Eva Zeuthen Bentsen: Driving hospital efficiency in Denmark

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



What is efficiency? • Obviously; high productivity related to cost



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



Productivity in the Danish hospital sector



Gentofte Hospital - productivity growth

Health



Health - adverse events Adverse events by severity

No harm mild moderate severe fatal

3rd quarter 2011 4th quarter 2011 1st quarter 2012



Health – mortality rates HSMR - Hospital standardized mortality rates:

Percentage of actual deaths compared to expected deaths

2007: 102%

2012: 91%



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



Satisfaction • Annual countrywide patient satisfaction study

2006:

Lowest ranking nationwide

2011:

Highest ranking in the Capital Region

In-patients Out-patients



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.



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.



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)



Employee perspective - job satisfaction survey

Survey every three years covering 40,000 regional employees

Topics: Influence, management, work-life balance, and more



Employee perspective - sickness absence

Gentofte Hospital

Capital Region

3%

4%

5%

6%

2008 2009 2010 2011 - 2012



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.

Health & Medicine

Eva Zeuthen Bentsen: Driving hospital efficiency in Denmark