Hospital Profile
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| 623 | beds |
| 25,000 | annual inpatient admissions |
| 72,000 | annual patient ED visits |
| 40,000 | emergency department patients per year in level II trauma center |
| 37,000 | surgeries per year in 31 OR suites |
| 415K+ | served in metropolitan area |
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| home contact us 888.436.7284 | ||
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Design and Implementation Projects Washington Client OR  "I've talked with surgeons who have told me, 'It's difficult to practice anywhere else, because when I'm here, I know what's going to happen, it's predictable, I'm more efficient.' That's what it's really all about. It's very rewarding." Gerard F., Vice President Challenge With 623 hospital beds, this non-profit, faith-based hospital is one of the largest hospitals in the Pacific Northwest. EMPATH had previously worked with this client on an emergency department and inpatient performance improvement initiative. With their perioperative services at a low point in operations performance and customer satisfaction, leadership asked EMPATH to assist in accomplishing the necessary changes. The hospital had lost significant market share as its largest orthopedic group took cases to its own ambulatory surgery center. Neurosurgery also informed the hospital that it would initiate a similar strategy. Performance issues included case cancellations and delays, late start times, long room turnover times, and incomplete case carts and equipment. New surgeons were unable to access ORs due to a full block schedule, even though room utilization Monday through Friday was less than 60%. Four different tactical initiatives over the last two years had produced little change in operations or culture - 25% of physicians were either dissatisfied or very dissatisfied and customer satisfaction for ambulatory surgery dropped to the 20th percentile nationally. Achievement Sample of Project Results This project created real-time monitoring systems for preoperative preparation, case day tracking and block/room utilization. Measurement systems with dashboards were installed for pre-surgical screening, preoperative preparation, perioperative case day processes, surgeon and anesthesia providers, block/room utilization, and case delay and cancellations rates. EMPATH, with this client's frontline workers, created an entire knowledge content and training program for all perioperative staff on how to deliver Best-in-Class performance. In addition, all frontline managers and workers received prioritized measurement of all key processes for their specific specialty. To date, the resulting performance enhancements have improved revenue, satisfaction and performance. Staff satisfaction has also improved dramatically, and the OR's performance has now affected surgeon referral patterns due to the focus on operational processes. To foster sustainability, the project introduced the new patient care processes into formal components of the organization's structure. This included accountability in job role descriptions, policies and procedures, training and orientation, and performance evaluations.  Economics Key Performance Indicators Customer Satisfaction Additional Results "What's different now is that we have IT tools where you can see, daily, real-time, what's happening with our patients - you've got the whole perioperative picture. I can now see, on a daily basis, our on-time starts and our turnover times. Just having the ability to see that transparency, and having it right there at your fingertips every day is an advantage."Marilyn B., Director, Perioperative Services
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