Welcome to

John Muir Medical Center

Deborah Austin Director, Patient Relations/Accreditation

Coordinator, Patient & Family Advisory Committee

John Muir Health – proprietary and confidential 2

John Muir Health – proprietary and confidential 3

JMH System Overview

• 3 Hospital System (approximately $1.4 Billion revenue) – Concord campus – Walnut Creek campus – Behavioral Health Center

• John Muir Physician Network (approximately 1,000 physicians) – John Muir Medical Group (Foundation Model – all primary care) – Muir IPA

• Ambulatory Services – 5 urgent care centers – 2 ambulatory surgery center JV’s – Imaging – Physical therapy, Cardiac Rehab, Pulmonary Rehab

John Muir Health – proprietary and confidential 4

EPIC electronic health record implemented throughout the John Muir Health Enterprise

March 30, 2014

John Muir Health – proprietary and confidential 5

Key Awards and Accomplishments

JMH Patient Experience Lisa Foust

Senior Vice President, Human Resource Co-Executive Sponsor, Patient Experience

John Muir Health – proprietary and confidential 7

Key Elements of Vision 2022

• Provide our patients with a top-tier (exceptional) patient experience and quality care at a price they can afford

• Work as one highly skilled, collaborative team coordinating and managing our patients’ care across our entire range of services

• Welcome partnerships and affiliations as a path to growth

• Continue to build a culture of excellence

4.

John Muir Health – proprietary and confidential 8

We will achieve higher reliability at John Muir Health through balanced improvement across three core dimensions of operational performance (Safety, Quality, and

Affordability), based on a solid foundation of an engaged workforce and the science of reliable practices and behaviors.

The end result: a superior patient experience – not just sometimes, every time.

John Muir Health – proprietary and confidential 9

The JMH Patient Experience

Reliability Governance Committee (RGC)

Reliability Integration Team (RIT)

Tactical Working Group (TWG) plans logistics for implementation

Patient Experience tactics are launched throughout the organization

John Muir Health – proprietary and confidential 10

Tactical Working Group

Tactical Working Group

WC

CC

PN

JMMG BHC

Muir IPA

Admin Svcs

John Muir Health – proprietary and confidential 11

Patient Experience Goals

• Nursing/Office Staff Communication • Physician/Provider Communication • Noise – Healing Environment

John Muir Health – proprietary and confidential 12

HCAHPS Composite Score Questions

Physician Communications

• Treats you with courtesy & respect

• Listens carefully to you • Explains in an understandable

way

Nurse Communications

• Treats you with courtesy & respect

• Listens carefully to you • Explains in an understandable

way

John Muir Health – proprietary and confidential 13

CG-CAHPS Composite Score Questions

Physician/Provider Communications

• Explains in a way I understand • Listens carefully to me • Gives understandable

information • Knows my important medical

history • Shows respect for what I say • Spends enough time with me

Office Staff Quality

• Staff are helpful • Staff treat me with courtesy

and respect

Patient Engagement

Dr. Nick Mickas Chief of Staff, Walnut Creek Campus

Physician Champion, Patient & Family Advisory Committee

John Muir Health – proprietary and confidential 15

Why Patient Engagement?????

• Enhance quality, patient safety and patient experience • Promote open communication and partnership with patients

and families • With every decision, we ask ourselves “what was the input

from our patient?” • Hear the voice of the patients • Understand and prioritize the perspective of the patients and

families we serve. • Reduce patient and harm and suffering • Improve care coordination • Improve understanding and compliance • Keep patients safe • Listening and explaining….it’s a two way street • Listening and explaining….it’s the cornerstone

John Muir Health – proprietary and confidential 16

What is it?

• A partnership comprised of patients, families, clinicians, staff and administrators

• Serves as the voice of patient and family members • Works together to deliver the highest quality care

possible • Provides shared expertise

John Muir Health – proprietary and confidential 17

Why do this?

• Improve the patient experience • Improve staff and physician satisfaction • Improve safety and quality • It’s the right thing to do

“Patients are the most under-utilized resource, and they

have the most at stake. They want to be involved and they can be involved. Their participation will lead to better outcomes at lower costs with dramatically higher patient/family/staff satisfaction”

Charles Safran, MD, Harvard

John Muir Health – proprietary and confidential 18

Key to Success: Leadership Commitment

• Executive Sponsor – Chief Medical Officer • Chief Nurse Executives • Operation Leaders • JMH Board • Medical Staff • Nursing Staff • Ancillary Staff

Our Advisors

Joan Maxwell Patient & Family Advisor

Ben-David Barr Lee Erwin Jennifer Nowak

James Corr Joan Maxwell

John Muir Health – proprietary and confidential 21

1st Inaugural Meeting – 4/30/2015

We meet monthly

John Muir Health – proprietary and confidential 22

Projects/Presentations

• WC Nursing Retreat • Glidepath to High Reliability • Nursing Units • Magnet Redesignation Survey – Community Session • JMH Board • Leadership Meetings • Medical Executive Committee Retreat • Emergency Room Patient Itinerary • JMH Identification Badge Re-design • JMH Website Feedback

John Muir Health – proprietary and confidential 23

JMH Committee Appointments

• Safety & Performance Improvement – Hospital • Quality Improvement Committee – Ambulatory • Medical Residency Family Practice Advisory Council

Welcome to John Muir Health