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“Quality Is Never an Accident. It Is Always the Result of Intelligent Effort.” Measuring Quality

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“Quality Is Never an Accident. It Is Always the Result of Intelligent Effort.” Measuring Quality THE CLEVELAND CLINIC 2003 ANNUAL REPORT DEFINING QUALITY THE CLEVELAND CLINIC FOUNDATION 9500 Euclid Avenue, Cleveland, Ohio 44195 Please visit our Web site at www.clevelandclinic.org “QUALITY IS NEVER AN ACCIDENT. IT IS ALWAYS THE RESULT OF INTELLIGENT EFFORT.” MEASURING QUALITY Quality Measures Web Site – The Cleveland Clinic’s quality www.clevelandclinic.org/quality efforts are on national display on our Quality Measures Web site. Designed to educate and inform patient- consumers on how to choose a quality health care provider, the Web site presents objective information on standards and outcomes in specific medical specialties. Since its launch, the frequently updated site has been visited by tens of thousands of consumers from across the nation. Quality Indicator Guides – The Cleveland Clinic publishes a comprehensive series of patient-friendly guides to help patients choose a doctor or hospital for their care. These educational guides include specific Clinic-related data for many diseases and conditions, and the six criteria recommended by the Clinic for choosing a health care provider: credentials; participation in research and education; experience; patient satisfaction; range of services; and outcomes. These guides can be HOTO: Steve Travarca found on the Clinic’s Quality Measures Web site. Leapfrog Initiative – The Cleveland Clinic is participating in a national patient safety initiative designed to focus attention on three practices proven to reduce prevent- able medical errors: evidence-based hospital referral, intensive care unit physician staffing and computer physician order entry. This voluntary safety initiative is spearheaded by The Leapfrog Group, a national organi- zation founded by The Business Roundtable, which is made up of Fortune 500 CEOs, The Robert Wood Johnson Foundation and others. The Leapfrog Group will use its Hospital Patient Safety Survey to identify facilities that provide the highest standards of care and most innovative treatments to ensure patient safety and improve outcomes. Such facilities will be designated by The Leapfrog Group as preferred caregivers. © 2004 The Cleveland Clinic Foundation DESIGN: Epstein Design Partners, PHOTOGRAPHY: Inc. PRINCIPAL 24 P Beck & Company PAGE COVER QUOTE: John Ruskin “THE STRENGTH, MISSION AND REPUTATION OF THE CLEVELAND CLINIC ARE BASED ON INTELLECTUAL CAPITAL – OUR SKILL, EXPERIENCE AND DEDICATION. THESE INTANGIBLE CHARACTERISTICS ARE HARD TO MEASURE, AND, YET, THEY AMOUNT TO THE PRINCIPAL INVESTMENT IN THE FUTURE OF HEALTH CARE.” FLOYD D. LOOP, M.D. Chairman and CEO,The Cleveland Clinic DEFINING QUALITY As a medical, scientific and educational institution, The Cleveland Clinic is committed to the validity of controlled studies, quantifiable data and repeatable outcomes. The pursuit of quality at The Cleveland Clinic is a matter of benchmarking, survey analysis and measurable results. At the same time, The Cleveland Clinic is a deeply human enterprise, with a workforce that is as diverse in talent, culture and personality as it is united in the pursuit of patient care that goes far beyond the bounds of the merely acceptable. The people of The Cleveland Clinic are its human capital and most valuable asset. They hold the future of medicine in their hands, and the best of them are making quality the focus of their professional lives. The following pages introduce a sample of individuals who exemplify The Cleveland Clinic’s devotion to quality. They pursue quality by leadership in quality improvement initiatives, and personify excellence through their dedication to patient care, research and education. THE CLEVELAND CLINIC 2003 ANNUAL REPORT 2 // 3 JOANNE M. HILDEN, M.D. CHAIR, PEDIATRIC HEMATOLOGY AND ONCOLOGY MEDICAL DIRECTOR, PEDIATRIC PALLIATIVE CARE “Too often, children who are seriously ill do not receive competent, compassionate and consistent care that meets their physical, emotional and spiritual needs.” (Source: Report from the Institute of Medicine of the National Academies of Science) QUALITY IS C OMPASSION Joanne Hilden, M.D., by developing a Pediatric Palliative Care other symptoms in children are treated by the safest, most com- service at The Children’s Hospital at The Cleveland Clinic, passionate and effective means possible, can mean that children assures that children with serious and complex illnesses receive do better and live longer.This type of care is more than simply the highest quality care, whatever their condition or ultimate the prevention and relief of pain symptoms. It involves emotion- outcome.The Children’s Hospital has a high rate of success with al support, respect for families’ choices and values, and helping children’s cancer and other complex conditions. Approximately people make difficult decisions.” 80 percent of pediatric cancers are curable.“Cures come after a long medical journey,” says Dr. Hilden. “Complex illness can Dr. Hilden’s interest in the field began, she says,“because I saw an overwhelm children and parents.They need excellent control of unmet need. I had the privilege of working with children and their pain and other difficult symptoms, and to be well-served with parents at the bedside and with parent advocate groups at the information.That is our working definition of palliative care.” national level. I listened. Children who are very ill, and their fami- lies, need care that meets both their physical and emotional needs.” Dr. Hilden seeks seamless coordination of care between doctors and departments, matched by communication among the medical Dr. Hilden has helped develop guidelines for pediatric palliative staff, the ill children and their parents. “Information is critical to care as part of a committee formed by the Institute of Medicine the parents of a seriously ill child,” she says.“We need to synthe- of the National Academies of Science, and authored the book, size medical information from many different sources, and funnel Shelter from the Storm: Caring for a Child with a Life-Threatening it to parents and children in a clear, simple and effective way.” Condition, published in 2003. Dr. Hilden and her team do not believe that palliative care and “We need to offer world-class care to all our patients, whatever curative treatments are mutually exclusive.“Palliative care during their age or stage of their illness.” curative treatments, meeting standards that assure that pain and THE CLEVELAND CLINIC 2003 ANNUAL REPORT 4 // 5 I SAW AN UNMET CLAIRE YOUNG, R.N., M.B.A. CHIEF NURSING OFFICER THE CLEVELAND CLINIC 2003 ANNUAL REPORT 6 // 6 It has been repeatedly proven that high quality nursing care reduces the rate of complications and length of stay in a hospital. A 2001 Department of Health and Human Services study proved that nurse staffing has a direct correlation with decreased length of stay and other positive indicators. However, there is a widening gap between the supply and demand for nurses that is changing the profession, and creating new opportunities as well as challenges for nurses everywhere. (Source: American Nurses Association) THE sky’sTHE LIMIT QUALITY IS NURSING Claire Young, R.N., M.B.A., is prepared to build on a legacy of the award “exemplifies the skills of our nursing division across the nursing quality constructed over more than 80 years at The organization, and shows our patients that we have the highest Cleveland Clinic. As the new chief nursing officer and chair, qualified, most compassionate nurses in the world.” Division of Nursing, Ms. Young oversees more than 3,500 employees – nurses, patient care nursing assistants, clinical nurse Working with the momentum of Magnet Status, Ms.Young is specialists and advanced practice nurses. She has experience in planning quality improvements that will bring greater unity and quality, having previously served as director of The Cleveland effectiveness to all areas of nursing at The Cleveland Clinic: Clinic’s Office of Quality Management. “Quality paints every- inpatient, outpatient, research and regional medical practices. thing we do,” she says.“It colors the entire patient care process.” “The Cleveland Clinic is the best place in the country to be From the earliest days of The Cleveland Clinic, nurses have a nurse,” says Ms. Young, who came to The Cleveland Clinic played a crucial role at every stage of institutional development from the Texas Medical Center.“When I first came to the Clinic, and have been key participants in every medical advance. In 2003, I was thoroughly impressed with what was happening here in the Cleveland Clinic Division of Nursing was honored with health care. The talent is unbelievable and leadership is highly Magnet Status for Nursing Excellence by the American Nurses supportive. I look around and think,‘the sky’s the limit.’” Credentialing Center of the American Nurses Association. Only 72 hospitals nationwide have achieved this coveted status. Cleveland Clinic Chairman and CEO Floyd D. Loop, M.D., said THE CLEVELAND CLINIC 2003 ANNUAL REPORT 6 // 7 DAVID A. KVANCZ, M.S., R.PH., FASHP CHIEF PHARMACY OFFICER THE CLEVELAND CLINIC 2003 ANNUAL REPORT 8 // 8 WE WANT TO BE LEADERS IN MEDICATION CURE AND QUALITY “WE WANT TO BE LEADERS IN MEDICATION CURE AND QUALITY” It is projected that costs of $76 billion a year are attributable to medication misuse. Since the 1999 Institute of MedicineTr report on the uprevalence of e medical errors nationwide, many hospitals have reviewed and strengthened their safety procedures. In pharmacy and medication use, new processes and procedures are reducing potential errors, and making hospital care safer than ever. (Source: National Institutes of Health) QUALITY IS S AFETY David Kvancz, M.S., R.Ph., FASHP, oversees one of the largest A study co-authored by members of the Cleveland Clinic hospital pharmaceutical services in the world. About 95 percent Pharmacy team concluded that the Clinical Staff Pharmacist of The Cleveland Clinic’s yearly total of roughly 52,000 Practice Model has the potential to minimize risks, decrease costs inpatients receive at least one dose of medication daily – with and improve outcomes associated with drug therapy.
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