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About Je nnife r Mie le Philo so phy Sta te me nt: T he re ’ s a lwa ys a wa y. 3
E xc e la He alth 2017 E xte r nal mar ke ting c ampaign. Inte r nal c ampaign? 4
Str ate gic Inte r nal Communic ations Plan Goals: T ac tic s: “Pic ture s o f Qua lity” c a mpa ig n I mpro ve Pa tie nt Sa tisfa c tio n • • de ve lo pe d in F a ll 2016 E nha nc e Clinic a l Qua lity • Dig izine (Dig ita l Ma g a zine Bra nd • with c lic ka b le c o nte nt) Gro w Culture o f Sa fe ty • No ne o f this c a n ha ppe n Bra nd Amb a ssa do rs Witho ut e mplo ye e a nd • T o wn Ha lls physic ia n e ng a g e me nt. • E xc e la Mo b ile App • 5
DE MOGRAPHICS 1 HOUR F ROM PIT T SBURGH MAL E T O F E MAL E RAT IO 6
Pic ture s of Qua lity 7
Roll Out of Communic a tion • Physician Leadership • EHMG newsletter • Department Chair meetings • Physician quarterly 8
Roll Out of Communic a tion • Operational Leadership • Organized theme • Takeaway sheet May the 4 th • Giveaway 9
Roll Out of Communic a tion • Town Hall Meetings • Organized theme • Takeaway sheet • Giveaway • Video for offsite locations 10
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What We Wante d F r om an E mploye e App Majo r issue s affe c ting E xc e la (similar to tho se o f the br o ade r he althc ar e industr y) inc lude d: A hig hly dispa ra te workforc e : with a c o ve ra g e a re a inc luding mo re tha n 100 lo c a tio ns, E xc e la He a lth pro vide s b o th inpa tie nt ho spita l c a re , o utpa tie nt se rvic e s a s we ll a s ho me c a re a nd ho spic e . A non- de sk- bound workforc e : 80% o f E xc e la He a lth e mplo ye e s a re no t de sk-b o und, whic h le ft e -ma il c o mmunic a tio n a nd c o nsumptio n o f c o mpa ny-re la te d c o mmunic a tio ns la rg e ly unre a d. A g e ne ra tiona l workforc e : while o nly 25% o f E xc e la He a lth’ s e mplo ye e s a re Mille nnia ls – individua ls de pe nde nt o n the ir mo b ile de vic e fo r c o nsumptio n o f info rma tio n – E xc e la e xpe c ts tha t po pula tio n to do ub le in its wo rkfo rc e b y 2020. 12
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T he E xc e la He alth Br and Ambassador Pr ogr am Mission State me nt: #ExcelaPride is a way to showcase our exceptional quality rankings and encourage employees and the community to show us the pride they have in Excela, especially online. We are putting together an #ExcelaPride Ambassador team focused on individuals who are engaged and seen as leaders in the health system, the community and want to share their Excela Pride! 14
What We Need An #ExcelaPride Ambassador To Do: Atte nd one of our #E xc e laPr ide Ambassador L unc h and L e ar ns! • # E xc e la Pride Amb a ssa do rs will ha ve the o ppo rtunity to a tte nd o ne o f o ur L unc h a nd • L e a rns o ve r the ne xt six mo nths to le a rn a b o ut o ur q ua lity a c c o la de s a nd ho w the y c a n spre a d the wo rd, plus b e e q uippe d with info rma tio n to ta ke b a c k to the ir de pa rtme nts re g a rding upc o ming e ve nts a nd e xc iting ne ws. Use #E xc e laPr ide on the ir soc ial me dia pr ofile s! • # E xc e la Pride Amb a ssa do rs will b e a ske d to sho w why the y a re pro ud to wo rk a t E xc e la : • like / fo llo w o ur so c ia l me dia pa g e s, sha re o ur po sts/ E xc e la He a lth jo b o pe ning s, e ve nts a nd c e le b ra tio ns. Be c ome a Supe r Use r for E xc e la Points of Pr ide ! • T his ne w e mplo ye e re c o g nitio n pla tfo rm will e na b le ma na g e rs to a wa rd e mplo ye e s with • Pride Po ints fo r o utsta nding wo rk. T ho se Po ints o f Pride c a n b e re de e me d a t a n o nline sto re fo r do ze ns o f prize s. Be c ome a Supe r Use r for E MA (E xc e la Mobile App)! • E MA is o ne o f the b e st c o mmunic a tio n to o ls we ha ve , so it’ s impo rta nt o ur use rs kno w it, • use it a nd spre a d it! 15
Br and Ambassador s: Phase I • 199 e mplo ye e s no mina te d b y L e a de rship fo r the Bra nd Amb a ssa do r pro g ra m • 191 e mplo ye e s a tte nde d a nd tra ine d o n E xc e la ’ s Qua lity Ac c o la de s a nd ho w to use # E xc e la Pride • T ra ine d a nd g ive n a ssig nme nts • L iking a nd sha ring q ua lity a c c o la de s • Cre a te o rig ina l c o nte nt surro unding c a re e xpe rie nc e s • Ce le b ra ting c o -wo rke rs a c hie ve me nts • 50 Sta te s Cha lle ng e 16
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#E xc e laPr ide Posts 18
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E xc e la Mobile App - App do wnlo ad to tal to 1,784 to date - Go al: 2,000 by July 1, 2017 - 100 Physic ians - I n a fa st pa c e d a nd e ve r c ha ng ing wo rk e nviro nme nt, e mplo ye e s ne e d to b e a b le to q uic kly a c c e ss info rma tio n a nd upda te s while o n the g o . - T he mo b ile a pp pro vide s o f se nse o f c o nne c tivity a nd e nte rta inme nt. - Sinc e Ma y o f 2016, we ’ ve a lso imple me nte d the push no tific a tio n fe a ture to upda te , ta rg e te d g ro ups o f e mplo ye e s o n c risis c o mmunic a tio n a nd la te st E H ne ws. 21
Use r De mogr aphic By Jo b Se g me nt: By Ag e a nd Ge nde r: Average Job Segment # Registered # Total % Age <20 20-29 30-39 40-49 50-59 60-69 70-79 Administrative Support 250 684 36% 44.17 17 354 327 347 488 221 7 Clinical Professionals 316 910 34% 1% 20% 19% 20% 28% 13% 0% Management 209 279 74% Female 1462 82% Non-Clinical Professionals 77 146 52% Male 315 18% Non-Physician -CRNA-NP 44 155 28% Patient Service Positions 334 897 37% Physician 56 215 26% RN 346 1050 32% Residents 11 23 47% Service Staff Positions 118 518 22% Other 15 Home Care and Hospice 131 219 60% Safety Advocates 120 22
The Outcomes 23
Most Vie we d Conte nt: Ca mpus Ca fé Me nus • MyE xc e la PE RK S! • T he ra py Do g ne w sto ry • Ma il/ Pho ne Dire c to ry • E mplo ye e Be ne fit summa ry • Ne w F a c e s: We lc o me to E xc e la He a lth! • Ultipro • Sa fe ty F o lde r info rma tio n • 24
Push Notific ations T o da te we ha ve se nt o ut 22 push no tific a tio ns in the fo llo wing a re a s o f inte re st: Bra nd Amb a ssa do r E ng a g e me nt • Huma n Re so urc e – Surve y Re minde rs/ Ope n E nro llme nt • E ve nt Re minde rs – T o wn Ha lls • Ce le b ra tio ns – Do c to rs’ Da y, Ne w Physic ia ns • Syste m Ne ws – E me rg e nt Ho spita l E ve nt, Stro ke Ce rtific a tio n • Anno unc e me nt, Je a nne tte pro pe rty sa le Ma rke ting I nitia tive s – Prima ry Ca re We e ke nds, GE T WE L L • 25
Outc ome s Today 94% of Excela Health rates patient safety as either excellent, very good or acceptable. That’s an • increase from 75% in 2012. Excela considers this a key metric in measuring employee engagement. • Excela is top quartile in the nation for Frequency of Event Reporting, Communication Openness and Teamwork within units. Tactics of the plan seemed to have had a halo effect on other metrics including turnover rate. (YTD: • 11.% on a goal of 13.5%) and perception of teamwork within units (top quartile in nation). Consumer Data: Healthcare consumers in Westmoreland County name Excela Health as the number • one brand of choice for hospital care – with a 15 point jump – beating all of our competition for the first time. 26
Outcomes • Employee celebration event • 300 nominations for individual and team awards • 150 semi finalists • 20 winners • 750 attended • Our hospitals are outperforming their satisfaction scores of a year ago: • We have increased from 6/9 domains at threshold to 7/9 domains at threshold in 2017 and are reaching top decile in the nation for some metrics. • Visits to Excela’s job website are up 765% • Social Media post engagement is up 268% 27
Innovation • Text for appointment • Patient Portal • How can we help you today? • MyExcelaPERKS • E-Tweeter • Snapchat 28
Innovation happe ns. T he re a re 3 kinds of pe ople . T ho se who do n’ t re a lize it ha ppe ne d. T ho se who a sk wha t ha ppe ne d . T ho se who ma ke it ha ppe n. Whic h one ar e you? 29
Que stions? 30
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