Pinecrest Rehabilitation Hospital
Pinecrest Rehabilitation Hospital and Outpatient Centers hit the bulls-eye with Target 100. Target 100, a Tenet initiative, provides the tools and framework for staff to work toward the goal of 100% satisfaction of patients, physicians and staff. It is built on five pillars of excellence: service, quality, people, cost, and growth.
Suzanne Snyder, PT (left) and Jan Verde, PT
Suzanne Snyder, Case Mix Supervisor and Janis Verde, Rehab Director are the Initiative Champions who have been instrumental in hardwiring this platform for success. They volunteered for this role in June of 2003 because they saw the value and benefit it would have for the entire organization. Their enthusiasm, high energy and dedication for this program permeate throughout each department in the hospital. They oversee seven committees that represent a cross section of staff including nurses, administrative assistants to physical therapists and all other clinical support departments.
Each team has two leaders, a chairperson and co-chair. They meet two to four times a month to discuss and develop projects. They work on action plans to keep projects on track. The vision and values of Pinecrest are consistently reinforced and Suzanne and Jan keep the momentum going.
The seven committees with their goals and current activities are:
The Employer of Choice Team goal is to retain staff, keep employees informed and maintain open lines of communication. To promote employee recognition the committee recently presented managers and supervisors with “recipes for success.” These are simple ideas for managers to provide positive reinforcement and encourage higher levels of performance. They coordinate CEO forums where the CEO meets with staff to discuss any issues or topics of interest.
The Inpatient Satisfaction Team serves as a liaison between the patient and the facility and focuses on improving Patient Satisfaction Measurement Scores by paying attention to patients needs on a clinical as well as personal level. The team recently initiated hourly patient rounding by CNAs and Leader Rounding, which focuses on our success with managing the patients pain.
The Outpatient Satisfaction Team creates initiatives that result in the outpatient experience becoming more efficient, enjoyable and rewarding for the patient. They are working on a friendly competition modeled after the Olympics for their patients.
The Inpatient Physician Satisfaction Team goal is to enhance relationships with our staff physicians. Staff choose a “Doctor of Distinction” each quarter and the physician is presented with a certificate. A poster is placed in the front lobby with their photo and an explanation of why they were chosen.
The Outpatient Physician Satisfaction team has three core activities: enhancing relationships with referral sources, recognizing physicians through Doctor of Distinction nominations and analyzing processes to maximize the efficiency of the referral process.
The Measurement Team develops and implements measurement tools to help departments receive specific feedback from their “customers”.
The Rewards and Recognition Team ensures employees are recognized in creative ways for their consistent hard work and efforts to exceed in their jobs as well as maintain overall facility morale throughout the year. They also organize fund raising events. Recently, Pinecrest staff raised two hundred and forty five dollars and donated a box of books for the community based charity The Haven with “dress down Friday.”
All new employees are initially introduced to Target 100 at orientation. Here they learn about the impact Target 100 has had on patient, physician and employee satisfaction. They also hear about the fun and interesting projects that have been organized. The drive to recruit new members continues on Hospital Benefits Day and throughout the year at Target 100 events.
The leadership and direction of Suzanne and Jan has increased the momentum of Target 100 with refreshed energy to generate and implement creative ideas with renewed vigor and vitality.
Jan Verde is Director of Rehab at Pinecrest Rehabilitation Hospital since 2002. She earned her Bachelor of Science Degree in Physical Therapy from Florida International University. Suzanne Snyder is Case Mix Supervisor and joined Pinecrest Rehabilitation Hospital in 1999. She earned her Bachelors of Science degree in Physical Therapy from the University of Florida.
