Favaretti boston dr foster (1) 2011
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1 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
Carlo Favaretti CEO, Hospital and University Trust Udine (Italy)
QUALITY MANAGEMENT AND CHANGE WITHIN HOSPITAL AND UNIVERSITY TRUST
UDINE, ITALY
2 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
Italy
3 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
4 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
Leadership Processes Customer Results
Key Performance
Results
People Results
Society Results
Partnerships & Resources
Policy and Strategy
People
ENABLERS RESULTS
INNOVATION AND LEARNING
5 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
Leadership
People
Policy and Strategy
Partnerships & Resources
Processes
People Results
Customer Results
Society Results
Key Performance
Results
ENABLERS RESULTS
… but the underlying network is also crucial … ! The EFQM Excellence Model
INNOVATION AND LEARNING
6 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
The EFQM Excellence Model Innovation and learning
ENABLERS
RESULTS INNOVATION
AND LEARNING
7 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
8
Once we were two ….
Year
Number of Units
Beds
Admissions Employees Trials Budget €
AOSMM
48
758
32.754 2937
85 235.328.000
APUGD
27
327
12.360 834 198
67.660.000
9 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
INTEGRATED ACTIVITY CARE DEPARTMENTS (DAI)
CARE DEPARTMENTS (DA)
Diagnostic Imaging Transfusion Medicine
Laboratory Medicine ADMINISTRATIVE DEPARTMENT Cardiothorax
Internal Medicine TECHNICAL DEPARTMENT General Surgery
Specialty Surgery
Anesthesia and Resuscitation SHARED SERVICES DEPARTMENT
Mother and Child Care
Oncology Total number of units 89
78 care units / 11 technical-administrative units Specialty Medicine
Neurosciences
Hospital Services Organization
AOU services
10
Beds: 1.104 Admissions 47.088 Average DRG admission weight 1.21 Outpatient care interventions 3.255.229 Staff: 3.914 of which 627 physicians Budget 2010: € 364,590,000
© Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
AOU profile
• Total area: 300.000 m2
• Total longitudinal extension: 600 m
• Inpatient buildings: 11
A PAVILION HOSPITAL
11
Why did we start the accreditation process?
• To guide the merging of the two organizations
• To create a new common identity – By reviewing the entire internal
organization • To promote the culture of continuous
improvement • To have international excellence
standards as reference point
© Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
La sicurezza del paziente - 2009
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THE INITIAL SITUATION:
1. Non standardized processes
2. Fragmentary communication between units and care providers
3. Multiple, heterogeneous documents
© Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
13
Process-related decisions • JCI’s Support • Leadership’s Commitment
– accreditation is listed among the hospital’s yearly budgetary goals
• Staff involvement at all levels • Different tools • Hospital support group leading the process
© Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
La sicurezza del paziente - 2009
14
Now we are one ! AOU
… and we know there are still many opportunities for improvement
© Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
15 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
PERSONAL TRANSFORMATIONS
• Working on multiple scenarios • Balancing interests • Strategic influencing capacity • Try and learn approach • Increasing people accountability • Promoting best practices • Building distinctive capacities • Working with emotional intelligence • Ethical values awareness
16 © Azienda Ospedaliero-Universitaria Santa Maria della Misericordia di Udine
To improve is human
Carlo Favaretti, M.D.
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