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St. Joseph’s Hospital Health CenterCardiology Survey

Maxwell Consulting Group Rachel Amols, William Balch, Philip Beekman, Brendan Cheney,

Sarah Douglas, Miki Ouchi, and Sanda Putnina

December 5, 2002

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Hospital Background

• Syracuse’s oldest hospital • One of the largest health centers in CNY

– Serves 20,000 inpatients and 20,000 outpatients annually

– Exceeded an operating budget of $200 million

– One of the largest employers in CNY

• Current challenges – Location in Syracuse

– Negative population growth

– Median income level below the national average

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Cardiac Background

• Pioneer and leader in cardiac care in CNY – First open heart surgery in CNY, 1958– 65% of market – Exceeds 1,000 open heart operations annually – Lowest open heart mortality rate NYS

• High ranking nationally – Lower mortality rate than many well known cardiac departments– Second best one-year survival rate

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Survey Development

• Population: 39 cardiology unit physicians – Open heart surgeons – Cardiologists – Invasive cardiologists

• 5 topics focused on closed-ended responses: – Quality of primary and ancillary services – Access– Technology and communications– Satisfaction – Public relations and marketing

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Survey Development (continued)

• Sources for Development of Survey: – Input from physicians and the Executive Board

– Materials provided by the Health Care Advisory Board

– Relevant academic journals and literature

• Final deliverable was designed to: – Provide information addressing current staff concerns

– Offer ideas for strategic planning over the next five years

– Maintain hospital’s financial success

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Collected Survey Description

• Received 13 responses out of 39 surveys sent out• At least one response from each of the major groups

and individual cardiac practices associated with SJH• Survey administration difficulties:

– Response Rate

– Anonymity

– Pre-test

– Follow-up interviews

– Demographic information

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Quality

Purpose:

• To determine the satisfaction of the quality of cardiac services

Findings:• Generally satisfied

Recommendations:• Politics and impartial nursing

• Evaluate need for midlevels

• Evaluate efficiency of services

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Access

Purpose:• Evaluate physician satisfaction with cardiac patient access to key services

Findings:• Generally satisfied

Recommendations:• Address efficiency issues

• Increase bed availability (ED, ICU, telemetry)

• Confirm need for additional sub-specialties

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Technology and Communications

Purpose:• Evaluate Physician Portal, Training Sessions, and Physician Updates

Findings:• Only 6/11 find updates as useful

Recommendations:• Evaluate why updates are not useful• Evaluate why portal is only used for certain tasks

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Satisfaction

Purpose:• Determine satisfaction with quality of care and staffing levels

Findings:• Satisfied with working at SJH and with care given• Concerned over a short-term increase in patient volume

Recommendations:• Establish a formal communication channel• Carefully develop a recruitment plan

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Public Relations/Marketing

Purpose:• Determine cardiologist’s views on marketing strategy

Findings:• Current marketing levels are sufficient

• Cardiologists are interested in being involved in future marketing

Recommendations:• Pursue a wider, regional marketing strategy

• Focus on quality of services and experience of physicians

• Aim marketing at patients and referring physicians

• Pursue public relations with community outreach

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Questions?