New Hanover Regional Medical Center

  • Location: Wilmington, NC
  • Award: Evidence-Based Leadership Healthcare Organization of the Month
  • Awarded: February 2011

New Hanover Regional Medical Center partnered with the Studer Group in December of 2004, and since then the system has not wavered in its vision to be the best provider of comprehensive health services rendered with value, dignity, and respect.

With a dedicated team of more than 4,700 employees, 547 physicians and 800 volunteers, New Hanover Regional Medical Center (NHRMC) is one of the largest public, not-for-profit healthcare organizations in the Carolinas. A multi-campus healthcare system, NHRMC includes the main 17th Street campus, Cape Fear Hospital on Wrightsville Avenue and the management of Pender Memorial Hospital in Burgaw. With a team-based approach to healthcare, NHRMC offers a variety of healthcare services, technologies and treatments for patients of all ages.

New Hanover's specialty centers and services are comprehensive, including a Level II Trauma Center, a Heart Center, Neurosciences, Orthopedic Services, the Betty H. Cameron Women's & Children's Hospital, the Surgical Pavilion, the Zimmer Cancer Center, a Behavioral Health Hospital, Pulmonary Services, Home Care and diagnostic and rehabilitation locations and services located throughout the area.

New Hanover Regional Medical Center is also a teaching facility affiliated with the University of North Carolina-Chapel Hill School of Medicine. New Hanover's tremendous network of community support is evidenced in the success of the NHRMC Foundation, whose fund development initiatives have assisted in their growth and expansion, including the recent construction of the 150-bed Betty H. Cameron Women's & Children's Hospital and the 186,500-square-foot Surgical Pavilion. Both expansion projects clearly illustrate the incredible commitment of our community in offering superb healthcare.

The professional team at New Hanover Regional Medical Center has been recognized for outstanding service delivery with countless awards and honors. The Orthopedic Specialty program has been recognized as ranking among the nation's top ten percent. The Women's and Children's Specialty Hospital has been a recipient of the Excellence in Patient Care.

Highlighted 2010 Pillar Outcomes:

People Pillar: Reduced overall turnover from 2008 of 14.2% to 10.3% when the North Carolina overall rate was 14.7%. Reduced RN turnover to 9.9% and the North Carolina RN turnover rate is 17.1%. All 4,700 employees have signed the commitment to Standards and relentlessly adhere to them. The senior team rounds daily to observe and recognize staff as they use AIDET in all their interactions.

Service Pillar: Achieved outcomes over the 70th percentile in all HCAHPS domains, with an 80th percentile on overall rating of care. Many domains are in the 90th percentile in the country. These outcomes were achieved through persistent accountability of "always" behaviors. The senior team rounds daily as a team, and meets immediately to review what they learned as a team, and then communicates trends and achievements to all staff. Each Tuesday, the entire management team comes together as the CEO/COO provides latest updates, and shares successes.

Financial Pillar: While the average North Carolina hospital operating margin was .2% New Hanover achieved a 3.12% operating margin. Again, the CEO contributes their successes to relentless pursuit of excellence in all that they do.

If you ask any member of the management team to name the keys to success, you will hear the following from each of them:

  • Lead the change
    • It starts at the top
  • Don't underestimate low performers
    • Change behaviors quickly
    • Don't hesitate
  • Accountability with consequence
    • Align behaviors with your goals
      • Gained $50 million plus in revenue and savings through "Geared up for Greatness" campaign, driven largely by ideas generated at LDI
  • Select your Must Haves®: Our Must Haves®
    • Leader Rounding
    • Hourly Rounding
    • Post-Visit Phone Calls
    • Communications
    • Celebrate
    • Reward, Recognize and Replicate

And finally, the New Hanover team likes to point out that despite the recent economic downturn, they have experienced:

  • No layoffs
  • No reductions in service
  • Maintained merit raises
  • Health insurance premiums flat
    for seven consecutive years
  • $220 million expansion project finishing
    on budget … and on time

New Hanover is happy to share their successes and formula for success. They can be reached at www.nhrmc.org. Jack Barto, the CEO or Mary Ellen Bonczek, the CNO are passionate about the work they are doing and would be happy to talk with any interested hospital.

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