2007 - Memorial Hospital of South Bend

IWILDLY IMPORTANT GOALS (WIGS)Defining “What’s Wildly Important”in 2007Memorial’s Executive Planning Groupwhittled down a lengthy list of ambitiousaspirations for 2007 to just four WildlyImportant Goals (WIGs)—goals that if wedidn’t achieve, nothing else would matter.To Provide Quality and Safetyin All That We DoGreat strides were made in theperformance of 20 publicly-reportedCenters for Medicare & Medicaid Services(CMS) quality indicators. Thoughroom for improvement still exists in thepneumococcal vaccination rate, Memorialenjoyed high levels of performance inacute MI and congestive heart failure rates.Memorial also achieved a 51 percentreduction in patient identification errors,exceeding the goal of 25 percent. PatientID band and specimen labeling errorswere reduced by 51 percent from 2006and 67 percent from 2005.Memorial also finalized a relationshipwith Behavioral Science Technology (BST)to help establish and sustain a world-classculture of safety throughout the healthsystem. Quality Compass also piloted aninfectious disease tracking tool to betterrecognize patients with “super bug”18 | MEMORIAL HEALTH SYSTEM 2007 ANNUAL REPORTinfections. In addition, Memorial helpedthe community standardize wristbandcolors to reduce identification errors ontransferred patients.II Though significant organizationalTo Provide Excellent Service in aGreat Place to Work and Practicechallenges may have impacted employeesatisfaction levels, Memorial stillexceeded its goal, continuing an upwardtrend over the last few years. Overallscores of 76.5 in 2007 are up from 67percent in 2006.Although the overall goal was not met,Memorial did see a significant increasein inpatient admissions from a targetedgroup of physicians. Memorial alsoenjoyed an 89 percent CommunityHealth Alliance payor satisfaction rating,adding 958 new providers for a 6percent net growth in 2007.Through the dedication of a crossdisciplinaryteam producing steadyimprovement throughout the year,Memorial Home Care IntermittentServices exceeded their overall clientsatisfaction goal, achieving a 92.2.Memorial Medical Group primary careand specialist patient satisfaction scoresboth exceeded their goals with a score of94.3 and 95.3 respectively.Though not meeting their goal,the Emergency Care Center madetremendous progress in 2007,enjoying two quarters of recordbreakingresults. The first yearof Ambulatory Surgery rankingsalso brought successful results,especially in the second quarter.This achievement was especiallystriking in light of significantdisruption to the patientexperience due to construction.Significant gains were made inMemorial’s Inpatient Satisfactionpercentile goal of 90 percent. Currentlyin the top 20 percent of all hospitalsnation-wide, Memorial continues tostrive to hit the top 10 percent.IIIby Achieving $1 Million in ProfitTo Lead Change ThroughInnovation and Strategic GrowthImprovement from WOW! ProjectsA variety of Wow! Projects fromthroughout Memorial Health Systemcontributed to the achievement of $1.3million in cost savings as measured byMemorial’s Idea Propulsion Lab. Further,Memorial’s strategy for fueling projectswith an eye on expense stewardshipproduced an ROI or “Return onImmagination” of 1.8x. WOW!Projects continue to return significantvalue to the organization andposition Memorial as an innovationleader within the health care industry.IVA number of challenges presentedTo Achieve Strong and SustainedFinancial Performancethemselves in 2007, including a slightdrop in inpatient utilization and anincrease in the uninsured. The drop inutilization, as measured in inpatientdays per 1000 enrollees, occurredwith the Commercial and Medicaidpopulations. Certain labor and nonlaborcost control initiatives wereimplemented in an effort to matchcorresponding changes in revenues.Despite these changes, overall NetRevenue grew 5.5% while OperatingIncome finished $1.4 million behind2006 results.