Delnour Community Hospital
HeartMath Programs Deliver Results

"HeartMath has given us tools to make the difference between required courtesy and genuine care....We have achieved our benchmarks in excellence in patient satisfaction and employee satisfaction. I believe without HeartMath, we could not have reached our potential." - Tom Wright, Chief Operating Officer

Diane Ball, R.N., had just about reached her breaking point. "I was at a point where I was starting to second-guess my nursing career and position," she says. "Familiar reasons like burnout, information overload, changes in technology, time pressures and family issues were starting to take their toll."

It was then while attending a health care conference, that Ball was introduced to HeartMath LLC of Boulder Creek, California and their tools and technology to enhance and sustain high performance. "At the time, I was looking for a way to help my cardiac rehab patients deal with stress better," says Ball. "What I realized is that I desperately needed the tools myself."

Initially, Delnor executives attended the HearthMath programs. They were so impressed with the experience that soon after they offered it to the entire leadership group of the hospital. The program was so effective for the leadership group that the hospital began offering it free to the entire employee work force, board members and physicians. And it couldn’t have happened at a better time.

"About two years ago, we set a goal at Delnor-Community to become a national leader in patient satisfaction, as well as the first choice for health care delivery in our primary market," says Chief Operating Officer Tom Wright. The hospital also is striving to be Employer of Choice in the area.

"We realized that leadership development is a key component for the success of these goals," adds Wright. "The HeartMath programs have enabled our leaders to sustain peak performance, to manage more efficiently in a changing environment, and to maintain a work/life balance. For our staff, it has made the difference between required courtesy and genuine care."

Results
To date over 40 percent of the work force has attended the workshops with remarkable results, including:
  • Improved employee turnover – Fiscal Year (FY) 1999 – 28%, FY 2000 – 26.9%, FY 2001 – 20.9%;

  • For those attending the workshop, turnover is 5.9%;

  • Improved customer satisfaction from the 73rd percentile (1st quarter 2000) to a strong and climbing 93rd percentile (3rd quarter 2001) based on the Parkside Survey national database;

  • Ranked #1 in employee satisfaction based on Sperduto and Associates national database of over 300 health care organizations.

Results from Delnor demonstrate an impressive return on investment (ROI). These cost savings were realized while significantly reducing nurse turnover, improving patient experience and decreasing patient length of stay (LOS). In one year, Delnor saved $800,000 in reducing turnover and $1.4 million in decreasing LOS. The most compelling aspect of this data is that the ROI is being achieved by offering programs that support all sectors of the health care system, including administration, staff, patients and community.

The tools have made a big difference in the life of many Delnor employees, including Gary Blum, Building Engineer for the Delnor Health & Wellness Center. "The tools have helped me to transition better from work to home," he says. "I take five to ten minutes when I first get home to use the tools to help myself refocus and start my evening fresh." For migraine sufferer, Hasi Smith, Team Leader of Information Systems, HeartMath meant the end of debilitating headaches. "I use the HeartMath techniques that I learned a year ago almost daily," she says. "It has helped reduce my stress level. I had experienced migraine headaches on a regular basis for over five years for which I took Imitrex. I no longer have a prescription for Imitrex and I feel healthier and more energized. I know that my family appreciates that I can 'be there' when I come home."

Because of Delnor’s successes, HeartMath LLC has contracted with Delnor-Community Hospital to deliver the HeartMath tools to the public and other organizations. "We offer two workshops," says Ball. "Power to Change Performance for business and industry, and Freeze-Frame® for the general public."

Joan Stephens, RN, works alongside Ball to deliver the tools to groups. "After learning the HeartMath tools, I quickly began to see amazing changes in my responses to others. It affected my decision-making, prioritizing and ability to have fun at work."

Christine Carlson, Physical Therapy Technician, had a very similar result. "If I can remove myself from a difficult situation and do a Lock-in, I can return with a more positive outlook on the situation. I am able to enjoy things so much more."

According to Ball, HeartMath is not about eliminating stress. Rather it is about increasing the ratios of balance and self-care, and having more poise in the midst of stress. "These techniques have helped me realize I am more effective on the job when I am balanced," she says. "They have made a big difference in my own self-awareness. I am now feeling more resilient, adaptable and healthier to face the ongoing challenges I face in a workday and at home."

The latest phase of the programming is Delnor-Community being highlighted as a model for other facilities. "We are presently hosting site visits from the Royal Ottawa Medical Center, Canada," notes Ball. "They are in the process of bringing the HeartMath tools to their facility and needed a model on how to roll it out. We are extremely excited about their visit and honored to represent HeartMath."



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IQM, Inner Quality Management, Freeze-Frame and Freeze-Framer are registered trademarks of the Institute of HeartMath. Innovative Edge, Inc., is a certified and licensed HeartMath facilitator.