W hen patients speak about their experiences at The University of Kansas Hospital, everyone listens. “We take patient satisfaction very seriously,” said Bob Page, hos- pital chief operating officer. Each week, the hospital receives data from Press Ganey Associates, an independent national survey firm that tallies patient opinions for more than 900 hospitals nationwide. Scores for the recently concluded 2004 fiscal year are the best ever. Patient satisfaction results show: • Overall scores (85.1) and per- centile rating (70th) for the quarter ending June 30 are the highest since the survey process began in 1991. (The percentile rating compares the hospital’s performance against others in the Press Ganey database.) • 89.6 percent of responses were “good” and “very good,” with 54.3 percent in the “very good” category. Both of these repre- sent the hospital’s highest performance ever. • Compared with other teaching hospitals in the Press Ganey database, the hospital is in the 85th percentile. This, too, is the highest ever. Hospital leaders study survey results and look for ways to improve performance. “With everyone’s con- tinued hard work and commitment to outstanding care and service, I am confident that we will see even greater improvement in our patient satisfaction scores for fiscal year 2005,” said Irene Cumming, hospital president and chief executive officer. “My experience was unbeliev- able. I am so impressed. I am telling everyone to ‘forget the past, KU is the future.’” “I have been to KU now for over four years and have always received exceptional care.” “We find it difficult to describe our appreciation for the care our mother received. We and members of our fam- ily have experienced hospitalizations at the Mayo Clinic, Massachusetts General and most of the hos- pitals in Kansas City. None is in the same league as The University of Kansas Hospital. Our son-in-law, a Mass General-trained urolo- gist, described the level of care as beyond anything he has experienced.” “Every time I have been a patient (which has been quite often, lately), I am impressed with the compassion of the staff.” “(The staff is) caring, very supportive and made some very down days much more bearable.” Page 2 Murphy Celebration Page 3 UHC Pilot Project Pages 4-5 Front & Center Pages 6-7 What’s News Summer Scholars Page 8 Classifieds, etc. Patient Satisfaction Scores Speak Volumes The University of Kansas Medical Center 05 AUGUST 2004 • VOLUME 6 • NUMBER 32 Inside Here’s what our patients say about their stay …
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Transcript
When patients speak about their
experiences at The University
of Kansas Hospital, everyone listens.
“We take patient satisfaction
very seriously,” said Bob Page, hos-
pital chief operating officer. Each
week, the hospital receives data
from Press Ganey Associates, an
independent national survey firm
that tallies patient opinions for more
than 900 hospitals nationwide.
Scores for the recently concluded
2004 fiscal year are the best ever.
Patient satisfaction results show:
• Overall scores (85.1) and per-
centile rating (70th) for the
quarter ending June 30 are the
highest since the survey process
began in 1991. (The percentile
rating compares the hospital’s
performance against others in
the Press Ganey database.)
• 89.6 percent of responses were
“good” and “very good,” with
54.3 percent in the “very good”
category. Both of these repre-
sent the hospital’s highest
performance ever.
• Compared with other teaching
hospitals in the Press Ganey
database, the hospital is in the
85th percentile. This, too, is the
highest ever.
Hospital leaders study survey
results and look for ways to improve
performance. “With everyone’s con-
tinued hard work and commitment to
outstanding care and service, I am
confident that we will see even
greater improvement in our patient
satisfaction scores for fiscal year
2005,” said Irene Cumming, hospital
president and chief executive officer.
“My experience was unbeliev-able. I am so impressed. I amtelling everyone to ‘forgetthe past, KU is the future.’”
“I have been to KU now for overfour years and have alwaysreceived exceptional care.”
“We find it difficult todescribe our appreciation forthe care our mother received.We and members of our fam-ily have experiencedhospitalizations at the MayoClinic, MassachusettsGeneral and most of the hos-pitals in Kansas City. None is in the same league as The University of KansasHospital. Our son-in-law, aMass General-trained urolo-gist, described the level ofcare as beyond anything hehas experienced.”
“Every time I have been apatient (which has been quiteoften, lately), I am impressedwith the compassion of thestaff.”
“(The staff is) caring, verysupportive and made somevery down days much morebearable.”
Page 2 Murphy Celebration
Page 3 UHC Pilot Project
Pages 4-5 Front & Center
Pages 6-7 What’s NewsSummer Scholars
Page 8 Classifieds, etc.
Patient Satisfaction ScoresSpeak Volumes
The University of Kansas Medical Center
05 AUGUST 2004 • VOLUME 6 • NUMBER 32
Inside
Here’s whatour patientssay abouttheir stay …
2
Bubble gum, duct tape, a damp
mop and special T-shirts were just
some of the “gold medal perform-
ance” awards presented at a
thank-you luncheon for everyone
who helped recover and restore
Murphy Administration Building
following the recent flood.
Donald Hagen, MD, KUMC
executive vice chancellor, served
as master of ceremonies for the
July 28 event. More than 200
employees, administrators and
“flood refugees” attended the
luncheon, which was held in the
KU School of Nursing Atrium.
“You’ve performed above and
beyond the call of duty,” said
Hagen. “Thanks again for your
willingness to go the extra mile.”
The event was as much a
celebration of Murphy’s Law as it
was Murphy’s restoration, noted
Hagen. “Many of you here today
took the lemons showered on you
and are making lemonade,” he
joked. “We had plenty of water for
the lemonade!”
An 80-year-old pipe located in
an office on the fourth floor of
Murphy rusted through in the early
hours of June 20, allowing more than
12,000 gallons of water to cascade
uncontrolled through the building
and cause extensive damage.
Hagen praised employees’ hard
work, cheerful spirits and persever-
ance in the face of confusion,
frustration and other countless diffi-
culties related to the flood. Numerous
individuals, departments and contrac-
tors were singled out for recognition:
• Rita Clifford, RN, PhD, associ-
ate dean for Student Affairs,
SoN, received a new clipboard,
whistle and a set of floor plans
for the SoN. She was instrumen-
tal in helping Murphy employees
find temporary offices and often
served as “dorm mom.”
• Jim Bingham, associate vice
chancellor, Information
Resources, received a package
of pipe cleaners to replace all of
the computer ties he and his
crews used for bundling com-
puter and phone wires together
as they reinstalled equipment.
• Marcia Gilliland, RN, con-
tract administrator, who was
not able to attend the luncheon,
was presented with a red and
gold crown in her absence.
“She is our Queen of Clean,”
Hagen said. For a scepter, he
held up a heavily used mop.
Facilities Management staff
members Don Rau, Tommie Sauls,
James Hawthorne and John Cook
received fresh supplies of duct tape,
bubble gum and cleaning cloths.
Hagen closed with a toast to the
“good spirit of cooperation and hard
work” shown by all who persevered
under trying circumstances and are
still working very hard on Murphy’s
complete restoration.
KUMC Celebrates Murphy Flood RecoveryLeft, Don Rau, director,Facilities Management,received the JayhawkStatue of Honor fromDonald Hagen, MD,KUMC executive vicechancellor, for his“quick thinking, tirelesshard work and goodhumor.”
Below, Byrrita Wood,administrative assistant,School of Medicine,received her “I Survivedthe Murphy Flood 2004” T-shirt at the thank-youluncheon.
3
The University of Kansas
Hospital is one of three academic
medical centers chosen for a pilot
project aimed at improving the way
teaching hospitals benchmark clini-
cal and operational initiatives.
University HealthSystem
Consortium (UHC), an alliance of
academic health centers, has selected
the hospital to submit information that
will eventually help compare teaching
hospitals’ performance relating to both
inpatient and outpatient data: cost of
supplies, use of drugs, exams ordered,
tests performed, length of stay, com-
plication rates, mortality, readmission
rates and frequency of procedures for
patients with the same diagnosis.
The hospital then will work
one-on-one with the best performers
in each category to understand and
apply their “best practices” in
improving overall performance.
“We have a long history of par-
ticipating in measurement and
improvement initiatives with
UHC,” said Gail Sahlfeld, manager,
Organizational Improvement deci-
sion support. “This will allow us to
benchmark our performance against
other systems like ours and will
give us more focused opportunities
for improvement.”
The other two academic health
centers participating in the pilot
project are affiliated with New York
University and the University of
Virginia.
The University of Kansas
Hospital has submitted patient data
to UHC since 1997 as part of its
performance improvement initia-
tives. UHC provides systems that
analyze clinical, financial and
administrative data.
Currently, the hospital submits
only inpatient data for benchmark-
ing purposes. The new initiative
will now also include outpatient
data, including patients admitted for
observation, Emergency
Department visits, outpatient sur-
geries and post-procedure patients.
All charge detail data will be sub-
mitted on every patient.
“This outpatient data will pro-
vide a much more comprehensive
analysis of our services,” said
Sahlfeld. “It is something our physi-
cians have asked for.”
Information Technology
Services and Organizational
Improvement partnered to identify
data components, write reports and
verify data. The University of
Kansas Hospital was the first hospi-
tal to submit data for the pilot
project, which should be completed
this fall. The data will be shared
with all UHC member hospitals.
Hospital Chosen for National Pilot Project
Staff from Information Technology Services and Organizational Improvement arepartnering on a national pilot project to help teaching hospitals improve perform-ance. Pictured are, front row (from left) Cathy Boekstal and Gail Sahlfeld; backrow (from left) Kathy Hazlewood, Gail Christopherson, Chip Hulen and Bart Albers.
“This (pilot project) will allow us to benchmark our performance against othersystems like ours.” Gail Sahlfeld
The University of Kansas Hospital’s
Clinical Labs walkers raised more than
$11,700 for the American Heart
Association in this year’s Heart Walk.
Shirley Weber, Organizational
Improvement, was the top individual
fund-raiser with $3,042.50. The final tally
for this year’s campus-wide effort was
$76,915.86, which placed the KUMC
team second in the region after
Yellow Corp.
Bob Page, hospital chief operating offi-
cer, and Heart Walk coordinator Amy
Metcalf, relational marketing manag-
er, presented a trophy and certificates
to Clinical Labs walkers and to Weber
for their outstanding efforts.
Pictured left to right (front row) are
Vicki Parsons, Linda Riley and Shirley
Weber; (middle row) Bob Page,
Tracie Lewis, Barbara Beier, Marilee
Means and Tai Nguyen; and (back
row) Dean Merkel, Linda Gorman,
Patricia Sanders-Hall, Charles Bartels,
Cathy Yonkey, Robin Heckelbeck,
Paige Boyer, Stacia Parkhurst-
Hitchcock and Jodi Ballenger.
Other team members not pictured
are: Terry Arthur, Laurie Cindrich,
Duane Crow, Ginger Gault, Anita
Graham, Julie Guess, Teresa Hart,
Margaret Hood, Mary Hornbeck,
Jennifer Jones, Kim Lenz, Mike Martin,
Lisa McLaughlin, Valerie Payne,
Jennifer Ragona, Don Reid, Tracey
Spaeth, Susie Stokes, Ossama Tawfik,
LaVonne Trieu, Elizabeth Whitford,
Beverly Wicker and Marsha Wilson.
Treads & Threads VolunteersMore than 87 Cancer Center
employees and patients have volun-
teered for the hospital’s Treads &
Threads fund-raising gala, which is
set for Sept. 10 at Kansas Speedway.
A volunteer kick-off event took
place July 30 in the Wyandotte
Room. Cancer Center employees
posed with a cardboard cutout of
NASCAR driver Rusty Wallace.
Pictured are (from left) Staci Austin,
Britta Dominguez, Marc Wendling,
Jeff Wright, Cancer Center execu-
tive director, and Alice Sage.
Heart Walk Winners
4
Peer RecognitionBelow, the KU School of Medicine’s Internal Medicine
department recognized support staff members with a
special reception July 29 in Hixson Atrium. Three employ-
ees were chosen from among 43 nominees to receive
the department’s first $1,000 semi-annual peer recogni-
tion awards for their performance and productivity.
Additional awards will be given to employees in August
based upon their contributions toward divisional prof-
itability. The winners received their checks from Susan
Pingleton, MD, Internal Medicine chair. Pictured are (front
row, from left) Susan Pritchard, patient service represen-
tative, Betty Brown, medical assistant, and Janie Allen,
coding/data entry representative. Chris McGoldrick
(back row, left), senior administrator, and Bill McBride,
administrator for Clinical Affairs, served on the employee
incentive committee. Other members (not pictured)
included Broderick Crawford, Saunny Jordan, Carol
Lohman, Barbara Robinson, Lori Rome and Linda Scharf.
Rare ConditionsAbove, the Kansas Fraternal Order of the Eagles Auxiliary
presented a check for more than $20,000 to the KUMC
Genetic Education Center July 28 for medical genetics
education and research. Combined with earlier gifts,
Kansas Eagle Auxiliary members have contributed more
than $27,000 to the center from the sale of handcrafted
items, pens, T-shirts, fund-raising dinners and other activi-
ties during the past year. Robin Talley (center), Kansas
secretary, presented the check to Debra Collins, genetic
counselor, and R. Neil Schimke, MD, clinical geneticist.
The funds support individuals and families who, through
a fluke of biology, have had to deal with one of more
than 5,000 rare genetic conditions that frequently fall
between the cracks of the health care system.
5
Good Night, Dorothy!Left, after 17 years as a night-shift nurse on Unit 53, Dorothy
Carson, RN, celebrated her retirement with friends and col-
leagues July 29. Carson (front row, left) celebrated with Lois
McMillin, RN, who retired in 1999, and (back row, from left)
Brenda Humphrey, Dee Olson, RN, Don Hein, RN, Thu Janes,
RN, Unit 53 nurse manager, and Cindy Diamond, RN. Janes
said Carson was very considerate of her patients, often
using a small flashlight to illuminate her work rather than
turning on the bright overhead lights in a patient’s room.
Grocery Fund-raiserThe Kansas Masonic Cancer
Research Institute (KMCRI) will ben-
efit from purchases made at area
Price Chopper grocery stores between
Sept. 1, 2004, and May 31, 2005. For
the second year, the store will donate
one percent of total qualified purchas-
es. Thirty-five active card-holders
must participate. If you participated
last year, you must re-enroll.
Register online at
www.mypricechopper.com or com-
plete a registration form. Copies are
available on campus at 5028
Robinson and 4030 Robinson or
any Price Chopper Customer
Service Desk. To activate the regis-
tration, present it along with your
card during your next purchase.
Computer SecurityTraining
Securing confidential information
on computer systems and denying
access to unauthorized people are
high priorities for The University of
Kansas Hospital. To help employees
maintain security and meet new
HIPAA rules, all employees who use
computers are now required to take a
computerized security training course.
This training takes approxi-
mately 20-30 minutes and must be
completed by September 30, 2004.
After that date, computer access
may be restricted for employees
who have not completed training.
Like the HIPAA Privacy
Training begun last year, the new
security training is easy to access
from any computer at KUMC.
Employees who are unable to com-
plete training at work due to job
requirements may access the train-
ing from a home computer via the
Internet, with supervisory approval.
To access the training, go to:
http://www2.kumc.edu/chalk/kumed.asp.
Contact the Help Desk at 8-4894
for more information.
2004 Alumni ReunionThe 2004 KUMC Alumni
Reunion will take place Sept. 17-19.
Events include a welcome picnic, a
historical slide show, deans’ updates,
presentations on advances in patient
care and scientific discoveries at
KUMC, class reunion festivities,
departmental celebrations and an
awards gala.
Details are posted at
www.kumc.edu/alumni or contact
the KUMC Alumni Associations at
913-588-7963 or 888-679-5951.
Directions Phone LinePatients and visitors who need
directions to The University of
Kansas Hospital may now obtain
them by calling a dedicated phone
number, 913-588-5555. The record-
ed message contains five options
for obtaining directions from all
parts of the Kansas City metropoli-
tan area and beyond:
1. St. Joseph, KCI Airport and the
Northland
2. Olathe, Overland Park and
Johnson County
3. Topeka, Lawrence and
Leavenworth
4. Blue Springs, Independence and
Downtown Kansas City
5. Joplin, Belton, Grandview and
Lee’s Summit
The new service will benefit
both the hospital and the entire
KUMC campus since anyone can
use it. Written directions and a map
are available on the hospital’s Web
site, www.kumed.com. People can
also call the hospital switchboard at
913-588-5000 for extra assistance.
Worlds of Fun TicketsWednesday, Aug. 11, is the
deadline for purchasing tickets for
KUMC day at Worlds of Fun/
Oceans of Fun on Saturday, Aug. 14.
Tickets cost $18.95 each for chil-
dren and adults.
Tickets provide admittance
to both parks and include a late
afternoon Mexican-style meal.
6
7
To purchase tickets, stop by
1024 Murphy from 8 a.m.-1 p.m.
weekdays. For more information,
contact Tamela Loos at 8-5148.
Wichita CelebrationIn celebration of the University of
“Our goal is to expose students to research early in their
education, with the hope that this experience will encourage
them to pursue research as a career,” explained Paul
Terranova, PhD, professor and director of the KU School
of Medicine’s Center for Reproductive Biology and coor-
dinator of the Summer Scholars Program.
The program is made possible by a National Institutes
of Health grant. Joan Hunt, PhD, is coordinator of the
statewide Summer Scholar Program and principal investi-
gator of the grant, which was recently renewed for nearly
$18 million and expanded to cover several additional
research initiatives over five years. She is the senior associ-
ate dean for Research and Graduate Education at the SoM.
The Summer Scholars Program exposes talented highschool and college students to biomedical research.Participants in this year’s program included, from left,Christal Carpenter, Lauren Reed, Macole Mayweather, Joan Hunt, PhD, senior associate dean for Research andGraduate Education, KU School of Medicine, Ashley Burdex,Corey McKain and Mark Fisher, PhD, associate professor,Molecular Biology, and a scientist-mentor for the program.
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For Rent:2 apartments: 1 BR, 2 BR, in triplex, allutilities paid, within walking distance ofKUMC. 913-397-6476 or 913-722-5735.
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Irene M. Cumming Donald Hagen, MDPresident and CEO Executive Vice ChancellorThe University of University of KansasKansas Hospital Medical Center
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