Transcript Piedmont Hospital Survey Analysis

Introduction
 Problem Descriptions Table
 Pareto Diagram of Problems
 “Top Four” Problems
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Patient Priority
Lack of Technology
Communication
Time Management
Conclusion/Recommendations
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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IDM 355 class evaluated 242 responses for Staff
Survey question 6 “Please describe challenges
that make it difficult to deliver patient care
within the Piedmont system. Please be
specific. What is it about the challenge that
makes it difficult to deliver care?”
As a class we created 19 Problem Categories
and classified each response to one or more
categories
We developed a Pareto Diagram for the
Categories
The Report presents the “Top Four” Categories
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Problem Category
Behavior Issues
Communication Issues
Lack of Resources
Lack of Teamwork
Lack of Technology
Other
Money Inefficiency
No Company Policies
Organization
Overwhelming Workload
Paperwork Issues
Patient Priority
Technical Issues
Time Management
Under-Staffed
Universal System
Use of Resources
Worker Error
Working Conditions
Description
Overall negative attitudes and actions of employees and patients towards one another.
Verbal or written exchanges between patients, staff, departments, families, etc.
Need for supplies throughout the facility.
Need for cooperation between employees.
Need for equipment, computers, etc.
All issues that are not categorized into the other 18 categories.
Not using finances for more important issues.
Need for general policies in a certain department.
Disorganization of the workplace.
Too many tasks assigned to an individual employee or department.
Redundancies and errors in documentation.
Inability and difficulty to provide quality patient care.
Maintenance of technology.
Challenges that were time consuming, repetitive, and/or the staff was constantly waiting
on someone or something vital to patient care.
Lack of employees in a given department.
Unnecessary duplication of effort and lack of standardization.
Inefficient use of resources.
Result of processes and procedures not being followed.
Issues with the overall working environment.
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Categories of Problems
Patient Priority
Lack of Technology
Time Management
Communication Issues
Understaffed
Other
Paperwork Issues
Technical Issues
Universal System
Overwhelming Workload
Organization
Lack of Resources
No Company Policies
Use of Resources
Lack of Teamwork
Working Conditions
Worker Error
Behavorial Issues
Money Inefficiency
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5
10
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Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
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35
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50
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Description: Inability and difficulty to provide
quality patient care
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Most frequent category, 44 respondents out of 242
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Since category was very broad, we split it up into
three subcategories:
› Documentation
› Short-Staff of Nurses
› Availability of Beds and Waiting
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Documentation is often repetitive and
creates a low morale among
employees, hindering overall patient
care.
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Reducing the amount and redundancies
of documentation would increase
morale, therefore increasing the quality
of patient care.
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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In our opinion, this is the greatest issue
and should be dealt with first.
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Short-staffing creates a sense of being
rushed from one patient to another, and
leaves employees feeling unable to
spend enough time with the patients.
Correcting this issue gives nurses the
needed time with patients to give
adequate care.
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Decreased bed availability creates
increased waiting for patients. This can
cause their original condition to worsen
due to not being treated soon enough.
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Increasing the number of beds in a given
facility would increase chances of
getting to a patient and treating their
condition before it gets worse, thereby
improving patient care.
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Lack of needed equipment
 Outdated equipment
 Cumbersome equipment
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Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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A lot of complaints revolved around
computers.
 The need for electronic filing ability.
 Devices that help develop a more
efficient patient care system.
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Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Equipment that are outdated and less
efficient then newer versions.
 Old equipment that is broken and lost
it’s usefulness.
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Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Equipment that causes problems when
used
› Complications in working the equipment.
› Lack of knowledge on equipment.
› Internal problems.
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Problems
› Locating nursing staff
› Accomplishing tasks
› Reading the doctor’s handwriting
 Questionable results
 Language Barriers
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Resp557:
“Communication is probably the biggest
challenge for staff and other departments
working with the patient. Patients may get
confused and lost in the day to day works.”
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Between:
› Staff and patients
 Leaves patients frustrated with healthcare systems
› Other departments
 Lack of knowledge of subject at hand
 Technology is outdated
Partial quote from Resp54
“I think if we get the epic system that
would help in all area with
communication…Many of us have
wondered why we so many programs...they
do not talk to oneanother.” (sic)
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Solutions Suggested by the Respondents to
the Survey:
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Computerized Orders
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Resp118 (partial)
“Orders should be computerized for patient safety especially.”
Training in Teamwork
Resp617
“To my knowledge there is no one to come out and assure that all
facilities have the latest training and/or yearly inservices to allow us to
continue to provide quality care to our patients.”
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Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Challenges that were time consuming,
repetitive, and/or the staff was
constantly waiting on someone or
something vital to patient care.
 Accounted for 35 responses from 242
respondents.
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Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
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Complaints
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› Tedious &
Cumbersome
› Decentralized
computer system
› Not User-Friendly
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Responses
› Resp 108: “Continually
having to repeat
charting…”
› Resp 405: “Quest nursing
documentation is
tedious, time-consuming
and nearly impossible to
read back time or eventrelated situations. Read
some nurse's notes...
terribly redundant.”
Presented Dec. 2, 2010
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Waiting
› For doctors and
other staff
› Information from
other facilities
› Medications from
the Pharmacy
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
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Responses
› Resp 770(partial):
“1)Pharmacy not
delivering meds to
nurse servers in a
timely manner.
2)Housekeeping
very slow to clean
discharge rooms
and so room
turnover is slow patient delays ”
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Computer documentation
› Look for way to change existing system into
a simpler one that links departments
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Waiting
› Forum with various employees to discuss
suggestions for process improvement
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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All four problem categories can be addressed at the
same time because they are interconnected.
Addressing these problems can improve the
company’s overall performance.
We recommend that Piedmont look further into these
problems and apply lean techniques to streamline
some of these processes so that patient care will be
improved, and the hospital efficiency will also
improve.
Employees are the best source for solutions due to
the fact that they know the inner working of the
hospital and what events occur on a daily basis.
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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Please refer to our written report for more
detailed analysis and quotations from
respondents.
 Team members
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Amber
Alex
Kevin
Kristen
Faculty
› Dr. Joan Burtner – [email protected]
Mercer University IDM 355 Fall 2010 Piedmont Staff Survey Analysis
Presented Dec. 2, 2010
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