July 27th, 2009
Health Care Reform…
What is Being Said; What is NOT Being Said - and Why We had Better CHANGE
Last week I went to hear President Obama speak while he was visiting Shaker Heights. I came away from his speech inspired and even more focused on looking at our own health care costs in our hospital and our community… and in consideration of what are we doing to change ourselves and our system.
At ACH, we are just a microcosm of what is happening on a national basis. Compared with larger cities in Ohio and to other health care facilities in the region, the cost of care in Stark County is far less than in most places, yet, it is getting more expensive all the time. We are self-funded in terms of health coverage for our hospital employees. If the current trend continues we will drive ourselves out of business because our own health care costs are simply too high.
The most important message I heard President Obama give is this: all of us should be demanding change and the quicker, the better. Health care is hurting the economy big time and just because we haven’t experienced job changes here at ACH yet, it is a fact many Americans have and many more will. I believe the President should keep pushing the issue. I wish he would appoint a group of objective experts (with no political agendas and who are simply inspired by the desire to do the right thing) as the team to take a fair plan to Congress and urge them to get it passed. Now that would be real change.
It wasn’t long ago I heard Tom Daschle and Tommy Thompson’s recorded comments agreeing on almost 80% of the things that should be done to fix health care. Why not start with that list?
What happens when the stimulus dollars for Cobra-assisted health insurance runs out? Many hospitals have already had layoffs.. Fortunately, we have been able to avoid this at ACH to date. Yet, how much will laid-off employees be spending for their Cobra plans? At our hospital, we offer three health plans. For those employees utilizing our highest level of coverage, it would cost $22,000 for family coverage. The least expensive option plan at ACH (which includes an HRA) would still be $9,000 a year. Both plans are extremely costly, particularly if you are receiving only an unemployment salary.
Somehow, we have heard so much about the uninsured that many of us with coverage haven’t really taken a close look at what is actually happening to both us and to the health care system as a whole. What is not being said is that there really isn’t enough money around to make the current system work and that we all are going to have to pay more, expect less, and assume more responsibility for our own health care costs and our own individual health, period.
I can’t change what is happening on the national level but I can begin at home by trying to impact change here at the local level. I want to double check our statistics, but a few years ago the hospital was paying about 70% of the cost of family coverage and 94% of the health care costs for single coverage for full time employees. Today those numbers are 85% and 88%, respectively. Our costs of care have skyrocketed, so our employees are paying more for family coverage even though their share of the costs is actually down from just a few years ago. Similarly, singles are paying more of their costs on a percentage basis and yet, there is less money for wages and needed investments today.
It is clear that we need to redesign our health benefit plan to include incentives for taking better care of individual health (and that of dependent family members). We need to promote transparency so that people can know what their out-of-pocket expenses for health care will be PRIOR to receiving services. We are part of the health care system, so we need to teach ourselves and others how to shop for health care smarter.
At one time in my career, I was in favor of a single payer system that was not necessarily public or private. I was just trying to simplify the paperwork and bureaucracy. But perhaps the most useful single payment system would be one that is not entirely unlike the one I hear the President suggesting. With an ideal single payment system, pricing should be known in advance of service. As it stands, billing and the payment of insurance claims are far too bureaucratic and costly and the buyer is too disconnected to be able to determine the best way to spend their health dollars. Transparency and competition in health care care will benefit all consumers. It will help ensure accountability -- either by forcing us to pay more for health care services services by choice or by forcing us to take better care of ourselves -- or both.
I want to give President Obama 100% of my support for demanding that the system change and I wish that he would not relax his timetable. Hopefully he will find a way to get something done in Congress without having to bargain for it. Let's hope he will be able to encourage his peers (i.e. fellow politicians) to do the right thing.
-Stan
P.S. There is very little with which I could disagree in President Obama’s Shaker Heights presentation, but there were two comments he made which gave me extra consideration. One such statement was a remark about how people in unions are not actually receiving pay increases because their health care costs are going up faster than their salaries. The truth is, this problem is affecting all employees, both union and non-union. Likewise, I agreed with his assertion that the Cleveland Clinic is a world class health center, but I am unconvinced that it is the model of efficiency for our own health system. If you drove down the road an hour (within Stark County), the cost of your open heart procedure could be almost $100,000 less than it might be at the Cleveland Clinic. That is why we need known pricing and transparency. Our health system is ready to compete -- we must change our manner of educating consumers so that our businesses outside of health care can compete globally.
Wednesday, July 29, 2009
Monday, July 13, 2009
July 8th
Headed off for some vacation, but before taking off, wanted to play some catch up from a few stories from 2009…
From JC: Miracle Workers
Summary from 55 days of ER/ICU/Community Care/Rehab:
I could go on forever…but let me summarize:
~Dr. Catalano and the ER staff were so helpful
~I equate the care I received at CCC to ICU and ICU to the best
~CCC/rehab colleagues are miracle workers. I am confident that my husband would not have walked again without Mike,Amanda,Maggie and Carol
~Outpatient therapy continued to work their magic
From CB:
Three surgeries this past year, the last from Dr. Palutsis, he was excellent. The whole hospital, atmosphere was just unbelievable.
Just wanted to recognize certain people. Bob Mick night shift, the rest of nurses on # East and Lori in Nuclear medicine, she was right there by my side and she was wonderful.
Anonymous: Thank You to my doctors. Dr Kolb, Dr. Byers, Dr. Johnson and Dr. Singh
Headed off for some vacation, but before taking off, wanted to play some catch up from a few stories from 2009…
From JC: Miracle Workers
Summary from 55 days of ER/ICU/Community Care/Rehab:
I could go on forever…but let me summarize:
~Dr. Catalano and the ER staff were so helpful
~I equate the care I received at CCC to ICU and ICU to the best
~CCC/rehab colleagues are miracle workers. I am confident that my husband would not have walked again without Mike,Amanda,Maggie and Carol
~Outpatient therapy continued to work their magic
From CB:
Three surgeries this past year, the last from Dr. Palutsis, he was excellent. The whole hospital, atmosphere was just unbelievable.
Just wanted to recognize certain people. Bob Mick night shift, the rest of nurses on # East and Lori in Nuclear medicine, she was right there by my side and she was wonderful.
Anonymous: Thank You to my doctors. Dr Kolb, Dr. Byers, Dr. Johnson and Dr. Singh
Tuesday, July 7, 2009
It Has Been A While
July7th
It has been awhile… but my inspiration to Blog was triggered by a card received from a patient. It made my day and I am sure it will make others'. It was that simple reminder why we are all here. In the midst of all the distractions and interruptions that divert our focus, a reminder that the patient should be at the center of all we do was and is a good thing.
In her card, M.D. writes:
“I have been to the hospital and to several doctors' offices many times…recently I became very ill and visited the ACH emergency (department)…I was treated with compassion and kindness and felt so comfortable with my care…I never met a doctor who made me feel he had all the time I needed to answer all of my questions and really cared about me, as (did) Dr. Bosch…I will always be grateful…the nurses couldn’t have been more attentive and their kindness will always be appreciated…a special thank you to Rhonda and Debbie…I am so proud to let others know what a great emergency room and hospital we have in our community."
Great work. Glad to be part of the ACH family.
Stan
It has been awhile… but my inspiration to Blog was triggered by a card received from a patient. It made my day and I am sure it will make others'. It was that simple reminder why we are all here. In the midst of all the distractions and interruptions that divert our focus, a reminder that the patient should be at the center of all we do was and is a good thing.
In her card, M.D. writes:
“I have been to the hospital and to several doctors' offices many times…recently I became very ill and visited the ACH emergency (department)…I was treated with compassion and kindness and felt so comfortable with my care…I never met a doctor who made me feel he had all the time I needed to answer all of my questions and really cared about me, as (did) Dr. Bosch…I will always be grateful…the nurses couldn’t have been more attentive and their kindness will always be appreciated…a special thank you to Rhonda and Debbie…I am so proud to let others know what a great emergency room and hospital we have in our community."
Great work. Glad to be part of the ACH family.
Stan
Wednesday, April 8, 2009
The Planetree Difference
April 8, 2009
Haven’t blogged for a while, so might as well start off with a really good one.
As I was walking through the Café this morning a good friend of mine stopped me to say “Hi.” Although she was here on community business, she wanted to talk about her family’s experience of being in a Planetree Hospital. She asked me to pass on comments to all of the appropriate personnel and colleagues --- especially those in our ICU.
Her father recently passed away here and she said that the total support and care given to her dad and entire family and all the accommodations that were made, left her feeling that there was literally nothing more that we could have done. She wanted to make sure our colleagues knew how much they were appreciated by all of the members of her family. Obviously, she said she could see the differences of being in a Planetree Hospital and how our staff seems to know just how to demonstrate their compassion and caring.
Recently, I had the privilege of attending the National Healthcare Conference in Chicago. There were many relevant sessions that I attended that will assist our organization, but the most rewarding and beneficial part of experience was the chance meeting I had with the author of “Why Hospitals should Fly,” Mr. John Nance. His book should be required reading for all who are interested in patient safety and quality in hospitals. Although some may view it as being farfetched and idealistic, I feel we need more writings of this nature that are transparent in a very meaningful way. It clearly identifies a very necessary cultural change that is needed in many of our hospitals.
Hopefully, it will inspire our organization as well as many others.
Haven’t blogged for a while, so might as well start off with a really good one.
As I was walking through the Café this morning a good friend of mine stopped me to say “Hi.” Although she was here on community business, she wanted to talk about her family’s experience of being in a Planetree Hospital. She asked me to pass on comments to all of the appropriate personnel and colleagues --- especially those in our ICU.
Her father recently passed away here and she said that the total support and care given to her dad and entire family and all the accommodations that were made, left her feeling that there was literally nothing more that we could have done. She wanted to make sure our colleagues knew how much they were appreciated by all of the members of her family. Obviously, she said she could see the differences of being in a Planetree Hospital and how our staff seems to know just how to demonstrate their compassion and caring.
Recently, I had the privilege of attending the National Healthcare Conference in Chicago. There were many relevant sessions that I attended that will assist our organization, but the most rewarding and beneficial part of experience was the chance meeting I had with the author of “Why Hospitals should Fly,” Mr. John Nance. His book should be required reading for all who are interested in patient safety and quality in hospitals. Although some may view it as being farfetched and idealistic, I feel we need more writings of this nature that are transparent in a very meaningful way. It clearly identifies a very necessary cultural change that is needed in many of our hospitals.
Hopefully, it will inspire our organization as well as many others.
Tuesday, March 17, 2009
Going from Good to Great
Going from good to great….all it takes is a willingness to want to be the best.
March 16th, 2009
Today was a good day. A colleague told me about a personal health caring experience regarding herself and one of her family members. Overall everything was really, really good….but yes; there was a but.
Treatment in the ER was appropriate and comforting…her relative was admitted and the family was advised that the surgeon would be in very early in the morning to meet with patient. Expectations were set and the whole family organized themselves to help. All their planning didn’t work out as well as expected and many things had to be rearranged because the surgeon’s and hospital's timetable changed by almost five hours. I am not sure whether the timetable could have been adjusted. Perhaps the only thing which might have helped would have been an explanation about the reason for the delay as soon as it could have possibly been communicated, so that the patient and their family would have been expecting the delay.
Is there a learning lesson here?
Having this discussion reminded me about something that is special about the way we practice here at ACH.
What is interesting to me is how often patients and members of their family use the words “I really don’t want to get anyone in trouble” and truly, they don’t. However, they do want someone to understand what dissatisfied them and didn’t meet their expectations -- or why their expectations were not met. Just as often when I follow up on a complaint (which I consider a great opportunity to do something better), I here these words from a colleague or a physician: “You have to hear my side of it”. Usually they are a little startled when I say that I don’t.
Then I go on to explain why. I let them know the reason I don’t have to hear "their side," is because I believed whatever they were doing, they were trying to do the right thing. The point is the customer, or in this case the patient, is always right. What is most important is that we have an opportunity to figure out what we could have done to meet or exceed their expectations.
Time is critical, especially if the patient is still at the hospital -- and the focus should always be on how could we make it better. If we are willing to accept constructive criticism, knowing that no one will get in trouble, and focus on what could we have done differently rather than worrying about explaining what happened, we are well on the way from going from good to great.
Below is a message we give to patients when they come into our facility. I think it is worth repeating. We actually tell our patients our expectations of them. We encourage them to express their complaints to us.
A Welcome To Our ACH/Planetree
Customers and Guests, Families and Friends
We, the Colleagues, Physicians and Volunteers are striving to help Alliance Community Hospital (ACH) become the Premier Community Hospital in the State of Ohio, which means:
The Best People Providing the Best Service and the Best Place To Work
As a Planetree Hospital our models of “Health Caring” are cultivating an environment and service philosophy that combines the best of hospitals with the best of spas and hotels…where just being here begins the comforting or healing process.
Our Expectation of You, our Customer and Guest
We can only achieve this vision with your help. Throughout your visit or stay here you will constantly be asked “Is there anything else I or a fellow colleague can do for You?” This is your cue to let us know how we could go from being good (in your eyes) to being great, or if we haven’t met your expectations, how we might do so. Other hospitals may view your advice or suggestions as "tattle tales" or getting someone into trouble; we view them as free consulting advice.
So please when you are asked, let us know the little things that you would appreciate to make your stay or visit with us special or more comforting.
Every department or service you visit or use has their Vision and Health Caring Standards posted or published. Please look for them and read them. We know we are not perfect and there are times when if you were rating our service you might not be able to say it was excellent. Please take the next opportunity when one of our colleagues asks “Is there anything else I or a fellow colleague can do for You?” to let them know what would help you or perhaps the next customer or guest. We thank you in advance for helping us help others.
During your stay or visit with us any of our colleagues may offer you their business card. On the bottom of their card is the leader of the service or department with whom the colleague works. If the colleague can’t respond to your request directly, their boss is available to help back them up. If for any reason they might not be able to respond to your need, feel free to turn the card over and contact me directly, Stan Jonas, CEO, Alliance Community Hospital. My direct business and home numbers, along with e-mail, are also listed. We know every one of our customers and guests are individuals and everyone may have different needs.
Again, we value your opinions and suggestions and for helping us to continually improve and pay attention to the things that are most important to you our customer and guest.
Sincerely,
Stan W. Jonas, Chief Executive Officer
Alliance Community Hospital
Sometimes people still are hesitant to express their dissatisfaction until after they have left the hospital. So, if the patient or the family member is hesitant to express their feelings, how might we encourage that?
The easiest way is to always ask our strategic question. "Is there anything else I or a fellow Colleague can do for you?" It is what differentiaties us from our competition each and every chance we get.
Thanks for listening.
Stan
March 16th, 2009
Today was a good day. A colleague told me about a personal health caring experience regarding herself and one of her family members. Overall everything was really, really good….but yes; there was a but.
Treatment in the ER was appropriate and comforting…her relative was admitted and the family was advised that the surgeon would be in very early in the morning to meet with patient. Expectations were set and the whole family organized themselves to help. All their planning didn’t work out as well as expected and many things had to be rearranged because the surgeon’s and hospital's timetable changed by almost five hours. I am not sure whether the timetable could have been adjusted. Perhaps the only thing which might have helped would have been an explanation about the reason for the delay as soon as it could have possibly been communicated, so that the patient and their family would have been expecting the delay.
Is there a learning lesson here?
Having this discussion reminded me about something that is special about the way we practice here at ACH.
What is interesting to me is how often patients and members of their family use the words “I really don’t want to get anyone in trouble” and truly, they don’t. However, they do want someone to understand what dissatisfied them and didn’t meet their expectations -- or why their expectations were not met. Just as often when I follow up on a complaint (which I consider a great opportunity to do something better), I here these words from a colleague or a physician: “You have to hear my side of it”. Usually they are a little startled when I say that I don’t.
Then I go on to explain why. I let them know the reason I don’t have to hear "their side," is because I believed whatever they were doing, they were trying to do the right thing. The point is the customer, or in this case the patient, is always right. What is most important is that we have an opportunity to figure out what we could have done to meet or exceed their expectations.
Time is critical, especially if the patient is still at the hospital -- and the focus should always be on how could we make it better. If we are willing to accept constructive criticism, knowing that no one will get in trouble, and focus on what could we have done differently rather than worrying about explaining what happened, we are well on the way from going from good to great.
Below is a message we give to patients when they come into our facility. I think it is worth repeating. We actually tell our patients our expectations of them. We encourage them to express their complaints to us.
A Welcome To Our ACH/Planetree
Customers and Guests, Families and Friends
We, the Colleagues, Physicians and Volunteers are striving to help Alliance Community Hospital (ACH) become the Premier Community Hospital in the State of Ohio, which means:
The Best People Providing the Best Service and the Best Place To Work
As a Planetree Hospital our models of “Health Caring” are cultivating an environment and service philosophy that combines the best of hospitals with the best of spas and hotels…where just being here begins the comforting or healing process.
Our Expectation of You, our Customer and Guest
We can only achieve this vision with your help. Throughout your visit or stay here you will constantly be asked “Is there anything else I or a fellow colleague can do for You?” This is your cue to let us know how we could go from being good (in your eyes) to being great, or if we haven’t met your expectations, how we might do so. Other hospitals may view your advice or suggestions as "tattle tales" or getting someone into trouble; we view them as free consulting advice.
So please when you are asked, let us know the little things that you would appreciate to make your stay or visit with us special or more comforting.
Every department or service you visit or use has their Vision and Health Caring Standards posted or published. Please look for them and read them. We know we are not perfect and there are times when if you were rating our service you might not be able to say it was excellent. Please take the next opportunity when one of our colleagues asks “Is there anything else I or a fellow colleague can do for You?” to let them know what would help you or perhaps the next customer or guest. We thank you in advance for helping us help others.
During your stay or visit with us any of our colleagues may offer you their business card. On the bottom of their card is the leader of the service or department with whom the colleague works. If the colleague can’t respond to your request directly, their boss is available to help back them up. If for any reason they might not be able to respond to your need, feel free to turn the card over and contact me directly, Stan Jonas, CEO, Alliance Community Hospital. My direct business and home numbers, along with e-mail, are also listed. We know every one of our customers and guests are individuals and everyone may have different needs.
Again, we value your opinions and suggestions and for helping us to continually improve and pay attention to the things that are most important to you our customer and guest.
Sincerely,
Stan W. Jonas, Chief Executive Officer
Alliance Community Hospital
Sometimes people still are hesitant to express their dissatisfaction until after they have left the hospital. So, if the patient or the family member is hesitant to express their feelings, how might we encourage that?
The easiest way is to always ask our strategic question. "Is there anything else I or a fellow Colleague can do for you?" It is what differentiaties us from our competition each and every chance we get.
Thanks for listening.
Stan
Wednesday, February 11, 2009
Catching Up . . .
February 11, 2009
Catching up… an opportunity and two letters from January.
Yesterday one of our out patient guests called to suggest we do something about improving the
parking for patients and visitors of our professional office building on Arch and State. The good news is, it is very busy with many patients and visitors coming and going… the bad news is, sometimes the folks who shouldn’t walk far (particularly in inclement weather) are parked in spots that are the farthest away from the entry doors.
Although we hand out information throughout the campus about our Shuttle Service, many of our patients and guests are still not aware of how to take advantage of that service. Dan, who is the most frequent driver of our shuttle (which is a white Toyota Scion), carries a cell phone,330-417-5454. If you call him from your parking spot, he will pick you up and drop you off at the entrance which is most convenient to you. At the conclusion of your service, you can ask an ACH colleague to call Dan and he will bring you back to your car.
In January, one of our patients (J.W.) wrote, “Dear Mr. Jonas: During the night my temperature rose to a disturbing level and my nurse called a 'rapid response'…a team brought me back to normal with compassionate and loving professionalism…I ask that you express my appreciation to all the registered nurses, aides, and clinical technicians who treated me with great respect and skill…also commend your housekeepers who were also very friendly and caring. I would be remiss not to include Dietary who accommodated my special needs…(what a) wonderful hospital staff for the Alliance Community."
Also in January, our nursing supervisor received a call from the wife of one of our patients. She wanted to tell us about the excellent care that was received in the ER, "especially Dr. Kolb and the nurse that assisted… Dr. McNally picked up with Dr. MkParu.." She wanted all to know how grateful she was.
Hope to talk with you soon.
Stan
Catching up… an opportunity and two letters from January.
Yesterday one of our out patient guests called to suggest we do something about improving the
parking for patients and visitors of our professional office building on Arch and State. The good news is, it is very busy with many patients and visitors coming and going… the bad news is, sometimes the folks who shouldn’t walk far (particularly in inclement weather) are parked in spots that are the farthest away from the entry doors.
Although we hand out information throughout the campus about our Shuttle Service, many of our patients and guests are still not aware of how to take advantage of that service. Dan, who is the most frequent driver of our shuttle (which is a white Toyota Scion), carries a cell phone,330-417-5454. If you call him from your parking spot, he will pick you up and drop you off at the entrance which is most convenient to you. At the conclusion of your service, you can ask an ACH colleague to call Dan and he will bring you back to your car.
In January, one of our patients (J.W.) wrote, “Dear Mr. Jonas: During the night my temperature rose to a disturbing level and my nurse called a 'rapid response'…a team brought me back to normal with compassionate and loving professionalism…I ask that you express my appreciation to all the registered nurses, aides, and clinical technicians who treated me with great respect and skill…also commend your housekeepers who were also very friendly and caring. I would be remiss not to include Dietary who accommodated my special needs…(what a) wonderful hospital staff for the Alliance Community."
Also in January, our nursing supervisor received a call from the wife of one of our patients. She wanted to tell us about the excellent care that was received in the ER, "especially Dr. Kolb and the nurse that assisted… Dr. McNally picked up with Dr. MkParu.." She wanted all to know how grateful she was.
Hope to talk with you soon.
Stan
Monday, February 9, 2009
Thanks to All
February 9th, 2009
C.T. writes:
"During a recent visit to my family in Ohio I became very ill, necessitating a visit to the ER…from the first person who I encountered …to the last person that discharged me, everyone was professional and kind. Lynn was very efficient and so caring…the radio logic technologists were also very professional and used two patient identifiers…I am sorry didn’t catch their names. They were instantly by my side when I needed them due to my medications……the doctor, nurses, and ancillary staff that took care of me were exemplary. Please convey my thanks and praise to all of them."
C.T. writes:
"During a recent visit to my family in Ohio I became very ill, necessitating a visit to the ER…from the first person who I encountered …to the last person that discharged me, everyone was professional and kind. Lynn was very efficient and so caring…the radio logic technologists were also very professional and used two patient identifiers…I am sorry didn’t catch their names. They were instantly by my side when I needed them due to my medications……the doctor, nurses, and ancillary staff that took care of me were exemplary. Please convey my thanks and praise to all of them."
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