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Town hall recognizes progress, reviews goals

Stuart Smith, vice president for operations and executive director of MUSC medical center, addressed the following topics: review of fiscal year (FY) 2008-09 organizational goals and accomplishments, plus progress with the FY 2009-10 goals; recognition of exceptional employees featuring Employees of the Month and Employee of the Year award winners and online nominating process; department achievements with patient satisfaction; 2008 Employee Partnership Survey action plan results and 2009 Employee Partnership Survey findings; review of Seasonal Influenza and H1N1 vaccination planning; and Joint Commission survey review

Employee Partnership Survey results
Highlights of the organizationwide action plans related to the 2008 Employee Partnership Survey were first reviewed. The plans focus upon “opportunities” for improvement, or those areas where focused efforts may lead to the greatest improvement in employee satisfaction and engagement. For 2008 the opportunities and respective action plans included:
  • Performance Review fairness—As a result, the performance review policy was revised (MUHA HR Policy 16) and implemented July 1. Along with the adoption of the performance review policy was the acquirement of an online evaluation system, known as Success Factors, and implemented in June. This improves communication and accountability for timely evaluations of all employees.
  • Satisfaction with decision making—A peer interview process was established. MUHA trained 1,000 employees in behaviorally-based peer interview methods. Training for employees to replenish interview teams continues. Leadership solicited cost savings ideas from employees and gained feedback from MUHA Town Hall evaluations. Scaling back of traveler nurses and phase down of Charleston Memorial Hospital were among the ideas submitted.
  • Pay compared to other organizations—The action plan involved revamping MUHA’s compensation policy (MUHA HR Policy 15). Like the evaluation policy, this policy is available via the MUHA intranet. A new system was implemented to enable a more sophisticated market pay assessment. Along with the compensation policy, a new pay grade structure was implemented in July.
Next, highlights of 2009 Employee Partnership Survey results were discussed. The participation rate was 67 percent (4,362 surveys). The mean score slightly increased from 71.1 to 71.5.
Medical center top strengths identified by the 2009 Employee Partnership Survey include values of the organization are evident in everyday practices and good coordination of effort in my work group. Top opportunities identified include my direct manager provides coaching to help me achieve goals and “leaders can be trusted to be straightforward and honest.
In the weeks ahead, an e-mail survey will be conducted to enable everyone to “vote” on the three to five organizationwide opportunities (out of the ten identified by the survey) to focus upon this year. The organizationwide action plans will be reported in future town hall meetings, newsletters and other forums.
Also, by the end of October leaders are to roll out the survey results for their respective areas. Everyone is encouraged to take part in meetings to formulate specific departmental action plans for improvement.

People—Fostering employee pride and loyalty
Next, a discussion took place concerning employee recognition. Jennifer Redfern, child life specialist, was congratulated for being named employee of the year. Redfern was among 10 nominees nominated for this award, which is managed by MUHA Excellence’s Rewards & Recognition team. Redfern works directly with children and families prior to a scheduled surgery and assists with the discharge phone calls to ensure patients and families have a good experience.
In addition, other monthly award winners were recognized for exceptional service and deeds with patients and fellow employees: August Employee of the Month—Clara Wilson, Sleep Lab; Mark Lawless, Laboratory Services; and Ann Bruce, 6E. July Employee of the Month—Jason Santanna, ART Pre-Op surgery; Julie Blair, Therapeutic Services; Cynthia Plutro, Psychiatry and Kathleen Kuhn, Quality & Outcomes. June Employee of the Month—Nathanial Williams, Control Energy Plan; Bob Wynn, Therapeutic Services and Andrew Chickoree, Sleep Lab.
Employees can read more about these award winners via The Catalyst online archives. Employees were encouraged to nominate their peers for MUHA’s Employee of the Month or Physician of the Month throughout the year via the MUHA intranet homepage. Winners selected for Employee of the Month will receive a breakfast/lunch with Stuart Smith, a surprise celebration and cake at the winner’s workplace, recognition plaque and $25 gift certificate to use at the MUSC Cafeteria, Starbucks or Gift Shop.

Department successes
Recognizing Excellence in Patient Satisfaction— Radiology
--improved overall and on 4 out of 5 sections for the last quarter
--as of July, ranked in the 77th percentile
Recognizing Excellence in Ambulatory Surgery/Procedures
--improved overall and 6 out of 6 sections for the last quarter
--as of July, ranked in the 84th percentile.

Seasonal flu and H1N1 vaccines
Every effort will be made for all employees to receive the flu vaccine. Infection Control and Employee Health are working together to prepare for the distribution of the seasonal flu vaccine in October at locations established throughout campus to be announced. Details regarding the H1N1 vaccine will be available in early November. More information will be shared via the MUSC Web site and other communications.
For information on the flu vaccine distribution, see page 2 of The Catalyst.

FY ’10 goals, year-to-date results
Currently, FY2010 Goals indicate that the medical center is making good progress with selected pillar goals, while improvement is needed in some areas. Under the service pillar, adult inpatient care is currently at the 66th percentile and outpatient satisfaction is at the 93rd percentile (goal is 80th); under the quality pillar, our mortality ratio ranks us at the 74th percentile (note: metric reflects calendar year to date) (goal is 75th) and under the finance pillar, days cash on hand is 12.4 days (goal is 21 days).

Joint Commission Survey visit
Hospital employees were reminded that the Joint Commission survey visit may occur at any time and employees should be prepared. Employees are urged to review specific topics: provision of care; documentation; medication management process; National Patient Safety Goals; performance improvement; environment of care; medication/Mayday carts/Walaroos; emergency management; human resources competency files and patient confidentiality.
The meeting ended with the reading of Kimberley Wheeler’s note thanking the Children’s Hospital staff of 7A and other employees involved in the medical care of son, Tillman. “My family and I will never forget his first hospitalization and the high quality of care that he received. Thank you again,” she wrote.
Final MUHA town hall meeting will be held at 11 a.m. Oct. 2 in the Storm Eye Institute Auditorium.

Friday, Oct. 2, 2009

The Catalyst Online is published weekly by the MUSC Office of Public Relations for the faculty, employees and students of the Medical University of South Carolina. The Catalyst Online editor, Kim Draughn, can be reached at 792-4107 or by email, Editorial copy can be submitted to The Catalyst Online and to The Catalyst in print by fax, 792-6723, or by email to To place an ad in The Catalyst hardcopy, call Island Publications at 849-1778, ext. 201.