Sharp Coronado Hospital and Healthcare Center

Marcia Hall, CEO

Reflection

Here’s to the crazy ones. The rebels. The troublemakers. The ones who see things differently. While some may see them as the crazy ones, we see genius. Because the people who are crazy enough to think they can change the world, are the ones who do.

Apple Computers 1997

– General Acute Care Hospital (focused on joint replacement)

– 204 beds– 250 physicians– 650 employees– Affiliated with San Diego’s Sharp HealthCare in

1994– Planetree affiliate since 2002– Achieved Planetree Designation in 2007

Hospital Statistics in 2011…

VISION in 2001: “Create a first-in-its-class destination hospital, redefining the health care experience by providing a unique blend of premier healing care services within a culture of caring and compassion, surrounded by a warm, welcoming, and healing environment.”

THEME: Using sunshine colors, beach textures, island serenity and a tropical ambience, create the feel of an “Island Beach Resort” within the walls of an urban hospital.

Strategic Plan: Coronado Project 2020

Two significant tactics made it work

THE SHARP EXPERIENCE (service culture initiative with sensible tactics)

“Best place to work, practice medicine and receive care”

PLANETREE AFFILIATION(patient centered care initiative with defined cultural values)

Change the sights, smells, sounds, feel“Humanize, personalize, demystify”

So, What Changed?

Sharp Coronado HospitalPercent Perfect Care

Sharp Coronado Hospital Core Measure Percent Perfect Care

63.6

%

69.7

%

73.6

%

88.0

%

87.7

%

90.2

%

90.3

%

94.5

%

93.1

%

93.5

%

93.5

%

92.1

%

95.6

%

94.6

%

94.8

%

95.1

%

0%

20%

40%

60%

80%

100%

82%

62%

65%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

SCHHC

California Avg

National Avg

HCAHPS - Overall Rating of Hospital"% 9 or 10"

•Attitude, attitude, attitude

•Personal Mission Statements

Voice of the Customer Strategies:

•Every patient, every time

•Mystery Shopping

•“Drive Through Phlebotomy”

88%

66%

68%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

SCHHC

California Avg

National Avg

HCAHPS - Willingness to Recommend this Hospital"% Yes Definitely"

Voice of the Customer Strategies:

•AIDET

•Valet Services

•Hourly & Leader Rounding

•Overall experience

•Sense of Safety…prep for going home

83%

84%

85%

86%

87%

88%

89%

90%

91%

92%

2007 2008 2009 2010

% Favorable

Employee Opinion SurveyOverall Percent Favorable

0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

2005 2006 2007 2008 2009 2010

Turnover %

Employee Turnover Rates(FY 05 to FY 10)

80828486889092949698

100

Per

cen

tile

Ran

k

2003 2004 2005 2006 2007 2008 2009 2010

Physician Opinion Survey

Trended Financial Indicators

$0

$1,000

$2,000

$3,000

$4,000

$5,000

$6,000

FY06 FY 07 FY 08 FY09 FY 10

EB

ITD

A (

$000

s)

$0

$10,000

$20,000

$30,000

$40,000

$50,000

$60,000

$70,000

$80,000

Op

erat

ing

Rev

($0

00s)

EBITDA Total Operating Revenue

Results – Community Philanthropy

$0

$500,000

$1,000,000

$1,500,000

$2,000,000

$2,500,000

$3,000,000

$3,500,000

2003 2004 2005 2006 2007 2008 2009 2010

Funds Raised - Coronado Hospital Foundation

Awards and Honors

• Malcolm Baldrige National Quality Award Recipient (2007 Sharp HealthCare)

Awards and Honors

Planetree Redesignation as a Patient-Centered Care Hospital (Sharp Coronado was the first hospital in the nation to be re-designated)

Awards & Honors

• Ranked in “Top Ten California Hospitals” for clinical quality outcomes by CHART (California Hospital Assessment and Reporting Taskforce)

• Press Ganey’s “Best Place to Practice Award” for physician satisfaction

• Governor Schwarzenegger’s “Letter of Recognition for Patient-Centered Care”

• Morehead’s “Apex Workplace of Distinction Award” for employee satisfaction

Everything you experience at Sharp Coronado Hospital is measured by asking three simple questions:

Have we helped you .........

Live your life with dignity and optimal health?

Heal to the highest degree of functioning possible?

Grow in all the ways that have meaning for you?