June 20, 2017

In the News: Using Data To Drive Process Improvement And Enhance The Patient Experience

One year ago, Jackson Health System in Miami realized a cultural shift was necessary in order to move forward. An integrated, nonprofit academic medical system deeply committed to offering the highest quality care to the people of Miami-Dade County regardless of their ability to pay, the health system was facing high patient volumes and high lengths of stay, hindering its ability to admit and treat new patients.

With staff working at capacity to serve the flood of patients in need of care, the health system was experiencing patient wait times as high as 728 minutes — the time between room request and patient occupying room. Patients ready for discharge were also delayed, with an average wait time window of nearly 12 hours, and patient transport delays of more than an hour. Contributing factors including time lost in communicating the need to turn around empty rooms, and delays in alerting staff on the availability of ready rooms.

A systemic change was needed to address these challenges, one that fully embraced and employed the implementation of technology to streamline operations, while simultaneously providing supportive, comprehensive training for hospital staff.

With a goal of moving the hospital to the top 10 percent of health systems nationally while remaining steadfast in its mission to provide outstanding care to every patient, our team of nursing, case management, lab, radiology, patient transport, and senior executives launched an in-depth gap analysis of patient experience from arrival to discharge. Collaboration and communication with multiple departments, along with strong buy-in from executive management, was key to this process, as well as to creating a comprehensive picture of operational issues and the roadblocks that were causing systemic delays.

To read more about the incredible outcomes at Jackson Health System, click here.

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