Sustainable performance improvement

Houlahan & Stence � Using Performance Data to Improve Service Line Workflow � Described Video (STEPHEN HOULAHAN) Our journey into process improvement with the cardiothoracic service line at Sharp HealthCare, for me, began many years ago when I was the lead supervisor of the surgical intensive care unit. (DESCRIBED VIDEO) 3M Science Applied to Life logo appears on screen with title text that reads, "Using performance data to improve service line workflow." Stephen Houlahan begins speaking and title text appears on screen over video. Stephen Houlahan, senior clinical documentation specialist, Sharp HealthCare. (STEPHEN HOULAHAN) Fast forward, I found myself working with the cardiothoracic surgeons that, at one time, I was elbow to elbow with in patient care. And then I found myself having to ask them questions about their documentation, questions about the specificity of congestive heart failure. (PAM STENCE) We all sat down to figure out what the problems were. We analyzed the data. We realized that there were documentation gaps, and then we worked, collaboratively, with the service line to educate the physicians so that we can improve the reimbursement and the quality on that service line. (DESCRIBED VIDEO) Pam Stence begins speaking, and title text appears on screen over video, Pam Stence, director of clinical documentation improvement, Sharp HealthCare. (PAM STENCE) We've had very positive results, although it was very difficult. We worked with physicians. We worked with the managers. We worked with nurses, the management structure within cardiac services, as well as the operating room, as well as coding. (STEPHEN HOULAHAN) Often, the cardiothoracic surgeons may not want to document a major comorbid condition because they might feel it might reflect negatively upon them. So, as a CDI specialist, we need to create a relationship with them so that they have a certain comfort level to write these things down so that they don't feel that they are going to have some sort of quality deficit that is going to be attributed to them. Then, we can start to actually capture the full complexity of their patients. (PAM STENCE) By seeing what positive results we had with the cardiac service line, we'll be working with other service lines where we see there's opportunity. The financial benefit's always nice because that's what's important to administration. However, ultimately, the documentation and the record improved, and the quality scores will improve as a result of that. The reporting, such as the star ratings, Leapfrog, Health Grade, those scores will also improve, and it will improve the physician's profile online as well. So it's a win-win for everybody. (DESCRIBED VIDEO) 3M Science Applied to Life logo appears on screen and fades away.