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

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

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

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

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

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

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

Visionary Leadership & Systems Perspective

Focus on the Future

Management by Fact

Valuing Workforce Members

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

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

Healthcare Outcomes Risk-Adjusted Mortality Rate

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

Additional Information: Sonja Wulff, Vice President PVHS Center for Performance Excellence