1. Framework for Excellence Sonja Wulff, MA, CLM Vice President, PVHS Center for Performance Excellence

2. Poudre Valley Health System Private, locally owned, not-for-profit Full spectrum of healthcare services –2 tertiary hospitals, outpatient campus, numerous satellite clinics –Regional medical hub for cardiac & trauma services, orthopedics, oncology, neonatal intensive care & bariatric surgery

3. Poudre Valley Health System Service area: Northern Colorado, Wyoming & Nebraska 5,200 employees, 600 primarily independent physicians & 800 volunteers $1 billion in annual revenue

4. Where Our Journey Started (1997) Community hospital serving Fort Collins, Colorado 1,500 employees, 300 independent physicians & 575 volunteers 24% annual employee turnover 5 CEOs in 4 years $250 million in annual revenue Changing healthcare market Demand for physician integration

5. Leadership: Find an improvement model Decision: Baldrige National Quality Program Baldrige Journey

6. Challenging Times (2010) What we don’t know –Healthcare reform –Economy What we do know –Decreased funding –Increased transparency What we need to accomplish –Mission: independent, non-profit –Vision: world-class health care Gabriel, NICU “Graduate” Craig Trauma patient

7. The Power of Baldrige Visionary leadership & systems perspective Focus on the future Management by fact Valuing workforce members Patient-focused excellence Focus on Results

8. Visionary Leadership & Systems Perspective

9. Focus on the Future

10. Management by Fact

11. Valuing Workforce Members

12. Patient-Focused Excellence Aggregation & review of all Voice of the Customer data –Key Customer Requirements –Customer Service Must-Haves –We’re here for you Unit initiatives Penguin Awards –Service excellence training

13. National top 10% for: Clinical outcomes Patient satisfaction Employee satisfaction Physician loyalty Financial performance Focus on Results

14. Healthcare Outcomes Risk-Adjusted Mortality Rate

15. Our Vision To provide world-class health care Molly 4th generation treated at PVH

16. Additional Information: Sonja Wulff, Vice President PVHS Center for Performance Excellence sbw2@pvhs.org www.pvhs.org