LDI Morning Session - November 30, 2017

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

LDI: November 2017

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

WELCOME

LINDA TYLER, CHIEF PHARMACY OFFICER

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

WELCOME

GORDON CRABTREE, CHIEF EXECUTIVE OFFICER

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

Building Momentum

Toward Our True North:

Our Patients

A. Lorris Betz, MD, PhDInterim

SVP, Health SciencesCEO, U of U Health

Executive Dean, School of Medicine

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

OUR PATIENT – BRIAN MCKENNA

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

WHAT MAKES

CARE LIKE THIS

POSSIBLE?

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

“Creating a culture of respect is the essential first

step in a health care organization’s journey to

becoming a safe, high-reliability organization . . .”

Source: Leape LL, Shore MF, Dienstag JL, et al. A Culture of Respect, Part 2: Creating a Culture of

Respect, Academic Medicine. 87:853-858, 2012.

OUR CULTURE IS THE PROBLEM

SOLUTION

>

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

SOURCE: LDI, 3-17-2011

Hospitals and Clinics Physician Faculty

Hierarchical Highly decentralized

Clear lines of accountabilityStrongly independent individuals who generate their own support

Secure, stable, predictable Entrepreneurial

Rules driven Consensus driven

Common measures of successIndividual measures of success

Focus on control Resistance to control

TWO CULTURES

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

SOURCE: LDI, 3-17-2011

23

Hospital Physicians

The

Patient

Experience

TWO CULTURES – A SHARED MISSION

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

SOURCE: LDI, 3-17-2011

CREATING A CULTURE OF RESPECT & SHARED

PURPOSE

Leadership must be persistent and consistent

Courage to speak up

Zero tolerance policies for mistreatment and failure to report

Safe, non-judgmental reporting environments

Expectation of personal accountability

Hire the right people and move out those who won’t get on board

Metrics and transparency to motivate and monitor progress

Embrace diversity

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

RECOMMEND THIS HOSPITAL?

SOURCE: Press Ganey Inpatient Satisfaction Survey: Likelihood of recommending hospital.

University Health System Consortium Benchmarking Group

UH

C P

erc

en

tile

Ran

k

14

23

31

23

34

51

72

7779

7477

83 83

0

20

40

60

80

100

2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016

85

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

GOING LIVE – DECEMBER 2012

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

PATIENT SATISFACTION SCORES

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

2012 2013 2014 2015

CONTRIBUTING TO A NATIONWIDE SOLUTION

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

A TRACK RECORD FOR QUALITY

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

THE EXCEPTIONAL PATIENT EXPERIENCE

Lessons Learned – Success Factors:

Visible support from highest levels of leadership

Widespread buy-in

Doing the right thing feels good

Encouraged local solutions

Exploit competitive nature

Communication

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

LEADING TO OUR

TRUE NORTH

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

OUR CULTURE

The

Patient

ExperienceHospital Providers

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

The

Patient

ExperienceHospital Providers

Research

EducationGoal =

Integration

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

SETTING THE STAGE AS ONE INTEGRATED

SYSTEM

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

A TANGIBLE AND POSSIBLE FUTURE

NEW

UNIVERSITY

PRESIDENT

20202018 2019

SUGAR HOUSE

HEALTH

CENTER

OPENS

AMBULATORY

CARE COMPLEX

& REHAB

HOSPITAL

OCCUPANCY

NEW

U OF U

HEALTH SVP

521

DEMOLITION

NEW CHAIRS

HIRED

NEW HOSPITAL

CEO

2020-2022

• MED Opens

• Ambulatory Expansion

• Health Plans at 300k+ Members

• Top 10 Quality 12 years in a Row

• Integrated Schools & Colleges

• Research Raising $350M+

• Capital Campaign Raised $1B+

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

OUR TRUE NORTH AND OUR FUTURE

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

FINIDNG YOUR OWN TRUE NORTH

© U N I V E R S I T Y O F U T A H H E A L T H ,

2 0 1 7

THANK YOU