All Saints Healthcare of Racine, Wisconsin, is Studer Group’s Fire Starter of the Month for December 2004. A partner of Studer Group since the beginning of 2002, this system was selected because of the significant strides it has made in creating a culture of excellence across all Pillars. All Saints Healthcare celebrates these results:
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People: Employee Satisfaction is at the 92nd percentile with over 80% participation rate. All Saints Healthcare has been ranked one of the top ten employers in Southeastern Wisconsin since 2002. System turnover is less than 12% (having been at 16% three years ago).
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Service: Inpatient Satisfaction has been over the 80th percentile for last seven months having started at the 13th percentile over two years ago. The Medical Group Patient Satisfaction has been above the 75th percentile for the last year (having been at the 37th percentile 2 years ago).
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Quality: They are the winner of the 2003 Mastery Level Recipient of the Wisconsin Forward Award (a Malcom Baldrige state equivalent award).
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Financial: Accounts receivables are at 52 days for current year and the average length of stay has been reduced from a budgeted 5.0 days to 4.44 for the same year.
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Growth: Employed Physician turnover is less than 2% and Physician Satisfaction has ranged from the 74th percentile to over the 90th percentile in the last two years.
When asked what was at the heart of the journey, Ken Buser, CEO, points to the focus of living out the mission every day by aligning actions to Pillar Goals. "The Healthcare Flywheel provides that simple but powerful roadmap. Being a faith-based organization and part of the Wheaton Franciscan System, we quickly identified with purpose, worthwhile work and making a difference."
Some specific actions the organization has undertaken havebeenhardwiring executive team rounding, building effective tools for cascading information to staff, and introducing the Studer Group process of High/Medium/Low Performer Conversations.
In looking back at past years, Initiative Champion, Dr. Loren Meyer, VP of Quality and Medical Education says, "For us it wasn’t a matter of getting some great results, but how do we sustain them. As a Baldrige examiner, I see organizations struggle with this. We can never be complacent. Our challenge as leaders is how to get to the next level and sustain it."
When asked about some of the key defining actions or attributes of their culture, Sue Boland, VP of Patient Care Services, points to the leader evaluation system, leadership development, communication aligned to pillar goals and a culture that supports positive communication.
Congratulations to All Saints Healthcare for working together to make significant improvements on their journey to excellence and living out their mission!