The Challenge
A for-profit hospital corporation requested assistance with Transitional Management for a 140-bed acute care hospital. The hospital was acquired 3 years earlier and had been plagued with numerous state and federal surveys. At the time of the engagement, the hospital was on a termination track with CMS and was also preparing for a JCAHO survey.

SHP Approach
Spectrum Health Partners (SHP) was engaged to initially provide Chief Operations Officer duties. Due to the many surveys, physician relations were strained and volumes were declining. Corporate Senior Management requested operational stability in the COO areas, survey preparedness for CMS and JCAHO, and improved physician relations to improve declining volumes.

SHP Options and Solutions

>Hands on Research

* Analysis of operating areas revealed:

• Poor Communications
• Lack of Management Follow up
• Poor allocation of resources
• Poor Department Manager Performance
• Failure to maintain survey readiness

* Analysis of physician relations revealed:

• Poor communications
• Lack of Management Follow up
• Poor Nursing Quality

>Action Taken

• Expectations were clearly developed for Department Managers.
• One Department Manager was terminated and key department personnel assumed leadership during the recruitment for the new Director.
• Daily rounds were established to inspect the expected changes established for survey compliance.
• Physician Leaders were approached to determine concerns and expectations required to regain trust and respect for management.

The Result
After 6 weeks on the project the following items were achieved:

• The hospital was found to be in compliance with the CMS termination survey and was removed from the termination track.
• Physician relations improved and key physician leadership volume increased by 15%. Hospital resumed discussions with the physicians on syndication talks.
• The hospital was aggressively achieving all requirements for the JCAHO survey.
• Financial performance improvement was being achieved due to making department managers accountable for their actions and decisions.