Silow Carroll - Hosp - Quality - Improve - Strategies - Lessons - 1009 PDF
Silow Carroll - Hosp - Quality - Improve - Strategies - Lessons - 1009 PDF
April 2007
ABSTRACT: This report focuses on the dynamics of hospital performance: how hospitals
achieve and sustain improvements over time. Case studies of four hospitals that made substantial
improvements reveal a pattern: 1) a trigger such as a crisis or new leader serves as a wake-up call
that prompts the hospital to make 2) organizational and structural changes such as multidisciplinary
teams, quality-related committees, and technology investments, which facilitate 3) a systematic
problem-identification and problem-solving process, resulting in 4) new treatment protocols and
practices, which in turn result in 5) improved outcomes. Success strengthens commitment to
quality improvement and turns this temporal pattern into an ongoing cycle. The entire process
reflects the establishment, growth, and reinforcement of a culture of quality. A companion report,
Hospital Performance Improvement: Trends in Quality and Efficiency, presents results of a quantitative
examination of the degree to which hospitals are improving (or deteriorating) in quality and
efficiency over time.
Support for this research was provided by The Commonwealth Fund. The views presented here
are those of the authors and not necessarily those of The Commonwealth Fund or its directors,
officers, or staff. This report and other Fund publications are available online at www.cmwf.org.
To learn more about new publications when they become available, visit the Funds Web site and
register to receive e-mail alerts. Commonwealth Fund pub. no. 1009.
CONTENTS
iii
ABOUT THE AUTHORS
Sharon Silow-Carroll, M.B.A., M.S.W., is a health policy analyst with nearly 20 years
of experience in health care research. She has specialized in health system reforms at the
local, state, and national levels; strategies by hospitals to improve quality and patient-
centered care; publicprivate partnerships to improve the performance of the health care
system; and efforts to meet the needs of underserved populations. Prior to joining Health
Management Associates (HMA) as a principal, she was senior vice president at the
Economic and Social Research Institute (ESRI), where she directed and conducted
research studies and authored numerous reports and articles on a range of health care issues.
Tanya Alteras, M.P.P., is a senior consultant at HMA. Formerly a senior policy analyst
at ESRI, she has over six years of experience examining issues related to health care
financing, expanding coverage for uninsured populations, and developing cost-effective
privatepublic coverage options. At ESRI, Ms. Alteras conducted research on a number of
topics, including health coverage for adults without children, health coverage tax credits,
oral health, and state- and community-based strategies for covering the uninsured, with a
focus on strategies that involve leveraging scarce public resources with private sector funds.
Jack A. Meyer, Ph.D., is a health economist with more than 20 years of experience
leading health care research and consulting projects. He has directed in-depth health
research projects for numerous foundations and conducted policy analysis and strategic
planning for government agencies and clients in the business community. Dr. Meyer
specializes in developing and evaluating proposals to cover the uninsured at both the
national and state levels. He has also focused on initiatives of both private employer groups
and government to improve quality and patient safety. Prior to joining HMA, Dr. Meyer
was the president of the Economic and Social Research Institute.
iv
ACKNOWLEDGMENTS
We are also grateful to the representatives of the hospitals profiled in this report
who were so generous with their time and willing to share information about strategies
and challenges and to review drafts of the case study reports. We thank them not only for
their assistance, but for their long-term commitment and effort to improve the quality of
care at their institutions. These individuals are:
Beth Israel Medical Center New York, N.Y.
David Shulkin, president/chief executive officer
Joanne Coffin, vice president, administration
Mary Walsh, chief nurse, director of patient care services
Donna Wilson, director of quality improvement
Legacy Health System, Portland, Ore.
Mark Kestner, clinical vice president for quality
Lewis Low, medical director, inpatient medicine service
LuAnn Staul, director, critical care nurses and critical care system
Rankin Medical Center, Brandon, Miss.
Davis A. Richards III, chief executive officer
Margaret Stubblefield, director of quality/risk management
Rhonda Parker, performance improvement coordinator
St. Marys Health Care System, Athens, Ga.
Brenda Dugger, senior vice president of patient care services
Jackie Ginter, director of quality and performance improvement
Jeff Frehse, director of risk management and compliance
Avery McLean, director of marketing
v
EXECUTIVE SUMMARY
Since the Institute of Medicines landmark reports, To Err Is Human (2000) and
Crossing the Quality Chasm (2001), revealed widespread incidence of medical errors in U.S.
hospitals, there has been a great deal of effort to measure and improve the quality of
hospital care.1 Much progress has been made in developing quality indicators and risk-
adjustment mechanisms to compare quality across institutions, and in examining practices
and cultures in high-performing hospitals. Little is known, however, about the dynamics
of hospital performance: the degree to which hospitals are improving (or deteriorating)
over time, and how they achieve and sustain that improvement. This study examines such
trends and change strategies. It combines quantitative analysis of quality and efficiency
trends, using three hospital databases, with case study analysis of four hospitals that
experienced significant improvement in a composite quality indicator based on risk-
adjusted mortality, complication, and morbidity rates.
The quantitative analysis, led by Eugene Kroch and Michael Duan of CareScience,
Inc., and described in the companion report, Hospital Performance Improvement: Trends in
Quality and Efficiency, found significant improvements in mortality rates, likely indicating
that hospitals have been getting better at keeping people alive through error reduction,
improved technologies, adherence to evidence-based protocols, and other strategies.2 The
improved mortality scores may also be attributed in part to more conscientious coding
of comorbidities, and to discharging of sicker patients who may expire in home or
hospice settings.
vi
Figure ES-1. Quality Improvement Sequence
Organizational/
Trigger(s) Structural
Changes
Problem
Identification
and Solving
1. A trigger serving as a wake-up call that prompts the hospital to begin or renew an
emphasis on quality improvement, marking the beginning of cultural shift and leading
to . . .
2. organizational and structural changes such as establishment of quality-related councils and
committees, empowerment of nurses and other staff, and investments in new
technology and infrastructure that facilitate . . .
3. a new problem-solving process, involving a standardized, systematic, multidisciplinary team
approach to identify and study a problem area, conduct root cause analysis, develop
action plans, and hold team leaders accountable, resulting in establishment of . . .
4. new protocols and practices, including evidence-based policies and procedures, clinical
pathways and guidelines, error-reducing software, and patient flow management
techniques, leading to . . .
5. improved outcomes in process and health-related measures (e.g., patient flow, errors,
complications, mortality), satisfaction and work environment, and bottom line
indicators such as reduced length of stay and increased market share. Experiencing
such positive results then served as motivation to hospital staff to expand their efforts,
thus turning the above sequence into a self-sustaining cycle. That is, the improved
outcomes led to further impetus to change, accelerated change, and a spreading of the
change culture to other parts of the institution. This entire sequence reflects the
establishment, growth, and reinforcement of a culture of quality.
vii
Trigger Situations or Events
All four hospitals cited negative or positive trigger events that motivated a new emphasis
on quality, including:
a series of medical errors with tragic results, which were reported in the media;
arrival of a new CEO with a strong interest in patient service and quality;
significant loss in market share for certain services that led to dissatisfaction among
staff and patients;
new evidence and awareness of the potential for hospitalists and intensivists to
promote multidisciplinary care, based on a growing body of literature indicating
their ability to coordinate care, leading to improved outcomes;4 and
the Institute of Medicine report, To Err Is Human, that provided clear evidence of
widespread medical errors in hospitals nationwide.
elevating the role of the quality improvement and performance departments and
providing them with sufficient resources (including increasing budgets for quality
activities beyond one-time capital expenditures);
viii
creating multidisciplinary teams to provide patient care and/or address deficiencies
made up of staff who can best devise, test, and implement solutions and are held
accountable for success;
nurturing physician and nurse champions to take the lead in developing protocols
to address deficiencies and to encourage and educate their peers on new practices
and procedures;
reporting to Boards of Directors and parent health systems that closely monitor and
set quality-related goals; and
improved educational and training materials for clinical staff on error reduction,
hand-washing, and infection prevention;
information technology that reduced medication errors and improved data collection.
Improved Outcomes
The practice changes appear to have resulted in improved outcomes for patients and the
institutions themselves. In addition to major improvements in the combination quality
ix
measure (based on mortality, morbidity, and complication rates), interviewees cited the
following examples of improvements:
process/operations: faster receipt of test results, faster patient flow, easier and more
efficient data sharing and recording, fewer medication errors;
bottom line: decreased costs per hospitalization and length of stay for certain
conditions and increased admissions and/or market share.
These positive outcomes motivated staff and hospital leaders to strengthen their efforts and
in this way reinforced the quality improvement process.
resistance to change in culture and specific protocols from physicians and nurses;
Lessons from the four hospitals experiences that could assist other hospitals trying
to establish a culture of quality include the following:
set short-term, attainable goals and celebrate successes (and the individuals
involved) in reaching them;
nurture dedicated leaders and champions who encourage and bring along
their peers;
x
be patient but unrelenting, recognizing that change takes time and continuing
to keep quality improvement on the front burner; and
Table ES- 1 summarizes this improvement process at the four case study hospitals.
xi
Table ES-1. Summary of Case Study Sites and Their Improvement Processes
Organization/ Examples of Practice Changes Results
Setting Trigger Organizational/Structural Changes (processes, procedures) (examples)
Beth Israel Series of Creation of board-level commission on Clinical guidelines and care maps Reduced deep vein
Medical publicized cases quality for heart failure, acute myocardial thrombosis (blood
Center, re: tragic Additional staff and responsibilities for infarction (AMI), and pneumonia clots)
New York, medical errors Quality Improvement (QI) dept., VP (JCAHO Core Measures), stroke Reduced infections
N.Y. and poor position overseeing QI protocols and complications
judgment Replacement of two physician New policies re: bringing Reduced patient
Very large,
chairmen equipment into operating rooms mortality rates
1,080-bed
teaching hospital New division chief of quality position New complaint system with Improvement in
in urban setting, established in dept. of medicine; QI anonymous hotline, zero tolerance JCAHO Core
part of a five- champion for bad behavior Measures
hospital not-for- Critical Care Coordination Committee Departmental quality plans with Reduced
profit system established specific goals readmissions, lengths
Focus on new JCAHO Core Measures Sharing of best practices among of stay
Patient care redesign; more training for health system hospitals Healthy, robust
aides Continuous Quality Improvement Ob/Gyn program
Multidisciplinary leadership teams (CQI) training of staff
Best practices group established
Legacy Good Recognition of Establishment of hospitalist and Preprinted orders for heart failure, Dramatic decrease in
Samaritan increases in intensivist services, multidisciplinary AMI, and pneumonia pneumonia and
Hospital, lengths of stay patient care Automated pharmacy orders blood stream
Portland, Ore. and readmissions Reinvention of Critical Care Empowerment of bedside nurses infections;
for some Committee to address development of subsequent cost
Large 539-bed New protocols for hypoglycemia,
conditions new care protocols savings
hospital in an infection, etc. based on JCAHO
New awareness Using Good Samaritan as a testing site Core Measures Decreased lengths of
urban setting,
of hospitalist before implementing strategies across stay and/or mortality
part of a six- Implementation of new
model, the Legacy Health System for some populations
hospital system technologies for medication
multidisciplinary Standardized process for implementing Cost per
dispensing, paperless hospital
care strategies new protocols: design, implement, hospitalization
evaluate, broad roll-out decreased under
hospitalist service
xii
Organization/ Examples of Practice Changes Results
Setting Trigger Organizational/Structural Changes (processes, procedures) (examples)
Rankin New CEO with Additional staff for QI department, Development of clinical pathways Reduction in
Medical strong with expertise in evidence-based Improved educational materials for medication errors re:
Center, commitment to medicine patients transcription of
Brandon, Miss. QI Sharing of best practices with other Reader-friendly guide for reducing orders
Acquisition by hospitals in health system, and in risk of falls Reduction in falls
Small 90 (active
for-profit health region/state through state QIO Education to clinical staff on safety Reduction in use of
acute care) bed
system Open door policy by CEO (facilitates measures, error reduction, infection patient restraints
community
hospital serving IOM report on activity of Quality Steering Council) prevention
rural and medical errors Performance Improvement Teams Testing of alternatives to patient
suburban Acquisition of new imaging and restraints
counties, part of diagnostic equipment Software for e-mail medication
a 65-hospital Physical plant improvements orders
for-profit system
St. Marys New CEO with Establishment of Patient Safety Implementing new protocols based 20% increase in
Health Care strong Committee and Quality Council on JCAHO Core Measures admissions between
System, commitment to Empowerment of bedside nurses One call program by nurses for 2004 and 2005
Athens, Ga. QI and health Expansion of hospitalist service doctors Significant increases
information Creation of a JCAHO-certified in patient satisfaction
Small 165-bed technology stroke program and center, certified ratings
suburban
Loss of staff and neurosurgery center, and new Scored 99.6% on
hospital, part
market share family care center Georgia Hospital
of 33-hospital
due to outdated DRG (diagnosis-related group) Association quality
Catholic
practices assurance program to improve and accountability
Hospital system
coding index
Automated pharmacy dispensing
xiii
HOSPITAL QUALITY IMPROVEMENT:
STRATEGIES AND LESSONS FROM U.S. HOSPITALS
I. INTRODUCTION/BACKGROUND
STATEMENT OF PURPOSE
Despite much excellent research in recent years, there appears to be a gap in knowledge
about widespread changes over time in performance at the hospital level. The objective of
this study was to use a combination of quantitative and qualitative research to gain a better
understanding of the dynamics of hospital performance. We sought to examine patterns of
hospital quality and efficiency over time and identify approaches that have been successful
in improving health outcomes. The goal was to produce information that could be used to
improve hospital performance across the country.
In this qualitative phase of the study, we attempted to answer the following questions:
Among the top improvers in quality, what forces or events motivated them to
seriously address quality issues?
What were the key strategies or ingredients in place that likely led to improvement
on the quality indicators?
What barriers did the hospitals face in implementing the strategies or achieving
success? Did they overcome these obstacles, and, if so, how?
What lessons can be learned from their experiences? What public policies or private
practices can help other hospitals understand and replicate the successful strategies?
HYPOTHESES
Based on our own preliminary work and a review of the literature (summarized below),
we hypothesized that some of the ingredients that we identified through our prior study
on hospital quality improvement, Hospital Quality: Ingredients for Success, as key contributors
toward high performance are also key contributors toward improvement over time. These
might include: implementation of aggressive quality targets and the regular reporting of
and accountability for performance indicators; tightening of recruitment and credentialing
standards; enhanced respect for and role of nurses; enhancement of quality improvement
processes that drill down to identify and rectify the root causes of problems in quality
and efficiency; and new investments in quality-related information technology combined
with staff/physician input and buy-in.5
1
Below we review some recent literature that has informed our work and shed light
on this complex area.
REVIEW OF LITERATURE
Disparities in Hospital Performance
Evidence of poor and sub-par quality among hospitals has been well documented in recent
years.6 In response, the federal government, foundations, and the private sector have
funded research to identify best clinical practices and develop strategies to reduce medical
errors and improve health outcomes. A major element of this work has involved defining
and measuring quality and developing indicators of performance to compare hospitals
across the country.
Following the Institute of Medicine (IOM) reports, To Err Is Human and Crossing
the Quality Chasm, several studies were conducted to ascertain how quality within the
hospital setting could be appropriately measured.7 Perhaps the most far-reaching of these
studies was the High Performers Special Study (HPSS), supported by the Centers for
Medicare and Medicaid Services (CMS).8 The goal of the HPSS was to develop and
implement a methodology for defining quality performance and identifying high-
performing hospitals and the practices and characteristics that set them apart from other
hospitals. Using quantitative performance data on acute myocardial infarction (AMI),
congestive heart failure (CHF), and pneumonia, the researchers identified high-
performing and non-high-performing hospitals throughout the nation. Based on in-depth
interviews with 110 key informants at six matched pairs of high and non-high performers,
four common quality improvement models of high-performing hospitals were
differentiated according to various aspects of culture, technology, responsibilities,
priorities, and targets. Within these four models, the researchers further identified specific
basic and high-leverage change ideas. In addition to developing methodologies for
scoring hospitals on their performance and levels of leadership effort and commitment to
quality improvement, the authors found that achieving high levels of quality in hospital
performance requires an approach that actively creates links between the quality
improvement dimensions of responsibility/involvement/reward; communications; quality
management strategies; clinical management strategies; and monitoring.
In other important research, Ashish Jha and colleagues found major disparities in
quality not only across regions and different types of hospitals, but also within hospitals
across different conditions and disease states.9 The research team looked at 10 measures
that reflect quality of care for AMI, CHF, and pneumonia. The authors finding regarding
inconsistency of quality within the walls of an individual hospital raises a new set of
2
questions about how to accurately assess the overall quality of a hospital, and how best
practices can be transferred from one department to another within an institution.
they devise and update the right in-house processes for quality improvement; and
A number of hospitals and health systems have put such practices in place, often
supported by information technology to assist physicians and patients. Others have
instituted an explicit quality-related mission and aggressive quality-related targets;
emphasized selective hiring, credentialing, and re-credentialing; instituted an iterative
process of discovery followed by corrective actions and accountability; and invested in
tools to abstract medical records, analyze data, and facilitate the improvement process.
In 2005, a survey of hospital chief executive officers from more than 100 top
national benchmark hospitals shed additional light on characteristics of high performance,
particularly in the area of culture development and staff recruitment and retention.
Findings included:
CEOs of top national benchmark hospitals are more likely to be promoted from
within and have more operational experience and reach higher levels of education
than their counterparts at other hospitals. Additionally, they more often promote
from within to form their senior leadership teams.
With the passage of the Medicare Modernization Act of 2003 (MMA), movement
toward establishing a national P4P program is evident. The MMA established a small
financial incentive, 0.4 percent of payments, to motivate hospital reporting on 10 quality
indicators for AMI, CHF, and pneumonia. These data are currently submitted by almost
all acute care hospitals, creating an easy jumping off point for CMS to implement this
strategy. The recently enacted Deficit Reduction Act increased the financial incentive to
2 percent and allows the Department of Health and Human Services to expand or replace
4
measures. Further, the Administration will soon require all health care providers who
receive federal funds to adopt quality-measurement tools and uniform information
technology standards. Since the MMAs passage, the federal government has also
conducted P4P demonstration projects for hospitals and physician groups. Some observers
predict that Congress will soon pass legislation phasing in P4P for CMS programs, which
will affect physicians, hospitals, and health plans.
5
II. CASE STUDY ANALYSIS:
WHAT IT TAKES TO BE A TOP IMPROVER IN QUALITY
METHODOLOGY
The researchers relied on a number of criteria in selecting the four hospitals for case study.
We used a list developed in our quantitative analysis (led by Eugene Kroch and Michael
Duan of CareScience, Inc.) of the 100 top-improving hospitals in quality-related measures
among the nearly 3,000 acute care hospitals in the database.16 That is, these hospitals
showed the biggest improvement compared to where they started. We further narrowed
the potential pool by identifying those hospitals showing steady improvement over the
three years (20022004), giving us greater confidence that the hospitals were experiencing
a true improvement trend rather than a more haphazard updown or downup
pattern. We also eliminated from our list those hospitals showing a decline in efficiency
over the period.17
From the remaining pool, we identified a subset of institutions that would offer
some diversity in institution size, geographic location, demographic served (urban, suburban,
or rural), and teaching versus non-teaching status. We then contacted representatives at
the hospitals (generally the director or vice president of quality management), described
the study, and requested their participation. Each hospital that agreed to participate
received a detailed interview guide, which was developed by the researchers based on
findings from our previous work as well as current literature on hospital quality,
performance improvement, patient safety, and error prevention (see Appendix).18
Beth Israel Medical Center in New York City: very large, northeast, urban, teaching;
St. Marys Health Care System in Athens, Georgia: small to mid-size, southern,
suburban, non-teaching.
The research team conducted interviews with multiple individuals who were working
at the hospitals and involved in the clinical and quality processes that were developed and
implemented during the 20022004 study period. These generally included the director
and vice president of quality management, the CEO, the director of nursing and/or the
6
medical director or physician champion, and a director of marketing. A site visit was made
to Beth Israel Medical Center, with interviews held with staff in person; telephone
interviews were conducted with representatives at the other participating hospitals.
The four case studies included in this report are meant to provide examples of how
certain hospitals addressed their concerns over quality of care and patient safety for their
population. Clearly, the small sample is not meant to be generalizable to all hospitals. But
by examining the cultural, organizational, and structural changes that took place and
strategies that were implemented, the qualitative portion of this study seeks to draw
connections between changes in processes and positive outcomes. It is also intended to
provide examples of innovative ideas and lessons learned in the implementation process for
other institutions. We caution against citing any one of these strategies as the single cause
of higher quality or efficiency scores as reflected in these data. Rather, we hope to
illustrate common themes across a varied set of hospitals and suggest a set of factors or
ingredients that together contribute to improvements in quality over time.
Organizational/
Structural
Trigger(s)
(bad publicity, Changes
new leader, (QI committees and Problem
alarming declines) investments, nurse Identification
empowerment, hospitalists,
nurturing champions) and Solving
(tracking measures,
multidisciplinary QI teams,
root cause analysis,
accountability for results)
Better Outcomes
(reduced errors, complications,
Practice Changes
mortality, costs and higher satisfaction (new protocols, procedures,
reinforces commitment to change) clinical guidelines, pathways)
7
The change process begins with a trigger event that awakens the hospital to a new
drive for quality. This impetus leads to organizational, cultural, and structural changes such
as establishment of teams or committees that focus on issues related to quality
improvement (QI), additional staff and responsibilities for the QI department, and/or new
investments in health information technology. In addition, these changes help spread a
culture of quality by equipping the institution to identify problems and develop solutions,
often using a team approach to root cause analysis. The solutions found typically involve
the development of evidence-based clinical guidelines, pathways, and protocols or new
administrative and support service techniques. The overall result of these efforts is
improved outcomes. These may be process outcomes such as reduced waiting time in
emergency departments, improved reputation or financial performance, or final health
outcomes such as reduced complications, morbidity, and mortality. Better outcomes lead
back to a greater intensity of QI work by becoming in effect new triggers. That is,
success reinforces the logic and commitment to QI efforts.
At Beth Israel, a set of medical errors with tragic results made national news,
serving as a wake-up call and leading the hospital to take a close examination of
and make major changes in its approach to quality control.
At Rankin Medical Center, a new CEO with a vision centering on patient service
and quality was hired during the first year of the study period, and very quickly
transformed the culture to one of continuous quality improvement.
At Legacy Good Samaritan, the hospital experienced an increase in both lengths of
stay and readmissions to the hospital. At the same time, the clinical director for
quality improvement became aware of the role that hospitalists and intensivists
could play in promoting a multidisciplinary care environment.
At St. Marys Health Care System, a new CEO, coupled with a downward
spiraling market share for heart surgery and obstetrics, motivated administrators
8
and clinical staff to implement evidence-based protocols and increase the use of
available health information technology.
Beth Israels health system formed the Committee on Quality Care just prior to the
study period. This gave the board of the parent health system a forum for demanding
from each member hospital certain performance-related data, with comparisons to
their past performances, to each other, and to benchmarks. Beth Israel also created
a Critical Care Coordination Committee to examine standards (e.g., Institute for
Healthcare Improvement data) and develop new protocols in problem areas.
Also just prior to the study period, and shortly after Legacys intensivist and
hospitalist services started, the hospital recommitted to strengthening the role of
their Critical Care Committee, which took responsibility for identifying problem
areas and creating subcommittees to address them.
Rankins Quality Steering Council is considered a driving force for QI. Composed
of hospital leadership from the medical staff, administration, Advisory Board, and
nursing staff, the Council determines whether a problem identified warrants further
investigation and team problem-solving, then monitors status to ensure results.
St. Marys Quality Council meets monthly to examine data that are presented by
all of its committees: AMI Core Measures, heart failure, stroke, pneumonia,
patient safety, infection control, grievances and patient satisfaction, medical errors,
and falls. It uses these data to identify problem areas and discuss new strategies for
quality improvement as well as strategies for translating existing programs that are
working for one condition or one hospital department across the institution.
9
tracking performance indicators;
educating the staff about performance trends within the hospital, best practices
from the outside, and effective methodologies for improving quality (one-on-one
discussions and small group sessions, such as two-day, 24-person training in
continuous quality improvement, were seen as very effective; emphasis on quality
during new employee orientations was also considered important);
educating patients about basic safety procedures (both in hospital and at home) and
about what questions they should be asking their caregivers; and
The QI departments were given new responsibilities, such as reporting adverse outcomes
to the state. In one case, a new vice president position was established to oversee QI and
related areas. These changes helped to raise the visibility and status of QI in the hospitals.
At Rankin, the CEOs open door policywith his open office literally across
the hall from the physicians loungeencouraged the clinicians to voice their
concerns. Importantly, the physicians began to feel more confident that sharing
quality concerns with administration would be taken seriously and acted upon.
At St. Marys, bedside nurses were empowered to coordinate care for patients,
identify areas where quality standards could be improved, and facilitate improved
diagnosis-related group (DRG) coding.
10
Creating Multidisciplinary Teams
Another common strategy that corresponded to the study period was the establishment of
multidisciplinary teams. The team approach was adopted for patient care and to address
specific quality problems. For example:
It is important to note that these teams include individuals who are both
knowledgeable about and involved in the issue so that they are able to understand the
underlying causes of the problems and devise and test solutions. Also, interviewees at a
few of the hospitals said that staff were much more likely to adhere to new procedures and
processes if they:
It was also important that these teams were held accountable. If improvements were
not seen, the team would be tasked to come up with another strategy until something worked.
One of the hospitals promoted a team mentality by training nurses aides to take
on greater patient care responsibilities and redefining the roles of housekeepers,
transporters, and other staff to better support floor nurses.
11
Identifying and Nurturing Champions
All four hospitals reported that having leaderswhether they are nurses, doctors, or
administratorswho champion a new strategy or protocol is critical to its success. The
hospitals created environments where staff are encouraged and empowered to identify
new problems and to take on this champion/leader role. For example, St. Marys actually
named a physician and nurse champion for each of its new programs, and hired clinical
nursing directors to further nurture quality champions among the nursing staff. Beth
Israels Department of Medicine developed a new position: the division chief of quality.
The physician selected for this position worked with other physicians and residents to
develop protocols to address deficiencies in processes and outcomes. As the hospitals
current CEO put it, It helps to pay people to focus on quality.
Beyond national reporting requirements, Beth Israel and St. Marys also participate
in state-based data reporting. St. Marys reports data to the Georgia Hospital Association
and has participated in its quality and accountability rankings.
12
Commitment and Action from Top Leadership
Representatives of all of the hospitals stressed the importance of commitment to quality
improvementboth in words and deedfrom the top of the organization, particularly
the CEOs. From emphasizing quality in opening remarks to new employees, to stopping
in the hallway to pick up trash, the CEOs communicated a culture of quality to staff. Such
behaviors must be accompanied by commitment of resources to quality, including
investments in state-of-the-art diagnostic equipment and information technology, and to
the QI process, in terms of adequate staffing for the QI department.
departmental quality plans and establishment of specific goals, for both the short
and long term;
strategies for reducing patient falls and need for patient restraints; and
See the case study reports in Section III for further examples.
BETTER OUTCOMES
The four institutions reported significant improvements in a variety of areas. They
generally involved better processes and health outcomes as well as improved hospital
reputation and staff morale, all of which, according to the interviewees, eventually led to
an improved bottom line. Specific changes in outcomes are discussed in more detail in
each of the case studies, but examples cited by interviewees include the following:
13
process/operations: fewer delays in test results, faster patient flow, easier and more
efficient data sharing and recording, fewer medication errors;
bottom line: decreased costs per hospitalization and length of stay for certain
conditions; increased admissions and/or market share.
CHALLENGES
Though each of the four hospitals faced a few barriers specific to their situations (described
in the case study reports), there were some major challenges faced by all of the hospitals,
suggesting that these are universal issues that most hospitals will face during the change
process. The ways the hospitals addressed these challenges should be instructional for
other hospitals.
14
Maintaining Higher Quality While Continuing to Make Improvements
Despite all of the hard work they are doing to improve quality and patient safety, there is
no time for hospitals to bask in their success or rest on their laurels, according to one
interviewee. As soon as one protocol is tested and implemented, there are other conditions
or issues to be tackled. At the same time, they must keep up with the evidence base for
the conditions already addressed to ensure that they maintain high standards of care.
LESSONS
Among the lessons learned at each of the case study hospitals are the following:
Set short-term attainable goals and celebrate successfully achieving them. That is, make it
easy for clinical staff to see the immediate effects of their efforts in using new
protocols or practices, and publicly acknowledge individuals who are achieving
improvements. Use posters, newsletters, parties, prizes, or similar tactics to
illustrate and reward progress on QI efforts. Physicians, typically described as
competitive, are particularly motivated by comparisons with others. Clearly,
accurate and ongoing measurement is critical for this to occur.
Keep the staff involved in problem identification and problem-solving. Create a safe
atmosphere for staff to identify problems and make complaintsthey must know
that their voices are being heard. Encourage buy-in by involving staff in finding,
testing, and implementing solutions. This requires valuing everyones experience,
from the support staff to nurses to physicians to administrators.
Nurture dedicated leaders and champions. Change requires leaders dedicated to QI,
not just managers who will do the minimum that the job requires, as one
interviewee put it. In addition to acquiring senior staff (CEOs, medical directors,
or nurse directors) who are quality champions, create a culture where anyone can
become a QI leader, and all are encouraged to do so.
Balance quality and financial goals. Improving quality often requires an increase in
expenditures, and may or may not result in reduced costs over the short term.
Rather than depending on a business case, hospital leaders need to balance QI and
cost reduction, along with service goals, to drive improvements in all of these
15
areas. Over the long term, improved quality and services should enhance market
share and result in growth and improved financial performance.
Ensuring accuracy and clarity of public reporting, and educating consumers. Public policy
can also play a role in monitoring public reporting to ensure that measures are
accurate and presented in a clear way. Also, government could help educate
consumers in interpreting the information and using it appropriately.
Supporting carrots for P4P providers. Public policy could support development of
pay-for-performance programs, preferably those that offer bonuses for reaching
goals, rather than using a punitive stick approach. States could follow the lead of
Pennsylvania and Arkansas, which have implemented P4P for inpatient care
through their Medicaid programs.19 Government could provide education and
incentives such as tax credits for malpractice insurance premiums to providers who
participate in such programs. That is, providers seem to want an incentive to
participate in P4P programs, and then additional incentives for good performance.
Documenting and publicizing quality issues. Public policies that are viewed as helpful
to QI efforts include reports that document and publicize quality problems (e.g.,
IOM reports) and public reporting of quality data (e.g., new Medicare
requirements) that will eventually help consumers make informed choices.
The following sections summarize what we have learned from interviews with
representatives of four hospitals that displayed significant quality improvement over the
20022004 study period.
17
CASE STUDY: BETH ISRAEL MEDICAL CENTER
SETTING
Beth Israel Medical Center is a very large, full-service tertiary teaching hospital located in
New York City.20 Its main division, the focus of this case study, was founded on
Manhattans Lower East Side in the late 1800s to serve vulnerable populations in the
community. It now serves a wider patient population, and the main division has about
1,080 staffed beds. Beth Israel is part of the Continuum Health Partners system, a not-for-
profit integrated health services network including five hospitals (seven hospital facilities)
in the New York metropolitan area.
We selected Beth Israel Medical Center because our analysis of Medicare data over
20022004 (the study period) identified it as among 100 hospitals showing greatest
improvement in a quality index based on risk-adjusted mortality, morbidity, and
complication rates. Though it began with a high ranking compared with other hospitals, it
showed continued, steady improvement through the study period to reach a very high
ranking compared with other hospitals in 2004. Also, the selection of Beth Israel provided
diversity among our case study sites by including a very large, not-for-profit urban
teaching hospital.
In addition, Beth Israel has its own hospital QI Committee, for which the CEO,
chief medical officer, vice president for QI, director of QI, directors of support
departments, key physicians, and two trustees meet each month to examine trends in
quality measures and set priorities.
Also, the hospital established a new vice president (VP) position to oversee the
QI and related departments. This VP reports to the chief medical officer (CMO), and
from the start has interacted with the CMO on quality issues nearly every day. According
to the VP, [The CMO] is intimately involved in QI projects and every root cause
analysis performed.
Also around 2002, Beth Israel began to adopt the JCAHO Core Measures associated
with heart failure, AMI (heart attacks), and pneumonia.22 This both reflected and contributed
to a culture shift, as data were fed back to the chief of quality, who then developed care
maps and questioned physicians when some measures were not up to standards.
Further, at the beginning of each year, each hospital department develops a quality
plan containing specific goals. The QI coordinator assigned to the department may suggest
goals related to areas that the data indicate are in need of improvement. To address a
specific problem, the department creates a QI committee (on the nursing units they are
called leadership teams) composed of appropriate individuals who deal with the issue as
well as the QI coordinator. Together, this group studies the problem, conducts root cause
analysis (when necessary) to understand the basic factors behind the problem, examines
potential solutions (often looking at best practices), recommends a course of action, and
implements the new policy or procedure. The department chairman is responsible for
achieving results.
20
Commitment from the Top
A strong sentiment among those trying to improve quality at Beth Israel Medical Center is
that the most essential ingredient for success has been commitment and action from the
topthe CEO, CMO, Board of Trustees, and the physician and nurse champions. Not
only did the board and executive administrators establish new committees, positions, and
procedures related to quality, but they illustrated their commitment by example on a daily
basis, worked with clinical departments to effectively communicate what was expected of
them, and provided resources to obtain tools and personnel needed to do the job right.
Through these actions, hospital leadership established quality as an institutional priority.
As noted above, the JCAHO Core Measures introduced during the study period
served as a key focus of QI efforts at Beth Israel. Other outside standards used at Beth
Israel are those developed by professional organizations, and national or regional
benchmarks. Consultants have been brought in as well, and have generally been taken
seriously by hospital personnel.
Although not a factor during the 20022004 study period, hospital leaders mention
that the current CMS pay-for-performance initiative (based on Core Measures) is now a
strong impetus for improving performance. In general, the QI leaders believed that people
pay attention to publicly reported information on hospital performance.
MONITORING RESULTS
Beth Israel measures its success in QI by tracking such data as mortality, Core Measures,
patient satisfaction, and other information that may be specific to certain departments or
conditions. With the help and coordination of QI personnel, all departments see data on
21
their own performance, along with comparisons with past data, sister hospitals (in the
Continuum system), and regional or national benchmarks. Beth Israels information
technology was not very advanced during the study period. Yet, reporting of the Core
Measures through a streamlined, Web-based system beginning around 2002 facilitated QI
by providing more accurate, user-friendly data. The departments present the data across
(to the departments) and up the hospital chain to the hospital leadership and the Board
of Trustees.
To help engage nurses specifically, the hospital created a forum for the nursing
department to demonstrate ways in which nurses can affect quality of care. It was critical
for nursing leadership to be engaged and supportive of the changes. Also, the QI director
attended nurse manager staff meetings, using poster boards and other techniques to explain
measures, data, and trends.
Most instrumental for getting the physicians on board was the involvement of the
physician leadership. The chief medical officer and the division chief of quality were true
champions of quality. They engaged the medical staff in the Core Measures, and drove
efforts based on evidence-based medicine. Another effective strategy for getting physician
buy-in was to allow physicians to choose their own indicators; this gave them more
22
control and ownership of the QI process. It was also noted that while a few old world
physicians never quite embraced QI philosophy, a new generation of clinicians was
generally more open to it.
The transfer of state reporting dutiesalong with a broader shift in emphasis from
risk management to quality improvement described aboveresulted in tension between
these two departments initially. It took time, as well as handholding and an emphasis on
inclusiveness in the QI process, to diminish the rift.
FINANCIAL IMPLICATIONS
Beth Israel leadership stressed the importance of balancing financial and quality goals.
Improving quality often requires an increase in expenditures, and may or may not result in
reduced costs over the short term. Some interventions, such as reducing infection rates, do
have near-immediate cost savings in terms of reduced resources expended and reduced
length of stay. Other QI interventions do not have an immediate financial payoff. Rather
than depending on a business case, therefore, hospital leaders need to balance QI and cost
reduction, along with service goals, to drive improvements in all of these areas. Over the
long term, improved quality and services should enhance market share and result in
growth and improved financial performance.
23
LESSONS
It Takes Time
Once a commitment is made, systems are restructured, and resources are invested, it still
takes time to see results. It takes time to build a QI staff, get line staffincluding nurses,
physicians, and other hospital personnelon board and motivated, investigate weaknesses,
develop action plans, and incorporate new procedures on a systematic basis before seeing
changes in practices or health status. Thus, it is important to be patient but unrelenting,
and gauge progress with process indicators as well as outcomes.
Standardization Is Needed
Currently, Beth Israel and other hospitals have many different options and requirements
related to performance measurement from reputable sources such as CMS, JCAHO, the
Institute for Healthcare Improvement, and the Leapfrog Group. Each of these sources has
developed indicators, but they are not uniform, and this can be confusing and complicated
for hospitals. Public policy could facilitate the QI process by helping to test and standardize
performance measures, and to limit them to those that make the greatest impact.
QI leaders at Beth Israel suggest that public policy can also play a role in
monitoring public reporting to ensure that measures are accurate and presented in a clear
way. Government could educate consumers in interpreting the information and using
it appropriately.
ACKNOWLEDGMENTS
The authors would like to thank the following individuals at Beth Israel Medical Center
who generously offered their time and insights for this case study: Joanne Coffin, vice
president, administration; David Shulkin, M.D., president/CEO; Mary Walsh, R.N.,
chief nurse, director of patient care services; and Donna Wilson, R.N., M.P.H., M.S.J.,
C.P.H.Q., director of quality improvement.
24
CASE STUDY: LEGACY GOOD SAMARITAN HOSPITAL
SETTING
Legacy Good Samaritan (LGS) hospital is part of the Legacy Health System (LHS), which
includes two tertiary hospitals, three community hospitals, the largest childrens hospital in
Oregon, as well as primary and specialty care clinics, hospice care, and a full-service
research facility.24
We selected LGS because our analysis of Medicare data over 20022004 (the
study period) identified it as among 100 hospitals showing greatest improvement in a
quality measure based on risk-adjusted mortality, morbidity, and complication rates. LGS
displayed marked improvement during the study period in both quality and efficiency
measures. Within Legacy Health System, LGS is considered the testing ground. It is
where many new protocols are implemented and evaluated before being rolled out across
the system. The hospitals patient mix includes 42 percent privately insured patients, 46
percent Medicare, 8 percent Medicaid, and 4 percent uninsured.
It was becoming clear at that time that patients were receiving fragmented care due
to the inability of the hospital staff to gather information from the admitting private
practice physicians, who were often busy with their office patients. While residents
traditionally filled that role, the state had recently passed legislation limiting the number of
consecutive hours residents could work. Senior management began to consider developing
an integrated delivery system in the Kaiser Permanente model, where all physicians are
25
hospital employees, in order to solve this efficiency problem and improve quality at the
same time. Senior management came to view the hospitalist system as the new age of care
delivery, one that would offer benefits both in terms of quality of care and potential cost
savings.27 Bringing hospitalists and intensivists, or hospitalists who specialize in the care of
critically ill patients, into the system led to a more multidisciplinary approach to care.
Recruitment of Hospitalists
As noted above, LGS began to hire hospitalists and intensivists, which significantly changed
patient care and coordination. As more of these providers were recruited, they drove a
cultural shift in the institution that allowed for a more multidisciplinary approach to care.
The new CCC became a functional forum for the development and testing of
policy and procedures in an efficient way. Today, the CCC and other committees and
councils develop not only new policies and procedures, but also the processes for
implementing and evaluating them. The rollout and implementation of these procedures is
then done on a hospital-by-hospital basis.
26
Systematic Implementation of Best Practices
LGS developed a step-by-step process for putting new protocols that reflected best
practices onto the hospital floor. The establishment of a protocol to lower the incidence of
hyperglycemia illustrates the multilayered and thoughtful process that developed slightly
prior to and during the study period. In 2001, the hospitals quality department became
aware of the impact of good glucose levels on patient outcomes. It pulled together
representatives from the intensivist service, quality improvement, nurses, endocrinology,
and pharmacy to create a CCC subcommittee that could come up with new ideas for how
to lower blood glucose levels in certain patients. The first step was to develop a protocol
for managing hypoglycemia in the ICU. They got buy-in for the draft protocol design
from the CCC and ICU, and developed training procedures for ICU doctors and nurses.
When the protocol was rolled out at LGSs ICU, results were apparent immediately. Staff,
however, were extremely dissatisfied with the protocol and were given a public forum in
which to vent their feelings (discussed further below). The subcommittee brought the
protocol back to the CCC, where it was completely reengineered to reflect staff concerns.
Interviewees noted that in the process of modifying the protocol, additional research came
out on the optimal blood glucose levels for improving patient outcomes, which allowed
them to update the protocol according to the latest evidence.
Another example is the development of a best practice bundle (BPB) for critical
care, which was tested in LGSs ICU. The BPB includes a checklist of best practices
addressing respiratory care, ventilator-associated pneumonia, sepsis, deep vein thrombosis
(DVT) prophylaxis, and peptic ulcer prophylaxis, which the multidisciplinary team is
supposed to complete for each patient in the ICU. Team members are given a check sheet
on which to mark whether the patients bed was elevated, whether they took the DVT
and peptic ulcer prophylaxis, and other steps. While originally recorded on paper, the
system is now computerized, and managers can check compliance rates every day. Critical
care BPB has decreased the rate of ventilator-associated pneumonia: before implementing
the BPB, the LGS ICU experienced 11 patients that developed ventilator-associated
pneumonia per 1,000 ventilator days; post-BPB, the rate dropped to two patients per
1,000 ventilator days. Because of the success of the critical care BPB, LHS is working on a
surgical care best practice bundle to meet the goals of the Surgical Care Improvement
Project (SCIP), a national collaborative to address surgical complications with the intent of
decreasing those complications by 25 percent by 2010. There are also potential plans to
develop a womans best practice bundle focusing on perinatal care, based on
recommendations from the Institute for Healthcare Improvement.
27
Prioritizing the Role of Bedside Nurses
Administrators realized in 2001 that the role of bedside nurses was critical to any quality
improvement initiatives they would hope to implement. Thus, with every new protocol
tested, they began with an education and training module for these nurses. A significant
portion of the training focused on helping nurses understand the effect they can have on
patients health outcomes. The training also focused on empowering nurses to collaborate
with and encourage doctors who were not following the new protocols. Establishing goals
for nurses helped motivate them to push physicians who were still using the old
methods. When those goals were reached (e.g., a significant reduction in pneumonia rates),
it was widely noted throughout the hospital and the nurses were celebrated. Creating this
nurse-centric culture has had a cyclic effect on the way quality improvements are handled,
with nurses now being a major source of new strategies for improvement.
28
MONITORING RESULTS
National Measures and Collaborations
LGS and the entire Legacy Health System use a variety of measures to monitor quality
improvement for various conditions. They collect data according to the 17 National
Hospital Measures, which evaluate how well hospitals are providing recommended
treatment for heart attacks, heart failure, and pneumonia.28 Heart attack measures include
such actions as providing aspirin and beta blocker at arrival and discharge, and offering
smoking cessation advice and counseling. Pneumonia measures include timing of
antibiotic dispensing, oxygen assessment, and pneumococcal screening and vaccination if
necessary. In addition, LHS reports performance data in accordance with the Hospital
Quality Alliance, the National Quality Forum, JCAHO, CMS, the Leapfrog Group,
Patient Voice, and others that relate to specialty organizations.29
Since the 20022004 period, Legacy Health System has been participating in
additional national quality and patient safety efforts, such as the Institute for Healthcare
Improvements (IHI) 100,000 Lives Campaign, which as of June 14, 2006, prevented
122,300 avoidable deaths and institutionalized new standards of care. LHS is implementing
all six of the interventions recommended by IHI.30 LHS is also continuously working to
implement the annually updated JCAHO National Patient Safety Goals.31
Regional Efforts
Since 2005, LHS has participated in the Washington State Hospital Association Safe Table
Learning Collaborative, which is a statewide patient safety program focused on improving
rates of hand hygiene among health care workers by involving patients as partners in their
own care and on implementing rapid response teams.32 It has also been a member since
2005 of the Oregon Patient Safety Alliance, which aims to improve care through the use
of evidence-based practices for AMI, CHF, pneumonia, and surgical care.
29
FINANCIAL IMPLICATIONS
Initial Financial Challenges
The hiring of hospitalists and intensivists was the engine that drove LGSs initial
movement into quality improvement. Yet when this move was considered initially, there
were significant financial barriers. These practitioners were expensive to employ, and it
was approximately two years before their reimbursement levels matched what the health
system spent on them. The benefit to the system, however, was considered worth more
than the cost in that it enabled LHS to build a foundation of coordinated,
multidisciplinary care. As senior management predicted, patients cared for by hospitalists
have shorter lengths of stay and end up costing the hospital lessdespite the fact that
hospitalists tend to care for a sicker population than does the private practice community.
In terms of the overall financial picture, quality improvement does not have its
own budget line item. QI initiatives are viewed as an aspect of coordinated care and, as
such, funding for these initiatives is integrated into the hospitals operating budget.
LESSONS
Emphasize the Effectiveness of New Protocols and Celebrate Success
LHS made implementation of new protocols the central focus of its push to improve
quality of care and patient safety, requiring staff to change already-established practices and
protocols. The leadership recognized the importance of the human factor in making these
new efforts successful, and for each new protocol, they designed ways of measuring
immediate effectiveness. One example was taking daily counts of improved hypoglycemia
levels, which made the staff (particularly the bedside nurses) feel that they were making a
real and powerful difference in patients lives. Nurses were (and continue to be) celebrated
with parties and other morale-boosting events when they reached department goals.
30
the table in order to create a multidisciplinary care continuum. To do so, they committed
to viewing all staff experiences as inherently valuable. This in turn led to buy-in from the
staff, who felt their needs and voices were heard.
ACKNOWLEDGMENTS
The authors would like to thank the following individuals at Legacy Health System who
generously offered their time and insights for this case study: Mark Kestner, clinical vice
president for quality; Lewis Low, M.D., F.A.C.P., medical director, inpatient medicine
service; and LuAnn Staul, M.N., R.N., C.N.S., C.C.R.N., director, critical care nurses
and critical care system.
31
CASE STUDY: RANKIN MEDICAL CENTER
SETTING
Rankin Medical Center (RMC) in Brandon, Mississippi, is a small community hospital
with about 90 active acute care beds and serving five rural and suburban counties.33 In
1997, RMC was converted from a county-owned facility to a member of a for-profit
health system, Health Management Associates, Inc (HMA).34 RMC is not officially a
teaching hospital, but does have some residents in a few specialties. Its patient mix is 51
percent Medicare, 12 percent Medicaid, 26 percent commercial, and 9 percent self-pay.
We selected RMC because our analysis of Medicare data over 20022004 (the
study period) identified RMC as among 100 hospitals showing greatest improvement in
a quality measure based on risk-adjusted mortality, morbidity, and complication rates.
RMC displayed marked improvement on a steady basis over the study period, suggesting a
true trend as opposed to a one-year aberration. Also, selection of RMC provided diversity
among our case study sites by including a small, non-urban southern hospital that is a
member of a large, for-profit health system.
32
ACTIONS TO IMPROVE QUALITY:
ORGANIZATIONAL AND STRUCTURAL CHANGES
New QI Expertise and Expansion of Activities
Soon after the arrival of the new CEO, the administration and director of quality/risk
management decided that the QI department needed more staff with a background in
clinical pathways and evidence-based medicine. In 2002, RMC hired a performance
improvement coordinator (PIC) who met this description.
The new PIC became very involved in patient and staff education. She helped
develop clinical pathways and improve educational materials given to patients, using
reputable outside sources recommended by CMS, the National Patient Safety Foundation,
and JCAHO. Along with the hospitals Education Department, she coordinated education
to clinical staff on best practices in safety measures such as how to reduce errors and
prevent infections. The PIC also became involved in the states quality improvement
organization, working collaboratively and sharing best practices with other hospitals in the
region and state.35
33
Figure 2. Prioritization Grid
Point Improvement Improvement Improvement Improvement
Impact Areas Value Opportunity Opportunity Opportunity Opportunity
1. Life-Threatening 10
2. Potential for Complications 8
3. Safety 8
4. Increased Cost 5
5. Decreased Customer Satisfaction 5
6. Potential Liability 5
7. Impacts Regulatory Compliance 8
8. Ethical Impact 2
9. Public Relations 2
Total Points
Guidelines
SCORE: 05 Trend Data
610 Refer to Department/Chairperson/Manager for Action
1115 Refer to Key Management
1625 Possible Performance Improvement Team
>25 Recommended Performance Improvement Team
34
health care, indicates that the problem warrants closer investigation, the Council engages
in the FOCUS-PDCA Model, a nine-step process guide to quality improvement (also
adapted from other industries):
With support from the health system, RMC made major improvements to the
physical plant beginning in 2002. The new CEO believed that quality begins with a clean
and physically appealing facility, which creates an expectation of quality throughout the
organization. In 2003, RMC obtained new software that enabled medication orders to be
sent to and received in the Pharmacy Department via e-mail. This led to a reduction in
medical errors related to order transcription. Also, the hospital acquired imaging and lab
programs that gave physicians access from their offices to a patients lab and X-ray results
as well as transcripts of reports from other physicians.
The CEO maintains that achieving a warm and friendly atmosphere, the key to
customer service, translates into higher quality and can be achieved only if employees are happy.
He is dedicated to treating employees well, and listening to and addressing their concerns.
36
quality improvement fairs, reports, and other means. As the DQM put it, we need to
keep quality on the front burner.
MONITORING RESULTS
A quality review nurse conducts concurrent chart reviews, examines external indicators
such as Core Measures, and tracks a variety of internal measures related to PI team
initiatives. RMC has tracked, for example, transport time for AMI patients, the number of
emergency department patients who return with the same symptoms, and the time for
getting an EKG for patients with chest pain. During the study period, the hospital noted
improvement in many areas, including a reduction in patient falls and infection rates,
decrease of door-to-drug time for antibiotic administration, and increase in pneumonia
vaccination for eligible patients. In 2004, the last year of the study period, RMC received
a State Quality Award from Mississippis QIO.
Follow-up and monitoring of PI team initiatives are the responsibility of the team
members assigned to a project, with results sent to the Quality Steering Council, Medical
Executive Committee, and the Advisory Board. New solutions and procedures that are
proved successful are communicated up to executive committees and down to staff
through managers. Because RMC is a small hospital, changes in one department are
quickly adopted by others. If improvements are not seen, the team revises its action plan
and goes back to work until the problem is fixed. Some teams stay together for a short
period, while others, such as those addressing patient falls and medication errors, are
maintained over the long run.
37
There also was some resistance by nurses who had no time for additional
quality-related activities. In response, RMC got the nurses involved in the QI process and
problem-solving, and showed them that such changes could actually make a difference in
patient safety. It was also important not to burden the nurses with paperwork. Over time,
these efforts resulted in most nurses and physicians viewing performance improvement as
part of their daily routine.
During the study period, RMC began to prepare for new accreditation reporting
requirements on Core Measures to JCAHO.37 This process inspired both nurses and physicians,
who took pride in their work and wanted the hospital to compare favorably to others.
FINANCIAL IMPLICATIONS
According to hospital representatives, improvements in quality have resulted in successful
physician recruitment and the addition of new services. The hospitals image has steadily
improved in the community it serves. This in turn has attracted patients who in the past
might have chosen other hospitals for their care.
LESSONS
Emphasize Transparency and Celebrate Success
Interviewees deemed it important to recognize and remind personnel that the hospital is
not perfect, and that there continues to be areas in need of improvement. Keeping the
staff involved in decision-making and aware of progress contributed to better results.
ACKNOWLEDGMENTS
The authors would like to thank the following individuals at Rankin Medical Center who
generously offered their time and insights for this case study: Rhonda Parker, performance
improvement coordinator; Davis A. Richards III, CEO; and Margaret Stubblefield,
director of quality/risk management.
38
CASE STUDY: ST. MARYS HEALTH CARE SYSTEM
SETTING
St. Marys Health Care System recently celebrated its 100th year of service in Athens,
Georgia. Located 70 miles from downtown Atlanta, it operates 165 beds (with a capacity
of 195), and has about 10,000 inpatient admissions annually. It is a member hospital of
Catholic Health East (CHE), which operates in 11 states from Maine to Florida. Their
patient population is 41 percent managed care, 37 percent Medicare, 12 percent Medicaid,
and 8 percent uninsured.
We selected St. Marys because our analysis of Medicare data over 20022004 (the
study period) identified it as among 100 hospitals showing greatest improvement in a
quality measure based on risk-adjusted mortality, morbidity, and complication rates. St.
Marys displayed marked improvement during the study period in terms of both quality
and efficiency measures.
39
ACTIONS TO IMPROVE QUALITY:
STRUCTURAL AND CULTURAL CHANGES
Creation of Patient Safety Committee and Quality Council
Following the release of the IOM report, To Err Is Human, St. Marys created a physician-
led, multidisciplinary, Patient Safety Committee. Its mission was to bring the hospitals
practices in line with the JCAHO Quality Measures National Patient Safety Goals and to
address other issues related to patient safety in order to enhance the quality of care. While
the committee does not necessarily oversee all QI efforts, its establishment elevated these
issues and reflected their higher priority in the hospitals changing culture.
The Quality Council was reorganized in 2004. Chaired by the director of quality
and performance improvement, the council includes senior leadership as well as
department directors. It meets monthly to examine data presented by all of its committees:
AMI Core Measures, heart failure, stroke, pneumonia, patient safety, infection control,
patient grievances and satisfaction, medical errors, and falls. The council uses these data to
identify problem areas and discuss new strategies for quality improvement as well as
strategies for translating existing programs that are working for one condition or
department across the institution. The actively involved Board of Directors receives a
quarterly quality report providing a top-level overview with key metrics, which they call
the dashboard.
Interviewees noted that St. Marys is a community hospital and, as such, responds
to situations raised by the community population it serves. Recently, Athens was listed in
a national magazine as one of the top five places to retire; subsequently, hospital staff have
begun to plan for the types of care and services required by the 55-and-over population.
It is predicted that this population will grow by 42 percent in the county over the next
few years.
40
improvement (PI) solution that is developed utilizes evidence-based medicine and
research. For every new Core Measure or PI project tackled, St. Marys administrators
identify a frontline staff champion and a physician champion who will make it their job to
see the program to completion, with support from members of the appropriate Patient
Safety and/or Quality Council Committees. A clinical nurse specialist, for example, led
the team responsible for developing and implementing the stroke project. The process for
implementing the stroke protocol included developing staff education tools, offering
skills days,38 an e-mail newsletter, and train-the-trainer protocols.
Interviewees noted that perhaps the biggest change that took place during the
study period was the growth of the hospitalist program, whereby a staff physician becomes
the physician-of-record for a patient, rapidly coordinating their care and quickly reacting
to changes in their medical status.40 St. Marys began their hospitalist program in 2002 and
have since more than doubled the number of hospitalists (from three to seven)greatly
enhancing access to physicians and enabling 24-hour attention and clinical support. The
interviewees believe that this expansion led to great improvements in quality of care. The
hospitalists are active participants in quality initiatives and act as physician champions for
quality and performance improvement teams.
41
the institution was certified as a stroke center by JCAHO in 2004, and certification was
granted again in August 2006.
Recruitment of Risk-Takers
In early 2004, St. Marys administration recognized the need to recruit and hire senior staff
who were willing, and had the necessary experience, to take risks and come up with
challenging and innovative programs. New staff positions were created, including vice
president for managed care, director of quality and performance improvement, and
director of case management. While these hires actually took place in 2005, after the study
period, they stem directly from shifts in the culture and prioritization of quality and
patient safety that took place between 2002 and 2004.
Incorporation of Technology
St. Marys leadership learned the importance of investing in technology to increase the
levels of quality care, patient safety, and patient, employee, and physician satisfaction. One
of St. Marys 2006 investments was a remote EKG system built into their ambulance fleet
that can transmit information on a patient to the emergency department, and from there
to a cardiologist. Interviewees noted that this system gives physicians access to EKG data
before AMI patients even arrive at the hospital, making it more likely that they will
receive appropriate care in the crucial first minutes. While this did not occur during
the study period, it again grew out of the cultural shifts that took root between the years
2002 and 2004.
42
Another technology investment was the hospitals Pixis pharmaceutical dispensing
system, implemented in 2003. This electronic dispensing apparatus tracks medications and
has helped reduce the incidence of medication errors. Its implementation was
accompanied by a more stringent review of medication error data by the pharmacy,
patient safety committee, and department staff.
MONITORING RESULTS
National Measures and Collaboratives
As described above, the Quality Council regularly reviews a variety of indicators, identifies
areas in need of improvement, develops QI strategies, and reports to the board. In
addition, the hospital relies on patient outcomes and identified community needs to guide
its work. Recently it applied to JCAHO to be certified as a heart failure center of
excellence and to the Commission on Accreditation of Rehab Facilities for acute rehab
certification. As part of Catholic Health East, St. Marys also participates in the IHI
100,000 lives program and benefits through collaboration with other CHE hospitals.
43
FINANCIAL IMPLICATIONS
The investments made in quality improvement and patient safety have paid off for St.
Marys. Between 2004 and 2005 the hospital saw a 20 percent increase in admissions. That
rate increased another 8 percent from 2005 to 2006. Improvements in services, such as a
new neonatal intensive care unit that enables parents to spend the night with their infants,
gave the hospital a 2 percent increase in market share for newborn specialty care.
Quality improvement and patient safety have been integrated into the fabric of St.
Marys, reflected in the fact that the chief financial officer is an ad hoc member of the
Quality Council. There is a specific line item for quality improvement in the operating
budget, and additional funds may be reallocated to that purpose when appropriate and
available. At the same time, St. Marys financial resources are always tight, and
reimbursement rates for Medicaid and Medicare are potentially on the chopping block.
The administration is concerned with how it will continue to implement potentially
money-saving programs while at the same time fulfill its mission to take care of the poor
and provide a consistent level of uncompensated care.
LESSONS
Leaders, Not Managers
One lesson the staff at St. Marys has learned is that change requires dedicated leaders. As
reflected by their use of nurse and physician champions, and the fact that all staff members
are empowered to identify problems and issues, they are working to create a culture in
which anyone can become a leader and all are encouraged to do so.
At the same time, interviewees warned that it is important not to celebrate to the
point where you become complacent about your successes. They noted that, as soon as
they implement a new Core Measure protocol, another condition needs attention. They
44
also noted that the evidence base is changing all the time, so even new Core Measure
protocols can become outdated and require renewed attention and consideration. Thus,
maintaining and building on achievements is an ongoing challenge.
ACKNOWLEDGMENTS
The authors would like to thank the following individuals at St. Marys Health Care
System who generously offered their time and insights for this case study: Brenda Dugger,
senior vice president of patient care services; Jackie Ginter, director of quality and
performance improvement; Jeff Frehse, director of risk management and compliance; and
Avery McLean, director of marketing.
45
APPENDIX. INTERVIEW GUIDE
As you know, weve selected your hospital to study based on quality data over the 20022004
period. So Id like you to try to focus on changes and activities during that time. Wed like to learn
why your hospital began to focus on improving quality, what strategies were used, how they were
implemented, barriers you faced, and results and lessons youve learned.
Basic information: First, Id like some basic information about the hospital.
Hospital name:
Location:
Size (# beds, discharges/year):
Urban/Suburban/Rural:
Teaching status:
Patient population (% minority, immigrants; commercial/Medicare/Medicaid/uninsured):
Interviewee name, title, department:
I. General Changes During 20022004 Period: Thinking back to 2002, 2003, and
2004, were there any major events or changes at the hospital?
II. Why Were QI Initiatives Developed? Now, lets discuss what impetus, if any, prompted
the hospital to explore quality improvement or make it a priority.
Were there any significant motivating factors prompting the development of quality
improvement programs that led to the changes in performance over 20022004?
e.g., media reports, reportable events or penalties, research study release?
Were there other factors, not directly related to quality improvement per se, that
prompted an interest in examining quality issues, such as:
Notable changes in leadership and governance; e.g., a new CEO,
significant change in board composition, merger with another hospital or
acquisition by a new system?
Significant changes in administrative or clinical staff?
Any implementation of new data collection, IT systems, or accreditation
procedures?
Significant changes in the hospitals fiscal situation?
III. What Initiatives Were Developed? Describe the initiatives and programs that were
pursued and may have led to the improvement in performance during 20022004.
46
Describe the most important, or effective initiative for improving quality/performance
over 20022004. [then repeat questions for additional major QI initiatives] Probes:
Was it department- or disease-specific? Was it system-based? Which clinical areas
were focused on specifically? Were hospital-wide efforts begun in one department
and then rolled-out across the institution? If so, how was this accomplished?
To what extent was the hospital focused on transformational change that involved
cultural and structural strategies, versus implementing mechanisms that addressed
specific quality issues?
What role, if any, was designated for families and patients to play in the QI team?
Did your hospital participate in any external QI efforts, such as those developed by
the Institute for Healthcare Improvement or other initiatives (such as the Saving
Lives initiative)? Did you collaborate with other health care agencies or
institutions? Participate in CMS public reporting? Receive performance-related
awards? How did these efforts inform the development of internal initiatives?
For each major quality initiative: What steps were involved in implementing the
model/method, i.e., how did you translate goals into concrete actions? How were
linkages between performance measures and daily operations established and
administered? To what extent did the staff come to view QI as an appendage to
the workload versus viewing it as integrated into the daily routine of the
institution? How do staff view it today?
47
Who and what department was responsible for oversight of this program? How did
this relate to the QI department? How did clinical and administrative leaders
interact with this person(s)?
How were quality goals and strategies developed? Which QI strategies were
deemed most effective?
How have you tracked changes in quality and/or efficiency over the course of
these initiatives being in place? What are the consequences if quality goals are not
met? Examples.
Systems Change
What processes (e.g., data collection, internal and external reporting, incentive
structures, electronic medical records, automated trigger and reminder systems,
rapid response technologies, etc.) were established or reformed in order to
implement QI strategies?
Did the quality efforts lead to Centers of Excellence, new clinical guidelines, other
system-wide tools or infrastructure to promote quality/performance (e.g., training
in transformational change models, flow management practices)?
During 20022004, approximately how much time per month did the
CEO/board spend dealing with quality issues? Did board members receive formal
quality measurement reports? Did CEOs? If so, how often? Was there any
indication of the extent they read the reports? responded to the reports? To what
48
extent, and in what capacities, did they interact with medical staff on issues related
to strategies for improving quality, and implementation of those strategies?
In what ways, if any, was the CFO involved in quality improvement measures?
Were QI strategies reflected in the annual budget, capital investment, and other
systems? Did the CFO/administration view QI as adding operational costs, or as
a way to reduce costs by improving efficiencies?
Where did the QI department rank in the institutions hierarchy? To whom did
the QI director report? Was there a QI department prior to this period? Was there
direct access from the director to the CFO and/or CEO? What qualifications
were required in the position (and what are the credentials of the current director
of QI)? How did this department interact with medical staff and other
administrative departments?
During 20022004, how would you describe the level of physician resistance
versus enthusiasm to QI efforts? What methods were used to get physician buy-
in to QI initiatives? How were QI initiatives communicated to physicians, and
which of these buy-in and communication strategies were most effective? Can you
describe any examples where physicians championed new programs and guided
them through the implementation process? Was performance improvement during
20022004 related to changes in physician leadership or staffing? Describe.
During 20022004, how would you describe the level of nurse resistance versus
enthusiasm to QI efforts? Were there any effective methods used to get nurse
buy-in to QI initiatives? In what ways were nurses encouraged to champion
new QI efforts?
What are the ideal provider-(nurse, RN)-to-patient ratios for your institution,
and what is this based on? What were they during the study period, and did they
change? To what extent did this relate to changes in performance?
What strategies/systems were used, if any, to hold staff accountable for their roles in
making QI initiatives successful? To what extent, if any, did you incorporate
49
incentives, pay for performance, discretionary vs. mandatory pathways/clinical
guidelines, linking credentialing process to physicians performance, patient
feedback on clinical performance, etc. (get specifics)? What was the attitude of
most staff to these incentives? Do you think these methods had a minor or major
role in making QI successful?
V. Results, Challenges, and Opportunities: How have these quality initiatives affected the
hospital, and what were the challenges and opportunities involved in the process?
What were the major barriers faced in developing and implementing QI efforts?
How were those barriers addressed?
Overall, what do you think are the most important ingredients necessary for
improving quality, and for establishing successful QI initiatives?
What challenges do you foresee occurring in the future in the effort to continue
to improve quality?
What role can public policy play in helping your and other hospitals understand
and replicate successful strategies? What role do you think the private sector can
play? Were these elements of public policy or private sector resources available
during 20022004?
What would you say are the most important lessons for other hospitals regarding
improving quality, or in terms of developing and successfully implementing
QI initiatives?
50
NOTES
1
Institute of Medicine, Committee on Quality of Health Care in America, To Err Is Human:
Building a Safer Health System (Washington, D.C.: National Academies Press, 2000); and Crossing
the Quality Chasm: A New Health System for the 21st Century (Washington, D.C.: National
Academies Press, 2001).
2
E. Kroch, M. Duan, S. Silow-Carroll, and J. Meyer, Hospital Performance Improvement: Trends
in Quality and Efficiency (New York: The Commonwealth Fund, Apr. 2007); available at
http://www.cmwf.org/publications/publications_show.htm?doc_id=471264.
3
Unlike the companion report that focuses on both quality and efficiency trends, the case
study hospitals featured in this report were selected based on improvement in quality measures,
although we excluded hospitals that displayed declining efficiency over the period examined.
4
The National Association of Inpatient Physicians defines hospitalists as physicians whose
primary professional focus is the general medical care of hospitalized patients. Their activities
include patient care, teaching and research, and leadership related to hospital care. An intensivist
is a hospitalist who specializes in the care of critically ill patients, usually in an intensive care unit.
5
J. Meyer, S. Silow-Carroll, T. Kutyla et al., Hospital Quality: Ingredients for Success (New York:
The Commonwealth Fund, July 2004); available at http://www.cmwf.org/Publications/
Publications_show.htm?doc_id=233868.
6
See, for example, IOM, To Err Is Human, 2000; D. McCarthy and D. Blumenthal, Committed
to Safety: Ten Case Studies on Reducing Harm to Patients (New York: The Commonwealth Fund, Apr.
2006), available at http://www.cmwf.org/publications/publications_show.htm?doc_id=368995;
IOM, Preventing Medication Errors (Part of the Quality Chasm series) (Washington, D.C.: National
Academies Press, 2006); T. A. Brennan, L. L. Leape, N. M. Laird et al., Incidence of Adverse
Events and Negligence in Hospitalized Patients: Results of the Harvard Medical Practice Study I,
New England Journal of Medicine, Feb. 7, 1991 324(6):37077; L. L. Leape, T. A. Brennan, N. M.
Laird et al., The Nature of Adverse Events in Hospitalized Patients: Results of the Harvard
Medical Practice Study II, New England Journal of Medicine, Feb. 7, 1991 324(6):37784; D. W.
Bates, D. J. Cullen, N. M. Laird et al., Incidence of Adverse Drug Events and Potential Adverse
Drug Events: Implications for Prevention. ADE Prevention Study Group, Journal of the American
Medical Association, July 5, 1995 274(1):2934.
7
IOM, To Err Is Human, 2000; and IOM, Crossing the Quality Chasm, 2001.
8
Health Services Advisory Group, Inc., Centers for Medicare and Medicaid Services Special
Study, Identification and Synthesis of Components Essential to Achieving High Performer Status in
Various Provider Types (Washington, D.C.: CMS, Oct. 2005); available at http://www.hsag.com/
projects/HSAG_HighPerf_FinalReport_Complete%20Report_woEmbargoedArticles.pdf.
9
A. Jha, Z. Li, E. J. Orav et al., Care in U.S. HospitalsThe Quality Alliance Program,
New England Journal of Medicine, July 21, 2005 353(3):26574; available at http://www.cmwf.org/
publications/publications_show.htm?doc_id=285995.
10
Meyer, Silow-Carroll, Kutyla et al., Hospital Quality, 2004.
11
Magnet status is a designation awarded by the American Nurses Credentialing Center, an
affiliate of the American Nurses Association, to hospitals that meet criteria designed to measure the
strength and quality of their nursing such as: excellent patient outcomes, high level of job satisfaction
among nurses, low staff nurse turnover rate, and appropriate grievance resolution.
51
12
E. H. Bradley, J. Herrin, J. A. Mattera et al., Quality Improvement Efforts and Hospital
Performance: Rates of Beta-Blocker Prescription After Acute Myocardial Infarction, Medical
Care, Mar. 2005 43(3):28292.
13
A. March, Facilitating Implementation of Evidence-Based Guidelines in Hospital Settings: Learning
from Trauma Centers (New York: The Commonwealth Fund, June 2006); available at
http://www.cmwf.org/publications/publications_show.htm?doc_id=378879.
14
About one-third of Medicaid programs (17 of 47) responding to a recent survey report that
they collect hospital data related to clinical quality. Only two states, however (Arkansas and
Pennsylvania), have launched a hospital pay-for-performance (P4P) program as of 2006, and one
additional state (Massachusetts) recently developed initiatives to improve the quality of hospital
inpatient care. Medicaid P4P is more common for outpatient care: 19 of 47 states responding had
P4P initiatives in place or starting in 2006, and another 16 programs expect to implement P4P for
outpatient care within two years. (L. Duchon and V. Smith, Health Management Associates,
prepared for the National Association of Childrens Hospitals, Quality Performance Measurement in
Medicaid and SCHIP: Results of a 2006 National Survey of State Officials, Aug. 2006.)
15
McCarthy and Blumenthal, Committed to Safety, 2006.
16
We used the MedPAR database because it was the largest and most comprehensive of the
three hospital databases that we analyzed. Acute care hospitals with fewer than 1,500 annual
discharges were excluded from the analysis. See the companion report for quantitative methodology:
E. Kroch, M. Duan, S. Silow-Carroll, and J. Meyer., Hospital Performance Improvement: Trends in
Quality and Efficiency (New York: The Commonwealth Fund, Apr. 2007); available at
http://www.cmwf.org/publications/publications_show.htm?doc_id=471264.
17
Although our primary focus was on quality improvement, we did not want to include hospitals
that may have improved in quality at the expense of efficiency (as measured by length of stay).
18
Meyer, Silow-Carroll, Kutyla et al., Hospital Quality, 2004.
19
Duchon and Smith, Quality Performance Measurement, 2006.
20
In addition to its Manhattan division, which was the focus of this case study, Beth Israel has
a 200-bed division in Brooklyn.
21
In one case, a young patient undergoing routine procedure was given too much saline and
died; it was reported that a medical equipment salesman was in the room operating a piece of new
equipment (1997); in another, an obstetrician reportedly carved his initials into a woman after a
cesarean section (2000).
22
In 2002, the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) began
requiring accredited hospitals to collect and submit performance data on three of the following
measure sets: acute myocardial infarction (heart attack), heart failure, pregnancy and related
conditions, and community acquired pneumonia. This Core Measure initiative enables JCAHO to
review data trends and work with hospitals as they use the information to improve patient care. It
was intended to improve the safety and quality of care and to support performance improvement.
23
Most reported events are unintended adverse and undesirable developments in an individual
patients condition occurring in the hospital. More serious occurrences defined as patient deaths or
impairments of bodily functions in circumstances other than those related to the natural course of
illness, disease, or proper treatment in accordance with generally accepted medical standards
require the hospital to conduct a root cause analysis and are investigated individually.
24
These include seven pediatric clinics, seven primary care clinics, and a wide range of
specialty care service clinics.
52
25
The National Association of Inpatient Physicians defines hospitalists as physicians whose
primary professional focus is the general medical care of hospitalized patients. Their activities
include patient care, teaching, research, and leadership related to hospital care. An intensivist is a
hospitalist who specializes in the care of critically ill patients, usually in an intensive care unit.
26
Hospitalist Web site, http://www.hospitalist.net/.
27
According to the Hospitalist Web site, potential disadvantages include patient dissatisfaction
secondary to being assigned a new physician during an acutely stressful time and potential lack of
adequate communication between inpatient physicians and outpatient primary care providers both
at the time of hospital admission and discharge.
28
The National Hospital Measures were created by the Centers for Medicare and Medicaid
Services and the Hospital Quality Alliance.
29
These specialty organizations include the Society for Thoracic Surgeons, the American
College of Cardiology-National Cardiovascular Data Registry, and the Vermont Oxford Network.
30
The six interventions are deploying rapid response teams, delivering evidence-based care for
heart attacks, preventing adverse drug events by implementing medication reconciliation, preventing
central line infections by implementing a series of steps called the Central Line Bundle, preventing
surgical site infections, and preventing ventilator-associated pneumonia by implementing a series of
steps called the Ventilator Bundle.
31
The 2006 JCAHO goals are to improve the accuracy of patient identification, improve
communication between patient and caregivers, improve safety of using medications, reduce the
risk of health careassociated infections, accurately reconcile medications across the continuum of
care, and reduce the risk of patient harm resulting from falls.
32
Legacy Health System operates one hospital in Vancouver, Wash., so the system tries to
participate in initiatives in both Oregon and Washington.
33
Rankin Medical Center is licensed for 134 beds; it currently uses 90 beds for acute care and
15 beds for gero-psychiatric care.
34
HMA, Inc., operates about 65 hospitals in non-urban areas in 16 states.
35
Information and Quality Healthcare is Mississippis quality improvement organization.
36
Committees include: Medicine, Surgery, Emergency Department, Intensive Care Unit,
Pharmacy and Therapeutics, Infection Control, Medical Record Utilization Review, and Medical
Executive committee.
37
As noted above, in 2002, JCAHO began requiring accredited hospitals to collect and submit
performance data on three of the following measure sets: acute myocardial infarction (heart attack),
heart failure, pregnancy and related conditions, and community acquired pneumonia. This Core
Measure initiative allows JCAHO to review data trends and work with hospitals as they use the
information to improve patient care. It was intended to improve the safety and quality of care and
to support performance improvement.
38
Skills days are workshops where work stations are set up allowing staff to go from station to
station to listen/learn/participate or demonstrate specific skills needed when caring for stroke
patients. Examples of workstations include neurological assessment or care of a ventriculostomy.
39
Neurosource is a company that provides development services and expertise to physicians
and hospitals to improve access to neuromedical care. For more information, see
http://www.neurosource.com.
53
40
The National Association of Inpatient Physicians defines hospitalists as physicians whose
primary professional focus is the general medical care of hospitalized patients. Their activities
include patient care, teaching, research, and leadership related to hospital care.
41
Performance Improvement and Quality Improvement are synonymous at St. Marys.
42
Catholic Health East also oversees four long-term acute care hospitals, 41 freestanding and
hospital-based long-term care facilities, 13 assisted living facilities, five continuing care retirement
communities, eight behavioral health and rehabilitation facilities, 32 home health/hospice
agencies, and numerous ambulatory and community-based health services.
54
RELATED PUBLICATIONS
Publications listed below can be found on The Commonwealth Funds Web site at www.cmwf.org.
Hospital Performance Improvement: Trends in Quality and Efficiency (April 2007). Eugene A. Kroch,
Michael Duan, Sharon Silow-Carroll, and Jack A. Meyer.
Hospital Performance Improvement: Are Things Getting Better? (April 2007). Ashish K. Jha and Arnold
M. Epstein. Commentary
Paying for Care Episodes and Care Coordination (March 2007). Karen Davis. Commentary.
Beyond Our Walls: Impact of Patient and Provider Coordination Across the Continuum on Outcomes
for Surgical Patients (February 2007). Dana Beth Weinberg, Jody Hoffer Gittell, R. William
Lusenhop, Cori M. Kautz, and John Wright. Health Services Research, vol. 42, no. 1, pt. 1 (In the
Literature summary).
Journal of Ambulatory Care Management Special Issue: Technology for Patient-Centered, Collaborative
Care (JulySeptember 2006). Donald Berwick, John H. Wasson, Deborah J. Johnson et al., vol.
29, no. 3 (In the Literature summary).
Committed to Safety: Ten Case Studies on Reducing Harm to Patients (April 2006). Douglas McCarthy
and David Blumenthal.
Nurse Staffing in Hospitals: Is There a Business Case for Quality? (January/February 2006). Jack Needleman,
Peter I. Buerhaus, Maureen Stewart et al. Health Affairs, vol. 25, no. 1 (In the Literature summary).
Care in U.S. HospitalsThe Hospital Quality Alliance Program (July 21, 2005). Ashish K. Jha, Zhonghe
Li, E. John Orav et al., New England Journal of Medicine, vol. 353 no. 3 (In the Literature summary).
Hospital Quality: Ingredients for SuccessOverview and Lessons Learned (July 2004). Jack A. Meyer,
Sharon Silow-Carroll, Todd Kutyla, et al.
Hospital Quality: Ingredients for SuccessA Case Study of Beth Israel Deaconess Medical Center (July
2004). Jack A. Meyer, Sharon Silow-Carroll, Todd Kutyla, et al.
Hospital Quality: Ingredients for SuccessA Case Study of El Camino Hospital (July 2004). Jack A.
Meyer, Sharon Silow-Carroll, Todd Kutyla, et al.
Hospital Quality: Ingredients for SuccessA Case Study of Mission Hospitals (July 2004). Jack A.
Meyer, Sharon Silow-Carroll, Todd Kutyla, et al.
Hospital Quality: Ingredients for SuccessA Case Study of Jefferson Regional Medical Center (July 2004).
Jack A. Meyer, Sharon Silow-Carroll, Todd Kutyla, et al.
55