Eva Zeuthen Bentsen: Driving hospital efficiency in Denmark
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The document discusses initiatives to increase hospital efficiency at Copenhagen University Hospital Gentofte, highlighting areas such as productivity, health outcomes, patient and employee satisfaction. Key strategies include data management, cultural changes, and various satisfaction measures which have led to significant improvements over time. The hospital's approach reflects a comprehensive effort to balance costs with quality care for patients and job satisfaction for employees.
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Eva Zeuthen Bentsen: Driving hospital efficiency in Denmark
- 1. Increasing hospital efficiency in Denmark EvaZeuthen Bentsen, CEO Copenhagen University Hospital Gentofte Denmark How can hospitals do more with less, The Nuffield Trust October 17 2012
- 2. Copenhagen University HospitalGentofte • Built in 1927 just north of Copenhagen • One of nine hospitals in the Capital Region • 2,300 employees / 1,750 full time positions • 200,000 out-patients • 17,000 in-patients • 135,000,000 £ annual budget Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 3. What is efficiency? •Obviously; high productivity related to cost Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 4. A broader perspectiveon efficiency • Productivity – costs related to outcome in quantity • Health - costs related to outcome in health • Satisfaction – costs related to patient satisfaction • Employee perspective – costs related to job satisfaction Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
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- 6. Productivity in theDanish hospital sector Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 7. Gentofte Hospital -productivity growth Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
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- 9. Health - adverseevents Adverse events by severity 3rd quarter 2011 4th quarter 2011 1st quarter 2012 No harm mild moderate severe fatal Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 10. Health – mortalityrates HSMR - Hospital standardized mortality rates: Percentage of actual deaths compared to expected deaths 2007: 102% 2012: 91% Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 11. Managing health • Managementby data • Management structure • Bimonthly status meeting • Comprehensive quality organization • Departmental and regional contracts • Examples of data sources • National indicator project • Inspection reports • Management information reports • Quality monitoring reports Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
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- 13. Satisfaction • Annual countrywidepatient satisfaction study In-patients Out-patients 2006: Lowest ranking nationwide 2011: Highest ranking in the Capital Region Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 14. Managing satisfaction • Changeof culture • Patient complaints • Waiting time • Call center response time / opening hours • Communication – e.g. change of department names • Post treatment follow-up • Food quality, duvets and pillows, etc. Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 17. Managing satisfaction • Changeof culture • Patient complaints • Waiting time • Call center response time / opening hours • Communication – e.g. change of department names • Post treatment follow-up • Food quality, duvets and pillows, etc. Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 18. Employee perspective Increasing hospitalefficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 19. Employee perspective –accident frequency Frequency rates for seven somatic hospitals in the Capital Region (accidents per one million work hours) 60,00 50,00 40,00 Frederiksberg Hospital Gentofte Hospital Glostrup Hospital Helsingør Hospital 30,00 Herlev Hospital Hvidovre Hospital Rigshospitalet Capital Region total 20,00 10,00 0,00 2009 2010 2011
- 20. Employee perspective -job satisfaction survey Survey every three years covering 40,000 regional employees Topics: Influence, management, work-life balance, and more Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 21. Employee perspective -sickness absence 6% Capital Region 5% Gentofte Hospital 4% 3% 2008 2009 2010 2011 - 2012 Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 22. Managing employee satisfaction •Competency development funds • Post graduate educational programmes • Strong clinical research environment • Working conditions • 6 – 3 – 6 interviews • Employee deals and discounts • E.g. social gatherings, take-away family meals, bike repair, sports clubs, Christmas grants, child care days, six weeks holiday, paid lunch break, pension funds, and more Increasing hospital efficiency in Denmark Eva Zeuthen Bentsen, Gentofte Hospital
- 23. culture It’s the economy,stupid.