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Nemours Alfred I DuPont Hospital for Children

  • Location: Jacksonville, FL
  • Award: Evidence-Based Leadership Healthcare Organization of the Month
  • Awarded: November 2010

Your child. Our promise. With this phrase as our guiding force, Nemours has become a leader in providing pediatric health care and population health, research, health information, education and reading readiness. We believe that full integration of all our efforts is needed to optimally assist the families we serve - helping their children achieve their full potential.

Nemours is one of the nation's largest pediatric health systems, integrating prevention and health information services, primary care, hospital-and clinic-based specialty care, research and medical education programs. Affiliated with respected community and academic partners, Nemours cares directly for 250,000 children annually, treating every child as if they were our own.

Our strategy management system keeps us focused to reach our strategic destination of becoming a leading child health system in the nation by 2015, defined as being in the top 5% for patient satisfaction and targeted quality and health outcomes. Our unique strategy house was recently presented at the Studer Conference.

In 2006, Nemours established the Office of Service Excellence to lead these efforts in implementation of the "Whatever It Takes" initiative. Through our partnership with the StuderGroup, our ongoing leadership development training, implementation of evidence-based best practices and work of our grassroots service teams, Nemours is proud to highlight some of our recent accomplishments. By integrating the Studer principles, such as key words, AIDET, service recovery, discharge phone calls, and Associate and family centered rounding into the Nemours culture, patient satisfaction has increased significantly, see results below through September, 2010:

Patient Satisfaction
(based on selection of top box score for Likelihood to Recommend category)

Likelihood to Recommend

Ambulatory Surgery: 95th percentile rank
Outpatient Services: 90th percentile rank
Emergency Department: 95th percentile rank
Inpatient Services: 95th percentile rank
Pensacola Clinic: 95th percentile rank

PEOPLE PERSPECTIVE:
An employer to over 4,100 individuals, including 430 pediatric physicians, specialists and surgeons, Nemours strives to be an employer of choice and a great place to work.

  • Two Leadership Development Institutes are offered twice a year
  • Standards of behavior training for all Associates
  • Nemours University offers a wide array of courses
  • Quarterly town halls are held in all locations
  • A print and electronic newsletter highlighting accomplishments in service and quality
  • Hardwired rounding and thank-you notes
  • Turnover rates are very low at 6.2% vs. benchmarks of 13.3% and 13.7%.
  • Associate and physician satisfaction surveys are administered routinely and result in improvement plans at the organizational and departmental level

Nemours recognizes that the ability to attract and retain the right people is instrumental to achieving our strategy. Our hiring practices, promotion processes, personal and professional development activities and the way we interact with each other are all a reflection of our common purpose and shared values.

  • Performance Management System for all Associates
  • Behavioral-based interviewing
  • Peer interviews

SERVICE PERSPECTIVE:

A variety of service teams have been established to affect the culture and drive results.

  • Hardwiring of key words, AIDET, service recovery, discharge phone calls
  • Associate and family centered rounding
  • Dashboards were created to facilitate review of patient satisfaction results
  • for specific areas
  • A patient satisfaction service metric is part of the incentive component of the physician compensation plan and most Associate performance plans

QUALITY PERSPECTIVE:

  • Avoiding central line infections is key to keeping the children in our pediatric intensive care unit (PICU) and neonatal intensive care unit (NICU) as healthy as possible. We're among the best—with no central line infections in our ICUs last year.
  • Based on an annual report from the Centers for Disease Control and Prevention (CDC) and the National Institutes of Health (NIH), 68% of 19- to 35-month-old children nationwide were up to date with their recommended routine immunizations. At Nemours, our immunization rates are much higher than that—almost 85% of our Primary Care patients of the same age range were up to date with their vaccines by the third quarter of 2009.
  • Our high-quality cancer care has helped us achieve an overall 5-year survival rate that's much better than the national average.
  • A major measure of a successful tonsillectomy is when there's little to no bleeding after the surgery. Our tonsillectomy bleeding rates are well below the national average, which means a faster, smoother recovery.
  • 143 of our physicians are listed as "Best Doctors in America®"
  • Our medical specialty care received four "Best Awards" in the 2010-2011 U.S. News & World Report edition of "Best Children's Hospitals."
  • Named one of the "Top 25 Children's Hospitals" by Parents magazine
  • Recognized by Consumer Reports for our ultra-low central line infections.
  • Healthcare Information and Management Systems Society (HIMSS) announced that Nemours is a 2010 recipient of its prestigious HIMSS Davies Organizational Award of Excellence, presented to health care systems and facilities that effectively use health information technology, such as electronic health records, to improve the safety and quality of patient care.
  • Yearly Nemours nurses are named as Nursing Spectrum Regional Awardees
  • KidsHealth.org offers award winning child health information and is the #1 most visited child health website

FINANCIAL PERSPECTIVE:

Our financial journey began in 1936, when the terms of Alfred I. duPont's Will created a Testamentary Trust called The Nemours Foundation. Along with funding from our trust, Nemours generates sufficient cash flows from operations and operating margins to achieve our strategic goals. We maintain a sufficient level of unrestricted reserves to sustain existing operations and provide protection from short-term market downturns. We manage expenses to an appropriate level while maintaining high quality standards and service excellence. Cash flow from financing activities is aligned with our capital strategy. Nemours achieves growth through the delivery of impactful services in Florida and the Delaware Valley. We grow revenue through productivity increases using existing or reduced resources, growing market share through market position and penetration, and attracting grant and charitable giving.

GROWTH PERSPECTIVE:

Nemours owns and operates the Alfred I. duPont Hospital for Children in Wilmington, Del. and major children's specialty clinics in Delaware (Wilmington), Florida (Jacksonville, Orlando and Pensacola), Pennsylvania (Philadelphia, Lancaster and Newtown Square) and New Jersey (Egg Harbor Township and Voorhees). Nemours will establish a new full-service children's hospital in Orlando in 2012. By launching a major expansion program, Nemours ensures its facilities can support programs that help us achieve outstanding patient satisfaction and quality health outcomes.

  • At the Alfred I. duPont Hospital for Children, a five-story pavilion is being constructed and will have all private rooms in an open, modern facility that hosts sleeping accommodations for parents and areas for family-centered activities.
  • In Central Florida, Nemours is building a 95-bed Nemours Children's Hospital (NCH).
  • Our patient volume has increased steadily over the years and our reach has expanded due to this growth.

FL satellite locations:
7 specialty clinic locations, 1 hospital opening in 2012
Delaware Valley satellite locations:
DE: 1 hospital, 1 specialty care clinic, 9 pediatric offices
PA: 4 specialty care clinics, 2 pediatric offices
NJ: 3 specialty care clinics

Nemours is very proud to be chosen as the Studer Group's November 2010 Healthcare System of the Month.

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