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Indiana University Health - North Hospital

  • Location: Carmel, IN
  • Award: Evidence-Based Leadership Healthcare Organization of the Month
  • Awarded: December 2011

About IU Health North Hospital

IU Health North Hospital, a part of Indiana University Health, has provided leading care to Carmel and Hamilton County residents since 2005. With dedicated pavilions for women, children and specialty surgery, and an attached medical office building, IU Health North Hospital brings together physician offices, inpatient beds and operating rooms. Riley Hospital for Children at IU Health North Hospital offers the peace of mind that comes with service and support from Riley Hospital for Children's nationally recognized programs. All patient rooms are private, including neonatal and pediatric intensive care units, within the 700,000-square-foot, 189-patient bed facility.

Learn more:

Our Mission

This mission of IU Health North Hospital is to:

  • Improve the health of our communities
  • Support the educational commitment/efforts of Indiana University Health
  • Nurture the individual spirit
  • Celebrate the experiences of life

Implementing Tools that Work

IU Health North Hospital has partnered with Studer Group since 2007 to receive coaching and education on how to improve/maintain clinical, operational and financial outcomes. With the help of a dedicated Studer coach, hospital leaders were able to pinpoint areas that needed improvement and started implementing Studer tools to overcome those obstacles. Utilizing Studer's "Evidence-Based Leadership," IU Health North Hospital identified the goals they wanted to set for improvement, the tactics and "must-have" behaviors to achieve those goals (Standards of Behavior, Rounding, AIDET, Selecting and Retaining Talent), the standard processes that would be utilized throughout the hospital, as well as the "accelerators" that would hold associates accountable.

Studer Group's "Five Pillars" guide IU Health North's organizational work.

  1. Quality & Safety
  2. Service
  3. People
  4. Education & Research
  5. Growth & Finance

With these focuses established, IU Heath North leadership learned more about how to improve the relationships between patients and associates and how to enhance the "North" culture and performance.

IU Health North HospitalIU Health North Hospital

IU Health North HospitalIU Health North Hospital

Talent
A stronger emphasis was put on finding high-performing talent with a "customer-service" oriented attitude. Expectations of excellence were integrated into the orientation process and performance evaluations, which held everyone accountable at all levels of the organization. The Leadership Evaluation Module was integrated as a way to hold high-level managers and executives accountable for reaching their personal goals.

Best Practices
Practical tools were incorporated into operations, such as:

  • AIDET
  • Discharge phone calls
  • Rounding for outcomes
  • Managing low performers up or out
  • Thank you notes & sharing stories – Awarding monthly Lasting Impression Awards, Daisy Awards
  • Leadership Development Institute – Attending quarterly meetings
  • Patient comes first - prioritize spending closest to the patient
  • Associate engagement surveys, action plans
  • Associate forums and nursing town hall meetings
  • Senior leader rounding to hospital departments

Patient Satisfaction Results

Adult Inpatient Units Overall by Quarter

Filter by: Summaries=Overall rating of care, Would you recommend Report Units=IU Health North - Inpatient Adult Year/Qtr of Survey=11Q3, 11Q2, 11Q1

Year/Qtr of Survey

2011 - Q1

2011 - Q2

2011 - Q3

TOTAL

Question Text

n Size

%Exc/Def/9/10

n Size

%Exc/Def/9/10

n Size

%Exc/Def/9/10

n Size

%Exc/Def/9/10

HCAHPS: Rate hospital-18941

370

85.68

372

83.60

410

86.34

1,152

85.24

HCAHPS: Would recommend hospital to family-18943

367

86.92

375

85.60

409

89.49

1,151

87.40

NRC 90th as of 10/15/2011 was 78.9% for Overall Rate and 83.6 for Would Recommend

Culture Wins

IU Health North Hospital operates under the adage that "corporate culture drives outcomes," and special attention was paid to establishing core values to live by as an organization. This can best be seen in the organization's Five Maxims, a list of five service standards associates created themselves as a reminder while caring for patients or working with fellow associates. Leadership at IU Health North Hospital firmly believes that these maxims and the caliber of people that work at IU Health North are the reason behind its success.

Living the Five Maxims

  1. Show Kindness
  2. Create Joy
  3. Connect Fully
  4. Take Ownership
  5. Do more

Other Recognitions

In October 2011, Jonathan Goble, President and CEO of IU Health North Hospital, and Damita Williams, Chief Nurse Executive and Vice President of Patient Care Services for IU Health North Hospital, were asked to share their "Journey to Preeminence" at the 2011 Studer Group® What's Right in Health Care conference in Chicago. During that presentation, Goble and Williams explained how they uphold the "North" vision and the Studer tools they've used to maintain the high-performing consistency they've experienced since the hospital opened in 2005. During this same year, Goble was a featured speaker for the 17th Annual International NRC Picker Symposium in Salt Lake City, sharing his experiences in developing of a positive corporate culture.

In October 2010 and 2011, IU Health North Hospital was honored to win the Studer Group "Excellence in Patient Care" award, which represented the outstanding patient care and overall patient experience IU Health North associates provide.

IU Health North Hospital is honored to have been chosen as Studer Group's "December Health Care Organization of the Month." Because of its hard-working associates and the Studer tools that have been implemented, IU Health North Hospital has been able to maintain a high performance, which is reflected in its HCAHPS and NRC Picker scores. Below is a list of just some of the recognitions received by IU Health North Hospital during the past two years:

  • Oct. 2011 - Excellence in Patient Care award from Studer Group
  • Sept. 2011 - NRC Picker Top Performer in the "Rate Hospital" Question at NRC Picker Symposium
  • July 2011 - Bariatric Surgery Center of Excellence Renewal from American Society of Metabolic & Bariatric Surgery
  • May 2011 - Accredited Heart Failure Center from Healthcare Accreditation Colloquium
  • March 2011 - Breast Imaging Center of Excellence designation from American College of Radiology
  • March 2011 - Best Hospitals Metro Indianapolis (#3) from U.S. News & World Report
  • Feb. 2011 - 2011 Specialty Excellence Award for Prostatectomy and 2010/2011 Distinguished Hospital Award for Outstanding Patient Experience from HealthGrades
  • Oct. 2010 - Excellence in Patient Care award from Studer Group
  • Oct. 2010 - Path to Excellence Award from NRC Picker
  • Aug. 2010 - 2010/2011 Outstanding Patient Experience award from HealthGrades
  • July 2010 - Top 20 Most Beautiful Hospitals in America (tied for 20th) from Soliant Health
  • Jan. 2010 - 2009 Best Practices Award for a Community Hospital from CarePages and Everyday Health
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