Overview
The IHI, Joint Commission, NQF, and CMS are aligned around a few simple principles that are foundations for a high quality patient experience: patients and families, along with physicians, nurses, and other members of the healthcare team, must become partners in the care process; leadership must set high expectations for teamwork and customer service; and measures must be in place to assess the effectiveness of these efforts and their impact on patient care.  At Evergreen Healthcare these key principles align with the system wide EverCARE initiative.  Since 2007 the culture has been enriched by the introduction and continual focus on a three pronged approach designed to (1) Improve Teamwork, (2) Enhance Customer Service, and (3) Spread the Patient Family Centered Care Philosophy across the organization.  The goal of this session is to help leaders understand a step by step process that can energize your culture using a classic transformation model and evidence based tools and techniques.

FACULTY
Kathy Shoenrock
Director of Quality Management
Evergreen Healthcare
Kirkland, Washington

Course Agenda

I.   Describe Evergreen Healthcare to set a context for the presentation
II.  Explain how the EverCARE initiative was conceived and introduce the "Eight Steps" model
III. Take each of the steps and describe how Evergreen operationalized them with EverCARE
IV.  Describe the 2009 EverCARE Plan, how it was developed, introduced, and continues to guide  
      the organization as a "Prescription for Success"
V.   Discuss the significance of five successful strategies:

A.  Identifying and training a team of front line champions;
B.  engaging respected leaders as the trainders for the required staff training,
C.  developing a recognition system that was accessible to all employees to reinforce the
     EverCARE philosophy,
D.  integrate a Patient Family Centered Care focus with teamwork and customer satisfaction
E.  establishing organization wide goals to improve patient satisfaction

This is a pre-recorded webinar and is available for download for use throughout your facility.