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© U N I V E R S I T Y O F U T A H H E A L T H ,
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LDI: November 2017
© U N I V E R S I T Y O F U T A H H E A L T H ,
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WELCOME
LINDA TYLER, CHIEF PHARMACY OFFICER
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WELCOME
GORDON CRABTREE, CHIEF EXECUTIVE OFFICER
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© U N I V E R S I T Y O F U T A H H E A L T H ,
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Building Momentum
Toward Our True North:
Our Patients
A. Lorris Betz, MD, PhDInterim
SVP, Health SciencesCEO, U of U Health
Executive Dean, School of Medicine
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OUR PATIENT – BRIAN MCKENNA
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WHAT MAKES
CARE LIKE THIS
POSSIBLE?
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“Creating a culture of respect is the essential first
step in a health care organization’s journey to
becoming a safe, high-reliability organization . . .”
Source: Leape LL, Shore MF, Dienstag JL, et al. A Culture of Respect, Part 2: Creating a Culture of
Respect, Academic Medicine. 87:853-858, 2012.
OUR CULTURE IS THE PROBLEM
SOLUTION
>
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SOURCE: LDI, 3-17-2011
Hospitals and Clinics Physician Faculty
Hierarchical Highly decentralized
Clear lines of accountabilityStrongly independent individuals who generate their own support
Secure, stable, predictable Entrepreneurial
Rules driven Consensus driven
Common measures of successIndividual measures of success
Focus on control Resistance to control
TWO CULTURES
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SOURCE: LDI, 3-17-2011
23
Hospital Physicians
The
Patient
Experience
TWO CULTURES – A SHARED MISSION
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SOURCE: LDI, 3-17-2011
CREATING A CULTURE OF RESPECT & SHARED
PURPOSE
Leadership must be persistent and consistent
Courage to speak up
Zero tolerance policies for mistreatment and failure to report
Safe, non-judgmental reporting environments
Expectation of personal accountability
Hire the right people and move out those who won’t get on board
Metrics and transparency to motivate and monitor progress
Embrace diversity
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RECOMMEND THIS HOSPITAL?
SOURCE: Press Ganey Inpatient Satisfaction Survey: Likelihood of recommending hospital.
University Health System Consortium Benchmarking Group
UH
C P
erc
en
tile
Ran
k
14
23
31
23
34
51
72
7779
7477
83 83
0
20
40
60
80
100
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
85
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GOING LIVE – DECEMBER 2012
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PATIENT SATISFACTION SCORES
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2012 2013 2014 2015
CONTRIBUTING TO A NATIONWIDE SOLUTION
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A TRACK RECORD FOR QUALITY
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THE EXCEPTIONAL PATIENT EXPERIENCE
Lessons Learned – Success Factors:
Visible support from highest levels of leadership
Widespread buy-in
Doing the right thing feels good
Encouraged local solutions
Exploit competitive nature
Communication
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LEADING TO OUR
TRUE NORTH
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OUR CULTURE
The
Patient
ExperienceHospital Providers
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The
Patient
ExperienceHospital Providers
Research
EducationGoal =
Integration
© U N I V E R S I T Y O F U T A H H E A L T H ,
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SETTING THE STAGE AS ONE INTEGRATED
SYSTEM
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A TANGIBLE AND POSSIBLE FUTURE
NEW
UNIVERSITY
PRESIDENT
20202018 2019
SUGAR HOUSE
HEALTH
CENTER
OPENS
AMBULATORY
CARE COMPLEX
& REHAB
HOSPITAL
OCCUPANCY
NEW
U OF U
HEALTH SVP
521
DEMOLITION
NEW CHAIRS
HIRED
NEW HOSPITAL
CEO
2020-2022
• MED Opens
• Ambulatory Expansion
• Health Plans at 300k+ Members
• Top 10 Quality 12 years in a Row
• Integrated Schools & Colleges
• Research Raising $350M+
• Capital Campaign Raised $1B+
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OUR TRUE NORTH AND OUR FUTURE
© U N I V E R S I T Y O F U T A H H E A L T H ,
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FINIDNG YOUR OWN TRUE NORTH
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THANK YOU
