Transcript Document
Bergen Regional Medical Center Re-Source Center Joseph Glaski Started my career in HC 1982 Worked as a Maintenance Manager Director of Capital Construction projects Director Engineering 1997 2003 Promoted to VP Facilities Mgt. operational Budget of $40M Today I’m here at 2009 NEHES Conference networking and sharing GOALS: Re-Source Center exceed the expectations of our customers through: Innovative cross functional boundaries Provide seamless delivery of support services Develop customer service champions Deliver outstanding customer service (Customer focus service) Streamline operational and organization request Achieve cost savings opportunities Bottom Line - Manage the Physical Environment One Call Does it All Implement a central point of contact to simplify the process of Support Services Request: Plant Operations Maintenance Grounds Construction Biomedical Housekeeping Telecommunications Safety Laundry Food / Nutrition Re-Source Center One Stop Custom er Re-Source Center Environm ental Services Facilities Engineering Laundry Com m unications Re-Source Call Center Phone 5300 Biom edical Request Generated by Customer f or Support Serv ices Customer Re-Source Center receives request type and priority of request. Re-Source Coordinator dispatches appropriate request, creates work order and manages information and communication systems. Support Services Management Support Services staff receives work order, responds and closes work order. Information Systems Resources Reports to Administration and Department Heads - EC Quality Assurance Telecommunications Direct Communication Improved Response Times Improved Response Time Produces Satisfaction Resource allocation Improves Efficiency No Duplicate Requests Increases Productivity Graph Trends Pinpoints Cost Reduction Benefits for the TEAM We all had a Shared Vision We had Clear specific goals Alignment –”We’re on the same page” Goals Targets and Benchmarks Resources Accountability – Everyone! Outcome Measurement Baseline. Press Ganey, Internal Surveys Outcomes (defined and measured) Processes (defined and measured) Process and Methodologies In 2008 the Hospital elected to have TJC come on site and complete the Orginizations “PPR” During the PPR review the Team Administrator requested to see an EOC PI project.. We invited TJC surveyor to see the Resource Center We gave them the 25cent tour and they where impressed In the TJC PPR report they recommend the Hospital should submit the Resource Center as an performance improvement project and apply for the “Earnest Codman Award”. Questions ?