A vicious “Oh No!” JCAHO cycle in hospitals. Every three years right before JCAHO arrived, staff become stressed out and patient care suffers. Why can’t employees get excited that JCAHO was coming?
Kathy met with the CEO of Memorial Healthcare System and suggested a “Back to the Future” theme for the performance improvement presentation. The time machine would show where we had been, where we were and where we were going with performance improvement. Kathy suggested he dress up like the crazy professor and greet the surveyors at the door. The conservative CEO agreed to go along with the crazy idea on one condition: Get employees excited about JCAHO.
We gathered 20 staff from front line employees to the executive office. Instead of a boring board room presentation, the performance improvement presentation was given in a huge community room. We covered all the tables in aluminum foil and rented smoke machines and a strobe light . Everyone dressed up and became involved: RN’s, respiratory therapist, patients, even cardiac surgeons. 4000 employees were excited; they couldn’t wait for the surveyors to come.
After the presentation, the surveyors gave a standing ovation and declared, “Survey over one day early!” Memorial received 100% on our performance improvement presentation, became one of the top 100 hospitals in the country, number one in customer satisfaction across the national system, and exceeded budgetary goal of $5,000,000.