Comments for Sharing thoughts, ideas and suggestions on hardwiring success http://quintsblog.wordpress.com Wed, 11 Nov 2009 20:19:28 +0000 http://wordpress.com/ hourly 1 Comment on It’s the Bounce Back that’s Crucial by Marty Gutkin http://quintsblog.wordpress.com/2009/11/11/its-the-bounce-back-thats-crucial/#comment-1731 Marty Gutkin Wed, 11 Nov 2009 20:19:28 +0000 http://quintsblog.wordpress.com/?p=157#comment-1731 Enjoyed the story on Clark Memorial. They deserve the accolades. Reading between the lines......I think there is pride there. Don't know if Quint has addressed pride; self pride, pride in what one does, pride in the team, pride in the organization, pride in the product. Today is Veterans Day. Talk about pride, let's talk about our military and what they have done for over 200 years. I'd like to hear thoughts on pride and the role it plays in making great organizations. Enjoyed the story on Clark Memorial. They deserve the accolades. Reading between the lines……I think there is pride there. Don’t know if Quint has addressed pride; self pride, pride in what one does, pride in the team, pride in the organization, pride in the product.

Today is Veterans Day. Talk about pride, let’s talk about our military and what they have done for over 200 years.

I’d like to hear thoughts on pride and the role it plays in making great organizations.

]]> Comment on It’s the Bounce Back that’s Crucial by Maria Motsavage http://quintsblog.wordpress.com/2009/11/11/its-the-bounce-back-thats-crucial/#comment-1730 Maria Motsavage Wed, 11 Nov 2009 19:22:00 +0000 http://quintsblog.wordpress.com/?p=157#comment-1730 Great article. In these difficult, challengin tiems for health care, we all need to be ready to "bounce back" and sustain our excellent results. Our Studer training has always allowed us to do that. Great article. In these difficult, challengin tiems for health care, we all need to be ready to “bounce back” and sustain our excellent results. Our Studer training has always allowed us to do that.

]]> Comment on It’s the Bounce Back that’s Crucial by Jamie Bryant http://quintsblog.wordpress.com/2009/11/11/its-the-bounce-back-thats-crucial/#comment-1729 Jamie Bryant Wed, 11 Nov 2009 18:23:46 +0000 http://quintsblog.wordpress.com/?p=157#comment-1729 Mr. Studer, I found this particular post very interesting. Bounce back is important and even more so in these trying economic times. What are some pointers to bouncing back when your hospital is situated in the middle of counties facing huge losses due to business closures or layoffs? Uninsured patients are growing and commercial insurance business is dropping. Any creative tips to help out in this situation? Mr. Studer,

I found this particular post very interesting. Bounce back is important and even more so in these trying economic times. What are some pointers to bouncing back when your hospital is situated in the middle of counties facing huge losses due to business closures or layoffs? Uninsured patients are growing and commercial insurance business is dropping. Any creative tips to help out in this situation?

]]> Comment on Preventing Patient Readmissions Improves Bottom Line Results by Don Hoffman http://quintsblog.wordpress.com/2009/06/24/preventing-patient-readmissions-improves-bottom-line-results/#comment-1728 Don Hoffman Wed, 11 Nov 2009 17:27:48 +0000 http://quintsblog.wordpress.com/?p=127#comment-1728 I would agree, if possible coordination of the discharge phone calls would be optimal, but no always possible due to the physical logistics. It would be a high leverage activity. I would agree, if possible coordination of the discharge phone calls would be optimal, but no always possible due to the physical logistics. It would be a high leverage activity.

]]> Comment on Preventing Patient Readmissions Improves Bottom Line Results by Don Hoffman http://quintsblog.wordpress.com/2009/06/24/preventing-patient-readmissions-improves-bottom-line-results/#comment-1727 Don Hoffman Wed, 11 Nov 2009 17:25:56 +0000 http://quintsblog.wordpress.com/?p=127#comment-1727 Jan, My area includes three hospitals, the largest is about 400 beds, the smallest about 25. Our priority for who should make the call is as follows (for inpatient units): 1. The RN who provided the care 2. The charge nurse 3. A registered nurse who might be on restricted or light duty due to injury In the ED, we use a registered nurse who is on light duty or part time. In our case this RN is dedicated to doing the discharge phone calls because the call load is very heavy, even after we have focused our calling circle to peds, chest pains and flu symptoms Jan,

My area includes three hospitals, the largest is about 400 beds, the smallest about 25. Our priority for who should make the call is as follows (for inpatient units):
1. The RN who provided the care
2. The charge nurse
3. A registered nurse who might be on restricted or light duty due to injury
In the ED, we use a registered nurse who is on light duty or part time. In our case this RN is dedicated to doing the discharge phone calls because the call load is very heavy, even after we have focused our calling circle to peds, chest pains and flu symptoms

]]> Comment on The Top Ten Mistakes in Setting Goals by Eleanor Rogers http://quintsblog.wordpress.com/2009/11/05/the-top-ten-mistakes-in-setting-goals/#comment-1726 Eleanor Rogers Fri, 06 Nov 2009 02:00:38 +0000 http://quintsblog.wordpress.com/?p=152#comment-1726 I am wondering if any readers have an opinion on how to determine an appropriate target for a customer service goal. Our organization is currently at the 90th percentile of our Press Ganey peer group, and are in the process of setting a customer goal for the next calendar year. We are debating whether there is really that much of a difference to customers between an organization that is performing at the 90th percentile of the peer group and one that is at the 99th percentile? Should our goal, and that of every health care organization be to attain the 99th percentile, and what affect will this journey have on the other important priorities of the organization? I am wondering if any readers have an opinion on how to determine an appropriate target for a customer service goal. Our organization is currently at the 90th percentile of our Press Ganey peer group, and are in the process of setting a customer goal for the next calendar year. We are debating whether there is really that much of a difference to customers between an organization that is performing at the 90th percentile of the peer group and one that is at the 99th percentile? Should our goal, and that of every health care organization be to attain the 99th percentile, and what affect will this journey have on the other important priorities of the organization?

]]> Comment on The Top Ten Mistakes in Setting Goals by Jonathan Kovall, MBA http://quintsblog.wordpress.com/2009/11/05/the-top-ten-mistakes-in-setting-goals/#comment-1725 Jonathan Kovall, MBA Fri, 06 Nov 2009 01:36:15 +0000 http://quintsblog.wordpress.com/?p=152#comment-1725 Very good article, which emphasizes the importance of fairness and accountability in goal setting. It is very dangerous if one individual yields too much influence or power over any particular goal in a health care organization. Goals should be a stretch, but not to the point where they are based on unrealistic or unattainable expectations. An astute CEO and Board must use judgement when approving goals to attain a proper balance between the sometimes overzealous recommendations of key advisors and what they know from experience to be an appropriate stretch goal. Failure to do so can lead to serious morale issues, burnout of key leaders, and decline of overall performance in quality and financial performance. Very good article, which emphasizes the importance of fairness and accountability in goal setting. It is very dangerous if one individual yields too much influence or power over any particular goal in a health care organization. Goals should be a stretch, but not to the point where they are based on unrealistic or unattainable expectations. An astute CEO and Board must use judgement when approving goals to attain a proper balance between the sometimes overzealous recommendations of key advisors and what they know from experience to be an appropriate stretch goal. Failure to do so can lead to serious morale issues, burnout of key leaders, and decline of overall performance in quality and financial performance.

]]> Comment on The Top Ten Mistakes in Setting Goals by Janet Silverman http://quintsblog.wordpress.com/2009/11/05/the-top-ten-mistakes-in-setting-goals/#comment-1724 Janet Silverman Thu, 05 Nov 2009 21:27:03 +0000 http://quintsblog.wordpress.com/?p=152#comment-1724 The organization I work in has a goal of nothing less than 99th percentile performance in customer satisfaction, and this is creating a tremendous strain on the organization. Our leaders are feeling very overwhelmed and 75 percent of them are being penalized on their evaluations for not reaching these very ambitious goals. I am concerned that other aspects of the organization are slipping (quality, finance, morale, innovation, new business development, etc.) as we put such a disproportionate share of our resources into being the absolute best in customer service, as compared to our peer group. How do you determine the "right" customer goal for an organization? Should we all be shooting for nothing less than 99th percentile performance? Are we failing if we compromise on this and set a goal to be at or above the 90th percentile? The organization I work in has a goal of nothing less than 99th percentile performance in customer satisfaction, and this is creating a tremendous strain on the organization. Our leaders are feeling very overwhelmed and 75 percent of them are being penalized on their evaluations for not reaching these very ambitious goals. I am concerned that other aspects of the organization are slipping (quality, finance, morale, innovation, new business development, etc.) as we put such a disproportionate share of our resources into being the absolute best in customer service, as compared to our peer group. How do you determine the “right” customer goal for an organization? Should we all be shooting for nothing less than 99th percentile performance? Are we failing if we compromise on this and set a goal to be at or above the 90th percentile?

]]> Comment on How Much Evidence is Enough? by jim http://quintsblog.wordpress.com/2009/10/28/how-much-evidence-is-enough/#comment-1722 jim Thu, 29 Oct 2009 21:21:04 +0000 http://quintsblog.wordpress.com/?p=149#comment-1722 I had the same kind of revelation yesterday evening while watching the Yankees in the world series. My wife is the ultimate fan and made this observation. The manager Joe Girardi was witnessing one of his relief pitchers doing a great job to get out of an inning (maybe even considered a super performance) however when it came to the third out he switched pitchers. Joe had all the information that supported the probabilities of a successful decision however he was ignoring the reality of what was happening to stay with the current pitcher. I wonder if the evidence becomes to much of a crutch when making a decision?.. I had the same kind of revelation yesterday evening while watching the Yankees in the world series. My wife is the ultimate fan and made this observation. The manager Joe Girardi was witnessing one of his relief pitchers doing a great job to get out of an inning (maybe even considered a super performance) however when it came to the third out he switched pitchers. Joe had all the information that supported the probabilities of a successful decision however he was ignoring the reality of what was happening to stay with the current pitcher. I wonder if the evidence becomes to much of a crutch when making a decision?..

]]> Comment on How Much Evidence is Enough? by Mark Welch http://quintsblog.wordpress.com/2009/10/28/how-much-evidence-is-enough/#comment-1721 Mark Welch Thu, 29 Oct 2009 14:28:20 +0000 http://quintsblog.wordpress.com/?p=149#comment-1721 I really need to fix that last sentence. It should read, "Doing the right thing isn't necessarily instinctual." Sorry for the poor proof-reading. I really need to fix that last sentence. It should read, “Doing the right thing isn’t necessarily instinctual.”

Sorry for the poor proof-reading.

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