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Innovation in Care Delivery: The Patient Journey
Jeanette Ives Erickson, RN, DNP, FAANSenior Vice President for Patient Care and Chief NurseMassachusetts General HospitalBoston, MA
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Objectives
At the completion of this workshop participants will:
1. Illustrate the impact that innovation units have in making care delivery safe, effective, efficient, timely, equitable and patient- and family-centered.
2. Describe the role of the attending nurse in promoting continuity of care.
3. Identify strategies to promote patient and family involvement in the plan of care.
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Waste in the US Healthcare System: A Story Emerges
JAMA 2012;307:1513-6
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Rising health care costs are a problem
• Per capita health care costs have grown steadily for 40 years
• Unmet need is perpetual
• Expanding health insurance coverage magnifies cost pressures
• The US employer-based health insurance system is a handicap in a global economy
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Per Capita Growth In Health Expenditures Has Increased at 2%
Above Inflation For 40 Years
Source: 2009 presentation by Stuart Altman, PhD titled Growing Healthcare Spending: Can or Should It Be Controlled to Prevent a Health System “Meltdown” ?
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Here’s What Is Happening in Health Care in the US
Michael Porter, Harvard Business School 2011
Here’s Where We Need to Go
Michael Porter, Harvard Business School, 2011
A need to innovate
new ways of being
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Positioning MGH for The Future
Technology Application: Partners E-Care, Outcomes Registries
ThePatientJourney
Direct Patient Care:
ED, Periop, Inpatient
(Innovation Units)
Population Manageme
nt:Reducing the
Trend of Healthcare
Costs, Long-term
Outpatient Care
Patient Affordability For MGH & Payers:
Overhead (Non-Labor
costs)
Care Redesign: Multidisciplina
ry Services, Large Patient
Population, Big $$$
Incentives: Intrinsic and Extrinsic
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Innovating Care at MGH
Innovation Units are tests of change that will help us quickly identify what works and what does not work to improve the quality of care delivered to our patients.
High performing interdisciplinary teams that deliver safe, effective, efficient, timely, equitable care, that is patient- and family-centered
Standardization of processes and care reduces variation and introduces a systematic approach to improving quality and safety in the inpatient setting
Identify and prioritize hazards and opportunities for standardization, then implement evidence based methods to rectify the problem
We are attempting transformational change.We are attempting transformational change.
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Care delivery should always be: patient and family-focused, evidence-based, accountable and autonomous, coordinated and continuous.
It’s important to know the patient.
Inpatient and family care is provided by a designated nurse and physician who are accountable and responsible for continuity of care.
Continuity of the team is a basic precept.
Every novice team member deserves mentoring from an experienced clinician.
Every patient deserves the opportunity to participate in the planning of his/her care.
Advancements in technology create opportunity for improved provider communication and efficiency.
Care should be delivered in the most cost-effective manner.
Guiding Principles
Revised 2013Revised 2013
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Before During Post
Where Are There Opportunities to Reduce Costs Across These Processes of Care?
Admission Process: ED,
Direct Admits,
Transfers
Patient Stay; Direct Patient Care, Tests, Treatments, Procedures,
Clinical Support, Operational Support
Discharge Process
Post Discharge Care
Preadmission Care
Support Functions: Finance, Information Systems, HR
Goal: High-performing interdisciplinary teams that deliver safe, effective, timely, efficient and equitable care that is patient and family centered.
“Patient Journey” Framework
Copyright Partners HealthCare 2011Copyright Partners HealthCare 2011
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Before During After
Admission process: ED, direct admits,
transfers
Patient stay; direct patient care; tests; treatments; procedures;
clinical support; operational support
Discharge process
Post-discharge
care
Pre-admission
care
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Innovations in Care Delivery “Patient Journey” Framework – Initial 15 Interventions
Relationship-based care ♦ The Attending Nurse role ♦ Hand-Over Rounding Checklist
Discharge Planning: -Est. discharge date -Discharge disposition
Welcome Packet (notebook and discharge envelope)
Domains of PracticeDaily Interdisciplinary Team RoundsElectronic Unit WhiteboardsIn-Room WhiteboardsSmart Phones Wireless laptop computers/tabletsBusiness cards Hourly roundingQuiet hours
Discharge -Follow-up Call Program
Goal: High-performing, inter-disciplinary teams that deliver safe, effective, timely, efficient, and equitable care that is patient- and family-centered
Copyright MGH 2012Copyright MGH 2012
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Three Key Areas of Focus and Four Desired Outcomes
Focus1. New Culture through Relationship-Based Care
2. New Role of Attending Nurse; Domains of Practice
3. Standardized Processes Throughput and LOS Reduction Technology Controlling Variation Implementing Evidence-Based Practice
Outcomes1. Patient Satisfaction: care is equitable and patient- and family-focused
2. Clinical Quality: to improve quality and to make care safer
3. Unit Cost Reductions: to make care more cost effective
4. Staff Satisfaction: to remain a great place to practice
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Roll-Out of Innovation Units
• Wave I: 12 Units launched March 10, 2012
Unit Types: General Surgery; Vascular Surgery; General Medicine; Orthopaedics; Oncology; Newborn/Family; Pediatrics; Psychiatry; Neonatal ICU; Cardiac ICU; Surgical ICU
• Wave II: 27 Units launched April 1, 2013
Unit Types: General Medicine; Medical ICU; Cardiac Surgery (ICU and Intermediate); Cardiac Telemetry and Intervention; Orthopaedics; General Surgery; Thoracic Surgery; Gynecology; Oncology; Newborn/Family; Pediatrics; Burns/Plastics; Transplant; Neuroscience (ICU and General); Respiratory Acute Care
• Wave III: 4 Units launched September 24, 2013
Unit Types: General Medicine; Surgical ICU; Short-Stay Unit; Observation Unit
• Wave I: 12 Units launched March 10, 2012
Unit Types: General Surgery; Vascular Surgery; General Medicine; Orthopaedics; Oncology; Newborn/Family; Pediatrics; Psychiatry; Neonatal ICU; Cardiac ICU; Surgical ICU
• Wave II: 27 Units launched April 1, 2013
Unit Types: General Medicine; Medical ICU; Cardiac Surgery (ICU and Intermediate); Cardiac Telemetry and Intervention; Orthopaedics; General Surgery; Thoracic Surgery; Gynecology; Oncology; Newborn/Family; Pediatrics; Burns/Plastics; Transplant; Neuroscience (ICU and General); Respiratory Acute Care
• Wave III: 4 Units launched September 24, 2013
Unit Types: General Medicine; Surgical ICU; Short-Stay Unit; Observation Unit
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Relationship-Based Care improves outcomes:
Enhanced Quality Improved Clinical Safety Increased Patient and
Family Satisfaction Increased Physician and
Staff Satisfaction Greater Efficiency Improved Resource
Management
Intervention: Relationship-Based Care
Relationship-based care is a transformation model and intervention that improves key care provider relationships within an organization:
Relationships with Patients and Families Relationship with Self Relationships with Colleagues
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Relationship-Based Care – Three Key Care Provider Relationships
The relationship between patients and their families and members of the clinical team belongs at the heart of care delivery.
Patient and family as the central focus
Respect and personal concern
Protection of dignity and well-being
Active engagement Intention to connect
The relationship with self is essential to maintaining each individual’s optimum health, for having empathy for the experience of others, and for being a productive member of an organization.
Skills and knowledge to manage stress
Ability to recognize personal needs and values
Willingness to balance work demands with one’s own physical and emotional health and well-being
The delivery of compassionate care requires a commitment by all members of the health care team to accept responsibly for establishing and maintaining healthy interpersonal relationships.
Open and honest communication
Respect Trust Consistent and
visible support
Patients & FamiliesPatients & Families ColleaguesColleaguesSelfSelf
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Intervention: Attending Nurse Role
Responsible Nurse/Attending Nurse
Expand staff nurse role.
Accountable for patient/family continuity and progression along the developed overall plan of care from admission to discharge
Ensures, along with the Attending MD, that patient care meets the unit’s clinical standards and vision of patient- and family-centered care
Develops and revises the patient care goals with the clinical care team daily
Coordinates meetings with clinicians for timely decision making and connects nurses to optimize handoffs across the continuum
Is the primary bedside communicator with the patient and family, discussing plan of the day, care progress, potential discharge, and answers questions/teaches/coaches
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Intervention: Hand-Over Communication
Passing patient-specific
information: From one caregiver to
another From caregiver to patient
and family Transfer of information
from one type of organization to another or to the patient’s home
Goal: To ensure patient care continuity and safetyGoal: To ensure patient care continuity and safety
SBAR: Hand-Over Communication Tool
This format should be used whenever a “hand-over” of patient responsibility occurs, i.e. shift to shift report, etc.
S-Situation: Identify yourself and position,
patient’s name and the current situation.
Describe what is going on with the patient.
B-Background: State the relevant history and
physical (H&P), physical assessment pertinent
to the problem, treatment/clinical course
summary and any pertinent changes.
A-Assessment: Offer your conclusion about the
present situation.
R-Recommendations: Explain what you think
needs to be done, what the patient needs and when.
Verify any critical information received, review the history, seek clarification, ask questions, and read back critical test results.
Verify any critical information received, review the history, seek clarification, ask questions, and read back critical test results.
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Pre-admission clinical data collection, along with screening and patient education, are key components of “knowing our patients”
Current data collection standards and tools vary for different populations (e.g. ED, Same-Day Surgery, Transfers)
At minimum, estimated discharge date and discharge disposition should be documented upon admission.
Intervention: Clinical data collection pre-admit
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Informs patients and families of goals Designed to invite feedback Includes patient and clinician compact
Intervention: Welcome Packet
Patient and Family NotebookPatient and Family NotebookDischarge Information
Envelope ChecklistDischarge Information
Envelope Checklist
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Intervention: Domains of Practice
Each clinical discipline articulated Domains of Practice - A sphere of activity or knowledge, the perspective and territory, which includes subject matter, the main agreed-on values and beliefs, the central concepts, the phenomena of interest and the methods used to provide answers in the discipline
Disciplines: Nursing, Chaplaincy, Child-Life, Dieticians, Medical Interpretation, Occupational Therapy, Pharmacy, Physical Therapy, Respiratory Care, Social Work, Speech-Language Pathology, Volunteers
Example 1 – Nursing: Nursing is the protection, promotion, and optimization of health and abilities, prevention of illness and injury, alleviation of suffering through the diagnosis and treatment of human response, and advocacy in the care of individuals, families, communities, and populations (ANA).
Creation of a caring, individualized therapeutic relationship with patients and families that promotes health and healing
Assessment, diagnosis, plan, implementation and evaluation of interventions to promote the best possible outcome; this process is done in partnership with patients, families and the health care team
Health teaching and promotion Delivery of safe, quality and evidence-based practice Collaboration and communication with all members of the health care team Clinical inquiry and ongoing professional development
Example 1 – Nursing: Nursing is the protection, promotion, and optimization of health and abilities, prevention of illness and injury, alleviation of suffering through the diagnosis and treatment of human response, and advocacy in the care of individuals, families, communities, and populations (ANA).
Creation of a caring, individualized therapeutic relationship with patients and families that promotes health and healing
Assessment, diagnosis, plan, implementation and evaluation of interventions to promote the best possible outcome; this process is done in partnership with patients, families and the health care team
Health teaching and promotion Delivery of safe, quality and evidence-based practice Collaboration and communication with all members of the health care team Clinical inquiry and ongoing professional development
Example 2 – Respiratory Care: Respiratory therapists focus on improving and maintaining the cardiopulmonary health of patients.
Set-up management and discontinuation of mechanical ventilation (both via artificial airway and face mask)
Administration and evaluation of the efficacy of aerosolized pharmacological agents Set-up management and discontinuation of extracorporeal life-support to patients in the ICUs Obtaining and analysis of arterial blood for gas exchange, pH and electrolytes Assessment, maintenance, replacement, reposition and discontinuation of artificial airways Education of patients and families on all aspects of respiratory care
Example 2 – Respiratory Care: Respiratory therapists focus on improving and maintaining the cardiopulmonary health of patients.
Set-up management and discontinuation of mechanical ventilation (both via artificial airway and face mask)
Administration and evaluation of the efficacy of aerosolized pharmacological agents Set-up management and discontinuation of extracorporeal life-support to patients in the ICUs Obtaining and analysis of arterial blood for gas exchange, pH and electrolytes Assessment, maintenance, replacement, reposition and discontinuation of artificial airways Education of patients and families on all aspects of respiratory care
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Create formal mechanism for daily communication between all members of the care team
Facilitate concise and timely communication
Communicate clear picture of patient’s planned course among all members of the care team
Intervention: Interdisciplinary Team RoundsIntervention: Interdisciplinary Team Rounds
“Interdisciplinary rounds keeps everyone on the same page. We all hear the same information at the same time so we can craft our plan of care in a way that’s best for the patient. It has had a noticeable impact on communication on our Unit.”
Team member, White 6 - Orthopaedics
“Interdisciplinary rounds keeps everyone on the same page. We all hear the same information at the same time so we can craft our plan of care in a way that’s best for the patient. It has had a noticeable impact on communication on our Unit.”
Team member, White 6 - Orthopaedics
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Communication: In-Room White Boards
A “communication basic” Supports knowledge of care team Builds relationships Articulates patient’s goal Keeps an eye on discharge Can be integrated with notebook
and other teaching tools Keeping the board current is
critical It’s only as good a resource as it
is used…
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iPhone and web application for sending/receiving instant messages to specific individuals or groups. Users can write their own message or use the Quick Messages available in the system.
Voalté iPhones send/receive phone calls over MGH secure wifi (no cell plan used).
Sender selects staff they are trying to reach via a list with their name/role and picture so no need to memorize who is carrying which phone
Enabling Technology: Smartphones
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Intervention: Quiet Times
Designated hours on inpatient units where activity and conversation is minimized to allow patients to rest
Most effective model is to have a period in the afternoon and during the night when quiet hours are observed
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Intervention: Discharge Follow-up Calls
100% of patients in the inpatient setting being discharged to home will be asked to consent to receiving a discharge follow-up call.
Calls are made within 24-48 hours We estimate 3-5 calls per day per nurse or attending nurse Average call time is 3-5 minutes Standard is two attempts to reach patient Scripts are utilized
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Intervention: Discharge Planning/Discharge Readiness Tool
Guides proactive discharge planning and is comprised of: General Information Work-up Functional Requirements Educational material Post-Discharge instructions Discharge Information
Discharge Checklist
Tools and workflow procedures, including checklists incorporating LEAN principles from Toyota
Other relevant information
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Intervention: Hourly Rounds – The Four Ps
Evidence-based research indicates that hourly rounding increases patient satisfaction, decreases fall rates, decreases skin breakdown rates, and increases staff satisfaction.
The Four Ps Presence: Establish personal connection at the beginning and end of each shift and with each hourly round
Pain: Assess and address patient’s pain
Positioning: Patient’s physical position and comfort; Positioning of needed items within reach
Personal Hygiene: Help with toileting
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Intervention: Business cards
Innovation Cluster Focus Areas *
Communication
Patient Engagement
Roles & Structures
Interventions ** Throughout Admission
Relationship-Based CareAttending Nurse Handover Rounding Checklist
Pre-AdmissionPre-Admit Data CollectionWelcome Packet
During AdmissionDomains of Practice Interdisciplinary RoundsBusiness CardsQuiet HoursHourly RoundingElectronic White BoardsIn Room White BoardsSmart PhonesHand Held/ Tablets
Post-DischargeDischarge Follow-up Phone Calls
Others as identified
Ed
uc
ation
Evaluation(Pre, During, Post)
Quantitative Qualitative•HCAHPS
•Leadership Influence over Professional Practice Environments (LIPPES)
•LOS
•Quality Indicators
•Patients Perceptions of Feeling Known (PPFKN)
•Readmissions
•Revised Perceptions of Practice Environment Scale (RPPE)
•Cost per Case Mix
•Staff Retention
•Focus Groups (Staff, Patients, Families, etc)
•Observations
•Survey of the Innovation Unit Expectations (SIUE-pre)
•Survey of the Innovation Unit Experiences (SIUE-post)
* The clusters are a lens with which we gain perspective on any particular intervention.
** May apply to any or all 3 of the cluster focus areas June 2013
Other measures as identifiedOther measures as identified
– Evaluation– Evaluation
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Throughput and Efficiency LOS Average Cost per Case Mix
Adjusted Discharge (CMAD) TSI bud/flex Wait time for bed to be ready Admits
Patient & Staff Satisfaction MD & RN Communication Responsiveness Cleanliness Noise reduction Staff satisfaction
Quality and Safety Readmission Rate Restraint Free Rate Falls/Pressure Ulcer Reduction Foley Catheter Days
Innovation Unit Metrics
Ellison 17 Ellison 18
QUALITY AND SAFETY
Patient-Centered Outcome MeasuresFalls per 1,000 Patient Days
Total Fall Rate 4.50 1.46 4.95 0.77 1.92 1.32 2.16 1.79 TBD 0.65 4.85 0.45Observed (N) 11 3 13 1 2 2 5 2 2 10 1
Falls with Injury per 1,000 Patient DaysFalls with Injury Rate 0.41 0.49 1.52 0.00 0.96 0.00 0.00 0.89 TBD 0.00 1.45 0.45Observed (N) 1 1 4 0 1 0 0 1 0 3 1
Hospital Acquired (HA) Pressure UlcersTotal HA Pressure Ulcer Prevalence Rate 0.0% 0.0% 6.9% 0.0% 0.0% 0.0% 0.0% 7.7% TBD NA 4.8% 4.2%Observed (N) 0 0 2 0 0 0 0 1 1 1
Hospital Acquired (HA) Pressure Ulcers Type II or GreaterTotal HA Pressure Ulcer Type II or Greater Prevalence Rate0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 7.7% TBD NA 4.8% 4.2%Observed (N) 0 0 0 0 0 0 0 1 1 1
RestraintsTotal Restraint Prevalence Rate 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 7.7% TBD NA 0.0% 0.0%Observed (N) 0 0 0 0 0 0 0 1 0 0
Peripheral Intravenous (PIV) Infiltrations - Pediatric/NeonatalTotal PIV Infiltration Prevalence NA NA NA 0.0% 0.0% 0.0% NA NA NA NA NA NAObserved (N) 0 0 0
Central Line-associated Bloodstream Infections per 1,000 Line Days (CLABSI)Total CLABSI Rate 6.54 NA 1.36 2.90 4.76 0.00 1.10 1.70 TBD NA 0.00 0.00Observed (N) 1 1 1 1 0 1 2 0 0
Note: metrics to be reported beginning FY 2012 Color Shading relative to Benchmark:Catheter-associated Urinary Tract Infections per 1,000 Device DaysVentilator-associated Pneumonia per 1,000 Vent Days
Massachusetts General Hospital - PCS Innovation Units Dashboard
Rate is better (lower) than benchmark.
Rate is worse (higher) than benchmark.
VascularBigelow 14
ObstetricsBlake 13
ICUBlake 12
NICUBlake 10
CICUEllison 9
MeasuresOrtho
White 6OncologyLunder 9
MedicineEllison 16
Pediatrics SurgeryWhite 7
PsychBlake 11
Innovation Unit Dashboard sample
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Average Length of Stay (ALOS) in Days
BaselineInnovation
Period Change
Phase I Innovation Units 5.5 5.2 -5%
TOTAL MGH 5.9 5.9 0%
30-Day All Cause Readmission Rates
BaselineInnovation
Period Change
Phase I Innovation Units 9.9% 8.9% -1.0
TOTAL MGH 11.3% 11.0% -0.3
Outcomes - Phase I
Data Sources: PATCOM, EPSI
Time Periods: Baseline FY11; Innovation Period begins March 2012. Average length of stay data include patient discharges through September 2013. Readmission data expressed as a percent of patient discharges beginning April 2012 through June 2013 with readmissions through July 2013.
ALOS April 2012-September 2013; Readmits April 2012– June 2013
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Average Length of Stay (ALOS) in Days
BaselineInnovation
Period Change
Total Phase II Units 6.1 6.0 -2%
TOTAL MGH 5.9 5.9 0%
Data Sources: PATCOM, TSI
Time Periods: Baseline -Year ending March 2013; Innovation Period begins April 2013. Average length of stay data include patient discharges through October 2013.
ALOS - Phase II Early Results Overall
Discharge ALOS, April-September 2013
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Cost Impact – Phase I
Source: Direct Cost per CMAD data from PHS Finance (EPSI). Case mix adjusted using AP21 NY DRG weights.Source: Direct Cost per CMAD data from PHS Finance (EPSI). Case mix adjusted using AP21 NY DRG weights.
Average Direct Cost per Case Mix Adjusted Discharge (CMAD) decreased 3.6% for Innovation units between October 2011-March 2012 (Pre) and April 2012-June 2013 (Post).
Average Direct Cost per Case Mix Adjusted Discharge (CMAD) decreased 3.6% for Innovation units between October 2011-March 2012 (Pre) and April 2012-June 2013 (Post).
Inpatient Direct Cost per Case Mix Adjusted Discharge (CMAD)
$5,469
$7,219
$5,595$5,351$5,848
$5,394
$0
$1,000
$2,000
$3,000
$4,000
$5,000
$6,000
$7,000
$8,000
Phase I Innovation Units-General Care
Phase I Innovation Units-ICUs
Total Phase I Innovation Units
Pre Post
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Data Source: NDNQI
Time Periods: Baseline FY11; Innovation Period April 2012 through June 2013.
Notes: Data displayed are Falls with Injury and Pressure Ulcer Stage II or greater. ICUs excluded.
Quality & Safety Outcomes - Phase I
Falls, Pressure ulcers, CY13Q2
Pressure ulcer prevalence decreased from 1.75% to 1.41% of patients on Phase I units.
Fall rate decreased 23% over baseline FY11 on Phase I Innovation units.
Falls with Injury per 1,000 Patient Days
Falls with Injury per 1,000 Patient Days
Pressure Ulcer Prevalence (Stage II or Greater)
Pressure Ulcer Prevalence (Stage II or Greater)
0.0%
0.5%
1.0%
1.5%
2.0%
2.5%
3.0%
3.5%
4.0%
CY10Q4
CY11Q1
CY11Q2
CY11Q3
CY11Q4
CY12Q1
CY12Q2
CY12Q3
CY12Q4
CY13Q1
CY13Q2
0.00
0.10
0.20
0.30
0.40
0.50
0.60
0.70
0.80
0.90
1.00
CY10Q4
CY11Q1
CY11Q2
CY11Q3
CY11Q4
CY12Q1
CY12Q2
CY12Q3
CY12Q4
CY13Q1
CY13Q2
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HCAHPS Results – 2011 vs. 2012MGH-wide vs. Phase 1 Innovation Units
Survey MeasureMGH
2012
Change (2011 - 2012)
Innovation Units 2012
Change (2011 - 2012)
Nurse Communication Composite 81.0 +1.6 80.8 +4.5Doctor Communication Composite 81.6 -0.3 82.0 +0.5Room Clean 72.9 +3.1 70.6 +4.2Quiet at Night 48.5 +3.3 49.8 +6.2Cleanliness/Quiet Composite 60.7 +3.2 60.2 +5.2Staff Responsiveness Composite 64.9 +1.3 64.0 +1.7Pain Management Composite 71.9 +0.4 73.3 +3.7Communication About Meds Composite 64.0 +1.3 65.7 +6.8
Discharge Information Composite 91.2 +1.4 92.3 +2.7Overall Rating 80.1 +1.0 78.5 +2.4Likelihood to Recommend 90.5 +1.1 90.3 +2.4
• HCAHPS Data for Innovation Units includes 6 units for which data is available – Bigelow 14, Blake 13, Ellison 16, Lunder 9, White 6 and White. Data not available for ICU’s and Psych.
• Date pull: 3.04.13
KEY
2012 Score exceeds that of entire hospital
Rate of Improvement Exceeds that of the entire hospital
KEY
2012 Score exceeds that of entire hospital
Rate of Improvement Exceeds that of the entire hospital
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HCAHPS Results – 2012 vs. 2013 YTDMGH-wide vs. Phase 2 Innovation Units
KEY
Rate of Improvement Exceeds that of the entire
hospital
Survey Measure MGH 2013 YTDChange
(2012-2013)
Phase 2 Units 2013
April YTD Score
Change(2012 – April
2013 YTD)
Nurse Communication Composite 81.5 +0.5 82.0 +1.2Doctor Communication Composite 82.2 +0.6 81.8 +0.4Room Clean 74.3 +1.4 75.0 +1.6Quiet at Night 50.3 +1.8 51.4 +3.5Cleanliness/Quiet Composite 62.3 +1.6 63.2 +2.5Staff Responsiveness Composite 64.3 -0.6 64.5 -0.3Pain Management Composite 71.9 No Change 73.4 +2.3Communication About Meds Composite 64.6 +0.6 65.5 +2.2Discharge Information Composite 91.3 +0.1 91.6 +0.7Overall Rating 80.7 +0.6 80.3 -0.2Likelihood to Recommend 90.3 -0.2 90.5 -0.1
• * HCAHPS Data for Innovation Units includes 21 units for which data is available – Blake 6, Bigelow 9,11, Ellison 6,7,8,10,11,13, 14,19, Lunder 7,8,10, Philips House 20,21,22, White 8,9,10,11
• Date pull: 10.18.13
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Intervention: Discharge Follow-up Calls
Goal: 100% of patients in the inpatient setting being discharged to home will be asked to consent to receiving a discharge follow-up call.Goal: 100% of patients in the inpatient setting being discharged to home will be asked to consent to receiving a discharge follow-up call.
Number of units live (as of 10/18) 38
Calls made (since first go-live) 16,157
(23,000+ calls since program inception)
Call attempt rate 96%
Call completion rate 65%
Average call length ~5 minutes
Peak calling times 11:00 AM – 3:00 PM
Percent of calls with clinical advice or care coordination provided
22%
Percent of patients with questions about their discharge instructions
11%
Themes for Reward/Recognition Nursing Care (44%)
Doctors (10%)
Patient Call Manager Results (Discharges 4/5/13-10/18/13 from units live with PCM)
Patient Call Manager Results (Discharges 4/5/13-10/18/13 from units live with PCM)
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Are attempting transformational change Will help us quickly identify what works and what doesn’t
without ever losing sight of our patients goals Innovation and care redesign moving us closer to efficient,
cost-effective, high quality care that is patient- and family-centered and responsive.
Create the opportunity for evaluation and research inquiry that can to link patient-sensitive interventions specific to populations, enhancing care and potentially sustaining behavior over time.
Innovation Units
“We experience the essence of care in the moment when one human being connects to another. When compassion and care are conveyed through touch, a
kind act, through competent clinical interventions, or through listening and seeking to understand the other’s experience, a healing relationship in created.
This is the heart of Relationship-Based Care.”
”Relationship-Based Care, A Model for Transforming Practice”Mary Koloroutis, 2004
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Michelle Anderson, RN
White 7 General Surgery Unit
Sarah Ballard Molway, RN
Ellison 19 Thoracic Surgery Unit
Kelly Brown, RN
White 6 Orthopaedics Unit
Betty Ann Burns-Britton, RN
Lunder 9 Hematology/Oncology Unit
Claire Paras, RN
Phillips House 22 Medical/Surgical Unit
The Voice of the Attending Nurse