Sodexo Healthcare. Prestige Hospital Solutions. Safe, Caring, Effective Partners

Transcription

1 Sodexo Healthcare Prestige Hospital Solutions Safe, Caring, Effective Partners HEALTHCARE 1

2 about sodexo Since it was founded in 1966, Sodexo Healthcare has served our clients by: n Creating safe, productive environments n Helping people live healthy lifestyles n Contributing to the economic, social and environmental development of the communities in which we work. We are the world s leading provider of quality of life services: our breadth of experience and geographic reach help millions of people every day. about you n Your position in your healthcare economy is unique. n Patients come to you because of your reputation. Beyond clinical outcomes, they come to you because they believe you re the best and trust you to deliver for them, personally. n Physicians and other clinicians choose to come and work with you because of your standing, because you re innovative, and because the environment allows them to do their best work. n Other healthcare providers aspire to be like you within the US, but internationally too they look to you, they admire you and they want to learn from you, some of them want to be you. We have a deep understanding of the healthcare economies we work within. Our global scale and experience gives us unparalleled access to international best practice. 420,000 the world s operating in th 80 32,700 employees largest employer countries sites billion annual global revenues Delivering services each day to 75 million people n You educate the next generation of clinicians. Your research is groundbreaking. You innovate in a meaningful way. n Regulators look to you to for thought leadership, for new models of care they need you to help them figure out what comes next. 2 3

3 With everything you are comes great responsibility above all the duty to make sure that you fulfill the promises that you make with your brand. To patients, to families, to clinicians, to students, to educators. And of course you ve got to balance the books too ensuring sustainability in a rapidly evolving market where patients make choices about who they see and where they go anticipating a hotellike experience when they do. Where medical technology advances at an ever increasing rate. Where you support new and different interventions and changing models of care. All in an environment where regulators and payers move boundaries, change the rules and insist on value. It goes without saying that with all of our experience in hospitals and elsewhere, we can design a bespoke five star patient experience with you. This is a challenging industry to operate in and it s not going to get any easier. We re here to help. For Patients Helping you create the right ambience and feel to support your brand promise. Great food, easily ordered and quickly delivered. High levels of cleanliness, supporting a healing environment. Polite and well-trained patient transporters ensuring every journey is as good as it can be. Contact centers with well-trained operators who can get things done. All supported by real-time tracking collection, collation, analytics providing actionable data to make sure you don t fall short, for any patient. This is all about customer service training and coaching staff, of course, but fundamentally empowering them to do the right thing for the patient. Delivering service that makes a difference to their time with you. Do this, and your patients will endorse and promote your brand when they leave. For Clinicians Dietitian guided and supported food programs designed around the needs of individual patient cohorts safe, evidence based and flexible. Environmental Services programs which integrate with your infection control teams bringing insight and experience to fight the rise of MDROs and HAIs. Medical equipment programs which ensure the right equipment is available at the right time from an infuser to a CT. 4 5

4 For Hospitals It goes without saying that with all of our experience, in hospitals and elsewhere, we can design a five star patient experience solution for you and with you. But hospitals aren t hotels, so solutions have to be pragmatic, workable. And its got to be done in a cost-effective, transparent, consistent way where we share our experience, bring data and analytics to explain our recommendations, but then work with you - because you understand your patients best. To do this there are two things we focus on the right leadership locally, for you; and systems, processes and support mechanisms which enable these leaders to access the wealth of knowledge and experience we have. Leveraging our global presence, bringing it to your door, adapting it to your needs. These leaders have to be agile, have to understand your patient needs, have to understand your economic realities, and have to know where you re headed. Our ambition? Put solutions on the table before you know you ve got a challenge. Our ambition? Put solutions on the table before you know you ve got a challenge. A trusted strategic partner In partnership with healthcare providers, we ve designed, built, operated (non-clinically), and even financed hospitals. We ve been on the frontline of healthcare delivery for thirty years, managing and delivering a wide range of services to help providers do what they do better, at lower cost. We re very clear about our role improving quality of life for everybody involved in healthcare provision. This means we work closely with our hospital partners to figure out how, when, and where we add value so each solution we come up with is bespoke but underpinned by experience in thousands of hospitals in dozens of countries. Of course we can tell you what we think works, and why and give you the evidence base to support it. But it s more than that. It s about insight and understanding, and using it to drive both design and execution, all focused on the outcomes that matter to you clinical, operational, and financial. Here are a few examples: n Designing retail solutions around the needs of all consumers from outpatients to physicians. By using our consumer insight tools, we can not only design the right mix of outlets and the right pricing, our predictive tools ensure we can regularly review performance and implement changes which meet the evolving needs of different consumers. The outcome? High satisfaction, growing revenue, income guarantees. We re very clear about our role improving quality of life for everybody involved in healthcare provision. n Our patient dining programs, supported by technology and contact centers ensure we deliver the right food on demand, with the added dimension that it s dietetically led and monitored. The outcome? Patient satisfaction, but clinical safety and compliance too. 6 7

5 n Designing an Environmental Infection Prevention program seamlessly integrated with your clinical infection control team around the specific challenges you see in the populations you serve. In a way patients score well. The outcome? Clear accountability, Reduced HAC penalties, Improved HCAHP scores. From ward to board, we aim for alignment, transparency, and accountability. n Maintaining and servicing imaging equipment outside normal working hours. Supported by a plethora of tools from diagnostics through to failure analysis we can help you plan upgrades or replacement thoroughly in a completely OEM agnostic way. The outcome? Higher patient throughput, lower overall cost of ownership. n Delivering nutrition-focused Health & Wellness programs on a risk stratified basis for patients, for staff, and through external partnerships for communities as well. The outcome? Reduced population risk, healthier staff. 8 9

6 n Ensuring your physical infrastructure is to the standard you need, that supports the image you need to portray. Our engineering solutions ensure the right look and feel, regulatory compliance, and board assurance, but also availability of resources. The outcome? ORs, cath labs, imaging suites are there and working when you need them to be. n We ve developed, and can now implement a unique combination of biomedical device management and infection prevention. Our solution is partly focused on ensuring visibility and management of all of your mobile medical devices, but also on delivering proper decontamination, reducing the risk of cross infection. The outcome? Managing resources better, whilst also improving patient safety. n We ve also been developing, piloting, and implementing a range of contact center solutions. These centers act as the hub from patient meals, to transport, to engineering requests. Of course we deliver a caller-friendly solution, but we can cover all of the facilities you have from the acute hospital to the remote imaging center or primary care facility irrespective of who is actually operating the facility or service concerned. The same infrastructure can handle pre-admission and post-discharge calls to patients, using your protocols. The outcome? Complete visibility of activities and costs for you, patients who feel valued and engaged with your brand. Our consulting led, listening approach will help you get what you need. n With significant changes to reimbursement models, providers are increasingly taking on challenges for patients post-discharge. By integrating services between our contact center and homecare operations, we re now designing services which will enable providers to mitigate the risks associated with 30-day readmission, and at the same time ensure that patients are as happy about their post-treatment experience as they are about their in-patient time. The outcomes we re planning for are about ensuring that the brand promise for major providers is fulfilled as well post discharge as it is during in-patient episodes. And yes, we plan to share risk with you. n We have piloted, and are now rolling out a real time patient experience management tool. Using traditional rounding techniques, and integrating them with the latest data collection and analytics tools, we can help you manage your patient experience in real time so rather than waiting 30, 60, 90, or even 365 days, you can get actionable data today. The outcome? An opportunity to manage those situations proactively where patient experience fell below the promise you ve made. And predictable HCAHP scores. So whether you want point solutions to address specific challenges, or whether you want integrated solutions focused on specific outcomes, our consulting led, listening approach will help you get what you need in a way that s bespoke to you. Each solution we come up with is bespoke but underpinned by experience in thousands of hospitals in dozens of countries. n We ve designed a series of integrated programs to ensure the same level of governance and oversight traditionally focused on hospitals is also provided in ambulatory settings. Our services cover everything from infrastructure management through to medical equipment. All supported by a contact center solution. The outcomes? Better control through better visibility leading to lower costs and a patient experience consistent with what you d expect in a major hospital 10 11

7 How we do it We focus on three key questions: Is it Safe? Is it Caring? Is it Effective? These mean a myriad of things to different audiences, but by having a leadership team in your business whose performance measures are absolutely orientated around these indicators, we think we can make a real difference every day. Each of these indicators links directly to the performance measures you will use as a healthcare provider and we adapt the details of our measurement to you evolving it over time to ensure it s aligned with your operational and strategic priorities. We understand that outsourcing isn t always the most popular word when you re operating a large and prestigious brand. Our on-site leadership teams are carefully selected to have a wide range of experience, bringing both healthcare knowledge, and relevant skills from other sectors. They re great leaders, but they also know how to access the best of Sodexo whether from the US, or any of the other 38 countries and 2,500 hospitals where we support healthcare providers. Our ambition is to bring to you skills, competencies and experience you don t always have to hand: our leaders tend to be experts in one field or another, but they always have organizational knowledge and experience sitting behind them easy to access, easy to understand, easy to leverage. We understand that outsourcing isn t always the most popular word when you re operating a large and prestigious brand. We understand you want to look after your teams, ensuring you can recruit, train and retain the best talent so our models take this into account: we re agnostic about models, but passionate about outcomes and our commercial approach reflects this: from traditional contracting, through risk-based gain share models, through corporate joint ventures. Whatever works for you, works for us

8 At the end of the day, we work with you, to design a bespoke solution, using the scale and scope of our experience to do that. We understand that the balance between cost and quality is tough. We understand that this is a fast-moving industry that s only going to move faster. We understand that patients and payers are demanding. We also understand that turning insight and understanding into consistently delivered solutions is the real key. So that s what we do. Every day, every week, every month. Sodexo Safe, Caring, Effective Partners At the end of the day, we work with you, to design a bespoke solution, using the scale and scope of our experience to do that. 78,000 healthcare employees 4 more than 39 billion euros in revenue ,300 countries hospitals Debbie White CEO Sodexo Global Healthcare Aster Angagaw CEO Prestige and Specialty Healthcare North America Our clients look to us now more than ever before to help them achieve sustainable health outcomes through the delivery of services that impact quality of life for their patients and their payors

9 Sodexo Holdings Limited Registered in England under number Printed on paper that is 100% recycled 4006