Format: Audio

MP3 Download $15
Compact Disc $20

Jeffrey Oyler, Susan Osborne

In this session, attendees will learn how Piedmont Atlanta Hospital ED improved its overall patient perception of care from the 11th percentile to the 81st percentile during a two-year period. In 2011, the hospital?s patients at were not satisfied with the care that was being provided. Leadership realized that improvement had to start in the ED?the ?front door? to the hospital?and took steps to get everyone on board with a focus on ownership and accountability. Hospital leaders will present their roadmap to success and the tools they used to hardwire the change, including use of Lean management principles, the development of behavioral standards/expectations for staff and clinicians, staff involvement in redesign of rooms and process, ongoing coaching, celebrating wins and implementing discharge calls.