Friday, February 08, 2013 - Broward Health 2013 Quality Expo Highlights Improvements in Process, Customer Service
Fort Lauderdale, Fla. – Teams from across Broward Health came together to tout their dedicated efforts to problem solving, improving hospital processes and cost reduction at the 2013 Quality Expo at the Signature Grand in February.

“Congratulations to all the winners,” said Frank Nask, CEO of Broward Health. “All of the participants should be commended for their consistent focus and dedication to constant improvement and providing high quality healthcare to the residents of Broward County.”
A panel of judges from Broward Health and the community reviewed the presentations and named winners in the storyboard and showcase categories.  The judges included North Broward Hospital District Board Chairman Joel Gustafson, Broward Health Chief Medical Officer Georges Boutin, Junior Achievement President Melissa Aiello, cancer survivor Lainie Jones and Sun Sentinel columnist Michael Mayo. 

The event was held in conjunction with the annual Leadership Symposium, which allows for the  Broward Health leadership teams to gather and share best practices. Teams from each region demonstrated how they use specific principles and techniques to contribute to Broward Health’s mission to achieve performance excellence and meet the vision of becoming a world-class healthcare system.  

The competition’s focus was to educate staff and leadership on the process improvement initiatives that have occurred throughout the Broward Health system over the past year.  Attendees from each region learned about system enhancements and ways to improve product lines and customer service capabilities.

“This was a great opportunity to see the different professionals from the hospitals within Broward Health come together and show how they are trying to improve how they operate to meet the needs of patients,” said Aiello.  

Team participation in this event helps reward and recognizes team members for their outstanding efforts and contributions.  Typically, team projects fall into one of two categories: Problem-Solving Project or Improvement/Innovation Project.
Over the past year, Broward Health North’s (BHN) winning team in the presentation category worked to enhance doctor communication with patients.  The team illustrated how they worked to improve HCAHPS composite scores from nine percent to 67 percent.  

The winning storyboard team, also from BHN, showed how an evidence-based leadership framework helped the hospital move from an employee satisfaction rating of 27 percent in 2009 to today’s 98 percent. The hospital, which was below system and state benchmarks in customer satisfaction, now exceeds them.  

The showcase winners were:
First Place – Broward Health North - ‘Doctor Communication – Riding the Wave of Success’
Second Place – Broward Health Coral Springs ‘I’ll Be There for You! Nurse Mentoring Program Improves Retention’
Third Place – Broward Health Imperial Point - ‘CSI: Operational Efficiency’
The storyboard winners were:
First Place – Broward Health North – ‘Raising the Bar at Broward Health North – Changing the Culture’
Second Place – Broward Health North - ‘How We Became the Chemotherapy Turnaround Champs’
Third Place – Broward Health Imperial Point - ‘Medication Education’

Broward Health, providing service for more than 70 years, is a nationally recognized system offering world class healthcare services to our neighbors in South Florida. Broward Health includes Broward Health Medical Center, Broward Health North, Broward Health Imperial Point, Broward Health Coral Springs, Chris Evert Children’s Hospital, Broward Health Weston, Broward Health Community Health Services, Broward Health Physician Group and Broward Health Foundation. For more information, visit