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Miami Valley Hospital executives’ rounds pay off with higher approval scores

All managers are required to spend four hours a week visiting staff, patients.

Nurse Kristen Paulick (left) was recognized for her work with patients by Miami Valley Hospital's chief operating officer Bobbie Gerhart (center) and president and CEO Mary Boosalis (right).

Staff photo by Ty Greenlees Nurse Kristen Paulick (left) was recognized for her work with patients by Miami Valley Hospital's chief operating officer Bobbie Gerhart (center) and president and CEO Mary Boosalis (right).

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After analyzing the results of an employee survey, executives, department heads and directors at Miami Valley Hospital started devoting four hours per week to making rounds and getting in touch with hospital workers to increase employee communication. Nurse Sean O'Neill, right, was recognized for his work with pulmonary patients by Miami Valley Hospital president and CEO Mary Boosalis, left, customer relations' Anne McDevitt and chief operating officer Bobbie Gerhart.

Staff photo by Ty Greenlees After analyzing the results of an employee survey, executives, department heads and directors at Miami Valley Hospital started devoting four hours per week to making rounds and getting in touch with hospital workers to increase employee communication. Nurse Sean O'Neill, right, was recognized for his work with pulmonary patients by Miami Valley Hospital president and CEO Mary Boosalis, left, customer relations' Anne McDevitt and chief operating officer Bobbie Gerhart.

ENLARGE PHOTO

Staff photo by Ty Greenlees After analyzing the results of an employee survey, executives, department heads and directors at Miami Valley Hospital started devoting four hours per week to making rounds and getting in touch with hospital workers to increase employee communication. Respiratory therapist Rick Matin is greeted by MVH chief operating officer Bobbie Gerhart (left) and president and CEO Mary Boosalis during employee recognition rounds.

ENLARGE PHOTO

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By Marc Katz, Staff Writer Updated 2:35 AM Saturday, September 19, 2009

On her way from one Miami Valley Hospital department to another, COO Bobbie Gerhart walked into a waiting room to see if she could be of any assistance to a patient.

“She said the last time she was here, someone came over and spoke with her,” Gerhart said. “She even remembered the person’s name. She thinks every time she’s in here, somebody comes and does (satisfaction) rounds with her.”

It may seem that way since about two years ago Gerhart instituted on the executive side what doctors have done for ages. It’s called rounding — a way of finding out what’s going on in the institution — and the passionate Gerhart has made it an art form at MVH.

On the patient and other visitors’ side, MVH found out about exemplary employees as well as dirty restrooms and torn carpets.

Other area hospitals and businesses have similar management/employee encounters, but with about 6,700 employees just at the main downtown MVH building, Gerhart felt her hospital was not doing enough.

Gerhart convinced MVH president and CEO Mary Boosalis both they and every other management person in the hospital had to become involved.

When time was raised as an issue, Gerhart insisted four hours of every management person’s week be given over to rounding, which routinely takes place for two hours every Wednesday morning and two hours every Thursday afternoon. Other rounding times are set for night shifts and weekends.

Gerhart said barriers have cracked. In subsequent surveys, hospital approval scores have gone up, and when a full-scale survey is held again this fall, Gerhart hopes to see ratings even higher.

She already knows she has made progress with the Berry Family Health Center, which is connected to the main MVH buildings by a walkway, but appears to be a separate building.

The staff at Berry almost considered itself separate as well.

“Last November, I came over here and not a person said hello in the Berry Center,” Gerhart said. “They never connected with the administration. This is on our campus, but it’s really a hospital within a hospital.”

Anne Nisonger, a nurse manager in labor and delivery at Berry, is in full smile when she says, “Employees always felt a connection, but our staff felt separate from the rest of the hospital. We were isolated from the administration. Now, they’re connecting more on a personal touch.”

Contact this reporter at (937) 225-2157 or mkatz@DaytonDailyNews.com.

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