Started in 2004, Achieving Breakthroughs is a major UCH initiative with significant BSD participation and support. BSD faculty can learn more about the initiative in upcoming faculty meetings in early 2005 -- primarily through presentations planned by BSD administrators and UCH Vice Presidents.

Achieving Breakthroughs is a systematic approach to building UCH into an organization that will attract and retain the best physicians and staff, increase patient satisfaction as well as improve service and operations. Several hundred hospitals across the country have already participated in similar initiatives with measurable positive impact.

Physician Involvement
At the request of department chairs, Pediatric faculty and the Departments of Medicine, Surgery and Pathology have already attended meetings to discuss how Achieving Breakthroughs will benefit physicians. Four BSD faculty actively participate as members of the Achieving Breakthroughs Steering Council - Elmer Abbo, M.D., Albert Bothe, M.D., Christopher Clardy, M.D., and Joel Schwab, M.D. The Clinical Strategy Group (which includes chairs of several departments) receives regular updates. James Walter, M.D. serves as an advisor for communications.

Status of Implementation within The Hospitals
UCH has outlined measurable goals for every leader related to staff/employee relations, service, quality, growth and financial performance. Performance against goals is tracked on a quarterly basis. Approximately 125 front line hospital employees have been asked to join Service Excellence Teams for DCAM, Mitchell and Comer Children's Hospital. Each service team will be analyzing processes to implement improvements. Discharge Phone Calls to patients and other tactics are being executed to improve patient and family satisfaction.

UCH departments are now rated on a monthly basis by "internal customers" who complete an on-line survey. Summary reports are distributed and department managers are expected to engage in discussions with their "customers" to improve service. Later in 2005, physicians will be invited to participate in surveys (both on-line and written) to give feedback regarding various UCH departments and services.

A UCH Standards Committee has updated the CARE Service Standards which establish expectations for UCH employees regarding communication, accountability, respect and behavior in the work environment.

Although Achieving Breakthroughs is a multi-year effort, the initiative is off to a solid start. For additional information, visit the UCH Intranet or contact Ken Kates (Kenneth.kates@uchospitals.edu) or Ken Sharigian (ksharigi@bsd.uchicago.edu).

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