MHA FPX 5040 Assessment 4 Case Study Presentation for Tufts- NEMC MHA-FPX 5040 Health Administration Change Leadership Tufts-NEMC Overview

• TUFTS-New England Medical Center was founded in 1796.
• The center struggled to remain competitive.
• It merged with Life Span but discontinued the merger after five years.
• Ellen Zane joined Tufts-NEMC.

Tufts-NEMC Transformation

• Created a sense of urgency.
• Identified key resources.
• Provided valuable information.
• Fostered trust.

Tufts-NEMC TOWS Matrix

Threats

• Resource limitations.
• Physician burnout.
• Competitive market.

Opportunities

• Leapfrog Patient Safety Scores.
• Patient Satisfaction.
• Service Expansion.

Weaknesses

• Large competitors.
• Limited staffing resources.
• Financial instability.

Strengths

• Community partnerships.
• Committed employees.
• Medical school partnership.
• Name recognition.

Best Practices to Improve Clinical and Nonclinical Outcomes

1. Learn from other organizations.
2. Define goals and measure outcomes.
3. Ensure continuity of care and discharge procedures.
4. Analyze data.

Customer Service and Satisfaction Drivers

• Use HCAHPS data to monitor patient satisfaction.
• Emphasize communication and teamwork.
• Continue executive sponsorship.
• Be transparent.
• Make patients the priority.

Revenue Implications

• Hospital quality reporting.
• Reimbursement based on quality.
• CARES Act.
• Inflated labor expenses.

Measurement to Assess Change

Concept Indicators Initiatives

Financial

• Expand NEQCA network to include more specialty physicians.
• Empower other physicians by giving them leadership roles in NEQCA, similar to primary care physicians.

Customer

• Maintain HCAHPS scores to evaluate patient experience.
• Continue the process initiated by Ellen by conducting daily rounds and speaking with employees and patients.
• Use post-discharge surveys to gain valuable insight into patient experience.

Internal Processes

• Protect patient privacy by implementing processes to secure patients’ health information.
• Conduct training sessions and exercises to identify vulnerabilities.

Growth & Learning

• Strengthen the relationship between the hospital and the university.
• Leverage the prominent reputation of both institutions to recruit better students and physicians.

Assess Organizational Success After Change

• Improve hospital safety grades.
• Rank as the 5th best hospital in MA.
• Achieve 4 stars for Patient Experience.

Conclusion

Tufts-NEMC demonstrates how a leader with the right skills can guide an organization to success. Ellen created a team environment, making everyone part of the solution. Transparency at all levels fostered trust. Employees are aware when something is not working. Providing them with information allows for informed decision-making and the provision of useful solutions.

References

Bailey, V. (2021, October 25). High-Impact CARES Act Funds Were Disproportionately Distributed. Retrieved from RevCycle Intelligence: https://revcycleintelligence.com/news/high-impact-cares-act-funds-were-disproportionately-distrib uted