1 2 About Je nnife r Mie le Philo so phy Sta te me nt: T he re s - - PowerPoint PPT Presentation

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About Je nnife r Mie le

Philo so phy Sta te me nt: T he re ’ s a lwa ys a wa y.

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E xc e la He alth 2017

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E xte r nal mar ke ting c ampaign. Inte r nal c ampaign?

Str ate gic Inte r nal Communic ations Plan

• “Pic ture s o f Qua lity” c a mpa ig n

de ve lo pe d in F a ll 2016

• Dig izine (Dig ita l Ma g a zine

with c lic ka b le c o nte nt)

• Bra nd Amb a ssa do rs
• T
• wn Ha lls
• E

xc e la Mo b ile App

T ac tic s:

• I

mpro ve Pa tie nt Sa tisfa c tio n

• E

nha nc e Clinic a l Qua lity Bra nd

• Gro w Culture o f Sa fe ty

No ne o f this c a n ha ppe n Witho ut e mplo ye e a nd physic ia n e ng a g e me nt.

Goals:

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MAL E T O F E MAL E RAT IO 1 HOUR F ROM PIT T SBURGH

DE MOGRAPHICS

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Pic ture s of Qua lity

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Roll Out of Communic a tion

• Physician Leadership
• EHMG newsletter
• Department Chair meetings
• Physician quarterly

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Roll Out of Communic a tion

• Operational Leadership
• Organized theme
• Takeaway sheet
• Giveaway

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May the 4th

Roll Out of Communic a tion

• Town Hall Meetings
• Organized theme
• Takeaway sheet
• Giveaway
• Video for offsite locations

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What We Wante d F r

• m an

E mploye e App

Majo r issue s affe c ting E xc e la (similar to tho se

• f the br
• ade r

he althc ar e industr y) inc lude d:

A hig hly dispa ra te workforc e : with a c o ve ra g e a re a inc luding mo re

tha n 100 lo c a tio ns, E xc e la He a lth pro vide s b o th inpa tie nt ho spita l c a re ,

• utpa tie nt se rvic e s a s we ll a s ho me c a re a nd ho spic e .

A non- de sk- bound workforc e : 80% o f E

xc e la He a lth e mplo ye e s a re no t de sk-b o und, whic h le ft e -ma il c o mmunic a tio n a nd c o nsumptio n o f c o mpa ny-re la te d c o mmunic a tio ns la rg e ly unre a d.

A g e ne ra tiona l workforc e : while o nly 25% o f E

xc e la He a lth’ s e mplo ye e s a re Mille nnia ls – individua ls de pe nde nt o n the ir mo b ile de vic e fo r c o nsumptio n

• f info rma tio n – E

xc e la e xpe c ts tha t po pula tio n to do ub le in its wo rkfo rc e b y 2020.

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T he E xc e la He alth Br and Ambassador Pr

• gr

am

Mission State me nt:

#ExcelaPride is a way to showcase our exceptional quality rankings and encourage employees and the community to show us the pride they have in Excela, especially online. We are putting together an #ExcelaPride Ambassador team focused on individuals who are engaged and seen as leaders in the health system, the community and want to share their Excela Pride!

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What We Need An #ExcelaPride Ambassador To Do:

• Atte nd one of our

#E xc e laPr ide Ambassador L unc h and L e ar ns!

• # E

xc e la Pride Amb a ssa do rs will ha ve the o ppo rtunity to a tte nd o ne o f o ur L unc h a nd L e a rns o ve r the ne xt six mo nths to le a rn a b o ut o ur q ua lity a c c o la de s a nd ho w the y c a n spre a d the wo rd, plus b e e q uippe d with info rma tio n to ta ke b a c k to the ir de pa rtme nts re g a rding upc o ming e ve nts a nd e xc iting ne ws.

• Use #E

xc e laPr ide on the ir soc ial me dia pr

• file s!
• # E

xc e la Pride Amb a ssa do rs will b e a ske d to sho w why the y a re pro ud to wo rk a t E xc e la : like / fo llo w o ur so c ia l me dia pa g e s, sha re o ur po sts/ E xc e la He a lth jo b o pe ning s, e ve nts a nd c e le b ra tio ns.

• Be c ome a Supe r

Use r for E xc e la Points of Pr ide !

• T

his ne w e mplo ye e re c o g nitio n pla tfo rm will e na b le ma na g e rs to a wa rd e mplo ye e s with Pride Po ints fo r o utsta nding wo rk. T ho se Po ints o f Pride c a n b e re de e me d a t a n o nline sto re fo r do ze ns o f prize s.

• Be c ome a Supe r

Use r for E MA (E xc e la Mobile App)!

• E

MA is o ne o f the b e st c o mmunic a tio n to o ls we ha ve , so it’ s impo rta nt o ur use rs kno w it, use it a nd spre a d it!

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Br and Ambassador s: Phase I

• 199 e mplo ye e s no mina te d b y

L e a de rship fo r the Bra nd Amb a ssa do r pro g ra m

• 191 e mplo ye e s a tte nde d a nd tra ine d o n

E xc e la ’ s Qua lity Ac c o la de s a nd ho w to use # E xc e la Pride

• T

ra ine d a nd g ive n a ssig nme nts

• L

iking a nd sha ring q ua lity a c c o la de s

• Cre a te o rig ina l c o nte nt surro unding c a re

e xpe rie nc e s

• Ce le b ra ting c o -wo rke rs a c hie ve me nts
• 50 Sta te s Cha lle ng e

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#E xc e laPr ide Posts

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E xc e la Mobile App

• App do wnlo ad to tal to 1,784 to date
• Go al: 2,000 by July 1, 2017
• 100 Physic ians
• I

n a fa st pa c e d a nd e ve r c ha ng ing wo rk e nviro nme nt, e mplo ye e s ne e d to b e a b le to q uic kly a c c e ss info rma tio n a nd upda te s while o n the g o .

• T

he mo b ile a pp pro vide s o f se nse o f c o nne c tivity a nd e nte rta inme nt.

• Sinc e Ma y o f 2016, we ’ ve a lso imple me nte d the push

no tific a tio n fe a ture to upda te , ta rg e te d g ro ups o f e mplo ye e s o n c risis c o mmunic a tio n a nd la te st E H ne ws.

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Use r De mogr aphic

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By Jo b Se g me nt: By Ag e a nd Ge nde r:

Average Age <20 20-29 30-39 40-49 50-59 60-69 70-79 44.17 17 354 327 347 488 221 7 1% 20% 19% 20% 28% 13% 0% Female 1462 82% Male 315 18%

Job Segment # Registered # Total % Administrative Support 250 684 36% Clinical Professionals 316 910 34% Management 209 279 74% Non-Clinical Professionals 77 146 52% Non-Physician -CRNA-NP 44 155 28% Patient Service Positions 334 897 37% Physician 56 215 26% RN 346 1050 32% Residents 11 23 47% Service Staff Positions 118 518 22% Other 15 Home Care and Hospice 131 219 60% Safety Advocates 120

The Outcomes

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Most Vie we d Conte nt:

• Ca mpus Ca fé Me nus
• MyE

xc e la PE RK S!

• T

he ra py Do g ne w sto ry

• Ma il/ Pho ne Dire c to ry
• E

mplo ye e Be ne fit summa ry

• Ne w F

a c e s: We lc o me to E xc e la He a lth!

• Ultipro
• Sa fe ty F
• lde r info rma tio n

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Push Notific ations

T

• da te we ha ve se nt o ut 22 push no tific a tio ns in the fo llo wing

a re a s o f inte re st:

• Bra nd Amb a ssa do r E

ng a g e me nt

• Huma n Re so urc e – Surve y Re minde rs/ Ope n E

nro llme nt

• E

ve nt Re minde rs – T

• wn Ha lls
• Ce le b ra tio ns – Do c to rs’ Da y, Ne w Physic ia ns
• Syste m Ne ws – E

me rg e nt Ho spita l E ve nt, Stro ke Ce rtific a tio n Anno unc e me nt, Je a nne tte pro pe rty sa le

• Ma rke ting I

nitia tive s – Prima ry Ca re We e ke nds, GE T WE L L

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Outc ome s

• Today 94% of Excela Health rates patient safety as either excellent, very good or acceptable. That’s an

increase from 75% in 2012. Excela considers this a key metric in measuring employee engagement.

• Excela is top quartile in the nation for Frequency of Event Reporting, Communication Openness

and Teamwork within units.

• Tactics of the plan seemed to have had a halo effect on other metrics including turnover rate. (YTD:

11.% on a goal of 13.5%) and perception of teamwork within units (top quartile in nation).

• Consumer Data: Healthcare consumers in Westmoreland County name Excela Health as the number
• ne brand of choice for hospital care – with a 15 point jump – beating all of our competition for the

first time.

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Outcomes

• Employee celebration event
• 300 nominations for individual and team awards
• 150 semi finalists
• 20 winners
• 750 attended
• Our hospitals are outperforming their satisfaction scores of a year

ago:

• We have increased from 6/9 domains at threshold to 7/9 domains at

threshold in 2017 and are reaching top decile in the nation for some metrics.

• Visits to Excela’s job website are up 765%
• Social Media post engagement is up 268%

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Innovation

• Text for appointment
• Patient Portal
• How can we help you today?
• MyExcelaPERKS
• E-Tweeter
• Snapchat

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Innovation happe ns.

T he re a re 3 kinds of pe ople .

T ho se who do n’ t re a lize it ha ppe ne d. T ho se who a sk wha t ha ppe ne d . T ho se who ma ke it ha ppe n.

Whic h one ar e you?

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Que stions?

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