SNI Bulletin SNI
March 13, 2014

In this SNI Bulletin:
Message from SNI’s Executive Director
SNI and CAPH Launch Clinical Advisory Committee
PHS Leadership Lean Convening will Feature Silicon Valley Author, Eric Ries
Whole Person Care Approach Addresses High-Utilizers of Multiple Health Services
CG-CAHPS Improvement Network Improves Staff Communication
California Public Health Care Systems Receive Clinical and Women’s Choice Awards


Message from SNI’s Executive Director

Health care is changing and so must we. To that end, SNI has released a document called A Next Chapter, which is intended to help members and stakeholders understand how the ongoing impact of this change demands that SNI interact with our members in a different way. As such, we are shifting our work from topic-specific collaboratives to the strategic shared space where policy, finance, performance and transformation overlap across the membership. Increasingly, the separation between these arenas is blurring and the need for transformation is essential in order to not only survive, but to thrive in this new environment. Feel free to send me any questions or comments you may have as you read the document. We at SNI look forward to working with all of you in our new capacity.Sincerely,

Lown Signature

David Lown, MD

Executive Director, SNI

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SNI and CAPH Launch Clinical Advisory Committee

SNI, together with CAPH, have launched a Clinical Advisory Committee to advise both the CAPH and SNI Boards of Directors. The committee will help to address clinical issues related to program and metric development for the next DSRIP, as well as functioning as a clinical workgroup for other issues the Boards may be addressing. Managing metrics when guidelines evolve is the first issue the Committee is addressing, in particular the new AHA/ACA recommendations which complicate the use of LDL control as the singular lipid measure for the Big Aims campaign (mentioned in A Next Chapter).

Contact: David Lown, MD

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PHS Leadership Lean Convening will Feature Silicon Valley Author, Eric Ries

To build upon the shared learning of leadership and key staff from the five participating public health care systems (PHS) in SNI’s Embedding Lean initiative, SNI is conducting a convening in April which will feature a dialogue with Eric Ries, a Silicon Valley executive and author of The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses. Viral Mehta from San Mateo Medical Center commented that the book, “…is so relevant to public health care systems, we are building a new system inside of our old one.” Funded by the California HealthCare Foundation, Embedding Lean works with five PHS – Alameda County Medical Center, Contra Costa Regional Medical Center, Harbor UCLA Medical Center, San Mateo Medical Center and San Francisco General Hospital – which have adopted Toyota’s Lean management strategy as a framework for transforming how they deliver care.

Contact: Nancy Oswald

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Whole Person Care Approach Addresses High-Utilizers of Multiple Health Services

In San Mateo, Santa Clara and Los Angeles counties, PHS leaders and their counterparts in other health agencies (mental health, substance abuse and social services, and local health plans) are meeting with SNI and CAPH staff to discuss how they can provide more coordinated services to the common populations they serve. Starting with the highest utilizers of multiple services, this “whole person care” approach tries to address some of the key social determinants of health – such as homelessness – rather than waiting until health issues become medical emergencies. SNI and CAPH staff, along with JSI, Inc., are gathering innovative practices from other such collaborations around the country and are distilling key success factors from California to make this information more accessible to all California PHS. The Blue Shield of California Foundation is providing support for this project.

Contact: Nancy Oswald

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CG-CAHPS Improvement Network Improves Staff Communication

Fifteen primary care clinics attended SNI’S CG-CAHPS Improvement Network Capstone Event on January 31st to conclude their year-long participation in the program. The program was designed to improve staff and provider communication skills using the Language of Caring, while also improving patient experience data, measurement, and quality improvement skills. The Network improved their pre-to-post CG-CAHPS data on “Staff Communication” items and staff satisfaction surveys, including an aggregate increase of 4.6% in “Helpfulness of Staff” and a 6% increase in “Quality of Interpersonal Communication.” Several clinics plan to include the Language of Caring skills in job competencies and performance evaluations, while others are continuing the use of strategies such as the “Poker Chip Method,” which uses colored poker chips for patients to provide rapid feedback.

Ventura County Health Agency’s Santa Paula Medical Clinic results were especially significant due to the full support of their Medical Director, Clinic Manager, and internal physician facilitator, who all modeled the newly-gained skills with patients and staff. This enhanced clinical engagement resulted in improving both CG-CAHPS “Provider” and “Staff Communication” items by: 18% in “Overall Doctor Rating,” 23.8% in “Helpfulness of Staff,” and 23.2% in “Quality of Interpersonal Communication.” Santa Paula’s results affirm SNI’s learnings that strong leadership support, physician-led engagement, and flexibility are key factors to achieving success and sustainability.

Contact: Rosemary Phu

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California Public Health Care Systems Receive Clinical and Women’s Choice Awards

UC San Diego Health System is a recipient of Healthgrades’ Distinguished Hospital Award for Clinical Excellence, ranking their systems in the top five percent of U.S. hospitals that demonstrate system wide clinical quality outcomes. Top performing hospitals were selected based on clinical excellence across a broad spectrum of care in specialty areas such as cardiac and neuro surgery and gastrointestinal, pulmonary and critical care.

UC Davis Medical Center has been awarded the Women’s Choice Award of the 2014 winners of America’s Best Heart Care Hospitals. This award is the only distinction that identifies the nation’s best health care institutions based on patient satisfaction, clinical excellence and women’s preferences with regards to treatment and quality hospital experiences. The award-winning hospitals demonstrated clinical performance with regard to heart care measures and have a high recommendation rate, which is an important indicator to women in choosing a hospital.

Contact: Norma Batongbacal

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