Meals

(Fat Free, Vegetarian)

Dr. Dean Ornish Program for Dr. Dean Ornish Program for Reversing Heart DiseaseReversing Heart Disease

Integrative TherapiesIntegrative Therapies Yoga Tai-Chi Reiki Acupuncture Drumming

Music Therapy Massage Therapy Pet Therapy Humor Therapy Aroma Therapy

Employee Emotional HealthEmployee Emotional Health

The GreenhousePlanetree RoomHealing GardensGazebosLive MusicCounselorsClergyThe Swat Team

GreenhouseGreenhouse

Continued Dedication to Continued Dedication to Employee Personal GrowthEmployee Personal Growth

Reimbursement for additional college level credits and degrees

WorkshopsConferencesVideo Teleconferencing

More Employee FUN!!!More Employee FUN!!!

Sundae Parties Subs and Pizza Parties Trips to Pittsburgh Pirates Baseball Tickets to: The Symphony, The Opera,

Theater, Hockey, and lots of DINNERS. Employee Recognition Dinners Hospital Week Cookout BIG HOLIDAY PARTY

We Ask Bullies to RESIGNWe Ask Bullies to RESIGN

Anesthesiology Critical Care Specialists Internal Medicine Physicians Surgeons

In the past 11 years we have asked 11 highly qualified physicians and 37 employees to

LEAVE because they were bullies

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

1998 1999 2000 2001 2002 2003 2004

WMCPeer Group

Source: The Hospital Council of Western PA

Average Length of StayAverage Length of Stay

Hospital-wide Nosocomial Hospital-wide Nosocomial Infection RateInfection Rate

012345

Jan April July Oct Jan 2004-2007

Average rate for 2004-2007 - 0.96

Below 1%

Mortality Comparison by HospitalMortality Comparison by Hospital

0.0

0.2

0.4

0.6

0.8

1.0

1.2

1.4

1.6WMC

Hosp. A

Hosp. B

Hosp. C

Hosp. D

Hosp. E

Hosp. F

Hosp. G

Windber Medical Center had the lowest mortality rate of 0.8% compared to 8 peer hospitals all above

1%

Risk-adjusted index is statistically significant at a confidence level of 95%

RestraintsRestraints

32.45

20

0

5

10

15

20

25

30

35

2007

Average

WMC

Readmission RateReadmission Rate

10.6

8.3

0

2

4

6

8

10

12

2007

Average

WMC

WindberResearch Institute

Department of Defense Walter Reed Army Medical Center University of Pittsburgh Preventive Medicine Research Institute Samueli Institute General Electric Research and

Development Georgetown University Geisinger Health System University of Maryland

Our Strategic Partners…Our Strategic Partners…

How Innovative LeadershipCured Ailing Medical Center

Military-Civilian Endeavor Makes Breast Cancer Strides

J.M. WindberCare Mammography Gown

Breast Cancer Vaccine Shows Promise

Digging for Nuggets of Wisdom

Joyce Murtha Breast Care CenterCollaboration at its Finest

The Largest Data Warehouse In The World?

National AttentionNational Attention

“Close your eyes if you want to see health care in the future. Then open them, and see the extraordinary facility here at Windber. This is the future of health care, it focuses on prevention and research. Keeping people healthy and focusing on end of life.”

DONNA SHALALADONNA SHALALAU.S Secretary of Health & Human ServicesU.S Secretary of Health & Human Services