Terry Rose, RN, MHA
Education
- Masters of Science in Healthcare Administration from University of Phoenix Summa Cum Laude
- Bachelors of Science in Organizational Management from Covenant College
- Diploma Degree in Nursing from Erlanger Hospital Summa Cum Laud
Work Experience
Executive Director Emergency Services Memorial Hospital
Chattanooga, Tennessee
Also served as:
Director of Service and Operational Excellence
Director of Endoscopy Services
Memorial North Park Hospital
Hixson, Tennessee
Results
- Increased overall emergency room satisfaction in the Memorial Healthcare System from the 40th percentile in FY 05 (January-March 05) to the 76th percentile in FY 07
- Increased overall patient satisfaction in the Memorial Healthcare System from 50th percentile (FY 05) to 81st percentile (FY 07) in the CHI national database
- Increased overall patient satisfaction on the Memorial North Park from the 50th percentile (FY 05) to the 86th percentile (FY 07) in the CHI national database
- Increased overall inpatient satisfaction in the Memorial Healthcare System from the 69th percentile (FY 05) to the 89th percentile (FY 07) in the CHI national database
- Increased overall outpatient satisfaction in the Memorial Healthcare System from the 40th percentile (FY 05) to the 90th percentile ( FY 07) in the CHI national database
- Increased overall emergency room satisfaction in the Memorial Healthcare System from the 40th percentile (FY 05 ) to the 76th percentile (FY 07) in the CHI national database
- Decreased overall RN turnover from 22% in FY 05 to 11.2% (FY 07)
- Increased employee satisfaction from 79th percentile ( FY 05) to the 90th percentile (FY 07) in the CHI national database
- Increased overall patient satisfaction in the Endoscopy Unit at Memorial North Park Hospital from the 40th percentile in FY 05 (January-March 05) to the 99th percentile in FY 06 (October-December 05) in the CHI national database
- Led the Outpatient Satisfaction Team for the Memorial Healthcare System (April 2005-Novemebr 2006).
- Implementation of LEM and development of objective goals.
- Alignment of organizational initiatives with Mission and Vision through visual design project (Crosswalk of Alignments)
- Developed and maintained a program strategic plan
- Created transparency of communication by creating all-user access to customer satisfaction data
- Developed a measurement dashboard that is communicated weekly to all leaders
- Participated in the creation of a strategic plan for leadership development institutes
- Created and standardized the process for patient complaint tracking and grievance process, including flow charts of the process and leader follow-up letter templates
- Created measurement graphs from patient satisfaction data used consistently with leaders for discussion and coaching on how to improve scores of those questions with high correlations to overall patient satisfaction using key words and rounding on staff and patients, among other tactics.
- Implemented hourly rounding on all patient care units
- Developed rounding feedback tool to be used by leaders in coaching staff
- Designed an interdepartmental survey with strong alignment to customer satisfaction data and leadership accountability, and also a measurement tracking grid and visual graphs for reporting results
- Developed an employee evaluation form for mining data during employee forums, along with a measurement tracking grid and visual graphs for reporting results
- Developed an Emergency Department action plan and measurement dashboard