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MUSC Medical Links Charleston Links Archives Catalyst Advertisers Seminars and Events Research Studies Public Relations Research Grants MUSC home page Community Happenings Campus News Applause


Town hall meeting recognizes progress

Remaining June Town Hall Meetings: 2 p.m., June 25, 2W Amphitheater; 11 a.m., June 28, HCC, Room 120; and 11 a.m., June 29, 2W Amphitheater.

Stuart Smith, vice president for clinical operations and executive director of MUSC medical center, and hospital administrators reviewed organizational goals, results and information with employees using the MUSC Excellence pillar format.

Service—Serving the public with compassion, respect and excellence
Smith noted MUHA’s third quarter progress toward meeting and exceeding goals in the following areas: outpatient patient satisfaction; employee partnership and physician satisfaction mean scores; mortality percentile rank; and medical-surgical discharges. The medical center continues to focus on achieving inpatient patient satisfaction; financial and outpatient encounters goals.

People—Fostering employee pride and loyalty
Etta Pisano, M.D., incoming College of Medicine dean and vice president for medical affairs, will join MUSC on July 1. Pisano, who will replace retiring dean Jerry Reves, M.D., is a board certified radiologist who specializes in digital mammography and is an active researcher. She comes to MUSC from the University of North Carolina’s School of Medicine.
Third quarter patient satisfaction banner winners were recognized. Hospital leaders praised 14 total departments or units in this category. The top three area winners were: Adult Hospital & ED—Chest Pain Center (99 percent ranking); Children’s Hospital - Perinatal Services & ED—Peds Heart—7C, PCICU, Same day (99 percent); Outpatient Services & Clinics: Peds On Campus—Peds Surgery (97 percent). Banner awards were hailed in 12 areas for work excellence. Top winners include: 2 North (IOP), National Crime Victims Center and the Heart & Vascular Cath Lab. The most improved overall award went to OB-GYN residents.
Also recognized were employee, physician and DAISY nurse of the month winners from January to April as well as 2010 Nurse of the Year winners.

Quality—Providing quality patient care in a safe environment
Environmental Services made considerable gains in their patient satisfaction scores from January 2009 to second quarter 2010. The department’s satisfaction score jumped from the 26th to 75th percentile (as of second quarter 2010).

The Joint Commission has accredited MUHA for another three-year period. Hospital leadership thanked all managers and employees throughout the medical center for their hard work in this achievement.
Betts Ellis reviewed results from the 2010 Employee Partnership Survey, summarized the key components of the performance evaluation plan and gave a brief update on the Medical Center FY 2010-2011 goals.

Employee Partnership Survey results
The 2010 Employee Partnership Survey was conducted during April 12 – 23 by a national survey firm, Press Ganey. The survey measures employee satisfaction and engagement or the level of meaning and purpose people find in their work and in the organization.

Seventy-two percent (72 percent) of the medical center work force (4,640 individuals) completed the survey. Our goal was to reach or exceed the organization-wide goal of 72.5 or higher. We achieved a score of 72.6.
The survey results highlight the ten top strengths and top opportunities. Examples of our top strengths include “values of this organization are evident in our everyday practices” and “my direct supervisor recognizes my good work. Examples of top opportunities include “leaders can be trusted to be straightforward and honest,” “leaders really listen to employees,” and “my work group is asked for opinions before decisions are made.”

It was noted the top three opportunities are the same as last year’s top three, but in different order. Improvements were made over last year’s mean scores for each of these opportunities (increased by .7, 2, and 3.2 mean score points respectively) and we plan to continue to include these in our organization-wide action plan.

The survey provides specific department-level employee partnership results. Managers and directors will be scheduling meetings over the next few months to discuss departmental findings and will involve everyone in the development of action plans for continued improvement.

Annual employee performance evaluations
Also discussed were the details for the performance evaluation plan. All employees are evaluated on a universal (July 1 – June 30) evaluation period. Components of staff evaluation include: job competencies (must meet); behavioral standards (50 percent weight); job responsibilities (25 percent weight); and two or more pillar goals (25 percent weight). Meetings are being scheduled to communicate details of the performance evaluation rating scale and pay plan. The FY 2010-2011 pay plan is posted on the Intranet at

FY 2011 Goals
Ellis reviewed the Medical Center’s pillar-based goals for FY 2010-2011. (The goals are posted on the Medical Center Intranet at:

Service—Under the service pillar, our goal is for 79 percent of respondents to rate us a 9 or 10 (on a 10-point scale) on the Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS) survey for adult inpatient areas and the 85th percentile for the outpatient patient satisfaction (Press Ganey) survey.
People—Increase employee partnership mean score (goal: 73.6) and physician satisfaction mean score (goal: 74.3)
Quality—Achieve mortality percentile rank (goal: 80th percentile among academic medical centers) and compliance with hand hygiene audits
Finance—Increase days cash on hand (goal: 25 days) and net income (goal: $25.5m or 2.1 percent)
Growth—Increase inpatient admissions (goal: 3 percent) and outpatient clinic visits (goal: 5 percent)

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.