Children’s Hospital of Orange County

“It’s All About the Children”

Children’s Hospital of Orange County

“It’s All About the Children”

Beth Rowett, MA, MHA, CPHQExecutive Director, Quality

Beth Rowett, MA, MHA, CPHQExecutive Director, Quality

California Council for Excellence14th Annual Conference

March 28, 2008

California Council for Excellence14th Annual Conference

March 28, 2008

Our Mission & VisionOur Mission & Vision

Mission StatementMission Statement

To nurture, advance, and protect the health and well-being of children.

Vision StatementVision Statement

To achieve national recognition as a premier Children’s Hospital.

CHOC

CHOC, founded in 1964, is a 220 bed not-for-profit pediatric hospital with more than 500 physicians and approximately 2,200 employees.

CHOC and its CHOC at Mission sister facility are the only free-standing children’s hospitals in Orange County.

Orange County is the fifth most populous county in the nation, and census numbers are most likely conservative.

CHOC was voted the best place to work and the best place to volunteer in Orange County in the Orange County Register’s Best of Orange County reader’s poll.

CHOC Safety Status and RecognitionsCHOC Safety Status and Recognitions

CHOC is one of only eight children’s hospitals named to The Leapfrog Group’s “Top Hospitals 2007” list, and was one of nine in 2006.

California’s leading health plans presented CHOC the “Excellence in Patient Safety & Health Care Quality Award.”

CHOC was the best performer with the lowest problematic response rate in the Stanford Culture of Safety Survey for children’s hospitals.

Age Distribution of CHOC Patients

42% 0 days to 24 months

20% 2 to 5 years

7% 6 to 7 years

16% 8 to 12 years

15% 13 years and older

Age Distribution of CHOC's Patients

42%

20%

15%

16%

7%

0 Days to 24 Months 2-5 Years 6-7 Years 8-12 Years 13 Years and Older

CHOC Inpatient Services

Pediatric Intensive CareCardiovascular Intensive CareOncology Intensive CareNeonatal Intensive Care

General Surgery

Neurosurgery

Orthopaedic Surgery

Gastroenterology

General Medical with Emphasis:

• Respiratory• Endocrine• Hematology• Infectious

Disease• Neurology• Oncology

CHOC Primary Care Clinics Licensed By the State of California

CHOC Clinic in Orange

Clínica CHOC Para Niños in Santa Ana

CHOC Clinic at Boys and Girls Club of Santa Ana

Costa Mesa Clinic

CHOC Garden GroveLegend

CHOC PSA

CHM PSA

CHOC Primary Care Clinics

CHOC & CHM Hospitals

.,

CHOCHospital

CHOC atMission Hospital

Garden GroveClinic)

CHOCClinic

Clinica CHOC ParaNiños in Santa Ana

CHOC Clinic at Boys & Girls Club of Santa Ana

Costa MesaClinic

ORANGE COUNTY

CHOC Specialty Care ClinicsCHOC Specialty Care Clinics

EndocrineDiabetesOrthopedicsSpinal BifidaInfectious DiseaseRheumatologyHematologyCraniofacialENTAsthmaEDAC

NeurologyPulmonaryOncologyCancerGastroenterologyMetabolic NephrologyPlastic SurgeryAllergyEpilepsyKids Clinic

“It’s All About the Children”

Family-Centered Care

Associate Commitment

Service Excellence Council

Communication and Relationship Building

Child Health Corporation of America

Family-Centered Care

Four Principles• Information Sharing• Collaboration• Dignity and Respect• Participation

Committee Participation• Family Advisory Council• Youth Advisory Council• Service Excellence Council• Ethics Committee• Safety Committee• Campus Architecture and Design

Committee• Family-Centered Care Council

Family-Centered Care, Continued

Physician Rounding

Collaborative Treatment Planning

Interpreters

Disclosure

Ronald McDonald House

Volunteer Services

Radio Lollipop

Associate Commitment

Employment Application – Comment on Meaning of MissionNew Associate OrientationCustomer Service Commitments – Behavioral Expectations

• Excellence• Compassion• Innovation• Service

Golden PAW Awards – Individual and GroupPerformance AppraisalsResident Orientation and Physician InvolvementOngoing Training

Service Excellence Council

Visionary Leadership and Oversight

Chaired by Chief Operating Officer, monthly meetings

Composition

Alignment with Strategic Plan

Service Standards

Analysis of Satisfaction Data

Performance Improvement Initiatives

Communication and Relationship Building

Multiple Communication Channels

Daily Rounding• Charge Nurses• Customer Service

Representatives• Volunteer Customer

Service Ambassadors

Comment Cards – PAWS Pins

Case Management Follow-Up

Patient Satisfaction Surveys

Customer Complaint Process

Customer Complaint Process

Yes

Complaint Received

Initiate CCF and forward to Quality

ASAP

Initiate steps of Service Recovery

Risk or Liability?

Notify Risk Management immediately

Quality processes CCF, distributes original to

Dept Mgr/Dir. & assigns severity code

No

Dept Mgr/Dir responds to family using steps of service

recovery

Issue Resolved?

Action plan agreed to and implemented

Consult Quality Dept

Inform family of grievance

process

Dept Mgr/Dir completes & returns CCF to QM by due date (within 7

days of original complaint)

QM Completes process

No

Yes

Issue Resolved?

No

Initiate CCF and forward to Quality ASAP

Quality processes CCF, distributes original to Dept Mgr/

Dir. & assigns severity code

Yes

Child Health Corporation of America

43 Free-Standing Children’s Hospitals

Customer Service Forums

External Comparative Data

Best Practice Networking

Improvement Priority Next Steps

Service Recovery Training

Complaint Management• Electronic Reporting

Process• Data Analysis• Reports• Organizational Learning

Patient Satisfaction Survey Tool

“Children are the world’s most valuable resource and its best hope for the future.”

John Fitzgerald Kennedy