HealthStream Research has provided physician satisfaction survey services to healthcare systems and individual hospitals across the U.S. since 1990 and has accumulated the nation's largest comparative database (with over 700 facilities and more than 35,000 respondents) for physician satisfaction. We recently took a closer look at four hospitals that scored high when physicians were asked to rate the hospital's efforts to maintain a high quality of care which is consistent across all shifts and floors.
In the December Random Samples (available at www.healthstreamresearch.com) we featured the best practices of a 520 bed hospital as part one. This month we will look closer at a smaller hospital as part two of a four part series that shares best practices in consistency of care.
Unique Atmosphere Contributes to Success
Twin Cities Hospital, Niceville, FL
HealthStream Research recognizes Twin Cities Hospital in Niceville, FL for top performance in delivering consistent care. This 65-bed hospital has been providing healthcare services to residents of Niceville, Valparaiso, and Okaloosa County Florida for 27 years. After talking with CEO David Whalen and CFO Mark Day it was easy to see why Twin Cities consistently delivers quality care. Twin Cities has a unique atmosphere that begins with the CEO and administration. David Whalen has been the CEO at Twin Cities for twenty years. He recruited most of the current physicians and knows their families by name. This personal environment and commitment in administration create a consistent atmosphere in the hospital.
Making Managers 'Franchise Owners'
David Whalen isn't the only committed staff member at Twin Cities. Managers are also highly committed. Administration believes in making managers 'franchise owners'. This ownership empowers managers to take responsibility for their departments. Instead of managing from a distance, managers at Twin Cities often work alongside the employees they manage. Administration truly believes that these 'working managers' contribute to consistency of care.
Consistency in Nursing Staff
Consistency in nursing staff also contributes to the consistency of care throughout the hospital. Twin Cities has long-term nursing directors, with more than 40% of the nursing staff having been there for ten years of more. Nurses know the hospital, and each other, inside and out. This familiarity with the nursing staff greatly increases the ability to deliver consistent care.
Atmosphere of Openness
In addition to an atmosphere of commitment, Twin Cities also has an atmosphere of openness. Davide Whalen believes that openness must come from the top down, and it starts with honesty of self. Members of administration must be open about their own faults. In addition, administration must be visible to physicians and employees. David eats lunch with his medical staff regularly. He is also visible on the floors at all times of the day. David believes that the CEO must be open and accessible to all physicians and employees, and that this openness creates an environment of consistent care.
Physician Involvement
Consistent delivery of care is also supported by physician involvement in hospital decisions. Several years ago, Twin Cities decided to test a hospitalist program. After the trial period, physicians decided to keep the program. Allowing physicians to solve problems and choose programs greatly contributes to the consistency of medical care at Twin Cities.
At Twin Cities Hospital, consistency of care across all shifts and floors starts with CEO David Whalen and his administrative team. Having a long term CEO and staff provides stability and predictability. Creating an open and collaborative work environment reinforces their efforts to sustain a high level of care throughout the hospital. Congratulations to David Whalen and Twin Cities Hospital for maintaining a high quality of care that is consistent across all shifts and floors of your hospital.