AGENCY NAME: FORT BELVOIR COMMUNITY HOSPITAL

• Unfilled shifts, due to shortages of qualified personnel or late/absent personnel
• Visit times were steadily increasing beyond an acceptable level
• Patient complaints had also increased beyond an acceptable level.
• In addition, the Department Chief was deployed overseas and this void in leadership further exacerbated the problems

Wisestaff was able to quickly identify and analyze four specific issues which were a serious impairment to this facility’s mission of providing world-class emergency care to its patient base.  We developed and implemented a plan for a synchronized correction of deficiencies; our plan was to correct each deficiency simultaneously to create a fully functional “assembly line” to restoring full service. We implemented new processes and procedures, new standards for supervision, quality, and accountability, addressed sourcing, recruitment, evaluation, and training issues; and re-engineered the credentialing and scheduling processes to streamline employee onboarding and ensure a smooth scheduling process going forward.

 

Within weeks of implementation;

• Target recruitment goals were reached and Wisestaff was able to meet the QASP requirement of a 99% fill rate.
• Patients were being seen in a timely manner, and rescheduling for lack of personnel was reduced.
• The number of patient complaints fell, as well as the number of customer quality deficiencies.
• Provider satisfaction greatly improved, and turnover was eliminated for the remainder of the contract.

 

Wisestaff’s previous performance in providing quality manpower and in resolving operational issues within this facility serves as the benchmark for measuring quality performance. All of the providers with the previous contractor signed on with Wisestaff and we successfully recruited and credentialed an additional 15+ providers for increased coverage.  The nature of the contract (weekends, nights and holidays) required that we continually recruit providers in order to get all of the weekend shifts covered.  There were increased number of shifts at the new facility that opened September 2011, when the former DeWitt Army Community Hospital moved into new, expanded, state of the art facilities and the name was changed to Fort Belvoir Community Hospital.

 

Wisestaff’s performance on this contract reflects our ability to quickly meet the supply and demand of clients who have niche, hard-to-fill, and high-volume positions. It also reflects our experience and expertise in the utilization of Program Management tools such as PDCA (Plan-Do-Check-Act), an iterative four-step management method for controlling and continuously improving processes and products, for identifying and resolving operational issues.   This process is now the cornerstone for all Wisestaff Quality Control Plans.