Page 3 - COPR-Oct 2017

System Performance Report

EXECUTIVE SUMMARY

Providing safe, high-quality care is our most fundamental accountability to our patients. For that reason, we must strive
tirelessly to eliminate serious reportable events (SREs) — events such as pressure ulcers, retained foreign objects after
surgery and falls. We also are accountable for ensuring that our patients have an amazing experience whenever we are
privileged to serve them; however, patient experience scores are falling short of target. The entire ministry is being called
upon to address SREs and patient experience through a renewed commitment to Amazing Patient Care by focusing on a
culture of learning, safety and discipline.
Amazing patient care

As of September YTD, MyChart Response Timeliness is seeing a positive trend in messages received before 4 p.m. Such
progress highlights the collaboration among regional dyad owners of sharing best practices so that we can deliver on our
promise to make healthcare easier for our patients. Our patients’ perception of our care is a key driver in the success of
Mercy Health as we continue to grow our ministry. Because of this, Likelihood to Recommend Provider Office will remain an
important indicator of success in this area. We have seen improvement of less than 1% since January; however, this
correlates to a movement of 4 percentile rankings in the benchmark. We will continue to push towards the 75th percentile
target as we head into the fourth quarter.
Operational excellence

Ambulatory Point of Service Collections has seen a 3% increase overall since January, while outstanding balances have
improved by 15% since January. We are on the right track with both, but we still have opportunities to get to target for each.
By focusing on action plans developed by the dyad owners and their teams, we hope to continue to see improvement in
this important KPI.
The Mercy Health consolidated operating income for September was $20.3M, favorable to the budget by $14.5M. Year-to-
date operating income is $129M, favorable to the budgeted operating income of $78.3M. Mercy Health Physicians was
favorable to budget in September by $2.4M. Although our overall finances are favorable, core operational results have
opportunities that must be addressed through a relentless pursuit of Operational Excellence and Amazing Patient Care.
Creating the future

Ensuring that encounters are closed is not only financially responsible for our ministry but also critical in our promise to
provide excellent patient care and quality. The Providers with Ambulatory Encounters Left Open > 7 Days KPI is trending up
in recent months. Closing our encounters ensures that we have accurate information in patient charts to allow for a positive
care continuum within our system. The RN Voluntary Turnover Rate KPI has seen a steep incline upward in recent months.
From January to September, turnover has increased by 25%. Considerable focus must be placed on retaining excellent
clinicians as we continue to grow and serve more patients across our ministry.

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