West Henderson Hospital CEO Chris Loftus: Ending the "Best Healthcare Is the Airport" Narrative

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Thanks,

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Chris.

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Yeah.

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For coming on.

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I appreciate it.

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My pleasure.

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Thanks so much for having me.

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I have a bunch of questions for you.

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There's a great story about how this happened,

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by the way,

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which is wild.

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My first question is,

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are you and your wife considering a class action lawsuit against Hobby Lobby or Michaels because you're so attractive and you're not in any of their picture frames at all?

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No lawsuits that we're planning at any point.

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That's a travesty.

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I think that we need to talk to there's a law firm out there that wants to do some pro bono work.

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It's the easiest money you're going to make because,

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I mean,

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look at the guy.

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He's a stud.

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I guess first we could talk about how this happened.

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Just full disclosure so people know.

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Let's do it.

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Because if you would have said to me when I started this three years ago,

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oh,

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you're going to have the CEO of a hospital.

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I'm like,

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no.

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What?

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Because healthcare here,

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we know,

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does not have a great reputation.

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Except for West Henderson Hospital.

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My opinion,

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not yours.

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Full disclosure,

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y'all.

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I'm saying this.

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St.

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Rose can suck it.

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This place is five star.

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West Henderson's amazing.

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I was here for some stuff a month and a half ago.

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Was in the ER.

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And we came because Jen,

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who's a charge nurse here,

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was friends with my wife.

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Was here for two days and was blown away by the staff.

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Was blown away by how much people care.

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And

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I've always told people I've worked with,

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if you're not happy or if you see someone's not happy,

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look up.

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And so automatically it goes on to you of setting the standard here.

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And my last day I'm here,

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in comes Jessica Hensler,

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your COO.

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And I said,

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hi,

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are you going to give me the bill?

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And she was like,

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no,

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actually,

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I'm just making rounds.

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We try to talk to everybody before they leave.

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How did we do?

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Yeah.

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Do you feel heard?

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Do you feel like we answered everything and we did our best to help you out with what you're going through?

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And I was like,

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are you fucking kidding me right now?

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Like what's going on?

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And it was sincere.

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Absolutely.

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And that's why we're here now.

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And then we got in contact and just now it's like we've become great friends.

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Before I get into my questions,

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what is it inside of you that gets you up in the morning to be like?

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I want to make this place the best it can be in terms of West Henderson Hospital.

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Yeah,

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I mean,

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for me,

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right,

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we have a lot of pride.

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We're Henderson residents.

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We live right here.

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I want to be able to know that when I come into this facility,

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if your family comes in,

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if some of my friends,

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if some of my employees'

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families are coming in,

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that they're going to get the absolute best possible care.

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And I want those employees to be able to walk out in the community and say,

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yeah,

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I work there.

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I stand for excellence because that facility stands for excellence.

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And it means the world to me for people like you to be able to come into the facility and say,

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you know what?

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All those little things matter.

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All those little things when I'm having potentially the worst day of my life.

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This means so much to me to be able to have someone smile at me,

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to someone to come in and show compassion and really say,

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I'm not here to talk about a bill.

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I'm not here to talk about anything else other than have we exceeded your expectations?

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And if not.

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They will be exceeded before you leave this facility because you're our community member,

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you're our neighbor,

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and I want you getting the same level of respect and same level of care that my family would get when they come into the facility.

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So that really motivates me.

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I want my team to be proud of where they work.

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My biggest fear on any given day is somebody wakes up and goes,

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oh,

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man,

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I do not want to work there.

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I don't want to report to that person.

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I don't want to work with those teammates who don't care.

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And we place so much emphasis and so much pride on making sure we take care of each other as a family and as a team so that people enjoy coming to work.

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They know they got a lot of people that have their back so they can go take care and have the back of our community.

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So it's that's what really motivates me.

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Which is absolutely unheard of in Southern Nevada.

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Sorry.

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Again,

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I you can't say it.

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or,

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you know,

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if you can,

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you will,

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but I'm saying this is just me.

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I'm not,

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I'm holding harmless all of West Henderson hospital,

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Valley health system,

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their licensees,

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affiliates,

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and,

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and anyone else affiliated with them.

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But it's like,

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if you live here long enough,

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you know,

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that the two biggest challenges in

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Las Vegas and in Southern Nevada are education and healthcare at every level,

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at every level.

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And so this facility is like,

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Just it's like the Powerball lotto ticket.

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And when it's everybody again,

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I know it from personal experience.

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My wife has been here.

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My son has been here.

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I've seen it several times.

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It's not just a one-off thing.

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Right.

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Chris.

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And that it's everybody from the doctor making rounds to the person coming into your room to change your garbage.

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All the techs,

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all the nurses,

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all the assistants,

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everybody gives a shit.

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Everybody.

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How often are you or is the culture here reinforcing that we care policy?

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But sincere,

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not fake,

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like you're going to McDonald's and they upsell you to bigger fries.

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This is like,

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no,

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we're sorry that you have to be here.

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But if you have to be here,

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we're going to give you the best experience possible and exhaust.

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every bit of our resources to make that happen.

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Yeah.

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I mean,

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our leaders will tell you,

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I mean,

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it is incessant how much we talk about this.

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So,

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um,

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you get one chance to open a hospital,

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right?

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You,

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you don't get to get six months in and go,

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now we should fix some things.

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Now we should sort of change,

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what we're all about.

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Um,

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I've,

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I've spent my entire life on teams.

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I've spent countless hours on great teams on teams that

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I've had some dysfunction on them,

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whether it's through sports or other career things.

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And you take a lot of lessons learned from that.

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And I am a very,

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very,

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very big believer in making sure that you build your foundation off of your core value.

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Now,

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we don't just go out onto an AI platform and say,

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hey,

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give me some core values that I should think about that I can just put up on a wall and say,

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yeah,

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that's what we follow.

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We live and breathe these every single day.

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Now.

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Our five core values are teamwork,

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integrity,

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compassion,

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excellence,

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and respect.

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It's the acronym TICER.

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And my team will tell you,

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I talk about these incessantly.

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It's not just something that I say.

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It's not just something that we reference every once in a while.

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Every day in our safety huddle,

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we're talking about these.

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And our philosophy is you can't be good at three and excellent at two.

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You can't be phenomenal at four of them and not so great at one.

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In order to get to be on the team here,

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you must be absolutely phenomenal at all five of them.

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And we hold people accountable to them.

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Our medical executive committee sat down and embraced these as well.

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Every physician on that medical executive committee put their face,

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a photo,

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and signed it saying,

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not only will we hold ourselves accountable to these,

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every new physician that comes on to staff,

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you

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You will be getting this one pager with our photos,

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with our signatures telling you we will hold you accountable to these things.

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It makes conversation so much easier because people want to be a part of an organization that they feel proud to work in.

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And when we hold high standards like that,

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our belief is

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A players will want to work with A players.

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You want to be on the same team with people who elevate you to the next level.

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I don't want to be on a team with someone who says,

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I love that your standards are that high,

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but mine aren't quite as high.

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Can you meet me halfway?

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No,

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because you're not going to make me better.

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I'm not going to make you better.

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And then ultimately that translate into poor patient care.

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And that's not what we're about here.

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So we talk about it nonstop.

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Like it is at least three or four times a week where,

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hey,

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great teamwork.

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Hey,

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I love the integrity that you showed by doing X,

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Y,

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and Z.

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The respect that you've shown your teammate with how you behave,

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the body language that you show,

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the way that you showed eye contact when they're talking to you,

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the way that you've truly listened to them and given them your full attention.

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And when you reinforce those over and over and over,

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people understand,

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oh,

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that's the expectation.

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And then those A players come in and go,

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I kind of like being around that.

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I really like getting that same level of care from my teammates.

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that I can give to the community.

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So it's a,

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it's a massive part of what we talk.

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Positivity is one of the greatest,

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like just conductors of growth.

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Absolutely.

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Right.

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And there's so much crap in the world.

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You can go online or watch TV and it's like,

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Oh,

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we're bombing who,

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who's hating on who right now.

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And,

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and,

273
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and so it's to have a place that you're getting paid to go to what you're getting paid to be here and to actually be positive.

274
00:09:14.537 --> 00:09:14.737
Right.

275
00:09:15.157 --> 00:09:21.621
And to be proactive in terms of wanting to help and serve is bananas.

276
00:09:22.061 --> 00:09:22.621
It's everything.

277
00:09:22.622 --> 00:09:22.842
To me,

278
00:09:23.042 --> 00:09:23.922
it's absolutely bananas.

279
00:09:23.962 --> 00:09:25.063
So you're a

280
00:09:25.723 --> 00:09:28.985
150-bed facility today with a master plan to expand to 450.

281
00:09:29.305 --> 00:09:29.506
Right.

282
00:09:30.086 --> 00:09:33.368
Walk me through what that growth looks like over the next several years.

283
00:09:33.988 --> 00:09:34.108
Yeah,

284
00:09:34.188 --> 00:09:35.949
so when you open a hospital,

285
00:09:35.969 --> 00:09:38.531
you don't just want to build endless amounts of beds,

286
00:09:38.532 --> 00:09:39.932
and then they just sit there for years,

287
00:09:39.992 --> 00:09:40.212
right?

288
00:09:40.213 --> 00:09:40.932
So we're very,

289
00:09:41.032 --> 00:09:41.933
very strategic.

290
00:09:42.433 --> 00:09:43.754
We're part of the Valley Health System,

291
00:09:43.914 --> 00:09:45.876
seven hospitals here within Las Vegas.

292
00:09:46.737 --> 00:09:47.657
We're pretty good at it.

293
00:09:47.697 --> 00:09:51.961
We're pretty good at knowing where the market needs some additional help.

294
00:09:52.558 --> 00:09:56.521
And how do we build the facility to not only have the right service lines,

295
00:09:56.522 --> 00:09:58.463
but the right size for the facility?

296
00:09:58.523 --> 00:10:02.947
So we'd rather start at 150 beds and then have a plan to be able to build up.

297
00:10:03.247 --> 00:10:05.889
The nice thing is I have the full blueprints.

298
00:10:05.949 --> 00:10:08.271
I know exactly what 450 beds looks like.

299
00:10:08.511 --> 00:10:09.712
We've designed the facility.

300
00:10:09.752 --> 00:10:10.913
We know how it expands,

301
00:10:10.953 --> 00:10:11.734
where it expands.

302
00:10:12.074 --> 00:10:21.082
There's lots of shell space around the facility so that we can say no one gets to steal the space next to pharmacy because it's dedicated for pharmacy expansion.

303
00:10:21.606 --> 00:10:26.510
When we go to 450 beds and that's throughout the entire facility of dedicated shelf space,

304
00:10:26.930 --> 00:10:28.232
how we expand into that.

305
00:10:28.312 --> 00:10:28.432
So,

306
00:10:29.773 --> 00:10:30.013
you know,

307
00:10:30.253 --> 00:10:34.377
there's no exact timeframe on here's when we're going to expand.

308
00:10:34.457 --> 00:10:39.581
It's sort of how do we grow with the community as a community utilizes the facility.

309
00:10:40.161 --> 00:10:44.825
But we don't want to be behind the eight ball when the community starts,

310
00:10:45.266 --> 00:10:45.546
you know,

311
00:10:45.806 --> 00:10:49.629
embracing the facility even more and we start growing rapidly.

312
00:10:49.769 --> 00:10:50.330
we don't want to go

313
00:10:50.814 --> 00:10:51.274
You know what?

314
00:10:51.694 --> 00:10:56.136
Now I've got to wait a year to get with an architect to get a whole design done,

315
00:10:56.476 --> 00:10:58.816
then start the construction and the permitting process.

316
00:10:58.916 --> 00:10:59.036
No,

317
00:10:59.116 --> 00:11:00.417
we know where everything's going.

318
00:11:00.717 --> 00:11:03.818
We're ready to go with the master plan of how we expand.

319
00:11:04.278 --> 00:11:06.198
So right now we already have two towers.

320
00:11:06.298 --> 00:11:08.659
You got a seven story tower and a five story tower,

321
00:11:09.059 --> 00:11:10.240
a whole seven story tower.

322
00:11:10.300 --> 00:11:12.560
That's 150 beds already built out.

323
00:11:13.180 --> 00:11:16.181
The five story tower is shelled on floors three,

324
00:11:16.241 --> 00:11:16.421
four,

325
00:11:16.441 --> 00:11:16.881
and five.

326
00:11:17.322 --> 00:11:18.562
But when we need that.

327
00:11:18.786 --> 00:11:19.647
We're already shelled out.

328
00:11:19.667 --> 00:11:20.167
We're ready to go.

329
00:11:20.367 --> 00:11:22.788
All we have to do is just build out the interior of the unit.

330
00:11:23.469 --> 00:11:27.391
When we start to get to the fifth floor and we're going to build that out,

331
00:11:27.431 --> 00:11:29.272
we add on floor six and seven.

332
00:11:29.613 --> 00:11:33.295
So then you've got two seven-story towers that make up 300 beds.

333
00:11:33.735 --> 00:11:34.716
When that gets filled up,

334
00:11:34.816 --> 00:11:37.878
we just tack on another tower onto the other side.

335
00:11:38.138 --> 00:11:39.559
It gives you sort of a T-shape.

336
00:11:39.679 --> 00:11:43.681
And then you've got 450 beds with 150 beds in each one of those towers.

337
00:11:44.562 --> 00:11:44.842
And.

338
00:11:45.290 --> 00:11:47.131
We grow as the community grows.

339
00:11:47.171 --> 00:11:52.172
We look at service lines that are demanded by the community and what's needed within the community.

340
00:11:52.252 --> 00:11:55.073
So really smart design by UHS.

341
00:11:55.233 --> 00:12:00.095
And I think we're poised and in a good position for growth as it develops.

342
00:12:00.515 --> 00:12:00.695
And

343
00:12:01.115 --> 00:12:02.976
Wes Henderson Hospital is a part of Valley Health System.

344
00:12:03.016 --> 00:12:03.336
Absolutely.

345
00:12:03.337 --> 00:12:03.536
Correct?

346
00:12:03.696 --> 00:12:03.816
Yeah.

347
00:12:03.996 --> 00:12:07.657
Can you kind of walk me through for people that don't understand what that relationship looks like?

348
00:12:07.837 --> 00:12:07.977
Yeah,

349
00:12:08.137 --> 00:12:08.578
absolutely.

350
00:12:08.658 --> 00:12:08.778
So,

351
00:12:08.779 --> 00:12:09.838
um,

352
00:12:10.166 --> 00:12:14.268
Valley Health System has six full acute care hospitals.

353
00:12:14.288 --> 00:12:15.669
So that's Centennial Hills,

354
00:12:15.889 --> 00:12:16.349
Summerlin,

355
00:12:16.810 --> 00:12:17.450
Spring Valley,

356
00:12:17.750 --> 00:12:18.110
Valley,

357
00:12:18.611 --> 00:12:19.611
Henderson Hospital,

358
00:12:19.631 --> 00:12:21.052
and then West Henderson Hospital.

359
00:12:21.412 --> 00:12:26.875
We also have a specialty hospital that's under the license of Spring Valley called Valley Health Specialty Hospital.

360
00:12:27.636 --> 00:12:29.097
We do outpatient surgeries there,

361
00:12:29.098 --> 00:12:31.658
but we also have inpatient rehab there.

362
00:12:32.078 --> 00:12:33.839
That's a five-star rated facility.

363
00:12:33.859 --> 00:12:35.200
It's absolutely phenomenal.

364
00:12:35.900 --> 00:12:38.702
That does really good care for patients within our community.

365
00:12:39.106 --> 00:12:44.231
And it's a center of excellence where we can get all of our patients needing inpatient rehab sent to that facility.

366
00:12:45.292 --> 00:12:48.715
We also own two behavioral health facilities here within Las Vegas,

367
00:12:48.795 --> 00:12:49.275
which are

368
00:12:49.616 --> 00:12:51.797
Spring Mountain Treatment Center and Spring Mountain Sahara.

369
00:12:52.338 --> 00:12:56.782
And then included in all of that is also freestanding emergency departments.

370
00:12:56.783 --> 00:12:59.464
So right now we have nine freestanding emergency departments.

371
00:12:59.925 --> 00:13:00.425
As you can tell,

372
00:13:00.426 --> 00:13:01.366
it takes a long time,

373
00:13:01.367 --> 00:13:02.107
a lot of resources,

374
00:13:02.108 --> 00:13:03.568
a lot of money to build a hospital.

375
00:13:03.588 --> 00:13:05.510
So these freestanding emergency departments.

376
00:13:06.246 --> 00:13:14.791
As the city of grown have been phenomenal because it allows us to sort of get our access out into other parts of the city where it doesn't take as long to build,

377
00:13:15.051 --> 00:13:16.232
not as many resources.

378
00:13:16.272 --> 00:13:17.773
We have nine of those throughout the city.

379
00:13:18.753 --> 00:13:22.916
And then part of the Valley Health System we also own out in Pahrump Desert View

380
00:13:23.656 --> 00:13:25.697
Hospital, which is a critical access hospital.

381
00:13:25.757 --> 00:13:29.319
So a lot of access to care within Las Vegas.

382
00:13:29.1000 --> 00:13:33.341
Our parent company is Universal Health Services out of King of Prussia,

383
00:13:33.401 --> 00:13:34.042
Pennsylvania.

384
00:13:34.778 --> 00:13:42.685
We own about 30 acute care hospitals throughout the United States and over about 330 behavioral health hospitals throughout the world.

385
00:13:42.805 --> 00:13:47.969
So the company is very mission driven on extending our reach and really helping people,

386
00:13:48.029 --> 00:13:51.112
whether it's in an acute care setting or a behavioral health setting.

387
00:13:52.293 --> 00:13:52.953
That's wild.

388
00:13:53.073 --> 00:13:53.213
Yeah.

389
00:13:53.534 --> 00:13:55.715
Big company doing a lot of great things.

390
00:13:56.036 --> 00:13:56.776
I know King of Prussia.

391
00:13:57.197 --> 00:13:57.757
Yeah.

392
00:13:57.758 --> 00:13:58.538
The mall up there,

393
00:13:58.539 --> 00:13:59.038
right?

394
00:14:00.860 --> 00:14:03.402
What's the geographic service area for?

395
00:14:03.802 --> 00:14:04.743
West Henderson Hospital.

396
00:14:05.303 --> 00:14:06.444
What is the hospital built for?

397
00:14:07.225 --> 00:14:07.405
Well,

398
00:14:07.505 --> 00:14:07.745
you know,

399
00:14:07.885 --> 00:14:11.007
as the city of Henderson has really grown dramatically,

400
00:14:11.247 --> 00:14:16.131
obviously we're trying to grow with the city and we obviously have our primary service area,

401
00:14:16.191 --> 00:14:18.493
which can range anywhere across the city of Henderson,

402
00:14:18.953 --> 00:14:19.513
across St.

403
00:14:19.834 --> 00:14:20.534
Rose Parkway,

404
00:14:20.574 --> 00:14:21.855
over into Las Vegas,

405
00:14:22.576 --> 00:14:23.716
over into Southern Highlands.

406
00:14:23.776 --> 00:14:24.817
But I can tell you,

407
00:14:24.818 --> 00:14:26.739
we have people coming from all over the place.

408
00:14:27.359 --> 00:14:29.280
We have people coming from all over Las Vegas.

409
00:14:29.300 --> 00:14:31.262
We have people coming from surrounding states.

410
00:14:31.986 --> 00:14:33.407
And that's what we want to be known for.

411
00:14:33.667 --> 00:14:33.787
Now,

412
00:14:34.187 --> 00:14:35.887
I'm not okay with just being known as like,

413
00:14:35.888 --> 00:14:36.027
hey,

414
00:14:36.067 --> 00:14:37.748
we're a good hospital within,

415
00:14:38.008 --> 00:14:38.248
you know,

416
00:14:38.408 --> 00:14:38.868
Henderson.

417
00:14:39.889 --> 00:14:42.229
I want to be known as one of the best hospitals in the country.

418
00:14:42.429 --> 00:14:47.111
And I've got an entire army of people in the hospital who are just as driven to make sure that becomes a reality.

419
00:14:47.191 --> 00:14:49.332
So we're here for everyone.

420
00:14:49.812 --> 00:14:50.152
Obviously,

421
00:14:50.153 --> 00:14:53.373
we don't have every single service line because we're a year and a half old.

422
00:14:53.433 --> 00:14:54.393
But as we said,

423
00:14:54.433 --> 00:14:57.254
we'll grow with the community and see what service lines are needed.

424
00:14:58.572 --> 00:15:00.293
When I was here with Brandy,

425
00:15:00.333 --> 00:15:01.075
with my wife,

426
00:15:01.794 --> 00:15:03.515
and I'm always asking because I'm a data guy,

427
00:15:03.535 --> 00:15:03.736
right?

428
00:15:04.116 --> 00:15:06.698
And so one of the texts that came in that was helping her out and we're talking,

429
00:15:06.700 --> 00:15:06.859
I go,

430
00:15:06.879 --> 00:15:07.859
who are you seeing coming in?

431
00:15:08.360 --> 00:15:09.260
And it was wild.

432
00:15:09.279 --> 00:15:09.601
She said,

433
00:15:09.660 --> 00:15:11.721
we actually have people now coming in from the Strip.

434
00:15:11.981 --> 00:15:12.202
Yes,

435
00:15:12.702 --> 00:15:13.543
absolutely.

436
00:15:13.543 --> 00:15:15.043
And so they're coming from,

437
00:15:15.085 --> 00:15:16.005
which is 20,

438
00:15:16.044 --> 00:15:20.567
25 minutes away with several healthcare choices between there and here,

439
00:15:20.989 --> 00:15:25.491
but they are finding their way here for proper care.

440
00:15:26.312 --> 00:15:26.452
Yeah,

441
00:15:26.452 --> 00:15:26.633
I mean.

442
00:15:27.380 --> 00:15:32.842
I always get baffled by like the fact that people are like surprised by that because one,

443
00:15:32.862 --> 00:15:34.004
I think to your point,

444
00:15:34.183 --> 00:15:34.543
um,

445
00:15:34.703 --> 00:15:35.885
with your experience in AI,

446
00:15:35.944 --> 00:15:39.706
like you're really utilizing that like beyond what I see other people doing,

447
00:15:39.765 --> 00:15:42.067
but you can go out,

448
00:15:42.207 --> 00:15:43.408
you can search online,

449
00:15:44.067 --> 00:15:45.968
tell me about the best hospital experience.

450
00:15:46.168 --> 00:15:46.389
And,

451
00:15:46.808 --> 00:15:47.048
you know,

452
00:15:47.168 --> 00:15:48.409
people are going to look at reviews.

453
00:15:48.469 --> 00:15:50.650
People are going to look at what other people are saying.

454
00:15:50.690 --> 00:15:54.172
We're very proud of over a thousand five-star Google reviews,

455
00:15:54.312 --> 00:15:56.012
4.7 star Google rating.

456
00:15:56.437 --> 00:15:58.779
That's the same as what the Wynn and the Bellagio have.

457
00:15:59.019 --> 00:16:01.982
I would argue we're doing it in a much harder industry.

458
00:16:02.542 --> 00:16:03.022
But I think

459
00:16:03.823 --> 00:16:05.184
You don't have comps here?

460
00:16:05.185 --> 00:16:05.264
No,

461
00:16:05.264 --> 00:16:05.364
no,

462
00:16:05.365 --> 00:16:05.504
no.

463
00:16:05.505 --> 00:16:06.025
Unfortunately,

464
00:16:06.085 --> 00:16:07.446
that's a little bit frowned upon.

465
00:16:07.447 --> 00:16:09.508
Son of a bitch.

466
00:16:09.509 --> 00:16:09.748
All right,

467
00:16:09.788 --> 00:16:09.928
fine.

468
00:16:09.929 --> 00:16:10.849
We'll have to go to King of Prussia.

469
00:16:10.850 --> 00:16:11.469
That's fine.

470
00:16:11.669 --> 00:16:20.016
But I think that I have these conversations with patients all the time who whether they're trying to decide where they're going to have their elective surgery.

471
00:16:20.136 --> 00:16:23.639
And sometimes people want to be closest to what's closest to their home.

472
00:16:24.180 --> 00:16:25.401
And often what I'll say to them is,

473
00:16:25.621 --> 00:16:25.741
hey,

474
00:16:26.629 --> 00:16:28.510
what's your favorite show that you've seen on the strip?

475
00:16:28.510 --> 00:16:30.289
Or what's your favorite restaurant that you have here?

476
00:16:30.290 --> 00:16:30.630
And they're like,

477
00:16:30.990 --> 00:16:31.110
oh,

478
00:16:31.149 --> 00:16:32.611
I love to go to this restaurant.

479
00:16:32.611 --> 00:16:33.591
And I would drive there,

480
00:16:33.691 --> 00:16:33.930
you know,

481
00:16:33.990 --> 00:16:34.231
20,

482
00:16:34.331 --> 00:16:34.930
30 minutes.

483
00:16:34.971 --> 00:16:35.550
And I'd say,

484
00:16:36.591 --> 00:16:37.851
would you drive 20,

485
00:16:37.932 --> 00:16:39.513
30 minutes for your health,

486
00:16:39.712 --> 00:16:40.433
for your safety,

487
00:16:40.553 --> 00:16:42.132
for the care of you or your family?

488
00:16:42.813 --> 00:16:44.353
And I often get this sort of like,

489
00:16:45.293 --> 00:16:47.194
like puzzled look on their face.

490
00:16:47.196 --> 00:16:47.534
So like,

491
00:16:47.654 --> 00:16:47.834
yeah,

492
00:16:48.095 --> 00:16:49.115
why don't I do that?

493
00:16:49.674 --> 00:16:49.934
And so

494
00:16:51.155 --> 00:16:52.076
I think over time,

495
00:16:52.275 --> 00:16:52.596
you know,

496
00:16:52.895 --> 00:16:53.395
people will,

497
00:16:53.555 --> 00:16:55.396
will start to gravitate towards that.

498
00:16:55.557 --> 00:16:55.756
And.

499
00:16:56.293 --> 00:17:00.596
realize if it's not only just the experiences,

500
00:17:00.716 --> 00:17:01.996
how quickly can you get seen,

501
00:17:02.057 --> 00:17:02.276
right?

502
00:17:02.296 --> 00:17:02.416
We,

503
00:17:02.677 --> 00:17:03.658
we laugh and say,

504
00:17:04.579 --> 00:17:04.819
you know,

505
00:17:04.978 --> 00:17:06.880
you could drive 30 minutes to be here,

506
00:17:07.460 --> 00:17:09.022
be seen our door to doctor times,

507
00:17:09.082 --> 00:17:12.103
sometimes less than five minutes where you're going to get in the emergency department,

508
00:17:12.104 --> 00:17:14.885
be seen by a physician.

509
00:17:15.947 --> 00:17:16.707
We'll get you in,

510
00:17:16.846 --> 00:17:17.628
we'll get you seen.

511
00:17:17.807 --> 00:17:22.150
Oftentimes our discharge time for someone who doesn't have to stay here is around 150 minutes.

512
00:17:22.351 --> 00:17:24.431
So about two and a half hours,

513
00:17:24.432 --> 00:17:25.072
you come here.

514
00:17:25.624 --> 00:17:26.265
you're seen,

515
00:17:26.626 --> 00:17:27.545
you could get home,

516
00:17:28.107 --> 00:17:28.806
watch a movie,

517
00:17:28.986 --> 00:17:29.848
do your laundry,

518
00:17:30.708 --> 00:17:33.851
get the kids picked up from school in our facility,

519
00:17:33.950 --> 00:17:38.774
sometimes faster than you can go and even wait to be seen at other facilities.

520
00:17:38.793 --> 00:17:43.917
And so with the importance of being seen timely within healthcare,

521
00:17:44.578 --> 00:17:46.218
we just know we do it pretty darn well.

522
00:17:46.278 --> 00:17:48.700
And we think that's something that people should know.

523
00:17:49.581 --> 00:17:50.121
It is.

524
00:17:50.322 --> 00:17:51.822
And I can speak in personal experience.

525
00:17:52.203 --> 00:17:53.843
I was admitted and I was here for two days.

526
00:17:55.361 --> 00:17:59.303
my wife and son both in the emergency room,

527
00:18:00.003 --> 00:18:01.484
testing lab work,

528
00:18:01.624 --> 00:18:03.786
everything out in about two hours.

529
00:18:04.506 --> 00:18:04.626
Yeah.

530
00:18:04.967 --> 00:18:05.907
Under the two and a half.

531
00:18:05.909 --> 00:18:06.708
Right.

532
00:18:06.728 --> 00:18:07.969
I know that cause I'm looking,

533
00:18:08.509 --> 00:18:09.149
I'm a data guy.

534
00:18:09.169 --> 00:18:09.470
So I'm like,

535
00:18:09.510 --> 00:18:09.730
okay,

536
00:18:09.731 --> 00:18:10.370
we'll walk in the door.

537
00:18:10.750 --> 00:18:11.731
And it was just,

538
00:18:12.672 --> 00:18:12.952
again,

539
00:18:13.212 --> 00:18:17.135
I love the analogy of like the win of Southern Nevada healthcare,

540
00:18:17.136 --> 00:18:18.316
you know,

541
00:18:18.636 --> 00:18:18.776
is,

542
00:18:18.936 --> 00:18:20.257
is really what it is.

543
00:18:20.938 --> 00:18:21.778
And yeah,

544
00:18:21.978 --> 00:18:24.700
you go to that property because that's a vacation.

545
00:18:25.349 --> 00:18:26.129
This is your health.

546
00:18:26.329 --> 00:18:26.530
Right,

547
00:18:26.930 --> 00:18:27.130
right.

548
00:18:27.570 --> 00:18:27.690
Well,

549
00:18:27.691 --> 00:18:28.150
and I think,

550
00:18:28.250 --> 00:18:28.510
you know,

551
00:18:28.511 --> 00:18:29.531
you referenced earlier,

552
00:18:29.591 --> 00:18:31.192
like the frustration,

553
00:18:31.232 --> 00:18:31.532
I think,

554
00:18:31.572 --> 00:18:33.813
within the community for healthcare.

555
00:18:33.853 --> 00:18:33.973
And,

556
00:18:35.013 --> 00:18:35.254
you know,

557
00:18:35.314 --> 00:18:38.475
I've only been in Vegas and Henderson area for about eight years,

558
00:18:38.535 --> 00:18:39.455
going on nine years,

559
00:18:39.535 --> 00:18:39.756
right?

560
00:18:39.876 --> 00:18:47.459
And this narrative still sort of exists within Las Vegas and that the best place to go for healthcare is the airport.

561
00:18:48.099 --> 00:18:48.399
And

562
00:18:48.740 --> 00:18:51.421
I can't tell you how offensive that I find that.

563
00:18:51.422 --> 00:18:51.801
I can't.

564
00:18:51.960 --> 00:19:03.466
tell you how infuriating that is for me of someone who dedicates more of my life here than at my own home to serving our community and taking care of people.

565
00:19:04.146 --> 00:19:07.346
I get frustrated for my boss who spent 40 plus years,

566
00:19:07.387 --> 00:19:08.047
Carla Perez,

567
00:19:08.088 --> 00:19:09.128
over the whole state of Nevada,

568
00:19:09.267 --> 00:19:13.130
spent her entire career improving health care within Nevada.

569
00:19:13.330 --> 00:19:14.489
My chief nursing officer,

570
00:19:14.570 --> 00:19:15.390
Joyce Milosevic,

571
00:19:15.551 --> 00:19:16.091
same thing,

572
00:19:16.430 --> 00:19:19.591
close to 35 years as a nurse here within Las Vegas.

573
00:19:20.352 --> 00:19:20.692
And...

574
00:19:21.213 --> 00:19:21.973
I hate it for them.

575
00:19:22.353 --> 00:19:24.034
I hate that that narrative exists.

576
00:19:24.574 --> 00:19:25.674
And when we've started,

577
00:19:25.914 --> 00:19:26.174
you know,

578
00:19:26.595 --> 00:19:30.016
opening a hospital and you have to have your mission and your vision statement,

579
00:19:30.636 --> 00:19:30.856
again,

580
00:19:30.857 --> 00:19:31.916
we didn't just go out to,

581
00:19:32.616 --> 00:19:32.896
you know,

582
00:19:32.996 --> 00:19:34.117
an AI platform and say,

583
00:19:34.157 --> 00:19:35.517
give me a mission and vision statement.

584
00:19:35.977 --> 00:19:39.038
We sat down collectively as an entire team and said,

585
00:19:39.418 --> 00:19:40.899
what do we want to do here?

586
00:19:41.139 --> 00:19:42.299
How do we want to be known?

587
00:19:42.300 --> 00:19:44.060
What type of legacy do we want to leave?

588
00:19:44.620 --> 00:19:45.400
And I can tell you,

589
00:19:46.240 --> 00:19:48.041
in addition to what gets me up every day.

590
00:19:48.598 --> 00:19:51.772
I want West Henderson Hospital to be the hospital that people say.

591
00:19:52.561 --> 00:19:55.402
That is the place where that narrative started to end.

592
00:19:55.702 --> 00:19:59.124
And that was the catalyst for healthcare changing in Las Vegas.

593
00:19:59.684 --> 00:20:01.325
And we feel very confident about it.

594
00:20:01.345 --> 00:20:04.146
It's the same conversation where we sit down and we say,

595
00:20:04.527 --> 00:20:07.828
let's talk about what core values that we want to have here.

596
00:20:08.428 --> 00:20:09.869
It's not me putting these together.

597
00:20:09.929 --> 00:20:12.590
It's 50 directors and leaders sitting around a table.

598
00:20:12.630 --> 00:20:14.591
And we had hundreds of core values.

599
00:20:14.631 --> 00:20:15.972
And we narrow it down to those.

600
00:20:16.432 --> 00:20:18.273
And we don't just say those are our core values.

601
00:20:18.529 --> 00:20:28.972
We painstakingly go through and define those core values and are very deliberate about every single word that's descriptive of what are those core values mean to us.

602
00:20:29.272 --> 00:20:34.594
And every employee in this hospital has it on their badge on the back of it to be able to reference at any given point.

603
00:20:35.254 --> 00:20:37.975
And we won't stop until that narrative is ended.

604
00:20:38.295 --> 00:20:44.616
And there's too many people working too hard in this city for the rest of us to say things like that.

605
00:20:44.957 --> 00:20:46.717
I feel the same way about the education sector.

606
00:20:46.857 --> 00:20:58.667
There's so many teachers and so many people that give so much to this community and it doesn't help by saying negative things about their industry that they give so much of.

607
00:20:58.787 --> 00:21:04.652
So my urging to the population would be things don't get better by talking negatively about them.

608
00:21:04.952 --> 00:21:07.354
They get better by people sitting around a table and saying,

609
00:21:08.075 --> 00:21:11.397
how can we fix this together collectively as a team?

610
00:21:11.878 --> 00:21:12.438
To your point,

611
00:21:12.518 --> 00:21:15.881
speaking positively about what we're doing well and where we're going.

612
00:21:16.545 --> 00:21:17.306
We're a young city.

613
00:21:17.866 --> 00:21:18.907
We're not a Mayo Clinic.

614
00:21:18.908 --> 00:21:20.589
We're not 250 years old.

615
00:21:20.689 --> 00:21:22.931
The city has grown rapidly in a short amount of time.

616
00:21:23.512 --> 00:21:26.274
And I can tell you in the close to 10 years that I've been here,

617
00:21:26.635 --> 00:21:27.936
healthcare has come a long way.

618
00:21:28.096 --> 00:21:31.119
And we are on a very nice trajectory for improved healthcare.

619
00:21:31.619 --> 00:21:33.541
I think Wes Henderson is set in a stand.

620
00:21:34.902 --> 00:21:41.388
What services does Wes Henderson provide that people in the community might not realize are available here?

621
00:21:42.537 --> 00:21:42.697
Yeah,

622
00:21:42.757 --> 00:21:45.199
so I think obviously emergency services,

623
00:21:45.239 --> 00:21:46.279
I think people know that.

624
00:21:46.359 --> 00:21:51.683
But I think what sort of gets confused maybe in this area is,

625
00:21:51.823 --> 00:21:51.943
oh,

626
00:21:51.944 --> 00:21:52.103
well,

627
00:21:52.123 --> 00:21:53.484
you don't have pediatrics.

628
00:21:54.064 --> 00:21:54.304
Well,

629
00:21:54.685 --> 00:21:55.545
pediatrics,

630
00:21:55.625 --> 00:21:58.307
a lot of pediatrics is done in an outpatient setting.

631
00:21:58.687 --> 00:22:00.949
There's not too many inpatient settings.

632
00:22:00.969 --> 00:22:06.912
And so that's why you don't see a ton of pediatrics on an inpatient setting in a variety of states,

633
00:22:07.072 --> 00:22:07.313
right?

634
00:22:07.773 --> 00:22:07.993
Bye.

635
00:22:08.553 --> 00:22:17.658
We go through an entire pediatric readiness program to make sure that our emergency department can handle any age and any situation that comes in through the emergency department.

636
00:22:18.539 --> 00:22:19.099
Our director,

637
00:22:19.179 --> 00:22:19.959
Krista Fredericks,

638
00:22:19.999 --> 00:22:21.260
is absolutely phenomenal.

639
00:22:21.600 --> 00:22:23.902
She's a former trauma pediatric nurse.

640
00:22:24.042 --> 00:22:26.783
And so the team goes as she goes.

641
00:22:27.003 --> 00:22:30.825
Our physicians are very well versed and everything's pediatric down there.

642
00:22:31.926 --> 00:22:33.847
And the team does a phenomenal job with that.

643
00:22:33.927 --> 00:22:37.249
So that's one thing that I think people get confused on of like.

644
00:22:37.589 --> 00:22:37.829
Oh,

645
00:22:37.830 --> 00:22:41.253
you don't have a NICU or you don't have a pediatric unit.

646
00:22:42.033 --> 00:22:42.153
No,

647
00:22:42.273 --> 00:22:46.357
but that does not stop our ability to be able to care for people that come through the emergency department.

648
00:22:47.678 --> 00:22:49.020
We don't have labor and delivery,

649
00:22:49.640 --> 00:22:50.541
but that doesn't mean,

650
00:22:50.581 --> 00:22:50.821
again,

651
00:22:50.941 --> 00:22:52.863
people couldn't show up to our emergency department.

652
00:22:52.864 --> 00:22:53.644
We can't handle it.

653
00:22:53.964 --> 00:22:57.848
And being a part of a phenomenal system like the Valley Hill system,

654
00:22:58.368 --> 00:23:03.273
we can get you transferred to phenomenal labor and delivery units here within the system.

655
00:23:04.329 --> 00:23:05.770
We do a lot of cardiac here.

656
00:23:06.431 --> 00:23:10.433
Our hope is in the future to be able to open our open heart program.

657
00:23:11.413 --> 00:23:11.593
Again,

658
00:23:11.613 --> 00:23:12.854
we've already got it built out.

659
00:23:12.994 --> 00:23:14.375
All the infrastructure is there.

660
00:23:15.296 --> 00:23:16.696
And so we've sort of said,

661
00:23:16.776 --> 00:23:16.997
you know,

662
00:23:16.998 --> 00:23:17.957
when you open a hospital,

663
00:23:17.958 --> 00:23:19.198
you want to walk before you run.

664
00:23:19.338 --> 00:23:24.381
You don't just want to open with all these major service lines because that's when mistakes can happen.

665
00:23:24.581 --> 00:23:27.803
We want to be very methodical of doing the things that we do really well.

666
00:23:28.103 --> 00:23:31.545
And now let's continue to add pretty prominent service lines.

667
00:23:32.313 --> 00:23:34.255
We have an employed bariatric surgeon,

668
00:23:34.695 --> 00:23:34.955
Dr.

669
00:23:34.995 --> 00:23:35.596
Mark LeDuc.

670
00:23:35.716 --> 00:23:37.578
He's an absolutely phenomenal surgeon.

671
00:23:38.378 --> 00:23:42.742
And so we see a lot of those patients who are looking to make that transition in their life.

672
00:23:42.822 --> 00:23:46.505
And we've changed a lot of lives by doing that already here.

673
00:23:46.525 --> 00:23:48.546
And I've done a really nice job with that.

674
00:23:48.606 --> 00:23:51.529
So we'll continue kind of looking at service lines.

675
00:23:51.530 --> 00:23:55.312
But you do all the bread and butter stuff that you would see in most major hospitals,

676
00:23:55.452 --> 00:23:56.293
orthopedic surgery,

677
00:23:56.393 --> 00:23:57.213
spine surgery,

678
00:23:57.314 --> 00:23:58.154
general surgery.

679
00:23:58.955 --> 00:24:01.457
And we have a lot of technology to help those surgeons.

680
00:24:01.601 --> 00:24:03.542
be very successful and keep patients safe here.

681
00:24:04.922 --> 00:24:09.683
Wes Henderson was voted gold for best hospital in the Las Vegas review journals,

682
00:24:09.823 --> 00:24:11.304
best of Las Vegas competition.

683
00:24:11.344 --> 00:24:11.844
That's a biggie.

684
00:24:12.404 --> 00:24:16.025
What year was that and what did that recognition mean to the team?

685
00:24:16.945 --> 00:24:17.065
Yeah.

686
00:24:17.085 --> 00:24:17.305
I mean,

687
00:24:17.325 --> 00:24:20.086
I think it's validation for all the hard work that we've put in.

688
00:24:20.126 --> 00:24:20.366
Right.

689
00:24:20.367 --> 00:24:22.687
So that was for 2025.

690
00:24:22.987 --> 00:24:23.987
So we learned about that,

691
00:24:24.027 --> 00:24:24.387
I think.

692
00:24:24.467 --> 00:24:24.627
And

693
00:24:25.368 --> 00:24:27.648
I think it comes out about December every year.

694
00:24:28.608 --> 00:24:29.149
But yeah,

695
00:24:29.169 --> 00:24:29.369
I mean,

696
00:24:29.389 --> 00:24:30.469
that tells us that.

697
00:24:31.241 --> 00:24:31.401
Look,

698
00:24:31.441 --> 00:24:33.162
we hadn't even been open a year yet.

699
00:24:33.402 --> 00:24:37.063
And look at the impact that we're making throughout the city of people,

700
00:24:37.143 --> 00:24:38.224
not just in Henderson,

701
00:24:38.284 --> 00:24:40.245
but are coming here from other parts of the city.

702
00:24:40.805 --> 00:24:42.085
And just like you are going,

703
00:24:42.846 --> 00:24:43.146
whoa,

704
00:24:43.746 --> 00:24:44.546
that was different.

705
00:24:44.846 --> 00:24:45.767
That was unique.

706
00:24:45.807 --> 00:24:50.869
That's never been the similar health care experience that I've had in other areas.

707
00:24:51.542 --> 00:24:51.782
And so,

708
00:24:52.403 --> 00:24:52.663
you know,

709
00:24:53.164 --> 00:24:53.944
my team will tell you,

710
00:24:54.205 --> 00:24:55.106
I push hard on them.

711
00:24:55.886 --> 00:24:58.349
I try and make sure they're reaching their fullest potential.

712
00:24:58.409 --> 00:25:00.251
And sometimes they don't realize that,

713
00:25:00.631 --> 00:25:00.751
hey,

714
00:25:00.752 --> 00:25:04.595
the reason he's pushing so hard is because when our family comes here,

715
00:25:04.596 --> 00:25:06.017
he expects the same thing for them.

716
00:25:06.657 --> 00:25:09.820
So I think that validated a lot of the hard work that we had put in.

717
00:25:10.001 --> 00:25:13.304
Opening a hospital is insanely difficult.

718
00:25:13.364 --> 00:25:15.106
There's so many moving parts.

719
00:25:15.890 --> 00:25:17.211
A lot of late nights,

720
00:25:17.231 --> 00:25:18.352
a lot of mornings,

721
00:25:18.512 --> 00:25:19.213
getting up early,

722
00:25:19.293 --> 00:25:27.278
a lot of weekends where people came in here and sacrificed quite a bit to be at the standard that we expected to end that narrative.

723
00:25:28.279 --> 00:25:33.422
And I think it validated a lot of stuff for us that all that hard work is worth it.

724
00:25:34.183 --> 00:25:36.645
Now you get to walk around in the community and say,

725
00:25:37.365 --> 00:25:38.065
I work there.

726
00:25:38.706 --> 00:25:40.107
I stand for excellence of who

727
00:25:40.467 --> 00:25:44.610
I am and what I believe in and my standards because that facility stands for those things.

728
00:25:44.790 --> 00:25:45.570
It's a badge of honor.

729
00:25:45.571 --> 00:25:45.690
Yeah,

730
00:25:45.730 --> 00:25:46.631
it really is.

731
00:25:46.671 --> 00:25:47.251
Yeah.

732
00:25:47.591 --> 00:25:48.371
Something we're very proud of.

733
00:25:48.372 --> 00:25:48.551
Like,

734
00:25:48.671 --> 00:25:49.971
I want to be part of that.

735
00:25:50.212 --> 00:25:50.432
Right.

736
00:25:51.393 --> 00:25:51.772
Exactly.

737
00:25:52.232 --> 00:25:53.052
And it's something that,

738
00:25:53.152 --> 00:25:53.392
I mean,

739
00:25:53.452 --> 00:25:54.773
I've been a content creator

740
00:25:55.693 --> 00:25:56.413
35 years.

741
00:25:57.013 --> 00:26:00.294
I have never picked up my phone and said,

742
00:26:00.634 --> 00:26:03.495
let me tell you about this amazing hospital that I was at.

743
00:26:03.496 --> 00:26:03.635
Right.

744
00:26:04.195 --> 00:26:04.956
Are you kidding me?

745
00:26:05.576 --> 00:26:06.276
Yeah.

746
00:26:06.277 --> 00:26:06.376
Like,

747
00:26:06.377 --> 00:26:07.296
that's also why we're here,

748
00:26:07.297 --> 00:26:08.657
just because it was received well.

749
00:26:08.658 --> 00:26:08.957
Yeah.

750
00:26:09.437 --> 00:26:10.517
I did it just because,

751
00:26:10.617 --> 00:26:10.977
and again,

752
00:26:11.157 --> 00:26:12.198
for people that if you,

753
00:26:13.018 --> 00:26:13.698
as much as we.

754
00:26:14.106 --> 00:26:14.366
You know,

755
00:26:14.466 --> 00:26:18.009
like you were saying before about health care and about education system here.

756
00:26:18.770 --> 00:26:19.370
If it's bad,

757
00:26:19.651 --> 00:26:19.951
okay.

758
00:26:20.011 --> 00:26:21.952
But if you have a good experience,

759
00:26:22.673 --> 00:26:24.675
and especially if you have a good experience here,

760
00:26:25.635 --> 00:26:26.796
film a little video about it.

761
00:26:26.797 --> 00:26:27.937
Because it is a,

762
00:26:28.117 --> 00:26:29.358
as the Jewish culture would say,

763
00:26:29.359 --> 00:26:29.939
a mitzvah.

764
00:26:30.439 --> 00:26:33.922
It's a wonderful thing of karma to put that out in the universe.

765
00:26:34.002 --> 00:26:34.482
Absolutely.

766
00:26:34.543 --> 00:26:34.923
To say,

767
00:26:35.143 --> 00:26:35.403
hey,

768
00:26:35.804 --> 00:26:36.584
just so you know,

769
00:26:36.664 --> 00:26:37.985
and I said it in my video.

770
00:26:38.005 --> 00:26:38.206
I go,

771
00:26:38.246 --> 00:26:38.486
you know,

772
00:26:38.487 --> 00:26:40.167
we all get on the health care system,

773
00:26:40.708 --> 00:26:42.089
not Wes Henderson Hospital.

774
00:26:42.109 --> 00:26:43.129
And this is why.

775
00:26:43.490 --> 00:26:43.630
Yeah.

776
00:26:44.246 --> 00:26:44.827
I just felt,

777
00:26:45.007 --> 00:26:45.968
I get goosebumps about it.

778
00:26:45.969 --> 00:26:47.689
It just felt good doing that.

779
00:26:47.690 --> 00:26:47.789
Right.

780
00:26:47.790 --> 00:26:47.909
Right.

781
00:26:48.390 --> 00:26:49.891
And I still feel good that it did it.

782
00:26:50.031 --> 00:26:50.591
And I did it.

783
00:26:50.631 --> 00:26:52.133
And that to be received,

784
00:26:52.153 --> 00:26:53.854
like your PR team is reaching out and saying,

785
00:26:53.855 --> 00:26:54.294
can we use them?

786
00:26:54.295 --> 00:26:54.414
Like,

787
00:26:54.475 --> 00:26:55.395
of course you can.

788
00:26:55.515 --> 00:26:56.076
I don't care.

789
00:26:56.476 --> 00:26:57.037
Like it was,

790
00:26:57.097 --> 00:26:58.118
it just felt good.

791
00:26:58.838 --> 00:27:00.439
And with all this shit going on in the world,

792
00:27:00.900 --> 00:27:01.500
it's just to be,

793
00:27:01.580 --> 00:27:04.002
have that little oasis of calm.

794
00:27:04.443 --> 00:27:05.424
And I know I can,

795
00:27:05.624 --> 00:27:06.965
I could put my flag on that.

796
00:27:07.285 --> 00:27:08.526
That's something cool that I did.

797
00:27:08.926 --> 00:27:09.547
And that like,

798
00:27:10.047 --> 00:27:12.910
if ever you're having a bad day or someone here is having a bad day.

799
00:27:13.210 --> 00:27:14.051
You can look at that and go,

800
00:27:14.431 --> 00:27:15.532
this guy likes us.

801
00:27:15.533 --> 00:27:15.692
Yeah,

802
00:27:16.012 --> 00:27:16.452
absolutely.

803
00:27:17.073 --> 00:27:18.033
And it was so interesting,

804
00:27:18.094 --> 00:27:18.334
right?

805
00:27:18.394 --> 00:27:19.955
So we're sitting there.

806
00:27:20.195 --> 00:27:20.715
I'm at home.

807
00:27:20.735 --> 00:27:21.716
I think it's 7,

808
00:27:21.736 --> 00:27:23.117
8 at night or something like that.

809
00:27:23.177 --> 00:27:23.878
And our CNO,

810
00:27:24.038 --> 00:27:24.318
Joyce,

811
00:27:24.358 --> 00:27:26.259
sends it to our leadership team and says,

812
00:27:26.680 --> 00:27:27.500
have you seen this?

813
00:27:28.341 --> 00:27:28.901
And you sort of,

814
00:27:29.222 --> 00:27:30.242
you get the video and you go,

815
00:27:30.243 --> 00:27:30.342
oh,

816
00:27:31.063 --> 00:27:31.403
man,

817
00:27:31.904 --> 00:27:32.184
you know,

818
00:27:32.364 --> 00:27:33.625
which direction could this go?

819
00:27:34.365 --> 00:27:36.407
We think we do a pretty phenomenal job,

820
00:27:36.507 --> 00:27:40.730
but most of the time people aren't out there making videos on like.

821
00:27:41.366 --> 00:27:41.906
Like you did.

822
00:27:41.907 --> 00:27:43.468
Let me tell you about all the great things.

823
00:27:43.488 --> 00:27:45.549
And so you opened it and you're like,

824
00:27:46.530 --> 00:27:48.131
that is absolutely amazing.

825
00:27:48.231 --> 00:27:50.573
I've never seen someone take the time to do that,

826
00:27:50.993 --> 00:27:51.733
but also again,

827
00:27:51.853 --> 00:27:54.896
validate the things that we think we're doing here at the hospital.

828
00:27:55.696 --> 00:27:55.936
I mean,

829
00:27:55.937 --> 00:27:59.119
I showed that to anyone and everyone who would watch it.

830
00:27:59.339 --> 00:28:01.340
I shared it on every platform that I had.

831
00:28:01.860 --> 00:28:02.881
I took it to our MEC,

832
00:28:03.341 --> 00:28:04.783
our medical executive committee meeting,

833
00:28:04.843 --> 00:28:06.043
showed it to all the providers.

834
00:28:06.044 --> 00:28:07.444
We showed it to all of our leaders.

835
00:28:07.524 --> 00:28:08.005
We have sent,

836
00:28:08.025 --> 00:28:08.245
I mean,

837
00:28:08.665 --> 00:28:09.686
that night when I got it.

838
00:28:09.806 --> 00:28:14.930
I think I went through every contact in my phone and just forwarded it out to everyone because we were very proud of it.

839
00:28:14.970 --> 00:28:17.111
And I can't thank you enough for that recognition.

840
00:28:17.151 --> 00:28:19.172
But the employees need to hear that,

841
00:28:19.573 --> 00:28:19.793
right?

842
00:28:20.694 --> 00:28:24.156
These people trip over themselves to help people in the community,

843
00:28:24.576 --> 00:28:27.138
and they need that positive feedback.

844
00:28:27.959 --> 00:28:28.639
99%

845
00:28:28.640 --> 00:28:29.520
of people are the carrot,

846
00:28:29.560 --> 00:28:30.140
not the stick.

847
00:28:30.400 --> 00:28:33.302
And I think that went such a long way for them.

848
00:28:33.362 --> 00:28:35.184
And so thank you again for that.

849
00:28:35.344 --> 00:28:36.504
Entirely my pleasure.

850
00:28:36.685 --> 00:28:38.606
And I would double down on it by.

851
00:28:38.826 --> 00:28:43.647
telling anybody if you come here and not if,

852
00:28:43.867 --> 00:28:46.088
when you have an amazing experience here,

853
00:28:46.648 --> 00:28:47.288
share it.

854
00:28:48.029 --> 00:28:50.529
Pick up your phone and just 30 seconds,

855
00:28:51.209 --> 00:28:52.170
be a little vulnerable.

856
00:28:52.190 --> 00:28:54.310
You don't have to disclose what you came in for.

857
00:28:54.330 --> 00:28:55.511
I don't want to hear about your lesions,

858
00:28:55.951 --> 00:28:59.672
but just go ahead and talk to me as your audience.

859
00:29:00.272 --> 00:29:01.672
Because again,

860
00:29:01.912 --> 00:29:03.793
in a sea of negativity,

861
00:29:03.993 --> 00:29:05.833
in terms of Southern Nevada healthcare,

862
00:29:06.273 --> 00:29:07.794
this place shines.

863
00:29:08.314 --> 00:29:10.675
And the more people could do that,

864
00:29:11.135 --> 00:29:11.876
I think what also,

865
00:29:11.916 --> 00:29:12.636
and it's free,

866
00:29:13.016 --> 00:29:17.218
like just do it and it feels good to share your experience.

867
00:29:17.718 --> 00:29:17.959
You know,

868
00:29:18.039 --> 00:29:20.640
when you have a wonderful time here,

869
00:29:20.700 --> 00:29:21.960
which who would say that?

870
00:29:22.761 --> 00:29:23.581
I had a wonderful time.

871
00:29:23.601 --> 00:29:24.462
West Henderson Hospital.

872
00:29:24.802 --> 00:29:25.742
I hope I don't get sick again.

873
00:29:25.743 --> 00:29:26.223
But if I do,

874
00:29:26.663 --> 00:29:28.944
that's the first place and only place I'm going to go to.

875
00:29:29.144 --> 00:29:29.304
Yeah.

876
00:29:29.924 --> 00:29:30.044
No,

877
00:29:30.124 --> 00:29:31.845
and we get that from patients,

878
00:29:31.885 --> 00:29:32.085
right?

879
00:29:32.086 --> 00:29:32.986
We get patients that say,

880
00:29:32.987 --> 00:29:33.126
well,

881
00:29:33.186 --> 00:29:33.506
I didn't.

882
00:29:33.810 --> 00:29:35.632
I think I would want to stay another night,

883
00:29:35.692 --> 00:29:36.934
but it's like a hotel here.

884
00:29:36.974 --> 00:29:38.215
Everyone's so amazing.

885
00:29:38.776 --> 00:29:38.896
So,

886
00:29:39.377 --> 00:29:40.318
and I would encourage people,

887
00:29:40.378 --> 00:29:40.558
right?

888
00:29:40.618 --> 00:29:42.440
I say this to patients and others all the time.

889
00:29:43.061 --> 00:29:44.363
Go read our Google review.

890
00:29:45.124 --> 00:29:48.888
Go out and take a look at what people are saying about this facility.

891
00:29:49.629 --> 00:29:50.410
It's not normal.

892
00:29:50.927 --> 00:29:52.912
It's pretty impressive.

893
00:29:53.513 --> 00:29:54.877
Every single Google review,

894
00:29:55.258 --> 00:29:55.859
every morning.

895
00:29:56.478 --> 00:29:57.058
In our huddle,

896
00:29:57.398 --> 00:29:58.239
50 leaders,

897
00:29:58.619 --> 00:30:01.739
our quality director prints out every single Google review,

898
00:30:02.700 --> 00:30:04.120
and we read every single one of them.

899
00:30:04.660 --> 00:30:04.880
One,

900
00:30:04.960 --> 00:30:06.401
we want to give that positive feedback,

901
00:30:06.421 --> 00:30:07.441
but if there's opportunity,

902
00:30:07.521 --> 00:30:08.901
we are jumping on it right away.

903
00:30:09.682 --> 00:30:15.523
But we've been very fortunate to have quite a few five-star Google reviews that we're pretty proud of.

904
00:30:16.023 --> 00:30:18.564
I don't know if you do a competitive market analysis or not,

905
00:30:18.624 --> 00:30:21.765
but is there any other hospital in town even close,

906
00:30:22.385 --> 00:30:22.765
honestly?

907
00:30:23.025 --> 00:30:23.925
Not that I've seen.

908
00:30:23.966 --> 00:30:25.586
Now our specialty hospital.

909
00:30:25.786 --> 00:30:26.727
That's a little different.

910
00:30:26.907 --> 00:30:30.730
It's going to have elective surgeries there and inpatient rehab,

911
00:30:30.750 --> 00:30:32.872
which is usually like an amazing process.

912
00:30:32.952 --> 00:30:35.074
There's so many dedicated folks that work there.

913
00:30:35.494 --> 00:30:38.877
We're really encouraging and helping people get back to their full strength.

914
00:30:39.838 --> 00:30:45.483
But of hospitals that have full scale acute care hospitals with emergency departments,

915
00:30:45.703 --> 00:30:47.764
I'm not aware of any that have.

916
00:30:47.765 --> 00:30:48.885
I remember I'll,

917
00:30:48.886 --> 00:30:49.606
if I can find it,

918
00:30:49.607 --> 00:30:50.747
I'll send it to you cause you'll giggle.

919
00:30:51.107 --> 00:30:53.529
But I had such a bad experience at St.

920
00:30:53.569 --> 00:30:54.210
Rose Dominican.

921
00:30:55.422 --> 00:30:57.023
that I left a review,

922
00:30:57.103 --> 00:30:58.324
I think on their Facebook page.

923
00:30:58.344 --> 00:30:58.804
And I said,

924
00:30:59.164 --> 00:31:07.629
I would rather visit a leper's tent in like Senegal and be treated there than go back to that property.

925
00:31:07.729 --> 00:31:08.810
And I'll never forget this.

926
00:31:09.870 --> 00:31:10.831
Somebody reached out,

927
00:31:11.351 --> 00:31:12.251
but it was a very,

928
00:31:12.351 --> 00:31:14.653
it was somebody from the nurse's department or something,

929
00:31:15.073 --> 00:31:16.754
but they were so like,

930
00:31:16.794 --> 00:31:17.014
just,

931
00:31:17.294 --> 00:31:17.574
well,

932
00:31:17.654 --> 00:31:18.515
we see your review.

933
00:31:19.255 --> 00:31:20.096
We want to talk to you.

934
00:31:20.596 --> 00:31:21.216
It wasn't like,

935
00:31:21.497 --> 00:31:23.738
we're so sorry that we didn't meet your expectations.

936
00:31:24.098 --> 00:31:25.179
We'd love to hear what,

937
00:31:25.479 --> 00:31:25.720
you know,

938
00:31:25.820 --> 00:31:27.361
more about it so we can become better.

939
00:31:27.441 --> 00:31:28.602
It was awful.

940
00:31:29.123 --> 00:31:30.084
The voicemail they left me,

941
00:31:30.085 --> 00:31:30.304
I'm like,

942
00:31:30.484 --> 00:31:30.965
fuck you.

943
00:31:31.605 --> 00:31:32.406
Are you kidding me?

944
00:31:33.387 --> 00:31:34.228
And so it's,

945
00:31:34.348 --> 00:31:34.708
again,

946
00:31:35.048 --> 00:31:40.514
and it's something that you're going to hear all the time in this conversation is just people here give a shit.

947
00:31:41.475 --> 00:31:46.259
So when a family is choosing between hospitals in the Las Vegas area,

948
00:31:47.080 --> 00:31:49.162
what should they actually be comparing?

949
00:31:50.414 --> 00:31:50.534
Yeah,

950
00:31:50.594 --> 00:31:53.456
so I don't think a lot of people understand this,

951
00:31:53.536 --> 00:31:58.920
but there's a lot of publicly reported data and scores that are out there for people to review.

952
00:31:59.080 --> 00:32:01.081
So in a short pinch,

953
00:32:01.161 --> 00:32:01.402
right,

954
00:32:01.582 --> 00:32:02.062
obviously,

955
00:32:02.102 --> 00:32:03.423
if you're trying to figure out,

956
00:32:03.523 --> 00:32:03.783
you know,

957
00:32:03.883 --> 00:32:08.046
where do I want to have my surgery or where do I want to go?

958
00:32:08.166 --> 00:32:09.767
Which emergency department do I want to go?

959
00:32:09.787 --> 00:32:12.890
It's not truly like I have to be there in the next five minutes,

960
00:32:12.970 --> 00:32:15.311
but I need to get there at some point today.

961
00:32:16.892 --> 00:32:17.553
Google reviews,

962
00:32:17.613 --> 00:32:17.933
I think,

963
00:32:18.473 --> 00:32:19.294
are pretty powerful.

964
00:32:19.906 --> 00:32:20.126
Um,

965
00:32:20.446 --> 00:32:20.687
you know,

966
00:32:20.727 --> 00:32:25.389
there's other platforms where people can go out and review data that I reference.

967
00:32:25.489 --> 00:32:27.870
A lot of that data is in arrears.

968
00:32:28.051 --> 00:32:29.271
So it's older data,

969
00:32:29.571 --> 00:32:30.892
but it's data.

970
00:32:31.172 --> 00:32:32.013
It doesn't lie.

971
00:32:32.093 --> 00:32:35.054
It's not like every year there's a new leader at a hospital.

972
00:32:35.055 --> 00:32:36.215
It's the same leadership team.

973
00:32:36.235 --> 00:32:37.456
It's the same expectations.

974
00:32:37.476 --> 00:32:38.496
It's the same standards.

975
00:32:39.017 --> 00:32:42.238
So two that I would encourage people to look at one is

976
00:32:42.739 --> 00:32:43.859
CMS star rating,

977
00:32:44.159 --> 00:32:44.380
right?

978
00:32:44.420 --> 00:32:47.801
So this is based off of data across the entire country.

979
00:32:47.821 --> 00:32:48.502
you

980
00:32:49.026 --> 00:32:51.347
CMS is Medicare and Medicaid services.

981
00:32:51.367 --> 00:32:55.209
So these are payers across the entire country.

982
00:32:55.269 --> 00:32:56.890
So you can see what results are.

983
00:32:57.691 --> 00:33:00.232
And so anywhere from a one to a five star facility,

984
00:33:00.233 --> 00:33:04.394
you can go out and take a look at people's rankings and it's based off of data.

985
00:33:04.875 --> 00:33:07.676
These are things like patient experience scores,

986
00:33:08.136 --> 00:33:09.217
infections,

987
00:33:09.477 --> 00:33:10.858
falls within a hospital,

988
00:33:11.078 --> 00:33:14.620
all things that matter for patient safety within a facility.

989
00:33:15.480 --> 00:33:18.242
And the other organization is called the Leapfrog.

990
00:33:18.422 --> 00:33:19.102
organization.

991
00:33:19.242 --> 00:33:19.362
So

992
00:33:20.043 --> 00:33:24.665
Leapfrog is a third-party organization that again takes data from hospitals,

993
00:33:25.145 --> 00:33:26.025
calculates it,

994
00:33:26.165 --> 00:33:26.986
and puts it into,

995
00:33:27.126 --> 00:33:28.486
like you would experience in school,

996
00:33:28.606 --> 00:33:30.347
a letter grade from A to F.

997
00:33:31.027 --> 00:33:40.652
So it'd be critical for people to go out and understand what type of facility am I walking into or what type of facility do I want to get my care at?

998
00:33:40.812 --> 00:33:41.852
Are they in A,

999
00:33:42.212 --> 00:33:42.332
B,

1000
00:33:42.813 --> 00:33:42.933
C,

1001
00:33:43.513 --> 00:33:43.633
D?

1002
00:33:44.493 --> 00:33:44.733
You know,

1003
00:33:44.893 --> 00:33:45.114
For me,

1004
00:33:45.115 --> 00:33:45.934
I'll just tell you.

1005
00:33:46.798 --> 00:33:48.399
average health care is not okay,

1006
00:33:48.860 --> 00:33:49.100
right?

1007
00:33:49.580 --> 00:33:54.944
And we need to be striving across Las Vegas to make sure we are a hospitals.

1008
00:33:55.404 --> 00:34:05.631
And that comes with a lot of work and a lot of effort and dedicated effort to really understanding those metrics and putting processes in the hospital to keep our patients safe.

1009
00:34:07.012 --> 00:34:08.813
So because some of that data is old,

1010
00:34:08.834 --> 00:34:10.074
it's about two years old,

1011
00:34:10.555 --> 00:34:15.038
West Henderson won't get our first leapfrog letter grade until about...

1012
00:34:15.334 --> 00:34:15.594
two,

1013
00:34:15.714 --> 00:34:18.636
two and a half years of being open because then we got to submit that data.

1014
00:34:18.736 --> 00:34:21.258
But we obviously track the data.

1015
00:34:21.278 --> 00:34:22.359
We know everything about it.

1016
00:34:22.819 --> 00:34:23.099
And

1017
00:34:24.801 --> 00:34:26.802
I'm confident it will be a lot of a great day.

1018
00:34:28.283 --> 00:34:28.923
If you're not,

1019
00:34:29.444 --> 00:34:30.905
the place needs to be scrutinized.

1020
00:34:31.805 --> 00:34:31.986
Like,

1021
00:34:32.706 --> 00:34:32.866
yeah.

1022
00:34:35.748 --> 00:34:39.091
How was Wes Henderson different from the other hospitals serving

1023
00:34:39.551 --> 00:34:40.852
Henderson and Las Vegas?

1024
00:34:41.692 --> 00:34:41.812
Well,

1025
00:34:41.813 --> 00:34:43.734
I think it goes back a lot to that service,

1026
00:34:43.834 --> 00:34:44.054
right?

1027
00:34:44.294 --> 00:34:47.600
and how we treat not just patients,

1028
00:34:47.680 --> 00:34:48.662
but their families,

1029
00:34:48.962 --> 00:34:50.665
our teammates that are in the hospital.

1030
00:34:51.887 --> 00:34:52.128
You know,

1031
00:34:52.129 --> 00:34:58.258
we talked a little bit about sort of a philosophy that we talked through here at the hospital is packing each other's parachutes.

1032
00:34:58.999 --> 00:35:01.301
And that's not just with our teammates,

1033
00:35:01.321 --> 00:35:03.062
but that's for the community as well.

1034
00:35:03.102 --> 00:35:05.944
And so when I was a freshman in college,

1035
00:35:06.044 --> 00:35:08.466
my coach sat all of us down on the first day,

1036
00:35:09.166 --> 00:35:10.127
read us this story.

1037
00:35:10.167 --> 00:35:13.048
It has been tattooed on my brain since I heard it.

1038
00:35:14.008 --> 00:35:15.630
I've applied it in my personal life.

1039
00:35:15.689 --> 00:35:17.552
We talk about it here in the hospital.

1040
00:35:17.591 --> 00:35:19.173
We have awards based off of it.

1041
00:35:19.173 --> 00:35:19.533
Attention,

1042
00:35:19.733 --> 00:35:19.852
please.

1043
00:35:19.854 --> 00:35:20.053
Attention,

1044
00:35:20.053 --> 00:35:20.173
please.

1045
00:35:20.175 --> 00:35:21.194
We're on the response team from 705.

1046
00:35:21.195 --> 00:35:21.655
Attention,

1047
00:35:21.655 --> 00:35:26.898
please.

1048
00:35:26.899 --> 00:35:27.238
Attention,

1049
00:35:27.278 --> 00:35:27.698
please.

1050
00:35:28.995 --> 00:35:32.597
Rapid response team,

1051
00:35:32.597 --> 00:35:32.856
room

1052
00:35:33.896 --> 00:35:36.798
705. Attention,

1053
00:35:36.838 --> 00:35:37.079
please.

1054
00:35:37.079 --> 00:35:37.298
Attention,

1055
00:35:37.300 --> 00:35:37.459
please.

1056
00:35:37.459 --> 00:35:38.319
Rapid response team,

1057
00:35:38.419 --> 00:35:38.979
room 705.

1058
00:35:38.981 --> 00:35:39.100
So,

1059
00:35:39.140 --> 00:35:39.300
yeah,

1060
00:35:39.340 --> 00:35:40.419
we're really at the hospital.

1061
00:35:40.919 --> 00:35:41.720
That just happened,

1062
00:35:41.740 --> 00:35:42.501
and I hope they're okay.

1063
00:35:43.001 --> 00:35:43.501
They will be.

1064
00:35:43.642 --> 00:35:44.481
I got an awesome team.

1065
00:35:45.142 --> 00:35:45.562
Good answer.

1066
00:35:46.863 --> 00:35:47.102
And so,

1067
00:35:48.023 --> 00:35:48.262
you know,

1068
00:35:48.283 --> 00:35:51.485
the story that is called Who Packs Your Parachute?

1069
00:35:51.664 --> 00:35:52.064
And so

1070
00:35:53.345 --> 00:35:54.865
Charles Plum was a U.S.

1071
00:35:54.946 --> 00:35:56.387
Navy jet pilot in Vietnam.

1072
00:35:56.526 --> 00:35:58.468
and after 75 combat missions,

1073
00:35:58.488 --> 00:36:01.070
his plane was destroyed by a surface-to-air missile.

1074
00:36:01.651 --> 00:36:02.872
So he ejects,

1075
00:36:03.352 --> 00:36:04.032
is captured,

1076
00:36:04.111 --> 00:36:06.534
and spends six years in a Vietnamese prison,

1077
00:36:07.215 --> 00:36:08.436
communist Vietnamese prison.

1078
00:36:08.956 --> 00:36:12.758
So he survives that ordeal and lectures on lessons learned from the experience.

1079
00:36:12.778 --> 00:36:13.758
So one day,

1080
00:36:13.798 --> 00:36:17.642
he and his wife are sitting in a restaurant and a man at another table comes up to him and says,

1081
00:36:18.043 --> 00:36:18.662
you're plum.

1082
00:36:19.403 --> 00:36:22.745
You flew jet fighters in Vietnam from the aircraft Kitty Hawk.

1083
00:36:23.285 --> 00:36:24.187
You were shot down.

1084
00:36:24.919 --> 00:36:27.039
And Plum looks up at him in amazement and says,

1085
00:36:27.180 --> 00:36:29.180
how in the world did you know that?

1086
00:36:29.722 --> 00:36:31.282
And the man looks right back at him and said,

1087
00:36:31.543 --> 00:36:32.582
I packed your parachute.

1088
00:36:33.464 --> 00:36:35.624
And Plum gasps in surprise and gratitude.

1089
00:36:35.626 --> 00:36:36.205
He can't believe it.

1090
00:36:36.206 --> 00:36:36.624
And he's like,

1091
00:36:38.285 --> 00:36:38.785
it worked.

1092
00:36:39.427 --> 00:36:40.227
And the guy says,

1093
00:36:41.347 --> 00:36:41.508
yeah,

1094
00:36:41.868 --> 00:36:42.548
I guess it did.

1095
00:36:43.249 --> 00:36:43.508
And so,

1096
00:36:44.490 --> 00:36:44.770
you know,

1097
00:36:44.970 --> 00:36:47.971
he leaves that experience and he can't stop thinking about that guy.

1098
00:36:47.972 --> 00:36:51.653
And he wonders how many times I might have seen him in a Navy uniform,

1099
00:36:51.673 --> 00:36:52.374
a white hat,

1100
00:36:52.534 --> 00:36:53.234
bib in the back,

1101
00:36:53.314 --> 00:36:54.435
bell-bottom trousers.

1102
00:36:54.883 --> 00:36:56.965
Walked past him on the ship and not one said,

1103
00:36:57.144 --> 00:36:57.664
good morning.

1104
00:36:58.026 --> 00:36:58.526
How are you?

1105
00:36:59.207 --> 00:37:00.068
Or anything because,

1106
00:37:00.069 --> 00:37:00.368
you see,

1107
00:37:00.387 --> 00:37:01.528
he was a fighter pilot.

1108
00:37:01.829 --> 00:37:03.289
He was a big man on campus.

1109
00:37:04.151 --> 00:37:08.914
But he thought that night about how many times had that guy been in the bowels of the ship,

1110
00:37:09.115 --> 00:37:12.037
carefully weaving the folds and the silks of each time,

1111
00:37:12.557 --> 00:37:16.140
holding in his hands the fate of someone he didn't even know.

1112
00:37:16.802 --> 00:37:20.485
But he gave everything he could because he was packing the parachutes of his teammates.

1113
00:37:21.104 --> 00:37:22.927
But when we talk about this concept.

1114
00:37:23.122 --> 00:37:24.984
of packing parachutes at West Henderson,

1115
00:37:25.004 --> 00:37:26.285
we think about it in two ways.

1116
00:37:26.865 --> 00:37:27.426
And first,

1117
00:37:27.726 --> 00:37:30.088
always is with each other as teammates.

1118
00:37:30.767 --> 00:37:31.068
And

1119
00:37:31.488 --> 00:37:33.890
I think patients and visitors and families,

1120
00:37:33.890 --> 00:37:34.551
when they come in here,

1121
00:37:34.571 --> 00:37:35.331
they feel that.

1122
00:37:35.932 --> 00:37:37.733
They know that we have each other's back,

1123
00:37:37.913 --> 00:37:39.274
that we look out for each other,

1124
00:37:39.514 --> 00:37:44.878
that we ensure that you're going to enjoy working here with our team because we have high standards,

1125
00:37:45.258 --> 00:37:46.419
but we have your back.

1126
00:37:47.298 --> 00:37:49.401
I've got a meeting every single morning,

1127
00:37:49.441 --> 00:37:50.742
our safety huddle every morning.

1128
00:37:50.743 --> 00:37:52.163
We have 50 directors in there.

1129
00:37:52.703 --> 00:37:54.164
I don't make these expectations.

1130
00:37:54.284 --> 00:37:56.626
They do because they're a family and they care for each other.

1131
00:37:57.046 --> 00:37:59.227
If any director at any point says,

1132
00:38:00.048 --> 00:38:00.168
hey,

1133
00:38:00.169 --> 00:38:00.369
you know,

1134
00:38:00.428 --> 00:38:01.428
bear with me today.

1135
00:38:02.050 --> 00:38:05.472
I had someone call off and I might be a little slow on doing A,

1136
00:38:05.492 --> 00:38:05.611
B,

1137
00:38:05.691 --> 00:38:05.953
and C.

1138
00:38:06.573 --> 00:38:08.394
49 other directors turn to them and go,

1139
00:38:08.635 --> 00:38:09.235
how can we help?

1140
00:38:09.774 --> 00:38:10.575
What do you need today?

1141
00:38:10.916 --> 00:38:11.856
You're not on an island.

1142
00:38:12.037 --> 00:38:13.037
We're all here to help you.

1143
00:38:13.698 --> 00:38:20.263
And that is unique and it is different and it makes it special to work here when everybody packs each other's parachutes.

1144
00:38:20.735 --> 00:38:25.579
We even have a badge that we give to select leaders and select individuals at the hospital.

1145
00:38:26.200 --> 00:38:26.780
It's yellow.

1146
00:38:26.959 --> 00:38:30.744
It hangs below their other badge with black font and it says parachute packer.

1147
00:38:31.423 --> 00:38:35.407
These are people that if I went to anyone in the facility and I said,

1148
00:38:35.968 --> 00:38:36.347
you know,

1149
00:38:38.169 --> 00:38:39.930
this individual and said their name,

1150
00:38:40.212 --> 00:38:41.412
everyone goes incredible,

1151
00:38:41.713 --> 00:38:42.213
amazing.

1152
00:38:42.472 --> 00:38:43.914
You could ask that person to do anything.

1153
00:38:43.935 --> 00:38:45.316
They'd give you the shirt off their back.

1154
00:38:45.876 --> 00:38:48.678
And when everybody feels that strongly about that person.

1155
00:38:49.082 --> 00:38:50.363
It's sort of like the golden ticket.

1156
00:38:50.484 --> 00:38:53.127
We want you wearing a badge that says parachute packer.

1157
00:38:53.427 --> 00:38:55.108
We want your teammates seeing that.

1158
00:38:55.488 --> 00:38:57.669
We want new employees coming in and going,

1159
00:38:58.111 --> 00:39:03.896
that's someone who I should emulate their behavior and rewarding that person for what they do well.

1160
00:39:04.476 --> 00:39:04.596
Now,

1161
00:39:04.597 --> 00:39:08.360
the second way that we talk about packing parachutes is with our community.

1162
00:39:09.240 --> 00:39:13.383
And we're in one of the oldest living communities right behind us,

1163
00:39:13.664 --> 00:39:14.425
Sun City Anthem.

1164
00:39:15.765 --> 00:39:16.606
Unfortunately.

1165
00:39:17.287 --> 00:39:18.668
When you're in some of those communities,

1166
00:39:18.867 --> 00:39:22.731
some of those individuals are the only living person in their sphere of life.

1167
00:39:23.311 --> 00:39:24.492
Their spouse might have done.

1168
00:39:25.293 --> 00:39:27.575
Their friends that were closest with them might have passed.

1169
00:39:27.756 --> 00:39:31.238
They might not have children or have family close here to take care of them.

1170
00:39:31.999 --> 00:39:33.620
And when they come in the hospital,

1171
00:39:33.860 --> 00:39:34.742
they're terrified.

1172
00:39:35.162 --> 00:39:37.264
They don't know if when they left their house,

1173
00:39:37.744 --> 00:39:39.885
if that's the last time they're going to go into their house.

1174
00:39:40.667 --> 00:39:40.927
And

1175
00:39:41.488 --> 00:39:43.309
I talk with staff about this all the time.

1176
00:39:45.030 --> 00:39:45.490
I bring up

1177
00:39:45.767 --> 00:39:47.349
Let's talk about a particular institution.

1178
00:39:47.749 --> 00:39:48.610
At this institution,

1179
00:39:48.630 --> 00:39:51.673
they take away your clothes when people can come visit you,

1180
00:39:52.472 --> 00:39:53.253
when you get to eat.

1181
00:39:53.894 --> 00:39:55.115
And nine times out of ten,

1182
00:39:55.135 --> 00:39:55.476
people say,

1183
00:39:55.515 --> 00:39:56.677
a jail or a prison.

1184
00:39:56.938 --> 00:39:57.258
I say,

1185
00:39:57.378 --> 00:39:58.399
I'm talking about a hospital.

1186
00:39:59.495 --> 00:40:05.377
We take away a lot of your independence and a lot of your dignity so that we have easier access to your body.

1187
00:40:06.077 --> 00:40:10.678
We create an environment where we don't have too many people here visiting so you can really rest.

1188
00:40:11.398 --> 00:40:12.419
We control your diet.

1189
00:40:12.499 --> 00:40:18.480
Sometimes it might not be appetizing to you to be on a cardiac diet where you don't get all the tasty salts and stuff.

1190
00:40:19.420 --> 00:40:19.721
And

1191
00:40:20.061 --> 00:40:22.661
I get asked this question all the time from people every day.

1192
00:40:22.721 --> 00:40:23.041
They say,

1193
00:40:23.322 --> 00:40:23.442
hey,

1194
00:40:23.482 --> 00:40:23.682
Chris,

1195
00:40:23.722 --> 00:40:24.382
how's it going?

1196
00:40:25.502 --> 00:40:27.183
I'll greet them and then they'll say,

1197
00:40:27.263 --> 00:40:27.643
how are you?

1198
00:40:27.803 --> 00:40:28.263
And I say,

1199
00:40:28.671 --> 00:40:29.792
I'm healthy in a hospital.

1200
00:40:30.312 --> 00:40:31.994
It could be a whole lot worse than this.

1201
00:40:32.594 --> 00:40:37.118
And what I want people to remember is our job to pack the community's parachutes.

1202
00:40:37.278 --> 00:40:37.979
Every patient,

1203
00:40:37.980 --> 00:40:40.220
and this is widely studied across healthcare,

1204
00:40:40.340 --> 00:40:41.021
across the world,

1205
00:40:41.321 --> 00:40:42.382
they want three things.

1206
00:40:43.263 --> 00:40:43.943
Don't hurt me,

1207
00:40:44.964 --> 00:40:45.304
heal me,

1208
00:40:45.585 --> 00:40:46.485
and be nice to me.

1209
00:40:47.246 --> 00:40:51.069
And we do those first three things phenomenally well here,

1210
00:40:51.570 --> 00:40:54.192
but we have to remember in any given situation,

1211
00:40:54.852 --> 00:40:57.094
we didn't come underneath the emergency sign today.

1212
00:40:57.855 --> 00:40:58.195
They did.

1213
00:40:58.883 --> 00:41:01.185
And whatever you have going on in your life,

1214
00:41:01.245 --> 00:41:03.907
anything that might be frustrated or a little bit of anxiety for you,

1215
00:41:04.387 --> 00:41:10.631
I promise you it's not as bad as that individual who might be the only living person in their sphere of life.

1216
00:41:10.992 --> 00:41:13.513
And it is our job to give everything we can to them,

1217
00:41:14.014 --> 00:41:15.095
to not hurt them,

1218
00:41:15.355 --> 00:41:15.815
heal them,

1219
00:41:15.935 --> 00:41:16.896
and be nice to them.

1220
00:41:17.476 --> 00:41:19.177
And when we pack their parachutes,

1221
00:41:19.458 --> 00:41:22.079
they're going to pack our parachutes in supporting us as an community.

1222
00:41:22.180 --> 00:41:27.023
So a huge philosophy for us here and one that we take a lot of pride in.

1223
00:41:27.567 --> 00:41:31.548
Something that when my wife Brandy was here and discharged,

1224
00:41:31.908 --> 00:41:32.268
but Dr.

1225
00:41:32.308 --> 00:41:32.688
Hammond,

1226
00:41:33.289 --> 00:41:33.409
right?

1227
00:41:33.410 --> 00:41:33.509
Yeah,

1228
00:41:33.510 --> 00:41:33.949
he's the man.

1229
00:41:34.109 --> 00:41:34.809
He's an asshole.

1230
00:41:36.449 --> 00:41:37.270
I want to look like him.

1231
00:41:38.050 --> 00:41:38.530
Bald,

1232
00:41:39.110 --> 00:41:40.070
guy's a stud,

1233
00:41:40.491 --> 00:41:41.751
like negative body fat.

1234
00:41:41.752 --> 00:41:41.971
I'm like,

1235
00:41:41.991 --> 00:41:42.571
motherfucker.

1236
00:41:43.471 --> 00:41:44.792
I'm joking.

1237
00:41:45.172 --> 00:41:46.172
Amazing guy.

1238
00:41:47.272 --> 00:41:49.153
I'm with Brandy like the next day.

1239
00:41:49.293 --> 00:41:50.533
We're driving down Eastern.

1240
00:41:51.234 --> 00:41:52.414
Her phone rings and she looks.

1241
00:41:52.454 --> 00:41:53.614
I look over and it says

1242
00:41:54.114 --> 00:41:54.935
West Henderson Hospital.

1243
00:41:55.375 --> 00:41:56.195
I'm thinking it's...

1244
00:41:56.555 --> 00:41:56.735
Like,

1245
00:41:56.855 --> 00:41:57.095
again,

1246
00:41:57.115 --> 00:41:57.696
it was good.

1247
00:41:57.776 --> 00:42:00.958
I had an AI thing reach out to me afterwards and see how am I doing,

1248
00:42:00.978 --> 00:42:02.198
which it was very good.

1249
00:42:02.378 --> 00:42:02.919
I know AI.

1250
00:42:02.979 --> 00:42:03.459
It was good.

1251
00:42:04.620 --> 00:42:05.100
It was Dr.

1252
00:42:05.160 --> 00:42:05.620
Hammond.

1253
00:42:06.761 --> 00:42:07.221
How are you?

1254
00:42:07.381 --> 00:42:08.982
Just checking to see how you're doing.

1255
00:42:09.222 --> 00:42:09.482
What?

1256
00:42:10.363 --> 00:42:10.583
Like,

1257
00:42:11.444 --> 00:42:13.645
that's the stuff that you talk about.

1258
00:42:13.705 --> 00:42:14.925
Parachute packers like,

1259
00:42:15.306 --> 00:42:15.466
oh,

1260
00:42:15.586 --> 00:42:16.466
my God.

1261
00:42:17.167 --> 00:42:24.251
And that he cared enough just to check on literally the most important thing in my universe is my wife.

1262
00:42:24.311 --> 00:42:24.471
not.

1263
00:42:24.799 --> 00:42:26.060
And that's not just a person.

1264
00:42:26.120 --> 00:42:27.641
A thing is my wife.

1265
00:42:29.042 --> 00:42:30.483
She is my alpha,

1266
00:42:30.603 --> 00:42:31.244
my omega,

1267
00:42:31.344 --> 00:42:32.185
my everything,

1268
00:42:32.245 --> 00:42:32.505
Chris.

1269
00:42:32.645 --> 00:42:34.386
And for him to do that,

1270
00:42:34.907 --> 00:42:35.127
like,

1271
00:42:35.427 --> 00:42:35.787
I was like,

1272
00:42:35.788 --> 00:42:36.167
you know what?

1273
00:42:36.228 --> 00:42:40.911
Just because you're negative body fat and because I'm literally looking at all my faults because of you,

1274
00:42:41.231 --> 00:42:42.172
I love that guy now.

1275
00:42:42.953 --> 00:42:43.473
Love him.

1276
00:42:43.993 --> 00:42:45.014
He is the man.

1277
00:42:45.554 --> 00:42:47.696
He's our associate medical director here.

1278
00:42:48.457 --> 00:42:48.977
Him and Dr.

1279
00:42:49.017 --> 00:42:51.459
Marco Hernandez have been just.

1280
00:42:52.551 --> 00:42:55.133
Such wonderful additions to our team here.

1281
00:42:55.994 --> 00:42:56.915
But they're genuine.

1282
00:42:57.195 --> 00:42:59.117
He's not doing that because we ask him to.

1283
00:42:59.417 --> 00:43:03.840
He's not doing it because there's some mandate you must call so many people a day.

1284
00:43:04.461 --> 00:43:05.182
He cares.

1285
00:43:05.442 --> 00:43:05.562
And

1286
00:43:07.063 --> 00:43:09.045
I get so many compliments on him,

1287
00:43:09.185 --> 00:43:10.626
not just from patients and families,

1288
00:43:10.646 --> 00:43:11.387
but from staff.

1289
00:43:12.548 --> 00:43:13.829
We have lots of providers here.

1290
00:43:13.830 --> 00:43:14.609
It's very unique.

1291
00:43:15.010 --> 00:43:21.315
that staff will fight over the shifts to get to work with those doctors because they just enjoy them

1292
00:43:22.315 --> 00:43:23.096
as human beings,

1293
00:43:23.176 --> 00:43:23.736
as people,

1294
00:43:23.896 --> 00:43:26.478
as someone that has their back on any given shift.

1295
00:43:26.538 --> 00:43:26.658
So,

1296
00:43:27.598 --> 00:43:27.778
yeah,

1297
00:43:28.239 --> 00:43:28.899
he'll enjoy that.

1298
00:43:28.959 --> 00:43:29.900
He's a great guy.

1299
00:43:30.520 --> 00:43:32.301
Hernandez was my doctor when I was here.

1300
00:43:32.441 --> 00:43:32.761
Stud.

1301
00:43:33.362 --> 00:43:34.142
Total stud.

1302
00:43:34.442 --> 00:43:35.663
Came in from California.

1303
00:43:36.303 --> 00:43:37.744
Moved from California,

1304
00:43:38.204 --> 00:43:39.625
which is known for good health care.

1305
00:43:39.785 --> 00:43:40.646
Shit show of a state,

1306
00:43:40.666 --> 00:43:41.786
but known for good health care.

1307
00:43:42.087 --> 00:43:42.747
We know this.

1308
00:43:43.147 --> 00:43:44.148
But came here.

1309
00:43:44.668 --> 00:43:44.808
Like,

1310
00:43:44.828 --> 00:43:45.969
he's got a place at Anthem.

1311
00:43:46.009 --> 00:43:46.769
I'm like,

1312
00:43:47.070 --> 00:43:47.550
dude.

1313
00:43:48.030 --> 00:43:48.771
So it was just,

1314
00:43:48.871 --> 00:43:49.311
again.

1315
00:43:50.079 --> 00:43:51.901
This sounds like an infomercial for West Henderson Hospital.

1316
00:43:51.941 --> 00:43:52.241
I'm like,

1317
00:43:52.301 --> 00:43:52.421
no,

1318
00:43:52.561 --> 00:43:53.902
it really is the truth.

1319
00:43:54.943 --> 00:43:57.185
And so keeping along the lines of

1320
00:43:57.966 --> 00:44:03.430
ER, walk me through what happens when somebody walks into West Henderson

1321
00:44:04.031 --> 00:44:06.393
ER from admission to discharge.

1322
00:44:06.733 --> 00:44:06.993
Okay.

1323
00:44:07.814 --> 00:44:10.876
So there's really two avenues that you can come in.

1324
00:44:11.016 --> 00:44:11.337
Obviously,

1325
00:44:11.357 --> 00:44:12.838
you can drive in private vehicle.

1326
00:44:12.839 --> 00:44:18.983
You're going to come in through the main lobby or you could potentially come through an ambulance or EMS on the back door.

1327
00:44:19.635 --> 00:44:19.755
Um,

1328
00:44:19.995 --> 00:44:23.516
oftentimes you're going to come in and what people are often saying to us is like,

1329
00:44:23.716 --> 00:44:24.536
it feels empty.

1330
00:44:24.917 --> 00:44:26.857
I'm walking into the emergency room lobby.

1331
00:44:27.357 --> 00:44:27.577
Good.

1332
00:44:27.977 --> 00:44:29.098
That's how it should be.

1333
00:44:29.598 --> 00:44:33.179
Should not have a bunch of people out in the waiting room waiting to be seen.

1334
00:44:33.779 --> 00:44:37.080
We were very intentional about how we built the emergency department,

1335
00:44:37.220 --> 00:44:42.562
having extra space for when we get large groups at a time of people coming in.

1336
00:44:42.662 --> 00:44:45.362
So oftentimes when you walk into our ER lobby,

1337
00:44:45.422 --> 00:44:47.463
you're not going to see a whole lot of people in the lobby.

1338
00:44:47.643 --> 00:44:59.063
because our triage team is so good getting them seen you're going to be greeted by someone right away seen and then taken back into your own bay so we don't want you waiting out in the lobby

1339
00:44:59.472 --> 00:45:01.113
You don't want to be waiting out in the lobby.

1340
00:45:01.253 --> 00:45:02.553
We want to get you back and seen.

1341
00:45:03.394 --> 00:45:04.974
You're going to be seen by a provider.

1342
00:45:05.074 --> 00:45:10.637
I told you our average time is less than five minutes by either a nurse practitioner or a physician,

1343
00:45:11.017 --> 00:45:13.298
depending upon the acuity of what you have.

1344
00:45:13.718 --> 00:45:16.659
You'll be assigned your own dedicated nurse who's going to come in,

1345
00:45:17.119 --> 00:45:18.220
introduce themselves,

1346
00:45:18.260 --> 00:45:20.201
and feel like your next-door neighbor,

1347
00:45:20.261 --> 00:45:21.381
one of your closest friends,

1348
00:45:21.441 --> 00:45:21.661
right?

1349
00:45:22.001 --> 00:45:23.162
They're amazing at this.

1350
00:45:23.602 --> 00:45:25.283
Regardless of your situation,

1351
00:45:25.403 --> 00:45:26.803
they have so much compassion.

1352
00:45:26.863 --> 00:45:28.164
They're so good at what they do.

1353
00:45:28.660 --> 00:45:30.281
and a lot of experience down there.

1354
00:45:31.021 --> 00:45:32.742
So you're going to go through that process.

1355
00:45:32.822 --> 00:45:34.463
The physician's going to work you up,

1356
00:45:34.704 --> 00:45:36.965
make sure that they understand what's going on with you.

1357
00:45:38.125 --> 00:45:40.787
And once we get all the information to you,

1358
00:45:41.367 --> 00:45:47.571
what we pride ourselves on is making sure that you clearly understand our plan for you on that day.

1359
00:45:47.572 --> 00:45:48.872
We call it our plan of care.

1360
00:45:49.332 --> 00:45:50.893
The doctor's going to talk to you about it.

1361
00:45:50.894 --> 00:45:52.374
The nurse is going to talk to you about it.

1362
00:45:52.394 --> 00:45:56.036
Any other ancillary staff that are with you are going to keep talking about it.

1363
00:45:56.604 --> 00:45:58.445
We do not want you confused.

1364
00:45:58.485 --> 00:45:59.966
We don't want your family confused.

1365
00:46:00.366 --> 00:46:01.107
When someone comes in,

1366
00:46:01.108 --> 00:46:03.928
they have enough going on with anxiety of just the situation.

1367
00:46:04.489 --> 00:46:08.191
And what we find is when people get a sense of control back,

1368
00:46:08.511 --> 00:46:11.413
by that I mean they understand what's happening.

1369
00:46:11.593 --> 00:46:12.653
What's going to happen next?

1370
00:46:12.894 --> 00:46:13.694
What does that mean?

1371
00:46:13.734 --> 00:46:14.715
Explain that to me.

1372
00:46:15.195 --> 00:46:20.518
And we take a lot of time to explain that to patients and physically see them go from tends to,

1373
00:46:21.438 --> 00:46:21.699
okay,

1374
00:46:22.339 --> 00:46:24.040
I understand what's happening.

1375
00:46:24.928 --> 00:46:25.409
Oftentimes,

1376
00:46:25.429 --> 00:46:27.130
it's just the anxiety of the unknown.

1377
00:46:27.210 --> 00:46:28.832
They don't know what's happening next.

1378
00:46:29.692 --> 00:46:31.254
So we're going to get through that process.

1379
00:46:31.314 --> 00:46:32.315
Make sure you have everything.

1380
00:46:32.755 --> 00:46:38.820
Get you discharged with the appropriate discharge information so that you're informed on next steps after you leave the hospital.

1381
00:46:39.561 --> 00:46:41.603
If we need to get you set up with a specialist,

1382
00:46:41.623 --> 00:46:46.247
if we need to get you set up with other avenues of continuity of care for you,

1383
00:46:46.267 --> 00:46:48.309
we will help you with that process.

1384
00:46:49.910 --> 00:46:50.530
And like I said,

1385
00:46:50.531 --> 00:46:52.092
on a discharge for the ER where...

1386
00:46:52.312 --> 00:46:55.575
We're about two and a half hours of getting people in and out on average.

1387
00:46:55.595 --> 00:46:56.536
Which is crazy.

1388
00:46:57.557 --> 00:46:58.217
Most ERs here,

1389
00:46:58.218 --> 00:46:59.218
you're waiting for three hours.

1390
00:46:59.819 --> 00:46:59.959
Yeah.

1391
00:47:00.059 --> 00:47:00.960
Just waiting.

1392
00:47:01.360 --> 00:47:02.361
Waiting for three hours.

1393
00:47:02.401 --> 00:47:05.924
Here it's in and out on average two and a half hours.

1394
00:47:05.964 --> 00:47:07.866
Yeah.

1395
00:47:07.867 --> 00:47:08.366
Bananas.

1396
00:47:09.007 --> 00:47:09.467
Bananas.

1397
00:47:09.988 --> 00:47:13.691
You mentioned calling elective surgical patients the night before surgery.

1398
00:47:14.852 --> 00:47:19.056
Why does that matter clinically and from a patient experience standpoint?

1399
00:47:20.112 --> 00:47:20.252
Yeah,

1400
00:47:20.272 --> 00:47:22.674
so we've prided ourselves on this,

1401
00:47:22.734 --> 00:47:22.974
right?

1402
00:47:23.014 --> 00:47:28.558
So every single department in the hospital we've challenged with create a wow moment.

1403
00:47:29.238 --> 00:47:40.126
Create something that shows patients that you care about them so much and that you're so focused on their safety and the steps that they're going to need to follow.

1404
00:47:40.726 --> 00:47:42.868
And sort of like we talked about in the emergency department,

1405
00:47:42.888 --> 00:47:43.809
what's coming next?

1406
00:47:44.209 --> 00:47:48.492
And that you're not just some number going through the machine.

1407
00:47:48.776 --> 00:47:49.897
of being in healthcare.

1408
00:47:50.497 --> 00:47:54.120
And so we as a C-suite team said,

1409
00:47:54.740 --> 00:47:54.860
well,

1410
00:47:54.861 --> 00:47:57.202
we can't just ask all of our leaders to do that.

1411
00:47:57.402 --> 00:47:59.723
We have to walk the walk and do it ourselves.

1412
00:47:59.944 --> 00:48:03.506
And so it was a week of sitting down for two,

1413
00:48:03.546 --> 00:48:04.887
three hours at a time every day.

1414
00:48:05.007 --> 00:48:06.808
And everybody has an idea.

1415
00:48:06.928 --> 00:48:07.789
And we kept saying,

1416
00:48:07.929 --> 00:48:09.430
but is it a wow moment?

1417
00:48:09.650 --> 00:48:10.671
And by wow moment,

1418
00:48:10.711 --> 00:48:15.474
we mean we literally want people to say to us after we do whatever it is,

1419
00:48:16.115 --> 00:48:16.455
wow,

1420
00:48:16.935 --> 00:48:18.036
I've never had.

1421
00:48:18.336 --> 00:48:22.037
a hospital or someone in a hospital do that for.

1422
00:48:22.877 --> 00:48:28.559
And so our wow moment for our executive team combines the two things that you asked about.

1423
00:48:28.939 --> 00:48:30.939
Something clinical to improve safety,

1424
00:48:31.159 --> 00:48:33.800
but also showing people that we care about them.

1425
00:48:34.300 --> 00:48:38.742
So every single elective surgical patient that has said to us,

1426
00:48:39.082 --> 00:48:41.642
that's where I'm choosing to have my procedure done.

1427
00:48:42.403 --> 00:48:46.884
Our C-suite member gets their names and their phone numbers and their procedure and their surgeon.

1428
00:48:47.980 --> 00:48:53.762
And we get that list and we call every single one of those elective surgical patients the night before their surgery.

1429
00:48:55.123 --> 00:48:57.384
The call usually goes something like this.

1430
00:48:58.844 --> 00:48:59.064
Hi,

1431
00:48:59.145 --> 00:48:59.405
Mrs.

1432
00:48:59.445 --> 00:48:59.745
Smith.

1433
00:49:00.325 --> 00:49:03.946
This is Wes Anderson Hospital calling you about your procedure tomorrow.

1434
00:49:04.627 --> 00:49:04.767
Yes.

1435
00:49:04.807 --> 00:49:05.207
And I say,

1436
00:49:05.547 --> 00:49:05.667
well,

1437
00:49:05.668 --> 00:49:06.788
my name's Chris Loftus.

1438
00:49:06.868 --> 00:49:08.428
I'm the CEO at Wes Anderson.

1439
00:49:09.289 --> 00:49:12.070
And I see we have you on our surgery schedule with Dr.

1440
00:49:12.130 --> 00:49:13.030
So-and-so tomorrow.

1441
00:49:13.730 --> 00:49:15.931
And they say nine times out of 10.

1442
00:49:16.411 --> 00:49:16.732
I'm sorry,

1443
00:49:16.812 --> 00:49:17.312
who is this?

1444
00:49:18.460 --> 00:49:19.340
And I have to repeat,

1445
00:49:20.221 --> 00:49:21.221
my name is Chris Loftus.

1446
00:49:21.301 --> 00:49:22.722
I'm the CEO of the hospital.

1447
00:49:23.382 --> 00:49:26.743
And I just wanted to call and introduce myself to you for the procedure tomorrow.

1448
00:49:27.904 --> 00:49:29.465
About another nine times out of 10,

1449
00:49:30.225 --> 00:49:31.926
I'm now put on speakerphone and they say,

1450
00:49:32.026 --> 00:49:32.246
honey,

1451
00:49:32.306 --> 00:49:34.066
the CEO of the hospital is on the phone.

1452
00:49:34.086 --> 00:49:36.247
And now I'm talking to two people,

1453
00:49:36.327 --> 00:49:37.428
sometimes the whole family.

1454
00:49:38.088 --> 00:49:39.529
And we brag on the surgeon.

1455
00:49:39.969 --> 00:49:41.610
We brag on their OR team.

1456
00:49:42.010 --> 00:49:45.431
We brag that we've traditionally done thousands of these procedures.

1457
00:49:45.831 --> 00:49:47.372
And we are experts at this.

1458
00:49:47.792 --> 00:49:48.955
We are really good at this.

1459
00:49:49.436 --> 00:49:52.682
And any anxiety that you have for the procedure tomorrow,

1460
00:49:53.644 --> 00:49:54.025
let it go.

1461
00:49:54.486 --> 00:49:59.176
Get some rest tonight because you're in great hands and we're going to kick some butt tomorrow for your procedure.

1462
00:49:59.861 --> 00:49:59.981
Um,

1463
00:50:00.542 --> 00:50:02.303
and nine times out of 10,

1464
00:50:02.363 --> 00:50:03.024
what I hear is,

1465
00:50:03.704 --> 00:50:04.065
wow,

1466
00:50:04.325 --> 00:50:09.289
I can't believe that the CEO of the hospital is calling me for my procedure.

1467
00:50:10.210 --> 00:50:14.313
My response is you've placed your trust in us for one of the most,

1468
00:50:14.674 --> 00:50:17.456
probably anxiety risen days of your life.

1469
00:50:17.836 --> 00:50:18.797
This is the least I can,

1470
00:50:19.518 --> 00:50:21.699
and I can tell you it's the best part of my day.

1471
00:50:22.120 --> 00:50:22.760
Every single day.

1472
00:50:23.001 --> 00:50:24.482
I love making these calls.

1473
00:50:24.862 --> 00:50:26.423
And then after their procedure,

1474
00:50:26.884 --> 00:50:27.764
we go visit them.

1475
00:50:27.945 --> 00:50:28.325
They get our.

1476
00:50:28.425 --> 00:50:43.532
personal cell phone number they get a card signed by the entire executive team and then within that envelope with the card is a little paratrooper why because we give them a memento to say we pack the parachutes of arkham so

1477
00:50:43.533 --> 00:50:55.177
um i absolutely love getting to make those phone calls and get to go up and visit with the people but there's a service excellence aspect to it right but there's a lot of questions we can answer for them

1478
00:50:55.481 --> 00:50:58.424
What am I going to experience the next day when I show up at the hospital?

1479
00:50:58.724 --> 00:50:59.865
Can my family come?

1480
00:51:00.085 --> 00:51:01.386
What time should I show up?

1481
00:51:01.866 --> 00:51:02.847
After their procedure,

1482
00:51:02.887 --> 00:51:03.027
hey,

1483
00:51:03.067 --> 00:51:04.729
I'm experiencing a little bit of this.

1484
00:51:04.909 --> 00:51:05.149
Okay,

1485
00:51:05.189 --> 00:51:06.931
we can navigate those things together.

1486
00:51:07.351 --> 00:51:12.335
But they know that they have a concierge that's for them and with them along that entire ride.

1487
00:51:12.616 --> 00:51:14.637
And their family has our cell phone numbers also.

1488
00:51:14.797 --> 00:51:17.299
So every single patient,

1489
00:51:17.319 --> 00:51:17.520
I mean,

1490
00:51:17.521 --> 00:51:18.260
my team will tell you,

1491
00:51:18.541 --> 00:51:23.625
I give my card out like it's nothing and has my cell phone number on it.

1492
00:51:24.097 --> 00:51:25.498
And I tell anyone and everyone,

1493
00:51:25.738 --> 00:51:27.519
this is my job within the community.

1494
00:51:27.679 --> 00:51:29.780
I feel privileged and honored to be able to do it.

1495
00:51:30.381 --> 00:51:31.901
It doesn't matter if it's tonight,

1496
00:51:32.042 --> 00:51:32.482
tomorrow,

1497
00:51:32.662 --> 00:51:33.522
two years from now,

1498
00:51:33.702 --> 00:51:33.863
you,

1499
00:51:33.983 --> 00:51:34.483
your family,

1500
00:51:34.523 --> 00:51:35.023
your friends,

1501
00:51:35.123 --> 00:51:36.204
you need anything.

1502
00:51:36.724 --> 00:51:39.566
I expect a phone call and we will get you taken care of.

1503
00:51:40.546 --> 00:51:42.047
Sometimes not just here at West Henderson,

1504
00:51:42.227 --> 00:51:43.608
but any of our Valley Hill system.

1505
00:51:45.109 --> 00:51:45.269
It's,

1506
00:51:45.489 --> 00:51:47.250
and we've talked about this off camera that

1507
00:51:47.730 --> 00:51:48.631
I've always said there's two,

1508
00:51:48.671 --> 00:51:49.691
and I'm from upstate New York.

1509
00:51:49.791 --> 00:51:50.332
So you say like,

1510
00:51:50.352 --> 00:51:50.872
I got a guy.

1511
00:51:50.892 --> 00:51:51.572
Do you need something?

1512
00:51:51.573 --> 00:51:51.693
Yeah,

1513
00:51:51.694 --> 00:51:52.153
I got a guy.

1514
00:51:52.533 --> 00:51:56.556
The two places you want a guy is the DMV and the hospital,

1515
00:51:56.616 --> 00:51:57.456
preferably the ER.

1516
00:51:57.596 --> 00:51:58.237
Right.

1517
00:51:58.238 --> 00:51:58.457
Right.

1518
00:51:58.557 --> 00:51:58.857
And so,

1519
00:51:59.017 --> 00:51:59.518
and we've,

1520
00:51:59.698 --> 00:51:59.818
I,

1521
00:52:00.018 --> 00:52:00.138
I,

1522
00:52:00.879 --> 00:52:02.199
I did not play the card with Jack.

1523
00:52:02.260 --> 00:52:02.960
I pulled the card.

1524
00:52:02.980 --> 00:52:04.061
I played the Chris card with my,

1525
00:52:04.201 --> 00:52:04.741
with my wife,

1526
00:52:04.742 --> 00:52:05.081
with Brandy.

1527
00:52:05.622 --> 00:52:06.402
You were just like,

1528
00:52:06.442 --> 00:52:06.903
tell me when.

1529
00:52:07.363 --> 00:52:07.503
Yeah.

1530
00:52:07.783 --> 00:52:07.943
When,

1531
00:52:08.184 --> 00:52:08.964
when are you going to be here?

1532
00:52:09.184 --> 00:52:13.367
And we were met at the door with a woman smiling with a wheelchair.

1533
00:52:13.447 --> 00:52:13.827
Brand's like,

1534
00:52:13.867 --> 00:52:14.428
I can walk.

1535
00:52:14.429 --> 00:52:14.648
She's like,

1536
00:52:14.728 --> 00:52:14.948
nope,

1537
00:52:15.088 --> 00:52:15.588
have a seat.

1538
00:52:15.829 --> 00:52:16.249
Nicely.

1539
00:52:16.269 --> 00:52:16.709
Yeah.

1540
00:52:16.710 --> 00:52:17.210
I was like,

1541
00:52:17.211 --> 00:52:17.450
nope,

1542
00:52:17.490 --> 00:52:18.150
we're here for you.

1543
00:52:18.590 --> 00:52:18.951
Let's go.

1544
00:52:19.431 --> 00:52:20.632
Absolutely.

1545
00:52:21.172 --> 00:52:22.133
it was just

1546
00:52:23.041 --> 00:52:23.982
You walk the walk,

1547
00:52:24.082 --> 00:52:24.382
man,

1548
00:52:24.962 --> 00:52:27.124
and more people need to know about that.

1549
00:52:28.125 --> 00:52:29.746
We touched on this a little bit before,

1550
00:52:29.806 --> 00:52:32.528
but I wanted to kind of put it in a neat little box for you to answer.

1551
00:52:33.088 --> 00:52:37.591
What clinical service lines is Wes Henderson investing in right now?

1552
00:52:38.432 --> 00:52:41.074
So from a surgical perspective,

1553
00:52:41.174 --> 00:52:42.615
spine's a big thing for us.

1554
00:52:42.655 --> 00:52:46.057
So we have some very talented spine surgeons who are on staff here.

1555
00:52:46.097 --> 00:52:47.338
A lot of phenomenal,

1556
00:52:47.859 --> 00:52:51.061
phenomenal technology to help those surgeons and getting.

1557
00:52:51.777 --> 00:52:55.619
more minimally evasive and big procedures,

1558
00:52:55.679 --> 00:52:55.939
right?

1559
00:52:55.940 --> 00:53:01.121
And so we want to make sure that we have the latest and greatest technology for people to utilize.

1560
00:53:02.121 --> 00:53:04.602
We have orthopedic surgeons that are here as well.

1561
00:53:04.942 --> 00:53:06.123
We do a good amount of that.

1562
00:53:07.103 --> 00:53:08.804
I talked about bariatric surgery,

1563
00:53:08.884 --> 00:53:11.365
which is a big service line for us here at Wes Henderson.

1564
00:53:12.165 --> 00:53:12.666
We are,

1565
00:53:13.646 --> 00:53:16.047
the acronym is MBSAQIP.

1566
00:53:16.287 --> 00:53:17.447
That's the accrediting body,

1567
00:53:17.768 --> 00:53:18.488
MBSAQIP.

1568
00:53:19.368 --> 00:53:20.909
So we are accredited by them.

1569
00:53:21.645 --> 00:53:22.906
for bariatric surgery.

1570
00:53:23.866 --> 00:53:29.348
We have primary heart attack accreditation from the Joint Commission.

1571
00:53:29.929 --> 00:53:32.470
We have our stroke accreditation here at the hospital.

1572
00:53:33.230 --> 00:53:38.712
We are the only hospital in the state of Nevada that is sepsis certified by the Joint Commission.

1573
00:53:38.852 --> 00:53:44.795
So for people coming in and then eventually we're going to be expanding and doing more cardiac.

1574
00:53:44.855 --> 00:53:47.116
So we have cardiac catheterization lab,

1575
00:53:47.476 --> 00:53:49.437
electrophysiology lab right now.

1576
00:53:50.037 --> 00:53:52.738
We like to say cardiac cath lab is sort of like the plumbers,

1577
00:53:52.938 --> 00:53:53.438
if you will.

1578
00:53:53.899 --> 00:53:56.400
Electrophysiology is like the electricians for your heart.

1579
00:53:57.040 --> 00:53:58.461
So we have both of those capabilities.

1580
00:53:58.462 --> 00:54:06.084
And then we will be expanding in the next year or so into open heart procedures here at the hospital.

1581
00:54:06.184 --> 00:54:06.304
So,

1582
00:54:07.764 --> 00:54:07.925
again,

1583
00:54:07.926 --> 00:54:08.885
when you open a hospital,

1584
00:54:08.905 --> 00:54:09.245
like I said,

1585
00:54:09.246 --> 00:54:10.346
you want to walk before you run.

1586
00:54:10.347 --> 00:54:12.086
We don't want to have too many things going on.

1587
00:54:12.146 --> 00:54:13.587
But everything,

1588
00:54:13.747 --> 00:54:14.767
general surgery,

1589
00:54:15.668 --> 00:54:17.509
we do urology surgery here.

1590
00:54:18.529 --> 00:54:20.711
We do some OB surgery here as well.

1591
00:54:20.751 --> 00:54:20.871
So,

1592
00:54:21.291 --> 00:54:21.832
or excuse me,

1593
00:54:22.112 --> 00:54:23.974
we do some GYN surgery here.

1594
00:54:25.014 --> 00:54:25.295
And so,

1595
00:54:26.756 --> 00:54:26.936
yeah,

1596
00:54:27.637 --> 00:54:34.663
a lot of those bread and butter things that you have within a surgical department and cardiac walk,

1597
00:54:34.783 --> 00:54:35.403
big for us here.

1598
00:54:36.164 --> 00:54:39.707
When someone with a cardiac event or stroke symptoms,

1599
00:54:41.008 --> 00:54:42.229
when they're experiencing those,

1600
00:54:42.409 --> 00:54:44.891
what's the protocol when they arrive at Wes Henderson Hospital?

1601
00:54:45.492 --> 00:54:45.672
Well,

1602
00:54:45.812 --> 00:54:46.292
a little bit.

1603
00:54:46.372 --> 00:54:46.492
the,

1604
00:54:46.633 --> 00:54:46.973
the,

1605
00:54:47.213 --> 00:55:00.089
biggest priority we should talk about is a little bit before they get to the hospital right and so um i'm the chair for the american heart association here for the las vegas board and so um it's really important to me it's our nation's number one killer cardiac

1606
00:55:00.609 --> 00:55:16.638
issues and we just should not as a nation be having so much of this going on but a lot of it is just recognizing those signs and symptoms before you go to the hospital and what frustrates us a lot of us in the health care industry is the people who yeah

1607
00:55:16.639 --> 00:55:28.745
i've kind of been experiencing this and this discomfort has been real heavy for a couple of days now well it's really important for people to understand that we say within health care is time is tissue so you

1608
00:55:29.105 --> 00:55:31.486
If you're truly having some cardiac event,

1609
00:55:31.986 --> 00:55:34.667
when blood flow is not getting to certain aspects of your heart,

1610
00:55:34.827 --> 00:55:36.468
that tissue cannot reproduce.

1611
00:55:36.628 --> 00:55:37.288
It's dying.

1612
00:55:37.669 --> 00:55:39.850
So if you're having a heart attack,

1613
00:55:39.910 --> 00:55:43.111
we need you to get here as fast as possible.

1614
00:55:43.331 --> 00:55:44.592
But even before getting here,

1615
00:55:44.593 --> 00:55:48.973
we need to make sure that someone within the healthcare field gets to you as soon as possible.

1616
00:55:50.074 --> 00:55:55.876
And so a huge message I would have to everyone is call 911.

1617
00:55:55.877 --> 00:55:57.437
Get an ambulance to you.

1618
00:55:57.977 --> 00:56:06.123
We have several people that constantly happens where trying to drive their loved one to the hospital who's having chest pain.

1619
00:56:06.663 --> 00:56:09.185
And then if something happens to them while they're in the car,

1620
00:56:09.625 --> 00:56:10.846
you might be hysterical.

1621
00:56:11.206 --> 00:56:13.488
You might be focused on them getting a car accident,

1622
00:56:13.568 --> 00:56:14.168
hurt yourself,

1623
00:56:14.248 --> 00:56:15.449
them or others on the road.

1624
00:56:15.990 --> 00:56:20.833
You've got to make sure that we get someone to you as soon as possible who knows what they're doing,

1625
00:56:20.853 --> 00:56:25.716
who can get life-saving techniques and or drugs in you right away.

1626
00:56:25.917 --> 00:56:26.037
So.

1627
00:56:26.597 --> 00:56:27.678
I can't emphasize enough,

1628
00:56:27.738 --> 00:56:30.180
call 911 if you're having any of the symptoms.

1629
00:56:30.941 --> 00:56:33.423
The other thing is every household,

1630
00:56:33.783 --> 00:56:36.665
there needs to be at least one person who's CPR certified.

1631
00:56:37.266 --> 00:56:38.907
Got to learn CPR.

1632
00:56:39.888 --> 00:56:45.212
What we know through the American Heart Association is that most heart attacks happen within the household.

1633
00:56:45.572 --> 00:56:46.273
About 70%

1634
00:56:46.553 --> 00:56:49.555
of people who are going to have a heart attack have it within their own household.

1635
00:56:50.256 --> 00:56:55.580
And if you don't start CPR compressions very quickly after someone collapses,

1636
00:56:56.161 --> 00:56:56.281
it...

1637
00:56:56.481 --> 00:56:59.763
increases your risk for mortality by two to three times,

1638
00:57:00.284 --> 00:57:00.484
right?

1639
00:57:00.524 --> 00:57:08.929
So starting those compressions sends blood flow to vital organs like your brain and other areas so that you can survive,

1640
00:57:09.890 --> 00:57:13.172
have a better chance of survival in some of those instances.

1641
00:57:13.232 --> 00:57:16.274
So every household needs to have someone that knows how to do it.

1642
00:57:16.435 --> 00:57:18.456
Everybody needs to be able to teach their children.

1643
00:57:19.617 --> 00:57:21.178
And it's changed,

1644
00:57:21.238 --> 00:57:21.478
right?

1645
00:57:21.718 --> 00:57:23.699
It's not the 15 compressions,

1646
00:57:23.759 --> 00:57:24.260
two breaths,

1647
00:57:24.400 --> 00:57:25.281
15 compressions,

1648
00:57:25.321 --> 00:57:25.461
too,

1649
00:57:25.521 --> 00:57:25.781
bros.

1650
00:57:26.137 --> 00:57:26.757
For adults,

1651
00:57:26.898 --> 00:57:28.459
it's just do compressions.

1652
00:57:28.460 --> 00:57:31.241
That's why we call it hands-only CPR right now.

1653
00:57:31.401 --> 00:57:33.462
So just keep doing compressions,

1654
00:57:33.502 --> 00:57:35.624
about 100 to 120 beats per minute,

1655
00:57:35.964 --> 00:57:37.685
about two inches of depth,

1656
00:57:38.026 --> 00:57:39.687
and just keep those compressions going.

1657
00:57:40.227 --> 00:57:41.828
Lots of songs out there that you can look,

1658
00:57:41.928 --> 00:57:42.789
get used to the beat.

1659
00:57:42.869 --> 00:57:43.890
One of them is the Bee Gees,

1660
00:57:43.950 --> 00:57:44.250
Stayin'

1661
00:57:44.270 --> 00:57:44.690
Alive.

1662
00:57:46.311 --> 00:57:46.952
That's hilarious,

1663
00:57:47.012 --> 00:57:47.192
really.

1664
00:57:47.432 --> 00:57:47.592
Yeah.

1665
00:57:47.732 --> 00:57:50.795
So there's hundreds of songs that have that same beat.

1666
00:57:51.455 --> 00:57:53.917
So from a cardiac standpoint,

1667
00:57:54.569 --> 00:57:56.109
We need you getting in here fast.

1668
00:57:56.130 --> 00:57:57.790
And then if you're coming in,

1669
00:57:58.330 --> 00:58:01.651
as soon as you are talking about chest pain and you're getting triage,

1670
00:58:01.711 --> 00:58:03.552
you're getting rushed back immediately.

1671
00:58:03.972 --> 00:58:05.912
We have timeframes that we expect to hit.

1672
00:58:07.052 --> 00:58:10.673
And if you need to go to our cardiac cath lab because there's a blockage,

1673
00:58:11.274 --> 00:58:13.894
we save lives every single week here at the hospital.

1674
00:58:14.474 --> 00:58:16.235
Another one he asked about is stroke,

1675
00:58:16.295 --> 00:58:16.535
right?

1676
00:58:16.575 --> 00:58:22.477
And so that goes sort of in line with sort of that number one killer in the country is cardiovascular disease.

1677
00:58:22.497 --> 00:58:23.957
and so stroke is often...

1678
00:58:24.017 --> 00:58:25.378
sometimes a vascular issue.

1679
00:58:27.000 --> 00:58:27.920
And same thing,

1680
00:58:27.921 --> 00:58:30.603
we need people to recognize the signs and symptoms,

1681
00:58:31.043 --> 00:58:35.787
and we need people to call 911 to get to the appropriate facility.

1682
00:58:36.368 --> 00:58:37.969
And so the acronym that's out there,

1683
00:58:38.009 --> 00:58:39.090
that's been out there for a while,

1684
00:58:39.210 --> 00:58:39.690
is BE

1685
00:58:40.231 --> 00:58:41.872
FAST. The word BE,

1686
00:58:42.473 --> 00:58:43.994
so BE stands for balance.

1687
00:58:44.194 --> 00:58:46.156
Oftentimes if you're having a stroke-like symptom,

1688
00:58:46.256 --> 00:58:47.477
your balance might be off.

1689
00:58:48.098 --> 00:58:49.138
E is for eyes,

1690
00:58:49.279 --> 00:58:51.581
so is your vision getting blurry on one side?

1691
00:58:52.321 --> 00:58:54.482
Are you having trouble visualizing things?

1692
00:58:56.063 --> 00:58:57.443
F is for facial drooping.

1693
00:58:57.783 --> 00:58:58.704
Oftentimes you're going to see,

1694
00:58:58.705 --> 00:59:02.766
you've heard the stories that someone might have one side of their face that's not working.

1695
00:59:03.266 --> 00:59:04.426
Oftentimes you can ask someone,

1696
00:59:04.446 --> 00:59:05.287
can you smile?

1697
00:59:05.567 --> 00:59:06.747
Can you stick your tongue out?

1698
00:59:07.247 --> 00:59:13.250
Do you see something dramatic of smiles crooked or the tongue is falling to one side?

1699
00:59:13.790 --> 00:59:15.751
Really important to be able to ask these questions.

1700
00:59:16.832 --> 00:59:17.692
A is for arm.

1701
00:59:18.172 --> 00:59:20.133
Can you get people to raise both arms?

1702
00:59:20.501 --> 00:59:21.062
Oftentimes,

1703
00:59:21.063 --> 00:59:23.023
if you're having a stroke on the left side of your brain,

1704
00:59:23.043 --> 00:59:25.025
the right side of your body is not going to be functional.

1705
00:59:25.405 --> 00:59:27.247
So ask them to raise their arm.

1706
00:59:28.148 --> 00:59:29.109
S is for speech.

1707
00:59:30.170 --> 00:59:31.091
Ask them questions,

1708
00:59:31.151 --> 00:59:31.871
get them to talk.

1709
00:59:32.051 --> 00:59:36.254
Oftentimes someone suffering stroke-like symptoms is going to have slurred speech.

1710
00:59:36.935 --> 00:59:39.397
And then T is for time,

1711
00:59:39.717 --> 00:59:39.977
right?

1712
00:59:40.317 --> 00:59:41.458
Time is tissue again.

1713
00:59:41.938 --> 00:59:42.819
Same thing with your heart,

1714
00:59:42.899 --> 00:59:43.500
with your brain.

1715
00:59:43.540 --> 00:59:45.881
If you have parts of your brain that are not getting blood flow,

1716
00:59:45.882 --> 00:59:47.242
it's causing major issues.

1717
00:59:47.482 --> 00:59:49.424
So call 911,

1718
00:59:49.864 --> 00:59:52.406
get someone to you that knows what they're doing.

1719
00:59:52.986 --> 00:59:57.690
Make sure we can get you to the closest facility for a life-saving stroke intervention.

1720
00:59:57.770 --> 00:59:57.890
So.

1721
00:59:58.542 --> 00:59:58.742
Um,

1722
00:59:59.023 --> 00:59:59.603
same thing.

1723
00:59:59.643 --> 01:00:01.385
If they come in through the emergency department,

1724
01:00:01.745 --> 01:00:02.826
you've got these symptoms.

1725
01:00:03.226 --> 01:00:05.208
You are a massive priority for us.

1726
01:00:05.328 --> 01:00:08.891
We are stroke certified and we are going to get you back and get you treatment as quickly.

1727
01:00:10.492 --> 01:00:15.537
How does West Henderson hospital handle the handoff between the ER and inpatient care?

1728
01:00:15.957 --> 01:00:16.097
Yeah.

1729
01:00:16.197 --> 01:00:17.098
So the nice thing,

1730
01:00:17.138 --> 01:00:17.298
right?

1731
01:00:17.299 --> 01:00:18.279
So we talked about Dr.

1732
01:00:18.319 --> 01:00:18.980
Hammond's group,

1733
01:00:19.280 --> 01:00:19.500
um,

1734
01:00:20.141 --> 01:00:22.483
same group is over our anesthesia group,

1735
01:00:22.743 --> 01:00:22.963
right?

1736
01:00:22.964 --> 01:00:25.925
So if anybody comes in and has to go up and have a surgery,

1737
01:00:26.026 --> 01:00:26.526
amazing

1738
01:00:26.566 --> 01:00:32.891
Amazing communication from our ER physicians to our anesthesiologists and upstairs for any type of emergent procedures.

1739
01:00:33.791 --> 01:00:36.073
Amazing handoff from our inpatient team.

1740
01:00:36.113 --> 01:00:40.296
So you're going to have those same ED physicians and what we call hospitalists.

1741
01:00:40.757 --> 01:00:42.518
Imagine that's like your internal medicine,

1742
01:00:42.578 --> 01:00:45.380
your family care doctor who works here at the hospital.

1743
01:00:45.880 --> 01:00:46.721
When you get admitted,

1744
01:00:46.741 --> 01:00:50.444
you're going to be assigned on a hospitalist and they're going to be like the quarterback of your care.

1745
01:00:50.864 --> 01:00:53.246
They're going to be reaching out to other specialists and other.

1746
01:00:53.674 --> 01:00:56.915
consults that they need through specialists to get you the care that you need.

1747
01:00:58.336 --> 01:01:04.278
And then handoff from nursing in the ED to the nursing team upstairs is flawless.

1748
01:01:04.338 --> 01:01:08.080
And we want to make sure that every piece of information goes with that patient upstairs.

1749
01:01:08.900 --> 01:01:11.321
And then at every shift that you have,

1750
01:01:11.341 --> 01:01:14.262
if you're here for a overnight stay,

1751
01:01:14.303 --> 01:01:15.903
you probably experienced this.

1752
01:01:16.323 --> 01:01:18.864
You're going to get what we call a bedside shift report.

1753
01:01:19.064 --> 01:01:20.605
Your nurse is going to work from 7 a.m.

1754
01:01:20.606 --> 01:01:21.405
to 7 p.m.,

1755
01:01:21.565 --> 01:01:22.026
7 p.m.

1756
01:01:22.027 --> 01:01:22.686
to 7 a.m.

1757
01:01:23.290 --> 01:01:25.831
Your nurses are going to come in together,

1758
01:01:26.331 --> 01:01:29.753
go over your entire plan of care at least twice,

1759
01:01:29.913 --> 01:01:30.953
one on your whiteboard,

1760
01:01:31.053 --> 01:01:31.934
one with you verbally.

1761
01:01:32.254 --> 01:01:33.614
They're going to ask you again,

1762
01:01:33.714 --> 01:01:36.415
can you articulate that plan of care back to us?

1763
01:01:36.896 --> 01:01:38.196
We go over that plan of care

1764
01:01:38.896 --> 01:01:39.977
10 times a day.

1765
01:01:40.317 --> 01:01:41.497
When I do leader rounding,

1766
01:01:41.498 --> 01:01:43.198
we're going to go over that plan of care again.

1767
01:01:43.718 --> 01:01:45.679
I'm going to go over it with you and ask you to articulate it.

1768
01:01:45.680 --> 01:01:47.720
The physician's going to do it during his rounds.

1769
01:01:48.200 --> 01:01:49.861
But all of these handoffs,

1770
01:01:49.981 --> 01:01:52.742
it's critical that we're handing off your plan of care.

1771
01:01:52.782 --> 01:01:53.042
care.

1772
01:01:53.682 --> 01:01:57.404
And I want you to almost be annoyed how many times we go over the plan of care.

1773
01:01:57.724 --> 01:01:59.285
I never want any confusion from you.

1774
01:01:59.665 --> 01:02:02.586
I never want you to misunderstand something.

1775
01:02:02.866 --> 01:02:05.667
I never want to be using medical jargon that you don't understand.

1776
01:02:06.007 --> 01:02:06.868
We go over a lot.

1777
01:02:06.888 --> 01:02:08.949
It gives you a lot of opportunities to ask questions,

1778
01:02:08.989 --> 01:02:12.750
but that handoff from ED to inpatient is flawless.

1779
01:02:12.790 --> 01:02:18.012
And you'd be impressed by the care just as much in the inpatient setting as you are in the.

1780
01:02:18.013 --> 01:02:18.133
I was,

1781
01:02:18.134 --> 01:02:19.013
I was,

1782
01:02:20.433 --> 01:02:20.814
happened to me.

1783
01:02:21.154 --> 01:02:21.474
I was.

1784
01:02:22.246 --> 01:02:24.528
This is something that this is going to air later on,

1785
01:02:24.949 --> 01:02:26.170
but I want to ask this question.

1786
01:02:26.171 --> 01:02:28.652
I'm going to get you this clip because it's important to the,

1787
01:02:28.653 --> 01:02:29.893
to the facility and what you're doing.

1788
01:02:30.393 --> 01:02:32.535
And so I felt I'm calling an audible on this one,

1789
01:02:33.276 --> 01:02:39.341
the Guinness world record attempt at Allegiant stadium on June 13th for most people performing

1790
01:02:39.742 --> 01:02:41.163
CPR in 12 hours,

1791
01:02:41.583 --> 01:02:47.108
walk me through what happened and what set you out to accomplish this.

1792
01:02:47.408 --> 01:02:47.589
Yeah.

1793
01:02:48.509 --> 01:02:48.630
Well,

1794
01:02:48.631 --> 01:02:48.870
I think.

1795
01:02:49.890 --> 01:02:50.131
You know,

1796
01:02:50.211 --> 01:02:50.351
look,

1797
01:02:50.651 --> 01:02:58.996
we want to give back to the community in more ways than just caring for people sort of on the back end of when they're having a traumatic experience.

1798
01:02:59.016 --> 01:03:10.762
And so we look for partners and people who care as much as we do and people who want to influence the lives from a safety perspective across our entire city.

1799
01:03:11.143 --> 01:03:13.544
And we take a lot of pride in giving back to the community.

1800
01:03:13.604 --> 01:03:17.126
And so we have an absolutely incredible...

1801
01:03:17.126 --> 01:03:46.878
incredible intensivist and so an intensivist is sort of like a hospitalist but they're in our icu higher level of of acuity for those patients and these intensivists are your quarterbacks of care when you're in the acu but we've been fortunate enough with our close proximity to the raiders the chief medical officer for the raiders dr navdeep singh is on our staff here at west hospital um and he's one of those doctors that staff fight over getting on the same shift of him Just an.

1802
01:03:47.218 --> 01:03:49.360
a very special human being.

1803
01:03:49.981 --> 01:03:51.401
I can't say enough about him.

1804
01:03:51.422 --> 01:03:53.403
We're so lucky to have him here in the city.

1805
01:03:54.104 --> 01:03:54.684
And so Dr.

1806
01:03:54.744 --> 01:03:55.965
Singh and I've had a relationship,

1807
01:03:56.627 --> 01:03:57.847
prior to us even opening.

1808
01:03:57.848 --> 01:03:59.048
And he came to me and said,

1809
01:03:59.808 --> 01:04:01.690
I really want to do something special.

1810
01:04:02.230 --> 01:04:03.692
And I have this idea.

1811
01:04:04.192 --> 01:04:11.818
And this idea came to him because of something similar that happened with someone close within his family.

1812
01:04:11.918 --> 01:04:12.038
So,

1813
01:04:12.039 --> 01:04:12.879
um,

1814
01:04:12.919 --> 01:04:15.681
a close friend of his son's actually passed away.

1815
01:04:16.466 --> 01:04:28.410
because of having a cardiac event and no one was there to be able to start those life-saving compressions on him so um he said i want to break a world record by teaching people

1816
01:04:29.144 --> 01:04:32.065
and getting people out to learn how to do CPR.

1817
01:04:32.646 --> 01:04:35.707
And I don't think the words could come out fast enough out of my mouth to say,

1818
01:04:35.847 --> 01:04:36.107
I'm in.

1819
01:04:36.547 --> 01:04:37.327
How do we do this?

1820
01:04:38.208 --> 01:04:39.909
So this has been a labor of love for us.

1821
01:04:39.989 --> 01:04:42.970
We've been doing this and planning this for about a year and a half now.

1822
01:04:43.750 --> 01:04:46.051
So we are partnering with the Las Vegas Raiders,

1823
01:04:46.191 --> 01:04:46.911
Intermountain Health,

1824
01:04:46.951 --> 01:04:52.694
and West Henderson Hospital are going to be the three entities going for the world record.

1825
01:04:52.914 --> 01:04:55.475
So this will be at Allegiant Stadium.

1826
01:04:56.315 --> 01:04:57.396
Participants will get to go.

1827
01:04:58.408 --> 01:05:16.876
and three really cool areas so there's one area of the stadium called the champions lounge this is normally like a vip area a really beautiful area with like a bar and and and kitchen area to serve guests there all the participants will go into the stadium start there with a briefing video by

1828
01:05:16.916 --> 01:05:24.960
one of the players uh that's on the raiders uh they'll then go out onto the field so you're going to go get to walk into allegiance stadium go you

1829
01:05:25.100 --> 01:05:40.633
down on the field where all the superstars are and we're going to have lots of mannequins laid out and you're going to get to go attempt a world record attempt of performing cpr on a mannequin for 30 seconds if

1830
01:05:40.653 --> 01:05:53.324
people haven't ever performed cpr before no problem we have educational video and then we're going to have a training area out on the field with cpr certified folks they're going to be able to say let me show you how to do this first let me

1831
01:05:53.424 --> 01:06:12.675
build your confidence before you go do the actual attempt so they'll just have to do 30 seconds of hands-only cpr and a mannequin when they're done they'll then get to go up to the Coors Light landing area of the stadium where you see the big torch we'll have all sorts of activities engagement refreshments

1832
01:06:12.695 --> 01:06:21.240
from everyone and it's going to be a phenomenal event the current world record is 3,319 and I mean come on Vegas

1833
01:06:21.440 --> 01:06:24.561
we can beat that record and we can save lives when we're doing it.

1834
01:06:24.621 --> 01:06:24.741
So

1835
01:06:25.422 --> 01:06:27.443
I'm really proud to work with

1836
01:06:28.143 --> 01:06:28.843
Dr. Singh,

1837
01:06:28.883 --> 01:06:30.464
the Raiders of Intermountain on this.

1838
01:06:30.504 --> 01:06:33.625
And I think it's going to be a phenomenal event for our city.

1839
01:06:34.226 --> 01:06:40.288
A lot of hopefully national attention around this event for doing something good for our community.

1840
01:06:40.829 --> 01:06:41.509
Great.

1841
01:06:41.709 --> 01:06:42.109
It's great.

1842
01:06:42.790 --> 01:06:46.611
What other community organizations does Wes Henderson partner with regularly?

1843
01:06:47.332 --> 01:06:47.452
So,

1844
01:06:47.472 --> 01:06:48.132
um,

1845
01:06:48.496 --> 01:06:48.876
Obviously,

1846
01:06:48.976 --> 01:06:50.938
I'm close with the American Heart Association,

1847
01:06:51.038 --> 01:06:56.382
but one of the events that we do here at the hospital is called a First Friday event.

1848
01:06:56.822 --> 01:07:01.266
And so we sat down again as a team and just said,

1849
01:07:01.866 --> 01:07:06.150
we don't want to just be known as a place where you go to for a traumatic event.

1850
01:07:06.450 --> 01:07:12.955
We want to be known as your community hospital where we do events and we give back to the community.

1851
01:07:13.195 --> 01:07:13.315
So,

1852
01:07:13.335 --> 01:07:14.316
um,

1853
01:07:14.736 --> 01:07:16.317
Our director of provider relations,

1854
01:07:16.397 --> 01:07:16.998
Troy Traynor,

1855
01:07:17.018 --> 01:07:19.820
had this awesome idea and sort of said,

1856
01:07:19.920 --> 01:07:20.060
well,

1857
01:07:20.120 --> 01:07:24.263
what if we did a first Friday event and really brought the community to us?

1858
01:07:25.004 --> 01:07:27.325
And we all kind of sat there and smiled and said,

1859
01:07:27.565 --> 01:07:28.606
that's pretty special.

1860
01:07:28.946 --> 01:07:29.627
Let's do that.

1861
01:07:29.967 --> 01:07:33.530
So we started those in October of last year.

1862
01:07:33.550 --> 01:07:34.931
We continued them through May.

1863
01:07:35.972 --> 01:07:41.776
We're taking a pause because it's just so hot outside and we just don't want people getting sort of overwhelmed by the heat.

1864
01:07:42.176 --> 01:07:44.137
We'll probably kick them back up again in October,

1865
01:07:44.197 --> 01:07:46.118
probably do three in the fall and three in the spring.

1866
01:07:46.778 --> 01:07:50.940
But in terms of who we've partnered with through the American Heart Association,

1867
01:07:50.1000 --> 01:07:53.981
we have a program through there called the Kids Heart Challenge.

1868
01:07:54.521 --> 01:07:55.582
And if you remember like D.A.R.E.

1869
01:07:55.922 --> 01:07:56.762
when we were growing up,

1870
01:07:57.443 --> 01:07:58.583
it's similar to D.A.R.E.,

1871
01:07:58.863 --> 01:08:03.745
but everything is about something healthy and teaching kids the right way to live a healthy lifestyle.

1872
01:08:04.245 --> 01:08:05.626
So we go into schools.

1873
01:08:06.106 --> 01:08:08.107
The leader of that program is Leland Brandon.

1874
01:08:08.147 --> 01:08:09.248
He is phenomenal.

1875
01:08:10.464 --> 01:08:13.045
No one has more energy than Leland with all the kids,

1876
01:08:13.405 --> 01:08:19.286
but he's known all around this valley for getting in the schools and sort of being that Kids Heart Challenge leader.

1877
01:08:19.907 --> 01:08:21.047
And so within these schools,

1878
01:08:21.107 --> 01:08:26.588
kids can raise funds for the American Heart Association for life-saving research and education.

1879
01:08:27.749 --> 01:08:28.069
And

1880
01:08:28.569 --> 01:08:33.470
Leland gets the kids excited about our categories.

1881
01:08:33.471 --> 01:08:35.451
And these categories can be things like,

1882
01:08:35.971 --> 01:08:37.171
are you drinking enough water?

1883
01:08:37.551 --> 01:08:38.672
Are you breathing clean air,

1884
01:08:38.712 --> 01:08:40.072
not smoking or vaping?

1885
01:08:40.392 --> 01:08:41.893
Are you exercising regularly?

1886
01:08:42.613 --> 01:08:44.514
Are you getting enough sleep at night?

1887
01:08:44.594 --> 01:08:48.137
Are you exercising and eating properly?

1888
01:08:48.337 --> 01:08:49.838
And when they do these things,

1889
01:08:49.858 --> 01:08:53.059
they get little awards and little key chains and the kids go wild for them.

1890
01:08:53.560 --> 01:09:02.365
And so we've had some schools around here who have been some of the highest fundraising schools for the Kids Heart Challenge throughout the United States,

1891
01:09:02.525 --> 01:09:03.586
even in the Western region.

1892
01:09:03.686 --> 01:09:06.067
So we've done

1893
01:09:06.767 --> 01:09:07.688
Southern Highlands Prep.

1894
01:09:08.176 --> 01:09:09.918
one of the highest fundraising schools,

1895
01:09:09.958 --> 01:09:13.482
we invited them to our first Friday event and said,

1896
01:09:13.863 --> 01:09:19.689
let's celebrate you for what you're doing for raising those funds for a cardiac-related issue,

1897
01:09:20.130 --> 01:09:23.634
but also let you meet some people who work in healthcare.

1898
01:09:24.074 --> 01:09:26.817
Meet that nurse that you might have an aspiration to be.

1899
01:09:27.117 --> 01:09:29.220
Meet that doctor who you might have.

1900
01:09:30.161 --> 01:09:34.962
dreams of becoming and learn that we're not a scary place.

1901
01:09:35.342 --> 01:09:38.363
You have community members and neighbors who work here,

1902
01:09:38.383 --> 01:09:40.344
who care about your safety and your health.

1903
01:09:40.444 --> 01:09:43.845
And we're here to give back to you and have you come on our site.

1904
01:09:44.065 --> 01:09:45.065
We have live music,

1905
01:09:45.165 --> 01:09:45.825
food trucks,

1906
01:09:45.985 --> 01:09:49.446
and normally a partner in the community that we want to work with.

1907
01:09:50.226 --> 01:09:51.627
So we've done Southern Highlands Prep.

1908
01:09:51.727 --> 01:09:53.347
We've done Pinecrest Sloan Canyon.

1909
01:09:53.387 --> 01:09:54.828
We've done Freus Elementary,

1910
01:09:55.648 --> 01:09:57.068
all sort of within our backyard.

1911
01:09:57.069 --> 01:09:59.209
And we have plans to do even more schools in the fall.

1912
01:09:59.973 --> 01:10:02.074
We've also had Vegas for Athletes,

1913
01:10:02.474 --> 01:10:09.856
amazing organization that is going around the city and giving free EKGs to kids around the city.

1914
01:10:10.597 --> 01:10:11.497
That's not normal.

1915
01:10:11.857 --> 01:10:13.958
That's someone else in our community saying,

1916
01:10:14.218 --> 01:10:17.779
I want this narrative to end and we're going to do big things in our community.

1917
01:10:18.539 --> 01:10:19.559
They've done over,

1918
01:10:19.599 --> 01:10:19.880
I think,

1919
01:10:19.881 --> 01:10:22.760
1,300 EKG screenings within the city.

1920
01:10:23.361 --> 01:10:24.101
they have

1921
01:10:24.697 --> 01:10:30.681
identified several kids with abnormalities and several of them with life-threatening abnormalities.

1922
01:10:31.442 --> 01:10:33.103
They have an event coming up called the

1923
01:10:33.744 --> 01:10:37.827
Summer Games that they're going to be doing all throughout the city starting this June.

1924
01:10:37.847 --> 01:10:40.428
So we're going to partner with them and go out there and do some good stuff.

1925
01:10:41.109 --> 01:10:47.333
But we like getting involved with social well-being and teaching people of how to be active,

1926
01:10:47.393 --> 01:10:48.094
how to get it out.

1927
01:10:48.694 --> 01:10:51.316
We've done sponsorships with Girls Youth Basketball,

1928
01:10:51.536 --> 01:10:52.197
Little League.

1929
01:10:52.949 --> 01:11:13.718
uh we're an exclusive sponsor down the street at chicken and pickle why because it's active and we're getting people outside and so uh we've got some more coming in the future but uh between everything with american heart association and getting out with these other organizations we're trying our very best to show the community that we're here for them and we're not going anywhere your your line of chicken and pill could be something like i

1930
01:11:13.738 --> 01:11:20.200
hope we never meet exactly but if we do you're in great hands yeah and that's what it is we say that to our patients every day hey,

1931
01:11:20.320 --> 01:11:21.661
thanks for placing your trust in.

1932
01:11:21.877 --> 01:11:22.217
and us.

1933
01:11:22.877 --> 01:11:24.618
It means the world to us that you came here.

1934
01:11:25.038 --> 01:11:26.659
I hope to never see you again,

1935
01:11:27.299 --> 01:11:27.880
but if you do,

1936
01:11:28.660 --> 01:11:32.281
I hope you give us the opportunity to care for you because it's a privilege to be able to do so.

1937
01:11:32.802 --> 01:11:33.202
It is,

1938
01:11:33.722 --> 01:11:33.982
it is,

1939
01:11:34.122 --> 01:11:34.822
it's refreshing.

1940
01:11:36.123 --> 01:11:38.984
You're a former collegiate and professional athlete.

1941
01:11:39.945 --> 01:11:42.846
How does that background translate into healthcare leadership?

1942
01:11:43.726 --> 01:11:43.846
Yeah,

1943
01:11:43.886 --> 01:11:44.006
no,

1944
01:11:44.106 --> 01:11:44.367
I've been,

1945
01:11:44.547 --> 01:11:50.129
I've been fortunate enough to play college soccer at a high level at Duke University and then

1946
01:11:50.309 --> 01:11:53.852
was able to play professionally in the United States and in Europe for a little bit.

1947
01:11:54.012 --> 01:11:54.212
And

1948
01:11:55.233 --> 01:11:56.314
I think through all of that,

1949
01:11:56.334 --> 01:12:04.981
what it's really taught me is the power of really investing in your team and making sure that you're elevating each other.

1950
01:12:05.121 --> 01:12:11.907
And that has really translated into my career and healthcare because it's not just on my teammates,

1951
01:12:12.127 --> 01:12:12.367
right,

1952
01:12:12.407 --> 01:12:13.448
that I'm working with,

1953
01:12:13.568 --> 01:12:18.412
but we get to influence a massive community thing in healthcare.

1954
01:12:18.693 --> 01:12:18.813
So

1955
01:12:19.537 --> 01:12:20.778
It's really helped me lead.

1956
01:12:21.038 --> 01:12:25.681
It's helped me push on people when I know they don't want to be pushed,

1957
01:12:26.342 --> 01:12:30.185
but because I know I see something in them that they haven't quite seen themselves.

1958
01:12:31.405 --> 01:12:35.588
And it's also taught me a lot about competitive nature,

1959
01:12:36.649 --> 01:12:42.093
how to really push on things that matter and push collectively as a team.

1960
01:12:44.114 --> 01:12:44.895
I want to win,

1961
01:12:45.255 --> 01:12:47.777
but I want my team to win more than I want to win.

1962
01:12:48.093 --> 01:12:50.174
I want them to experience the success.

1963
01:12:50.294 --> 01:12:52.596
I want them to grind and go through things,

1964
01:12:53.036 --> 01:12:57.839
but know that it's all worth it at the end when you collectively get to stand up as a team and say,

1965
01:12:58.479 --> 01:12:59.660
look at what we did.

1966
01:12:59.880 --> 01:13:01.461
And it's even more special to say,

1967
01:13:01.961 --> 01:13:02.902
look at what we did,

1968
01:13:03.062 --> 01:13:04.843
but look at what we did for our community.

1969
01:13:05.583 --> 01:13:08.805
And you get to walk around this town now and be proud,

1970
01:13:09.145 --> 01:13:11.087
the organization that you get to represent.

1971
01:13:11.327 --> 01:13:13.508
So it's been meaningful.

1972
01:13:13.808 --> 01:13:14.689
I think the other thing,

1973
01:13:14.690 --> 01:13:14.809
you

1974
01:13:15.273 --> 01:13:20.875
And being in those competitive landscapes at high levels is you learn a lot about people.

1975
01:13:21.196 --> 01:13:23.877
You learn about what they can go through.

1976
01:13:24.177 --> 01:13:27.298
You learn about what motivates them.

1977
01:13:28.639 --> 01:13:30.539
Some people need a pat on the back a lot.

1978
01:13:30.700 --> 01:13:32.920
Some people need to be told you're better than that.

1979
01:13:32.921 --> 01:13:33.921
And I think you can do better.

1980
01:13:34.001 --> 01:13:35.882
Everybody's motivated by something different,

1981
01:13:36.122 --> 01:13:36.382
right?

1982
01:13:36.982 --> 01:13:41.104
And being in those teams in that environment and being leaders on those teams,

1983
01:13:41.124 --> 01:13:43.525
whether it was a captain or being in...

1984
01:13:44.125 --> 01:13:52.709
tough situations and big moments you get people's true colors when you know what hits the fan and

1985
01:13:53.809 --> 01:14:03.553
I've got he meant shit because he's a good guy so he's not going to say shit he meant shit like the poopable is shit go ahead but

1986
01:14:04.253 --> 01:14:12.877
I feel so fortunate I just have so many people that I'm surrounded with that just care so much and you

1987
01:14:13.381 --> 01:14:17.025
want to bust their butts for each other and for the community.

1988
01:14:17.085 --> 01:14:17.826
My next question,

1989
01:14:17.846 --> 01:14:18.867
and I'm going to preface this,

1990
01:14:18.887 --> 01:14:20.088
but I think the answer is,

1991
01:14:20.649 --> 01:14:21.410
the next question is,

1992
01:14:21.890 --> 01:14:25.033
what do you see as the most important role of a hospital CEO?

1993
01:14:25.814 --> 01:14:26.175
For me,

1994
01:14:26.715 --> 01:14:28.577
I would say it's being able,

1995
01:14:28.637 --> 01:14:29.858
and you can do this well,

1996
01:14:29.898 --> 01:14:30.940
it's reading people.

1997
01:14:31.220 --> 01:14:31.480
Yeah.

1998
01:14:31.760 --> 01:14:32.141
Whether it's...

1999
01:14:32.984 --> 01:14:33.904
people coming in,

2000
01:14:34.624 --> 01:14:35.465
your clientele,

2001
01:14:35.805 --> 01:14:36.505
your customers,

2002
01:14:37.165 --> 01:14:37.665
patients,

2003
01:14:38.105 --> 01:14:40.366
or your team that you have here.

2004
01:14:41.866 --> 01:14:42.587
Am I right with that?

2005
01:14:42.588 --> 01:14:43.107
It's huge.

2006
01:14:43.287 --> 01:14:44.007
It's massive,

2007
01:14:44.087 --> 01:14:44.367
right?

2008
01:14:44.407 --> 01:14:46.308
And so a lot of that,

2009
01:14:47.148 --> 01:14:47.388
you know,

2010
01:14:48.088 --> 01:14:53.350
I think people get sort of lost on this idea of a hospital CEO and what they do.

2011
01:14:53.530 --> 01:14:53.730
But

2012
01:14:54.570 --> 01:15:02.432
I'm a leader and I'm surrounded by other leaders and we build teams and we go after goals and metrics and things that we want to influence.

2013
01:15:02.552 --> 01:15:03.993
But you're absolutely right.

2014
01:15:04.033 --> 01:15:06.335
We've got to get the right people in the room.

2015
01:15:07.015 --> 01:15:07.295
And

2016
01:15:09.197 --> 01:15:13.720
I think that's one of my major responsibilities is getting the right team.

2017
01:15:15.481 --> 01:15:19.664
I want people who care as much as I do.

2018
01:15:20.204 --> 01:15:21.905
I want to see that and feel that.

2019
01:15:21.985 --> 01:15:26.949
And people might not have all the technical ability or the education yet.

2020
01:15:27.329 --> 01:15:28.250
I can teach that.

2021
01:15:28.410 --> 01:15:30.091
We can work with you on that.

2022
01:15:30.191 --> 01:15:31.732
But show me that you care.

2023
01:15:32.232 --> 01:15:35.914
Show me that you value our core values as much as we do.

2024
01:15:36.614 --> 01:15:38.415
And then you get to be on the team.

2025
01:15:38.755 --> 01:15:41.556
And then I will invest in you because I'm going to pack your parachute,

2026
01:15:41.716 --> 01:15:43.017
make you reach your full potential.

2027
01:15:43.097 --> 01:15:45.198
So that's priority number one.

2028
01:15:46.379 --> 01:15:46.679
And yeah,

2029
01:15:46.719 --> 01:15:48.159
I think I look,

2030
01:15:48.259 --> 01:15:51.081
I'm the youngest of two of three kids.

2031
01:15:52.141 --> 01:15:54.422
My parents were absolutely phenomenal.

2032
01:15:54.922 --> 01:15:56.363
My brother's 10 years older than me.

2033
01:15:56.383 --> 01:15:57.784
My sister's eight years older than me.

2034
01:15:58.208 --> 01:16:01.851
I feel pretty spoiled to be able to almost get raised by like two sets of parents.

2035
01:16:01.971 --> 01:16:03.212
And when

2036
01:16:03.813 --> 01:16:07.055
I spent my life out at soccer fields around older,

2037
01:16:07.636 --> 01:16:07.876
you know,

2038
01:16:08.857 --> 01:16:17.444
my brother and sister's friends and watching and you take a lot away from that and you learn that emotional intelligence.

2039
01:16:17.445 --> 01:16:24.890
And so it's a big part of the role of being able to read situations and understand stuff for the patients or for your staff.

2040
01:16:24.970 --> 01:16:26.732
But I think the two.

2041
01:16:27.284 --> 01:16:30.367
The two areas that I would say for me that are most important,

2042
01:16:30.587 --> 01:16:30.787
and

2043
01:16:31.808 --> 01:16:34.410
I sort of make fun of the CEO title at times.

2044
01:16:34.411 --> 01:16:34.750
I'm like,

2045
01:16:34.790 --> 01:16:35.050
okay,

2046
01:16:35.271 --> 01:16:35.511
you know,

2047
01:16:36.772 --> 01:16:37.593
it's three letters,

2048
01:16:37.613 --> 01:16:40.715
and I think it's given more weight than it really needs to.

2049
01:16:41.536 --> 01:16:45.339
I see myself in the hospital as a hospital CEO,

2050
01:16:45.519 --> 01:16:47.181
as the chief quality officer,

2051
01:16:47.621 --> 01:16:49.262
and the chief vision officer.

2052
01:16:49.903 --> 01:16:55.988
And my team knows quality and safety are above everything else.

2053
01:16:56.148 --> 01:17:00.211
It's safety first and everything that I am going to be pushing is on quality.

2054
01:17:00.751 --> 01:17:02.753
We have a weekly quality meeting.

2055
01:17:03.033 --> 01:17:03.934
We don't meet every month.

2056
01:17:04.294 --> 01:17:05.975
We don't meet every quarter.

2057
01:17:06.455 --> 01:17:07.536
Every single week,

2058
01:17:07.936 --> 01:17:15.862
I am going to have key players in the room going over all the metrics that make up CMS star rating and make up leapfrog.

2059
01:17:16.122 --> 01:17:16.402
Why?

2060
01:17:16.803 --> 01:17:19.084
Not because I want the accolades of those things.

2061
01:17:19.104 --> 01:17:21.826
That's the collateral that comes with putting safety.

2062
01:17:23.167 --> 01:17:23.988
But it's because...

2063
01:17:24.284 --> 01:17:26.205
If your family member comes in here,

2064
01:17:26.465 --> 01:17:33.987
I want to know that they're getting the absolute best outcomes that they could possibly get so that they can still be a valuable person in our community.

2065
01:17:33.988 --> 01:17:38.648
So that your life doesn't get dramatically impacted because we did something wrong.

2066
01:17:38.688 --> 01:17:43.909
And we like to say we have a healthy obsession with quality here.

2067
01:17:44.429 --> 01:17:46.110
And we have done a phenomenal job.

2068
01:17:46.111 --> 01:17:48.070
And I think we're setting a bar for high quality.

2069
01:17:49.091 --> 01:17:51.891
And so that is going to be priority number one as a hospital CEO.

2070
01:17:52.872 --> 01:17:53.652
The other thing...

2071
01:17:54.937 --> 01:17:56.798
I say that I'm the chief vision of,

2072
01:17:57.498 --> 01:17:59.860
and let me explain what that means.

2073
01:17:59.920 --> 01:18:00.160
Right.

2074
01:18:00.480 --> 01:18:03.462
And I think this doesn't just apply to me as a hospital CEO,

2075
01:18:03.642 --> 01:18:05.684
but like any leader in any industry,

2076
01:18:06.484 --> 01:18:18.092
most employees are going to leave an organization or leave their boss because they're frustrated because they don't understand the who,

2077
01:18:18.232 --> 01:18:18.412
what,

2078
01:18:18.472 --> 01:18:18.632
when,

2079
01:18:18.692 --> 01:18:18.893
where,

2080
01:18:18.913 --> 01:18:19.093
why,

2081
01:18:19.153 --> 01:18:23.135
how people will work for a while and they'll do stuff because,

2082
01:18:23.275 --> 01:18:23.556
you know,

2083
01:18:23.716 --> 01:18:23.916
that

2084
01:18:24.256 --> 01:18:26.238
They're passionate about why they got into it.

2085
01:18:26.658 --> 01:18:29.360
But when they're frustrated and they don't understand what they're doing,

2086
01:18:30.201 --> 01:18:31.682
that can only last for so long.

2087
01:18:31.782 --> 01:18:33.764
So the analogy I always use is,

2088
01:18:34.825 --> 01:18:34.985
Jeff,

2089
01:18:35.045 --> 01:18:36.306
that would be like me saying,

2090
01:18:36.907 --> 01:18:37.027
hey,

2091
01:18:37.028 --> 01:18:38.068
you see that car down there?

2092
01:18:38.268 --> 01:18:39.809
I want you to get in it and drive.

2093
01:18:40.310 --> 01:18:40.730
And you're like,

2094
01:18:41.811 --> 01:18:42.391
where am I going?

2095
01:18:42.431 --> 01:18:42.631
I go,

2096
01:18:42.632 --> 01:18:42.752
no,

2097
01:18:42.753 --> 01:18:42.872
no,

2098
01:18:42.873 --> 01:18:42.972
no,

2099
01:18:43.272 --> 01:18:43.832
just drive.

2100
01:18:44.613 --> 01:18:44.933
You're like,

2101
01:18:45.414 --> 01:18:45.654
all right,

2102
01:18:45.655 --> 01:18:45.794
well,

2103
01:18:45.814 --> 01:18:47.475
we're in the middle of a podcast.

2104
01:18:47.616 --> 01:18:51.359
Am I going east-west on St.

2105
01:18:51.399 --> 01:18:51.639
Rose?

2106
01:18:51.640 --> 01:18:51.879
And I go,

2107
01:18:51.959 --> 01:18:52.079
no,

2108
01:18:52.239 --> 01:18:52.640
just drive.

2109
01:18:53.648 --> 01:18:53.768
Say,

2110
01:18:53.848 --> 01:18:54.128
well,

2111
01:18:54.469 --> 01:18:54.689
you know,

2112
01:18:54.690 --> 01:18:55.890
I've got other things to do today.

2113
01:18:55.910 --> 01:18:59.393
Am I going to be done with this drive by at least like two o'clock?

2114
01:18:59.394 --> 01:18:59.713
And I said,

2115
01:18:59.873 --> 01:18:59.993
no,

2116
01:19:00.093 --> 01:19:00.614
just drive.

2117
01:19:01.735 --> 01:19:02.175
And you're like,

2118
01:19:02.676 --> 01:19:02.816
well,

2119
01:19:03.256 --> 01:19:05.438
is there any particular place that I'm going?

2120
01:19:05.478 --> 01:19:05.638
And

2121
01:19:06.319 --> 01:19:06.679
I just say,

2122
01:19:06.779 --> 01:19:06.899
no,

2123
01:19:07.019 --> 01:19:07.500
just drive.

2124
01:19:07.840 --> 01:19:08.761
You might do it once,

2125
01:19:09.041 --> 01:19:10.302
but by the time you get down in your car,

2126
01:19:10.303 --> 01:19:10.642
you're going,

2127
01:19:10.702 --> 01:19:12.484
what the heck is he telling me to do?

2128
01:19:12.624 --> 01:19:13.084
This is,

2129
01:19:13.645 --> 01:19:14.585
this is ridiculous.

2130
01:19:14.606 --> 01:19:16.607
I don't even know what I'm supposed to be doing now.

2131
01:19:16.627 --> 01:19:18.709
I don't even know if I'm going in the right direction.

2132
01:19:19.069 --> 01:19:20.250
And that's very frustrating.

2133
01:19:21.111 --> 01:19:22.192
But as a leader.

2134
01:19:22.596 --> 01:19:26.303
My job is to articulate the vision very clearly for people.

2135
01:19:26.824 --> 01:19:26.944
Now,

2136
01:19:26.945 --> 01:19:28.908
if I take that same analogy and I say to you,

2137
01:19:28.928 --> 01:19:29.048
hey,

2138
01:19:29.088 --> 01:19:29.289
Jeff,

2139
01:19:29.329 --> 01:19:30.351
you see that car down there?

2140
01:19:30.752 --> 01:19:31.353
That's mine.

2141
01:19:31.413 --> 01:19:32.094
It's brand new.

2142
01:19:32.294 --> 01:19:32.916
Here's the keys.

2143
01:19:33.755 --> 01:19:38.199
I want you to get on the I-15 and you're going to drive north and you're going to get off on this exact exit.

2144
01:19:38.579 --> 01:19:42.863
You're going to go to this location and I have someone waiting in the main area for you,

2145
01:19:42.943 --> 01:19:44.204
the lobby of where you're going,

2146
01:19:44.484 --> 01:19:45.585
and they're going to give you a box.

2147
01:19:46.025 --> 01:19:48.467
And it'll take you approximately 15 minutes to get there,

2148
01:19:48.888 --> 01:19:50.029
five to have that interaction,

2149
01:19:50.089 --> 01:19:51.210
another 15 to get back.

2150
01:19:52.090 --> 01:19:52.210
Oh,

2151
01:19:52.211 --> 01:19:52.691
by the way,

2152
01:19:52.791 --> 01:19:53.892
my chief nursing officer,

2153
01:19:53.972 --> 01:19:54.252
Joyce,

2154
01:19:54.272 --> 01:19:55.013
has been there before.

2155
01:19:55.033 --> 01:19:56.494
I'm going to put her in the passenger seat.

2156
01:19:56.534 --> 01:19:57.455
She's going to go with you.

2157
01:19:58.175 --> 01:20:00.217
I've got you AAA if you get a flat tire.

2158
01:20:00.257 --> 01:20:02.039
I've got you GPS if you...

2159
01:20:02.835 --> 01:20:05.156
sort of need the extra directions on the way there.

2160
01:20:05.456 --> 01:20:06.776
And here's my cell phone number.

2161
01:20:06.896 --> 01:20:09.737
Call me any way along the way and I'll make sure you get there.

2162
01:20:10.177 --> 01:20:11.197
And if you could do that for me,

2163
01:20:11.337 --> 01:20:15.259
it'd mean the world to me and it'd show me how much of a great teammate you are.

2164
01:20:15.919 --> 01:20:16.719
That is a vision.

2165
01:20:17.319 --> 01:20:21.240
And people will follow that vision if you articulate it right.

2166
01:20:21.340 --> 01:20:22.641
But it's not just one time.

2167
01:20:22.801 --> 01:20:25.041
It is over and over and over.

2168
01:20:25.181 --> 01:20:26.442
I tell my team all the time,

2169
01:20:27.342 --> 01:20:30.483
you can talk until you're blue in the face and you can tell these visions.

2170
01:20:30.987 --> 01:20:31.227
you know,

2171
01:20:31.287 --> 01:20:32.508
expectations for everyone.

2172
01:20:32.509 --> 01:20:34.029
You can go over this information,

2173
01:20:34.569 --> 01:20:37.050
but the reality is about 50%

2174
01:20:37.411 --> 01:20:39.512
of the people actually captured what you were saying.

2175
01:20:40.092 --> 01:20:44.074
Your job is to do this over,

2176
01:20:44.575 --> 01:20:45.695
And when you do that,

2177
01:20:46.055 --> 01:20:49.277
you're going to get people who magnetize towards you who say,

2178
01:20:49.577 --> 01:20:50.858
I always know what's going on.

2179
01:20:50.859 --> 01:20:53.279
It doesn't matter who I am in the organization.

2180
01:20:53.519 --> 01:20:59.663
It doesn't matter if I'm the starter on the team that's out on the field or the guy on the bench that doesn't get a lot of time that coach

2181
01:21:00.339 --> 01:21:04.320
communicates the vision and where I fit within that vision constantly.

2182
01:21:04.880 --> 01:21:07.881
And that is what builds a really good team.

2183
01:21:08.281 --> 01:21:14.703
And it builds a lot of people who rally around that vision so that they're not confused on what they're doing.

2184
01:21:14.943 --> 01:21:15.963
They know what they're doing.

2185
01:21:16.083 --> 01:21:22.145
And our priority goes back to quality and safety because we know that that's a priority out of the facility.

2186
01:21:22.185 --> 01:21:22.445
And so

2187
01:21:24.226 --> 01:21:28.987
I pride myself a lot on making sure that I am the chief quality officer and the chief vision.

2188
01:21:29.715 --> 01:21:30.556
as a hospital to you.

2189
01:21:31.996 --> 01:21:33.857
Being the baby of three,

2190
01:21:33.917 --> 01:21:35.718
like really like a big age difference,

2191
01:21:36.198 --> 01:21:39.179
do you find that you have a heightened sense of empathy?

2192
01:21:39.579 --> 01:21:39.739
Yeah.

2193
01:21:39.999 --> 01:21:41.680
And does that help in curating,

2194
01:21:42.080 --> 01:21:42.340
you know,

2195
01:21:42.461 --> 01:21:47.162
the drive and vision and culture that's created here at West Henderson Hospital?

2196
01:21:47.203 --> 01:21:48.163
A thousand percent.

2197
01:21:50.084 --> 01:21:56.026
It's hard to get away from it at times because anyone that works in healthcare will tell you this,

2198
01:21:56.066 --> 01:21:57.267
we feel very strongly.

2199
01:21:58.111 --> 01:22:01.012
We all got in this industry because we like helping.

2200
01:22:02.072 --> 01:22:02.632
We're going to do that.

2201
01:22:02.633 --> 01:22:07.094
Let's do a damn good job of that and make sure that we are leading the pack.

2202
01:22:07.754 --> 01:22:08.634
But yeah,

2203
01:22:08.694 --> 01:22:08.854
again,

2204
01:22:08.894 --> 01:22:13.795
I've been extremely blessed to not only have some amazing siblings and parents,

2205
01:22:13.815 --> 01:22:14.656
but family around me.

2206
01:22:14.736 --> 01:22:15.476
My wife is,

2207
01:22:15.696 --> 01:22:16.016
I mean,

2208
01:22:16.256 --> 01:22:17.136
you've met Carol,

2209
01:22:17.216 --> 01:22:20.097
just another level of human being.

2210
01:22:20.937 --> 01:22:25.499
And it's really helped me within my career to have those people to go and say,

2211
01:22:25.599 --> 01:22:26.659
here's what I'm experiencing.

2212
01:22:27.007 --> 01:22:27.567
What would you do?

2213
01:22:27.747 --> 01:22:28.507
What do you think?

2214
01:22:28.908 --> 01:22:32.068
And know that you're going to get not only just advice,

2215
01:22:32.108 --> 01:22:34.969
but impeccable advice that you can apply.

2216
01:22:35.049 --> 01:22:38.910
But it's absolutely helped me become a better leader,

2217
01:22:39.110 --> 01:22:42.171
a better compassionate person within the hospital,

2218
01:22:43.191 --> 01:22:45.012
but to really feel what people are going through,

2219
01:22:45.652 --> 01:22:48.753
through the person in an emergent situation.

2220
01:22:48.754 --> 01:22:53.694
I want to switch gears a little bit now and talk about your employees here.

2221
01:22:53.695 --> 01:22:54.615
Yeah.

2222
01:22:54.616 --> 01:22:56.175
The Serenity Suite for employees.

2223
01:22:57.280 --> 01:23:03.002
whose idea was that and what does it say about how you think about your staff?

2224
01:23:04.062 --> 01:23:04.222
Yeah.

2225
01:23:04.302 --> 01:23:04.422
So,

2226
01:23:04.423 --> 01:23:05.283
um,

2227
01:23:06.503 --> 01:23:06.623
I,

2228
01:23:06.624 --> 01:23:09.644
I don't exactly remember whose exact idea it was,

2229
01:23:09.664 --> 01:23:11.345
but I'm leaning towards Joyce,

2230
01:23:11.726 --> 01:23:12.365
Miloskvits,

2231
01:23:12.445 --> 01:23:12.566
our,

2232
01:23:12.726 --> 01:23:13.466
our CNO.

2233
01:23:13.546 --> 01:23:14.506
Um,

2234
01:23:14.586 --> 01:23:18.348
we actually started this when we were back at Desert Springs hospital,

2235
01:23:18.729 --> 01:23:20.169
before we closed that we have that here.

2236
01:23:20.189 --> 01:23:22.950
So when we were building this at West Henderson,

2237
01:23:22.990 --> 01:23:23.510
it was like,

2238
01:23:23.790 --> 01:23:24.390
no brainer,

2239
01:23:24.391 --> 01:23:25.331
we have to do this,

2240
01:23:25.471 --> 01:23:25.671
but.

2241
01:23:26.303 --> 01:23:29.965
So the Serenity Suite has three really nice,

2242
01:23:30.125 --> 01:23:32.666
very expensive massage chairs.

2243
01:23:32.667 --> 01:23:33.546
It's the ones you get at Costco.

2244
01:23:33.826 --> 01:23:34.006
Yeah,

2245
01:23:34.206 --> 01:23:34.366
yeah.

2246
01:23:34.547 --> 01:23:34.687
Like,

2247
01:23:34.707 --> 01:23:35.667
they're nice.

2248
01:23:35.687 --> 01:23:36.267
They're legit.

2249
01:23:36.367 --> 01:23:36.527
Yeah,

2250
01:23:36.647 --> 01:23:37.068
they're legit.

2251
01:23:37.088 --> 01:23:37.588
They're legit.

2252
01:23:37.828 --> 01:23:37.968
Yeah.

2253
01:23:38.548 --> 01:23:43.190
So an entirely dedicated space in West Henderson Hospital.

2254
01:23:43.650 --> 01:23:44.090
First come,

2255
01:23:44.110 --> 01:23:48.472
first serve for any of our employees to go and hang out,

2256
01:23:48.552 --> 01:23:49.153
take a break,

2257
01:23:49.373 --> 01:23:53.294
and get a really nice massage in the middle of their very stressful day.

2258
01:23:54.155 --> 01:23:54.695
But for us,

2259
01:23:54.955 --> 01:23:55.195
I mean,

2260
01:23:55.295 --> 01:23:58.338
I wish I could do so much more than that for our employees.

2261
01:23:58.818 --> 01:24:01.060
These people give so much of themselves.

2262
01:24:03.022 --> 01:24:04.103
They sacrifice.

2263
01:24:04.343 --> 01:24:10.168
And that's a word that I always come back to is like the sacrifices that they make to care for other people,

2264
01:24:10.808 --> 01:24:14.211
not just on the daily routine of being here and putting in the long

2265
01:24:14.632 --> 01:24:15.733
12-hour shift or,

2266
01:24:16.814 --> 01:24:17.054
you know,

2267
01:24:17.134 --> 01:24:19.035
the long nights or the early mornings.

2268
01:24:19.115 --> 01:24:22.438
But there's a sacrifice that their family has to make as well.

2269
01:24:23.539 --> 01:24:26.583
I don't think people realize that in the service industry,

2270
01:24:26.723 --> 01:24:27.744
whether it's health care,

2271
01:24:27.865 --> 01:24:31.729
education or our first responders or police officers.

2272
01:24:34.192 --> 01:24:37.253
their family takes a brunt of that sacrifice as well.

2273
01:24:37.293 --> 01:24:39.514
And so that's the least that we could do.

2274
01:24:40.194 --> 01:24:41.395
Before we opened the hospital,

2275
01:24:41.396 --> 01:24:45.777
we had family night where we invited all the employees to show off the facility to their families.

2276
01:24:45.837 --> 01:24:45.957
And

2277
01:24:46.557 --> 01:24:51.019
Serenity Suite was certainly a popular area on that night.

2278
01:24:51.959 --> 01:24:58.622
But we have a bunch of A players here at West Henderson who just give so much of themselves.

2279
01:24:58.662 --> 01:25:03.164
So it was an easy add for us to make sure that they had a safe space to go in and relax.

2280
01:25:03.924 --> 01:25:04.664
I saw it and I was like,

2281
01:25:04.665 --> 01:25:05.205
are you kidding me?

2282
01:25:05.885 --> 01:25:06.745
This is bananas.

2283
01:25:07.305 --> 01:25:08.405
This is bananas.

2284
01:25:09.466 --> 01:25:10.166
It's very cool.

2285
01:25:10.666 --> 01:25:10.926
Also,

2286
01:25:11.446 --> 01:25:12.787
you saw it's got a great view,

2287
01:25:12.867 --> 01:25:13.087
right?

2288
01:25:13.088 --> 01:25:14.747
They have windows in there you can look at.

2289
01:25:14.847 --> 01:25:19.009
And throughout the facility,

2290
01:25:19.469 --> 01:25:22.550
whether it's offices or break rooms for staff,

2291
01:25:23.050 --> 01:25:25.791
we have windows for them to be able to look out.

2292
01:25:25.971 --> 01:25:29.372
Hospitals are places where oftentimes there's not a lot of sunlight coming in.

2293
01:25:30.692 --> 01:25:32.834
And so huge windows and patients rooms,

2294
01:25:32.854 --> 01:25:36.897
but we want to make sure that our employees are able to get some sunlight throughout the day as well.

2295
01:25:37.597 --> 01:25:39.518
So it was a big call for us to do.

2296
01:25:40.199 --> 01:25:40.879
Details matter.

2297
01:25:41.180 --> 01:25:41.660
Absolutely.

2298
01:25:42.020 --> 01:25:44.582
And you didn't inherit this facility.

2299
01:25:44.642 --> 01:25:45.122
You built it,

2300
01:25:45.643 --> 01:25:46.063
right?

2301
01:25:46.064 --> 01:25:46.744
You oversaw it.

2302
01:25:46.864 --> 01:25:56.190
And so you can see that it was done with meticulous idiosyncratic detail that almost every square foot,

2303
01:25:57.011 --> 01:25:57.311
you know,

2304
01:25:57.711 --> 01:25:58.312
has a reason.

2305
01:25:59.472 --> 01:25:59.952
It does.

2306
01:26:00.733 --> 01:26:01.913
I think what UHS,

2307
01:26:01.953 --> 01:26:02.653
our parent company,

2308
01:26:02.733 --> 01:26:04.914
does is they're pretty darn good at this,

2309
01:26:05.094 --> 01:26:06.375
at building hospitals.

2310
01:26:06.615 --> 01:26:09.376
And we've gotten better every time that we've done it.

2311
01:26:09.556 --> 01:26:11.057
And we don't just build a hospital and go,

2312
01:26:11.058 --> 01:26:11.177
hey,

2313
01:26:11.297 --> 01:26:11.477
well,

2314
01:26:12.557 --> 01:26:14.898
the lessons learned from that only apply to that market.

2315
01:26:14.918 --> 01:26:15.038
No,

2316
01:26:15.138 --> 01:26:17.279
we share that across the entire company.

2317
01:26:19.100 --> 01:26:23.522
Our design and construction team has been phenomenal.

2318
01:26:25.503 --> 01:26:28.384
SR Construction who built the hospital for us where

2319
01:26:28.624 --> 01:26:29.665
intimately involved.

2320
01:26:29.666 --> 01:26:35.730
And so it was an army of people sitting down and putting quality and safety first,

2321
01:26:35.790 --> 01:26:40.474
putting the patient experience first and making sure that we thought through every detail.

2322
01:26:41.215 --> 01:26:46.939
The standard patient rooms that we have here are the same throughout any UHS facility in the country.

2323
01:26:47.680 --> 01:26:50.843
So we took a room and had every leader,

2324
01:26:50.983 --> 01:26:51.683
every nurse,

2325
01:26:51.803 --> 01:26:55.667
every chief nursing officer in the company with design and construction say,

2326
01:26:56.367 --> 01:26:57.088
where do we want?

2327
01:26:57.268 --> 01:26:58.890
everything placed in the room.

2328
01:26:59.190 --> 01:27:01.973
So it's consistent throughout the country.

2329
01:27:02.013 --> 01:27:04.855
If we have nurses that might float from one hospital to the other,

2330
01:27:05.276 --> 01:27:06.277
it's not different for them.

2331
01:27:06.337 --> 01:27:16.266
They know that patient room and it's led to safer outcomes and making sure that we have arm bars from the bed to the bathroom to prevent someone from falling.

2332
01:27:17.067 --> 01:27:21.852
So a lot of details have gone into it and it's a beautiful space as well.

2333
01:27:22.932 --> 01:27:23.952
Are your rooms,

2334
01:27:24.072 --> 01:27:26.033
like if you look at the average square footage,

2335
01:27:26.113 --> 01:27:27.874
let's say in town or of other hospitals,

2336
01:27:28.734 --> 01:27:29.574
yours seem bigger.

2337
01:27:30.554 --> 01:27:30.674
Well,

2338
01:27:30.675 --> 01:27:31.815
we hope they feel that way,

2339
01:27:31.935 --> 01:27:32.155
right?

2340
01:27:32.455 --> 01:27:33.375
They're a good size.

2341
01:27:33.376 --> 01:27:34.655
They're all private rooms.

2342
01:27:34.695 --> 01:27:37.296
You're not going to have any semi-private here.

2343
01:27:37.556 --> 01:27:39.917
And they're good square footage.

2344
01:27:40.437 --> 01:27:44.318
So they've also got big windows to make the room feel a little bit bigger.

2345
01:27:44.878 --> 01:27:45.158
But yeah,

2346
01:27:45.159 --> 01:27:46.219
they're a good size room.

2347
01:27:46.759 --> 01:27:49.599
And then we have some that are even bigger requirement in

2348
01:27:50.360 --> 01:27:51.560
Nevada for people that are

2349
01:27:52.208 --> 01:27:57.270
persons of size or they might have a strut system in the ceiling in case people can't get up on their own.

2350
01:27:57.911 --> 01:27:59.852
so we have several of those on every unit.

2351
01:27:59.872 --> 01:28:00.572
Those are even,

2352
01:28:01.092 --> 01:28:02.273
even bigger square.

2353
01:28:03.073 --> 01:28:06.235
A couple observations I have having now,

2354
01:28:06.795 --> 01:28:08.195
I should be a part-time employee for Christ.

2355
01:28:08.215 --> 01:28:08.556
Yeah.

2356
01:28:08.616 --> 01:28:09.076
Come on in.

2357
01:28:09.256 --> 01:28:09.416
Yeah.

2358
01:28:09.616 --> 01:28:09.776
It's,

2359
01:28:09.876 --> 01:28:10.597
you fit the mold.

2360
01:28:10.598 --> 01:28:12.377
I'm an,

2361
01:28:12.417 --> 01:28:13.438
I'm an only child empath.

2362
01:28:13.858 --> 01:28:14.238
Thank you.

2363
01:28:14.438 --> 01:28:14.778
Thank you.

2364
01:28:14.999 --> 01:28:15.199
Um,

2365
01:28:15.739 --> 01:28:17.440
that your doors are,

2366
01:28:17.520 --> 01:28:18.040
they're thick.

2367
01:28:18.588 --> 01:28:18.788
Yes.

2368
01:28:18.789 --> 01:28:19.168
Because,

2369
01:28:19.268 --> 01:28:20.169
and even Brandy,

2370
01:28:20.569 --> 01:28:21.189
my wife said,

2371
01:28:21.269 --> 01:28:21.829
she's an RN.

2372
01:28:22.149 --> 01:28:22.589
And she's like,

2373
01:28:22.590 --> 01:28:24.330
you don't go to the hospital to get a good night's sleep.

2374
01:28:25.390 --> 01:28:27.291
I had some of the best sleep ever when I was here.

2375
01:28:27.651 --> 01:28:28.131
You're like,

2376
01:28:28.151 --> 01:28:29.231
I have a bad lower back.

2377
01:28:29.271 --> 01:28:30.571
I got to raise my knees up.

2378
01:28:30.631 --> 01:28:31.532
Like I told you before,

2379
01:28:31.712 --> 01:28:32.492
I was busting balls.

2380
01:28:32.493 --> 01:28:32.672
I'm like,

2381
01:28:33.012 --> 01:28:34.813
this is going to cost me five grand for a new bed.

2382
01:28:34.814 --> 01:28:37.893
Because I'm going to go to those Tempur-Pedics now probably because it was wonderful.

2383
01:28:38.514 --> 01:28:38.694
When,

2384
01:28:39.494 --> 01:28:40.594
and so a lot of hospitals,

2385
01:28:40.834 --> 01:28:42.115
they'll kind of shut the door,

2386
01:28:42.175 --> 01:28:43.715
but they leave it open and you're bing,

2387
01:28:43.875 --> 01:28:44.955
And then going off.

2388
01:28:45.296 --> 01:28:46.276
Here they shut the door.

2389
01:28:47.544 --> 01:28:52.366
I had some of the best sleep ever when I was here because it was quiet.

2390
01:28:52.646 --> 01:28:52.866
Right.

2391
01:28:53.026 --> 01:28:54.246
The bed was comfortable.

2392
01:28:54.546 --> 01:28:55.787
The room seemed bigger.

2393
01:28:56.607 --> 01:28:57.187
And again,

2394
01:28:57.307 --> 01:28:58.688
it's a whole psychological thing.

2395
01:28:58.689 --> 01:29:01.569
But if I'm here and they're going through everything with me to figure out what's wrong with me.

2396
01:29:01.929 --> 01:29:03.309
So there's a stress level there.

2397
01:29:04.109 --> 01:29:04.790
A bigger room.

2398
01:29:04.870 --> 01:29:05.130
I'm like,

2399
01:29:06.930 --> 01:29:07.371
I'm okay.

2400
01:29:07.771 --> 01:29:07.911
Yeah.

2401
01:29:08.131 --> 01:29:08.251
No.

2402
01:29:09.371 --> 01:29:09.931
Sorry to stop you,

2403
01:29:09.932 --> 01:29:11.832
but I'm okay here.

2404
01:29:12.386 --> 01:29:12.626
Right.

2405
01:29:12.846 --> 01:29:14.307
What was to me the biggie.

2406
01:29:14.587 --> 01:29:14.847
Right.

2407
01:29:15.027 --> 01:29:15.167
Yeah.

2408
01:29:15.187 --> 01:29:16.787
And that's the whole design,

2409
01:29:16.807 --> 01:29:17.427
the aesthetic,

2410
01:29:17.607 --> 01:29:17.728
the,

2411
01:29:17.808 --> 01:29:18.648
um,

2412
01:29:19.288 --> 01:29:21.048
how we've laid out color palettes,

2413
01:29:21.228 --> 01:29:25.430
everything in every inch of the building has been thought through with that in mind.

2414
01:29:26.050 --> 01:29:26.290
And,

2415
01:29:26.410 --> 01:29:26.630
you know,

2416
01:29:26.631 --> 01:29:28.170
we get patients tell us all the time,

2417
01:29:28.171 --> 01:29:29.351
this is like a hotel room.

2418
01:29:29.851 --> 01:29:30.651
this is amazing.

2419
01:29:31.492 --> 01:29:32.472
obviously the beds,

2420
01:29:32.492 --> 01:29:32.772
you know,

2421
01:29:32.872 --> 01:29:37.333
can move in any direction you want to make sure you're comfortable and not having any skin breakdown.

2422
01:29:38.253 --> 01:29:38.573
but yeah,

2423
01:29:38.693 --> 01:29:38.853
it's,

2424
01:29:39.033 --> 01:29:39.293
it's a,

2425
01:29:39.994 --> 01:29:41.174
it's a special environment.

2426
01:29:41.846 --> 01:29:43.247
Those doors are very thick.

2427
01:29:43.287 --> 01:29:45.549
They cut down on a lot of noise.

2428
01:29:45.889 --> 01:29:47.150
And it's every patient's preference.

2429
01:29:47.190 --> 01:29:48.410
If I want the door open,

2430
01:29:49.131 --> 01:29:49.251
hey,

2431
01:29:49.311 --> 01:29:49.791
no problem.

2432
01:29:49.831 --> 01:29:50.652
We'll leave the door open.

2433
01:29:50.712 --> 01:29:53.153
Some people don't want to be kind of closed in.

2434
01:29:53.213 --> 01:29:54.194
You want the door closed,

2435
01:29:54.274 --> 01:29:54.934
no problem.

2436
01:29:55.495 --> 01:29:58.717
Just know that you probably won't hear a whole lot out in the hallway.

2437
01:29:58.857 --> 01:30:02.499
And I've had patients tell me it's almost too quiet in here,

2438
01:30:03.600 --> 01:30:04.781
which it's their room.

2439
01:30:05.001 --> 01:30:05.681
When they are here,

2440
01:30:05.721 --> 01:30:06.842
it is their room.

2441
01:30:07.710 --> 01:30:12.151
And so we honor that and make sure no one's going in that room unless they're invited to come in the room,

2442
01:30:12.191 --> 01:30:13.412
that they're welcome into the room.

2443
01:30:14.552 --> 01:30:17.873
And we want it to be a healing environment for patients.

2444
01:30:18.313 --> 01:30:21.874
Hospital's already scary enough for the anxiety that it drives.

2445
01:30:21.914 --> 01:30:31.237
But if you're having to deal with all the other noise in the background and inconsistencies on what you should experience in a hospital,

2446
01:30:31.537 --> 01:30:34.418
it doesn't give you the time to heal in the way that you need to.

2447
01:30:35.994 --> 01:30:37.896
both on the physical and the mental aspect.

2448
01:30:38.256 --> 01:30:38.376
So

2449
01:30:39.097 --> 01:30:44.782
I'm glad to hear that because there was a lot of effort put into it to make sure it didn't just look nice,

2450
01:30:44.822 --> 01:30:46.683
but a true healing environment.

2451
01:30:46.684 --> 01:30:46.823
I mean,

2452
01:30:47.024 --> 01:30:48.064
you know me pretty well by now.

2453
01:30:48.285 --> 01:30:49.245
I'm going to tell you what I think.

2454
01:30:49.686 --> 01:30:51.007
If there was something I think that was wrong,

2455
01:30:51.107 --> 01:30:52.969
I'm going to tell you also out of friendship.

2456
01:30:53.029 --> 01:30:53.389
Absolutely.

2457
01:30:53.449 --> 01:30:54.930
Because that's the only way you can grow.

2458
01:30:55.271 --> 01:30:55.671
Absolutely.

2459
01:30:55.891 --> 01:30:56.251
And,

2460
01:30:56.772 --> 01:30:57.012
you know,

2461
01:30:58.033 --> 01:30:59.354
if you want to leave a bad Google review,

2462
01:31:00.075 --> 01:31:00.415
fine.

2463
01:31:00.455 --> 01:31:03.718
But the better way to make the change is you have.

2464
01:31:04.134 --> 01:31:08.237
your phone number or Jess or at a C level to go,

2465
01:31:08.537 --> 01:31:08.657
Hey,

2466
01:31:08.757 --> 01:31:09.398
just so you know,

2467
01:31:10.278 --> 01:31:11.419
I stayed there and this,

2468
01:31:11.639 --> 01:31:12.780
this wasn't great.

2469
01:31:13.200 --> 01:31:14.701
It didn't meet my expectations.

2470
01:31:15.142 --> 01:31:15.422
I think,

2471
01:31:15.442 --> 01:31:15.622
again,

2472
01:31:15.623 --> 01:31:16.482
I'm putting words in your mouth,

2473
01:31:16.502 --> 01:31:17.043
but to me,

2474
01:31:17.243 --> 01:31:22.326
sometimes that's even better than a five-star review because it's an opportunity for growth for you as a CEO.

2475
01:31:22.346 --> 01:31:23.607
A thousand percent.

2476
01:31:23.847 --> 01:31:24.188
And,

2477
01:31:24.388 --> 01:31:24.648
you know,

2478
01:31:24.748 --> 01:31:27.030
like you experienced when Jess came up to see you,

2479
01:31:27.130 --> 01:31:27.370
right?

2480
01:31:28.350 --> 01:31:29.391
That's not just C-suite.

2481
01:31:29.591 --> 01:31:30.532
Every single leader that,

2482
01:31:30.533 --> 01:31:30.712
you know,

2483
01:31:30.713 --> 01:31:33.414
the 50 liters I'm talking about in our huddle every morning.

2484
01:31:33.926 --> 01:31:36.447
They all are assigned rooms in the facility.

2485
01:31:36.667 --> 01:31:37.727
I have my own rooms.

2486
01:31:37.767 --> 01:31:39.168
It's the same rooms every day.

2487
01:31:39.828 --> 01:31:46.310
Every single patient in this hospital will be rounded on by a member of the leadership team every single weekday.

2488
01:31:46.690 --> 01:31:49.190
We obviously can't come in every single weekend and do that,

2489
01:31:49.471 --> 01:31:51.391
but our cleanse soups do that on the weekend.

2490
01:31:51.711 --> 01:31:52.591
But every day,

2491
01:31:52.731 --> 01:31:57.193
a member of the leadership team is going to come in and talk to you and go over those questions.

2492
01:31:57.313 --> 01:31:58.613
We have a litany of questions,

2493
01:31:59.273 --> 01:32:01.174
all with the thought process of.

2494
01:32:01.822 --> 01:32:03.943
Are we exceeding your expectations?

2495
01:32:04.063 --> 01:32:04.744
And if not,

2496
01:32:05.284 --> 01:32:10.047
give me the feedback now so I can get it fixed before you leave this facility.

2497
01:32:11.487 --> 01:32:14.649
I don't want feedback three months after you left.

2498
01:32:14.769 --> 01:32:22.473
Tell me in the moment and we will respond in the moment and get it resolved because I don't want you having an experience here where it's,

2499
01:32:22.954 --> 01:32:23.094
well,

2500
01:32:23.114 --> 01:32:25.475
these eight things were great,

2501
01:32:25.575 --> 01:32:26.756
but items nine and 10,

2502
01:32:27.176 --> 01:32:28.797
I wish I could have gotten those fixed.

2503
01:32:28.817 --> 01:32:30.237
Didn't we?

2504
01:32:30.278 --> 01:32:31.078
We could have fixed that.

2505
01:32:31.298 --> 01:32:32.779
in the moment when you were there.

2506
01:32:33.679 --> 01:32:35.120
So every patient,

2507
01:32:35.220 --> 01:32:37.081
before I go in and visit a patient,

2508
01:32:37.282 --> 01:32:39.583
I'm going to that nurse and I'm saying,

2509
01:32:40.664 --> 01:32:42.745
there are five things that I want to go through with you.

2510
01:32:43.085 --> 01:32:45.426
I want to understand the plan of care of this patient.

2511
01:32:45.506 --> 01:32:48.708
I want to know something personal about the human being in that bed.

2512
01:32:48.948 --> 01:32:49.849
Tell me about them.

2513
01:32:50.329 --> 01:32:51.390
What sports do they like?

2514
01:32:51.391 --> 01:32:52.290
Do they have family?

2515
01:32:52.330 --> 01:32:53.131
Do they have kids?

2516
01:32:53.151 --> 01:32:53.831
What are their pets'

2517
01:32:53.891 --> 01:32:54.211
names?

2518
01:32:54.572 --> 01:32:56.313
Tell me who I'm going to talk to,

2519
01:32:56.673 --> 01:32:58.494
not just the diagnosis in that room.

2520
01:32:59.246 --> 01:33:02.727
Tell me we track every single call light that's pressed in this facility.

2521
01:33:03.287 --> 01:33:05.628
We know how quickly our staff responded to it.

2522
01:33:06.068 --> 01:33:08.289
We know how many times you use the call light.

2523
01:33:09.289 --> 01:33:12.330
I want to know that information before I go in the room.

2524
01:33:12.750 --> 01:33:13.470
So I can say,

2525
01:33:13.970 --> 01:33:14.111
hey,

2526
01:33:14.112 --> 01:33:17.492
I saw you use your call light more than 10 times yesterday.

2527
01:33:18.412 --> 01:33:21.513
How can I reduce that today by getting people in here more frequently?

2528
01:33:22.093 --> 01:33:22.793
In addition,

2529
01:33:22.853 --> 01:33:25.514
and even more to the hourly rounding that we already do.

2530
01:33:26.526 --> 01:33:32.631
I want to know if our team has gone over their medications and the side effects of those medications so that when I go into the room,

2531
01:33:33.012 --> 01:33:35.234
if they have any additional questions on that,

2532
01:33:35.774 --> 01:33:43.540
I can encourage them to download an app that we have where they can read about the exact details of the medications that we're giving them.

2533
01:33:43.800 --> 01:33:47.063
It also has kudos on there where they can give kudos to staff members.

2534
01:33:47.664 --> 01:33:53.949
I want to know all of this information before I go into the room so that when I'm going over the plan of care with a patient,

2535
01:33:53.989 --> 01:33:54.609
they feel,

2536
01:33:55.130 --> 01:33:55.330
man.

2537
01:33:55.610 --> 01:33:57.492
everybody is on the same page here.

2538
01:33:58.273 --> 01:34:04.380
Even members of leadership when they walk into my room and it's not something that I'm doing to impress the patient.

2539
01:34:04.580 --> 01:34:08.865
It is what I would expect if my family was in the hospital.

2540
01:34:09.545 --> 01:34:10.126
It's my job.

2541
01:34:10.794 --> 01:34:12.776
It's our responsibility in this community.

2542
01:34:12.836 --> 01:34:17.820
It's the only way we end that narrative that the best place to go for health care is the airport.

2543
01:34:18.300 --> 01:34:20.782
It's not the best place to go for health care.

2544
01:34:22.023 --> 01:34:24.605
Something that I would suggest and take it for what it's worth.

2545
01:34:25.146 --> 01:34:27.047
But everyone celebrates wins.

2546
01:34:27.347 --> 01:34:27.988
That's an easy one.

2547
01:34:28.008 --> 01:34:28.568
That's a layup,

2548
01:34:28.809 --> 01:34:29.029
right?

2549
01:34:29.189 --> 01:34:35.814
That's a goalie has fallen over from vaping and you have an open net and you just go ahead and score a goal.

2550
01:34:36.695 --> 01:34:37.696
Celebrate your fixes.

2551
01:34:38.016 --> 01:34:38.256
Yes.

2552
01:34:39.537 --> 01:34:40.218
Because then.

2553
01:34:40.498 --> 01:34:42.839
it shows vulnerability to brand.

2554
01:34:43.579 --> 01:34:44.280
It shows that,

2555
01:34:44.281 --> 01:34:44.360
Hey,

2556
01:34:44.361 --> 01:34:45.440
we know we're not perfect,

2557
01:34:45.441 --> 01:34:47.941
but we're striving to get there every freaking day.

2558
01:34:48.662 --> 01:34:51.103
And this happened yesterday that,

2559
01:34:51.723 --> 01:34:51.963
you know,

2560
01:34:52.223 --> 01:34:52.863
this happened,

2561
01:34:53.163 --> 01:34:55.344
it was fixed in this amount of time and moving forward.

2562
01:34:55.705 --> 01:34:57.645
This is how we've learned from that process.

2563
01:34:57.865 --> 01:34:58.346
Absolutely.

2564
01:34:58.806 --> 01:34:59.986
And it is massive.

2565
01:35:00.086 --> 01:35:02.267
So every morning in safety huddle,

2566
01:35:02.547 --> 01:35:05.769
the very first thing that we talk about is safety wins that we've had.

2567
01:35:06.789 --> 01:35:07.750
Our director of,

2568
01:35:08.790 --> 01:35:09.891
Risk here at the hospital,

2569
01:35:09.991 --> 01:35:10.992
Talia Atienza,

2570
01:35:11.493 --> 01:35:14.015
amazing former ICU trained nurse.

2571
01:35:14.776 --> 01:35:17.879
She's created a whole program here that we call our Lifesaver program.

2572
01:35:18.379 --> 01:35:20.441
And these are team members at the hospital.

2573
01:35:20.442 --> 01:35:22.963
We have an internal reporting system called MIDAS.

2574
01:35:23.464 --> 01:35:24.144
If they report,

2575
01:35:24.284 --> 01:35:24.565
hey,

2576
01:35:25.065 --> 01:35:26.767
this was an issue or hey,

2577
01:35:27.487 --> 01:35:28.729
the director goes out and said,

2578
01:35:29.249 --> 01:35:34.314
we had a close call or an item that needed fixed and this employee did this.

2579
01:35:34.798 --> 01:35:39.401
We bring that employee to our huddle in front of every single leader in the hospital,

2580
01:35:39.921 --> 01:35:42.282
and we recognize them for that good catch,

2581
01:35:42.462 --> 01:35:43.623
what we've learned from it,

2582
01:35:43.983 --> 01:35:45.984
how we can prevent that from happening again.

2583
01:35:46.564 --> 01:35:49.706
And then they get a certificate signed by us that says Lifesaver,

2584
01:35:50.547 --> 01:35:53.368
and they get recognized in front of all the leaders at the hospital.

2585
01:35:53.448 --> 01:35:56.490
And it's been a very well-received program.

2586
01:35:56.550 --> 01:35:56.910
But yeah,

2587
01:35:57.430 --> 01:35:58.751
in healthcare especially,

2588
01:35:59.351 --> 01:36:02.173
you can't sweep any of those fixes under the rug.

2589
01:36:02.233 --> 01:36:03.754
You have to talk about it because.

2590
01:36:04.318 --> 01:36:05.979
If a couple of people saw it,

2591
01:36:06.159 --> 01:36:06.299
well,

2592
01:36:06.300 --> 01:36:07.860
we got a lot of employees here.

2593
01:36:07.861 --> 01:36:12.302
We need to make sure that everybody understands us and everybody can learn from it.

2594
01:36:13.383 --> 01:36:14.364
I'm going to pivot a little bit.

2595
01:36:14.684 --> 01:36:15.384
We're a community that,

2596
01:36:15.644 --> 01:36:15.904
I mean,

2597
01:36:15.964 --> 01:36:16.705
a lot of influx,

2598
01:36:17.405 --> 01:36:17.565
right?

2599
01:36:17.625 --> 01:36:18.206
Out-of-towners.

2600
01:36:18.906 --> 01:36:25.029
What would you want a family moving to Henderson from another state know about the health care available to them?

2601
01:36:25.850 --> 01:36:25.970
Yeah,

2602
01:36:26.050 --> 01:36:26.190
again,

2603
01:36:26.230 --> 01:36:33.154
I would encourage them to go out and look at stuff online about what is the data saying about these hospitals.

2604
01:36:33.274 --> 01:36:33.454
but

2605
01:36:34.050 --> 01:36:39.474
What I would want them to know is that anything you've previously heard about healthcare in Vegas,

2606
01:36:40.094 --> 01:36:45.658
go experience it for yourself and make sure that when you're coming to our hospital,

2607
01:36:46.299 --> 01:36:48.720
you can compare that to your other experiences.

2608
01:36:49.020 --> 01:36:49.501
Because

2609
01:36:49.921 --> 01:36:51.442
I think we are unique.

2610
01:36:51.542 --> 01:36:52.783
I think we are different.

2611
01:36:53.544 --> 01:36:56.045
And we're hearing that from community members.

2612
01:36:56.085 --> 01:36:59.348
So I would want them to go to the hospital.

2613
01:36:59.968 --> 01:37:01.249
Go visit the hospital.

2614
01:37:01.309 --> 01:37:02.630
You don't have to be sick.

2615
01:37:02.790 --> 01:37:07.113
to walk into the doors and get an experience of what's closest to me,

2616
01:37:07.593 --> 01:37:08.694
what's available to me,

2617
01:37:09.194 --> 01:37:12.797
go out online and explore the services that are offered at these hospitals.

2618
01:37:13.758 --> 01:37:21.183
And then really one of the main things that I think people moving here need to do is get established with a primary care physician.

2619
01:37:21.983 --> 01:37:31.650
There are too many people who show up in our emergency department with something that could have been prevented if they had stayed on a regular schedule with their primary care physician.

2620
01:37:32.294 --> 01:37:33.414
And the concern is,

2621
01:37:33.454 --> 01:37:37.796
is people are starting to use emergency departments as primary care physicians,

2622
01:37:38.336 --> 01:37:38.576
right?

2623
01:37:38.936 --> 01:37:48.798
There are a lot of talented people out here as primary care physicians and need to get established with a primary care physician and do your annual checkups consistently.

2624
01:37:51.139 --> 01:37:56.260
Why is healthcare power of attorney something every adult should have regardless of age?

2625
01:37:56.421 --> 01:37:56.801
Yeah,

2626
01:37:56.861 --> 01:37:57.381
same thing,

2627
01:37:57.461 --> 01:37:57.701
right?

2628
01:37:58.001 --> 01:38:01.442
We're getting people who are coming to the hospital in very...

2629
01:38:02.579 --> 01:38:17.052
acute and sensitive situations and we're trying to make decisions without enough information it also places a lot of burden on families when it's already a stressful situation and something unfortunate

2630
01:38:17.252 --> 01:38:28.442
or a life-threatening has happened to a family member or a close relative or a friend and you're already dealing with the stress of that but now compounded by

2631
01:38:29.122 --> 01:38:32.204
I don't have someone to make informed decisions on my behalf.

2632
01:38:32.564 --> 01:38:35.085
And it places the healthcare community and,

2633
01:38:35.145 --> 01:38:36.066
you know,

2634
01:38:36.326 --> 01:38:40.809
ethical and critical decisions that they have to make.

2635
01:38:41.789 --> 01:38:42.630
What do we do now?

2636
01:38:43.190 --> 01:38:47.072
And so obviously we have our priorities and our protocols that we follow,

2637
01:38:47.152 --> 01:38:53.996
but a lot of things can happen more efficiently and more effectively when patients and families have their power,

2638
01:38:55.017 --> 01:38:57.538
their living wills and other things completed.

2639
01:38:58.818 --> 01:39:04.388
What is one thing every person in Henderson should be doing for their health that most people are not?

2640
01:39:06.372 --> 01:39:08.516
Exercise.

2641
01:39:09.177 --> 01:39:11.321
I told you I lived in Sweden previously.

2642
01:39:12.402 --> 01:39:14.344
I was fortunate enough to play soccer over there,

2643
01:39:14.384 --> 01:39:21.430
and I did my entire thesis of my master's program comparing the American healthcare system to the Swedish healthcare system.

2644
01:39:21.630 --> 01:39:21.831
Now,

2645
01:39:21.832 --> 01:39:23.732
if they were a socialized country,

2646
01:39:23.752 --> 01:39:24.693
it would not work here.

2647
01:39:24.994 --> 01:39:27.316
The United States is too big of a country,

2648
01:39:27.456 --> 01:39:27.656
but

2649
01:39:28.537 --> 01:39:32.280
I can tell you that collectively as a society,

2650
01:39:32.701 --> 01:39:37.385
they are not putting themselves in the healthcare industry as much as we are.

2651
01:39:38.602 --> 01:39:40.383
We are spending close to 20%

2652
01:39:40.384 --> 01:39:43.385
of our gross domestic product on healthcare within our company.

2653
01:39:44.326 --> 01:39:44.526
Yes,

2654
01:39:44.566 --> 01:39:46.047
we have a lot of great technology.

2655
01:39:46.167 --> 01:39:46.367
Yes,

2656
01:39:46.368 --> 01:39:50.569
we have a lot of specialists and can get patients in faster than they can in some other countries.

2657
01:39:51.130 --> 01:39:57.214
But they're not needing it quite as much in other countries because they're exercising appropriately.

2658
01:39:57.634 --> 01:40:00.315
They're making smarter decisions on their diet.

2659
01:40:00.836 --> 01:40:02.897
It's taught at a younger age.

2660
01:40:03.057 --> 01:40:03.377
And so...

2661
01:40:04.558 --> 01:40:07.899
It's why I'm so passionate about what we do with the Kids Heart Challenge.

2662
01:40:08.019 --> 01:40:13.962
It's need to be teaching our younger generation the appropriate way to care for themselves,

2663
01:40:14.162 --> 01:40:17.043
the appropriate way to exercise,

2664
01:40:17.283 --> 01:40:17.923
eat right,

2665
01:40:18.564 --> 01:40:20.545
not getting into vaping or smoking,

2666
01:40:21.105 --> 01:40:22.385
drinking enough water,

2667
01:40:22.625 --> 01:40:24.866
making sure you're getting appropriate amount of sleep.

2668
01:40:25.266 --> 01:40:29.968
All these things compound and then it hits at a moment in life and people are like,

2669
01:40:30.328 --> 01:40:31.469
I wish I would have.

2670
01:40:32.129 --> 01:40:33.490
I should have done this,

2671
01:40:33.650 --> 01:40:33.910
right?

2672
01:40:34.482 --> 01:40:51.474
all preventable things be active doesn't mean you have to go out and play some crazy sport or go do marathons i mean look at the amazing thing that you're doing every time you're doing a talk you're out walking that is what's so impressive to me it's like this

2673
01:40:51.514 --> 01:41:01.862
is someone who's making time during his exercise or vice versa and so uh more people just need to get out and do that and be

2674
01:41:02.262 --> 01:41:04.683
educated on what you're putting into your body,

2675
01:41:05.323 --> 01:41:05.523
right?

2676
01:41:05.583 --> 01:41:08.725
There are all sorts of locally grown,

2677
01:41:09.565 --> 01:41:11.286
regenerative farms that we have.

2678
01:41:11.306 --> 01:41:13.127
We have one come to our first Friday event.

2679
01:41:13.327 --> 01:41:15.868
Every time we have a regenerative farm that comes here,

2680
01:41:15.869 --> 01:41:18.509
that people can get delivered to their door,

2681
01:41:19.769 --> 01:41:23.591
fresh produce that doesn't have all sorts of pesticides,

2682
01:41:23.811 --> 01:41:24.891
all sorts of stuff on it.

2683
01:41:24.892 --> 01:41:25.192
And so,

2684
01:41:27.132 --> 01:41:28.273
think about those things.

2685
01:41:28.873 --> 01:41:30.334
That's important for our community.

2686
01:41:31.786 --> 01:41:34.168
I want to be on the proactive side of healthcare,

2687
01:41:34.248 --> 01:41:35.449
not just on the reactive.

2688
01:41:36.510 --> 01:41:41.894
People can do a lot for themselves and their families by just doing those two very simple.

2689
01:41:42.635 --> 01:41:46.438
Get out and be active in some capacity and be mindful of what you're doing.

2690
01:41:46.518 --> 01:41:48.320
We're in the homestretch.

2691
01:41:49.040 --> 01:41:54.945
You've seen what I built for my own care prior to when I came into the ER at Wes Henderson.

2692
01:41:55.405 --> 01:41:57.147
What was your honest first reaction?

2693
01:41:57.667 --> 01:41:58.348
Jaw dropping.

2694
01:41:58.808 --> 01:41:59.068
like

2695
01:42:00.409 --> 01:42:01.150
I've known about

2696
01:42:01.658 --> 01:42:02.899
AI platforms,

2697
01:42:03.159 --> 01:42:05.680
not nearly at the capacity of you have,

2698
01:42:05.720 --> 01:42:06.860
but you know,

2699
01:42:06.900 --> 01:42:07.280
my wife,

2700
01:42:07.320 --> 01:42:09.561
Carol is like really into it as well.

2701
01:42:09.601 --> 01:42:11.842
And really darn good at it as well.

2702
01:42:12.042 --> 01:42:12.523
She's very good.

2703
01:42:12.683 --> 01:42:13.343
Yeah.

2704
01:42:13.344 --> 01:42:14.023
It's impressive.

2705
01:42:14.024 --> 01:42:14.243
Yeah.

2706
01:42:14.644 --> 01:42:16.324
The things that she will show me,

2707
01:42:16.364 --> 01:42:16.684
I'm like,

2708
01:42:16.964 --> 01:42:17.545
you did what?

2709
01:42:18.645 --> 01:42:19.626
But the same thing,

2710
01:42:19.706 --> 01:42:19.946
right?

2711
01:42:20.286 --> 01:42:22.267
I think you experienced with our triage nurse,

2712
01:42:22.287 --> 01:42:22.747
with others,

2713
01:42:22.787 --> 01:42:24.328
their jaw almost dropped like,

2714
01:42:24.828 --> 01:42:25.688
oh my God,

2715
01:42:25.988 --> 01:42:28.449
I wish more people would come in here.

2716
01:42:29.630 --> 01:42:29.910
And...

2717
01:42:30.314 --> 01:42:31.795
Healthcare is scary to start with.

2718
01:42:32.056 --> 01:42:33.757
It's complicated to start with.

2719
01:42:33.977 --> 01:42:41.183
And most people who are coming in don't have a whole lot of experience on how to articulate what's going on with them.

2720
01:42:42.004 --> 01:42:43.385
And as I said,

2721
01:42:43.746 --> 01:42:47.509
a lot of these individuals are not going to primary care visits consistently.

2722
01:42:47.669 --> 01:42:52.413
So they're presenting with something and they don't know the last time that it happened,

2723
01:42:52.573 --> 01:42:53.514
what it means,

2724
01:42:53.814 --> 01:42:55.376
what medications they're on.

2725
01:42:55.956 --> 01:42:57.538
They can't articulate things.

2726
01:42:57.678 --> 01:42:57.898
But.

2727
01:42:58.442 --> 01:43:01.623
When you're using that platform in the capacity that you did,

2728
01:43:02.304 --> 01:43:02.664
I mean,

2729
01:43:03.104 --> 01:43:08.346
talk about efficiency for the nurses to have an understanding of what's happening.

2730
01:43:08.886 --> 01:43:19.210
I now have a medical history and I'm not going to prescribe something that might be in conflict with what this patient did or did not communicate to me.

2731
01:43:19.671 --> 01:43:21.551
But when you have that information,

2732
01:43:22.072 --> 01:43:27.334
providers can make such a more informed decision for you.

2733
01:43:27.934 --> 01:43:42.984
there and it was it was absolutely phenomenal like our team is still talking about that of like why don't more people utilize that um and if people utilize it in combination with their pcp wow and

2734
01:43:43.104 --> 01:43:54.172
all all people have to do is you know i created it's a health project folder i use claude i create a health project folder i upload i do a screenshot with my apple watch after every time i go for a walk.

2735
01:43:54.712 --> 01:43:55.733
Every time I,

2736
01:43:56.093 --> 01:43:57.494
if medication gets changed.

2737
01:43:57.834 --> 01:43:58.674
I put that in there.

2738
01:43:59.475 --> 01:43:59.995
Walgreens,

2739
01:44:00.055 --> 01:44:00.576
CVS,

2740
01:44:00.716 --> 01:44:01.096
Amazon,

2741
01:44:01.496 --> 01:44:02.477
it's all digitized.

2742
01:44:02.478 --> 01:44:02.877
Absolutely.

2743
01:44:02.878 --> 01:44:06.038
Whenever I go to my doctor and I get patient notes in the portal afterwards,

2744
01:44:06.459 --> 01:44:07.419
save it as a PDF.

2745
01:44:07.659 --> 01:44:09.240
Upload that digitized PDF.

2746
01:44:09.841 --> 01:44:11.441
And then it's a living,

2747
01:44:11.602 --> 01:44:12.302
organic.

2748
01:44:12.974 --> 01:44:13.234
you know,

2749
01:44:13.694 --> 01:44:15.255
document that's there.

2750
01:44:15.395 --> 01:44:15.655
And then,

2751
01:44:15.736 --> 01:44:16.898
so heaven forbid,

2752
01:44:17.278 --> 01:44:18.458
if you've got to go into,

2753
01:44:18.578 --> 01:44:18.838
you know,

2754
01:44:18.898 --> 01:44:19.959
for emergency care,

2755
01:44:20.640 --> 01:44:22.561
things printed out with under 30 seconds,

2756
01:44:22.842 --> 01:44:26.605
you walk in what that did for the triage nurse,

2757
01:44:27.166 --> 01:44:32.230
the amount of time that saves for her to be talking to my wife is I'm there.

2758
01:44:32.591 --> 01:44:33.931
They were thinking I was having a stroke.

2759
01:44:34.032 --> 01:44:34.573
I wasn't,

2760
01:44:35.233 --> 01:44:35.913
but it was like,

2761
01:44:35.974 --> 01:44:37.995
they want to get me back as fast as possible,

2762
01:44:38.015 --> 01:44:40.597
but you have to go through certain protocols first.

2763
01:44:41.297 --> 01:44:42.798
Before you can bring people back.

2764
01:44:43.338 --> 01:44:45.581
And so it's free.

2765
01:44:46.640 --> 01:44:47.822
What I did was free.

2766
01:44:48.341 --> 01:44:50.262
You just have to put the information in.

2767
01:44:52.324 --> 01:44:56.827
Where do you see AI helping patients communicate better with clinical teams?

2768
01:44:57.587 --> 01:44:57.707
Well,

2769
01:44:57.708 --> 01:45:03.270
I see it if we can get that capacity driven in with the patient and their primary care physician.

2770
01:45:03.331 --> 01:45:05.771
So step one is get a primary care physician,

2771
01:45:05.832 --> 01:45:07.252
develop that relationship with them.

2772
01:45:07.313 --> 01:45:07.492
but

2773
01:45:08.626 --> 01:45:10.386
Make sure people are navigating that.

2774
01:45:10.387 --> 01:45:14.148
And I think people need to just start to get a little more comfortable with AI.

2775
01:45:14.349 --> 01:45:17.110
I think they're overwhelmed by the thought of it.

2776
01:45:17.430 --> 01:45:18.291
But in reality,

2777
01:45:19.611 --> 01:45:22.913
it's so much easier to use than I think people understand.

2778
01:45:22.953 --> 01:45:24.854
It's like the more you use it,

2779
01:45:24.894 --> 01:45:26.275
the easier it becomes,

2780
01:45:26.315 --> 01:45:30.757
the more that it's almost like you're talking to like another person who gets to know you,

2781
01:45:30.877 --> 01:45:31.939
understands things.

2782
01:45:32.278 --> 01:45:36.921
And if they can continually update that and be in collaboration with their PCP.

2783
01:45:37.885 --> 01:45:40.787
They're probably going to prevent some emergency room visits in the future.

2784
01:45:41.086 --> 01:45:51.630
They're probably going to make sure that they get on a medication they didn't know that that would probably be beneficial for them or off a medication that they don't need to be on and living a healthier lifestyle.

2785
01:45:51.669 --> 01:45:51.909
And so

2786
01:45:53.010 --> 01:45:56.450
I see that really being something that's meaningful in the future.

2787
01:45:56.870 --> 01:45:59.532
But to your example that you had,

2788
01:46:00.751 --> 01:46:04.352
if people will stay on top of it and keep updating things

2789
01:46:04.713 --> 01:46:06.073
And back to the other point is like.

2790
01:46:06.234 --> 01:46:08.334
I think you're taking photos of like your meals,

2791
01:46:08.394 --> 01:46:08.614
right?

2792
01:46:08.675 --> 01:46:09.475
And uploading it.

2793
01:46:09.715 --> 01:46:09.834
Yeah.

2794
01:46:10.095 --> 01:46:10.836
Phenomenal.

2795
01:46:10.935 --> 01:46:19.859
And that is absolutely critical for it continuing to understand you and what you're doing and then taking your Apple watch and what's being uploaded from there.

2796
01:46:20.260 --> 01:46:26.061
It builds such a great picture that if people can continue to update it,

2797
01:46:26.221 --> 01:46:27.762
get comfortable with AI,

2798
01:46:28.422 --> 01:46:29.262
see their PCP,

2799
01:46:30.103 --> 01:46:31.743
I think they will really enjoy it.

2800
01:46:31.963 --> 01:46:35.546
And it's going to make things so much more efficient when you get into the hospital.

2801
01:46:36.033 --> 01:46:40.075
Other component that I think people need to add into that is what's your insurance plan,

2802
01:46:40.716 --> 01:46:40.936
right?

2803
01:46:41.296 --> 01:46:42.197
What are you covered?

2804
01:46:42.397 --> 01:46:43.137
Where should you go?

2805
01:46:43.537 --> 01:46:46.340
Do you really understand what you signed up for,

2806
01:46:46.880 --> 01:46:51.422
for your insurance and what it covers and what it doesn't and how it could be applied?

2807
01:46:51.903 --> 01:46:53.763
Tying all those into one is,

2808
01:46:54.423 --> 01:46:55.784
is powerful.

2809
01:46:55.924 --> 01:46:56.745
It's meaningful,

2810
01:46:56.885 --> 01:47:01.347
but ultimately I think it leads to safer patient care for patients.

2811
01:47:01.587 --> 01:47:02.328
Again,

2812
01:47:02.368 --> 01:47:04.389
it blew me away where I had an AI.

2813
01:47:05.041 --> 01:47:31.809
person call me afterwards to check check on my plan and full disclosure i said it was good not great but also i'm an ai nerd yeah so i knew within the first 10 seconds right it was ai but it was still very good yeah right and so if that goes to the average layman that isn't that ai savvy it's perfect yeah it's perfect yeah we have uh so our company uhs has invested uh into an AI platform called Hippocratic AI.

2814
01:47:32.109 --> 01:47:32.369
Um,

2815
01:47:32.869 --> 01:47:33.249
and

2816
01:47:34.025 --> 01:47:38.630
One of the things that we've started to utilize with it is what you're referencing is a discharge phone call.

2817
01:47:38.969 --> 01:47:40.430
And all the daisy,

2818
01:47:41.631 --> 01:47:42.272
a phone call.

2819
01:47:42.352 --> 01:47:44.734
And so it's an AI agent calling you.

2820
01:47:44.914 --> 01:47:48.257
But some people easily recognize it.

2821
01:47:48.457 --> 01:47:49.317
Some people don't.

2822
01:47:49.798 --> 01:47:54.281
Some people have such a great experience with whatever the name of the AI agent is.

2823
01:47:54.322 --> 01:47:55.202
They'll call back and say,

2824
01:47:55.462 --> 01:47:56.683
I want to talk to so-and-so.

2825
01:47:56.703 --> 01:47:57.164
That's awesome.

2826
01:47:57.224 --> 01:47:57.444
Really?

2827
01:47:57.704 --> 01:47:57.944
Yes.

2828
01:47:57.984 --> 01:47:58.104
Oh,

2829
01:47:58.105 --> 01:47:58.885
that's great.

2830
01:47:58.905 --> 01:47:59.386
That's great.

2831
01:47:59.447 --> 01:48:00.466
And what we find with some people.

2832
01:48:00.467 --> 01:48:00.948
Where's Daisy?

2833
01:48:01.147 --> 01:48:01.387
Yeah,

2834
01:48:01.507 --> 01:48:01.948
exactly.

2835
01:48:02.008 --> 01:48:03.489
What we find with some people is...

2836
01:48:04.169 --> 01:48:04.409
You know,

2837
01:48:04.749 --> 01:48:08.591
they might not be in a hurry and they want to talk a little bit longer.

2838
01:48:09.030 --> 01:48:12.151
The AI agent has no next meeting.

2839
01:48:12.572 --> 01:48:16.913
It has nothing it needs to urgently get to all the time in the world.

2840
01:48:17.093 --> 01:48:19.153
And sometimes people want to ask a little bit more.

2841
01:48:19.514 --> 01:48:22.854
There's no irritated tone from a human being that like,

2842
01:48:23.135 --> 01:48:25.555
this is the third time I've had to go over this information.

2843
01:48:25.675 --> 01:48:25.855
Yeah,

2844
01:48:25.956 --> 01:48:27.476
I'm happy to go over that information.

2845
01:48:27.576 --> 01:48:31.278
I see a very powerful difference between those two things.

2846
01:48:31.278 --> 01:48:32.057
And we do get...

2847
01:48:32.505 --> 01:48:39.913
In some instances where the Daisy call is scored better than a human being call for those little intricacies.

2848
01:48:40.372 --> 01:48:40.552
Well,

2849
01:48:40.693 --> 01:48:41.613
you mentioned before,

2850
01:48:42.073 --> 01:48:42.715
if I'm a

2851
01:48:43.655 --> 01:48:51.422
83-year-old guy who's a widower and I'm in Madeira Canyon and Daisy calls me because I had some work done here,

2852
01:48:51.502 --> 01:48:52.943
I had to visit the hospital.

2853
01:48:53.383 --> 01:48:53.805
You know what?

2854
01:48:54.084 --> 01:48:55.706
I'm probably going to chat with Daisy for a while.

2855
01:48:55.725 --> 01:48:56.207
Absolutely.

2856
01:48:56.907 --> 01:48:58.047
And we do experience that.

2857
01:48:58.048 --> 01:48:59.449
And how fulfilling is that?

2858
01:48:59.550 --> 01:48:59.850
Absolutely.

2859
01:49:00.113 --> 01:49:01.716
For me to be able to talk to,

2860
01:49:01.717 --> 01:49:04.082
and it doesn't matter if they know if it's AI or not,

2861
01:49:04.082 --> 01:49:04.743
to be honest with you.

2862
01:49:04.743 --> 01:49:05.103
Absolutely.

2863
01:49:05.385 --> 01:49:05.845
That it's.

2864
01:49:06.304 --> 01:49:07.525
Because it's a wellness thing.

2865
01:49:07.765 --> 01:49:07.965
Again,

2866
01:49:08.005 --> 01:49:09.566
it's a mitzvah to be able to say,

2867
01:49:09.926 --> 01:49:10.127
hey,

2868
01:49:10.507 --> 01:49:11.548
for that 45 minutes,

2869
01:49:11.568 --> 01:49:14.229
I had a great talk with this girl from West Henderson Hospital called me,

2870
01:49:14.269 --> 01:49:14.610
Daisy.

2871
01:49:15.030 --> 01:49:15.790
She's the best.

2872
01:49:15.870 --> 01:49:17.311
Ask for her next time you go in there.

2873
01:49:17.632 --> 01:49:18.032
Exactly.

2874
01:49:18.292 --> 01:49:19.773
So I think that's awesome.

2875
01:49:20.874 --> 01:49:26.017
What's the boundary you want to hold between AI assistance and actual clinical judgment?

2876
01:49:26.918 --> 01:49:27.658
That's a tough one,

2877
01:49:27.698 --> 01:49:27.939
right?

2878
01:49:27.979 --> 01:49:30.620
That comes up quite a bit when we have this conversation.

2879
01:49:30.660 --> 01:49:32.462
I think we're early on in the process.

2880
01:49:33.462 --> 01:49:34.803
I do see things where

2881
01:49:35.204 --> 01:49:35.604
I'm like.

2882
01:49:35.972 --> 01:49:43.235
You can't take away that human component and that judgment and that experience that that person has had in this field.

2883
01:49:43.995 --> 01:49:49.578
And sometimes what we see is a stoic person who's coming in and yeah,

2884
01:49:49.778 --> 01:49:51.338
on paper it says this,

2885
01:49:51.378 --> 01:49:54.199
but they're not really translating a whole lot to us.

2886
01:49:54.640 --> 01:49:57.981
And between the person and what's on paper might look similar.

2887
01:49:58.761 --> 01:50:05.204
And you get another person where you're dealing with a lot of the emotions and you're seeing there's a social context.

2888
01:50:05.364 --> 01:50:06.405
what's going on here.

2889
01:50:06.605 --> 01:50:15.273
And there's something that that sixth sense that happens within a human being has got to be relied on to make informed and smart decisions.

2890
01:50:15.433 --> 01:50:15.553
So,

2891
01:50:16.754 --> 01:50:16.994
you know,

2892
01:50:17.194 --> 01:50:19.937
I think in the world of things like radiology,

2893
01:50:20.117 --> 01:50:20.377
right,

2894
01:50:20.437 --> 01:50:25.962
radiology is a field where I think AI is really adding some value.

2895
01:50:25.982 --> 01:50:32.588
And a lot of the companies around the country are making investments in a combination between

2896
01:50:33.104 --> 01:50:38.727
human being reading images and AI reading images and making sure they can work in tandem.

2897
01:50:38.787 --> 01:50:38.947
Right.

2898
01:50:39.027 --> 01:50:40.308
How do they support each other?

2899
01:50:40.748 --> 01:50:47.292
And that's where I see a lot of it coming into play is like creating that human element that never goes away,

2900
01:50:47.692 --> 01:50:52.074
working in tandem with AI to make informed decisions.

2901
01:50:52.135 --> 01:50:53.155
But almost it's like

2902
01:50:53.615 --> 01:50:56.257
AI and the human are packing each other's parachutes.

2903
01:50:56.577 --> 01:50:57.117
Did you see

2904
01:50:57.557 --> 01:50:59.579
Bezos had a great interview on CNBC?

2905
01:50:59.979 --> 01:51:00.459
I did not.

2906
01:51:00.599 --> 01:51:00.819
Oh,

2907
01:51:00.939 --> 01:51:01.460
you've got it.

2908
01:51:01.461 --> 01:51:01.1000
I'll send you the link.

2909
01:51:02.260 --> 01:51:02.420
Okay.

2910
01:51:02.500 --> 01:51:03.821
It's phenomenal.

2911
01:51:04.182 --> 01:51:05.443
I'm not a big Bezos guy.

2912
01:51:05.563 --> 01:51:06.043
I am now.

2913
01:51:06.343 --> 01:51:06.784
Okay.

2914
01:51:06.785 --> 01:51:08.345
Because it's almost like he's going to run for president.

2915
01:51:08.365 --> 01:51:09.846
Like the way the stuff he was saying,

2916
01:51:10.367 --> 01:51:12.188
and he said that AI,

2917
01:51:12.228 --> 01:51:14.610
if anything is going to cause a worker,

2918
01:51:14.690 --> 01:51:15.731
a worker shortage,

2919
01:51:15.732 --> 01:51:16.412
really,

2920
01:51:16.652 --> 01:51:19.154
because it makes you so much more efficient.

2921
01:51:19.374 --> 01:51:20.495
You can get more done.

2922
01:51:20.755 --> 01:51:27.180
You're going to need more people to plug in to actually help execute things that AI is fulfilling all the little meaningful,

2923
01:51:27.401 --> 01:51:27.601
you know,

2924
01:51:27.602 --> 01:51:31.304
meaningless tasks that are in between that they can just take care of that stuff.

2925
01:51:31.964 --> 01:51:32.144
Yeah.

2926
01:51:32.145 --> 01:51:32.385
Right.

2927
01:51:32.585 --> 01:51:34.166
And so keep in mind,

2928
01:51:34.346 --> 01:51:36.368
and I've said this on my walk and talk videos,

2929
01:51:37.049 --> 01:51:39.971
I now look at through a lens of when I go to get coffee,

2930
01:51:40.291 --> 01:51:40.632
when I go,

2931
01:51:40.992 --> 01:51:42.033
whatever is there,

2932
01:51:42.113 --> 01:51:45.876
is there going to be an Elon Musk robot serving my coffee?

2933
01:51:45.916 --> 01:51:47.077
And they're going to look at me and go,

2934
01:51:47.477 --> 01:51:47.638
hi,

2935
01:51:47.738 --> 01:51:47.978
Jeff,

2936
01:51:48.038 --> 01:51:48.518
how are you?

2937
01:51:48.519 --> 01:51:49.1000
You want another double chocolate,

2938
01:51:50.080 --> 01:51:50.320
you know,

2939
01:51:50.360 --> 01:51:50.920
macchiato,

2940
01:51:51.020 --> 01:51:52.882
whatever crap that stuff is for $9.

2941
01:51:53.202 --> 01:51:53.843
Of course I do.

2942
01:51:54.083 --> 01:51:56.085
Let me get my points and scan my points.

2943
01:51:56.565 --> 01:51:56.785
Right.

2944
01:51:57.386 --> 01:51:58.287
That's what's coming.

2945
01:51:58.288 --> 01:51:59.127
Yeah.

2946
01:51:59.167 --> 01:51:59.668
And.

2947
01:52:00.056 --> 01:52:01.817
But is that going to put people out of work?

2948
01:52:01.957 --> 01:52:02.797
I don't think so.

2949
01:52:03.037 --> 01:52:03.237
Now,

2950
01:52:03.497 --> 01:52:04.077
I shouldn't say that.

2951
01:52:04.217 --> 01:52:04.457
Yes,

2952
01:52:04.497 --> 01:52:05.377
in some areas,

2953
01:52:05.458 --> 01:52:07.898
but in a lot of other ones,

2954
01:52:08.018 --> 01:52:15.400
I think it's going to be a greater demand for human interaction because robots are doing the stuff you don't want to do.

2955
01:52:15.760 --> 01:52:16.741
My wife right now,

2956
01:52:17.161 --> 01:52:19.481
if you could have a robot that would just fold,

2957
01:52:19.621 --> 01:52:21.242
do the laundry and make the bed,

2958
01:52:21.582 --> 01:52:23.923
she'd pay over $110,000 for that right now.

2959
01:52:24.443 --> 01:52:24.763
Done.

2960
01:52:25.503 --> 01:52:25.663
Like,

2961
01:52:25.723 --> 01:52:26.623
take it out of retirement.

2962
01:52:26.743 --> 01:52:27.624
We're getting that.

2963
01:52:28.264 --> 01:52:28.904
It's coming.

2964
01:52:29.024 --> 01:52:31.006
The Optimus robots are coming.

2965
01:52:31.546 --> 01:52:32.307
Like Musk has,

2966
01:52:32.587 --> 01:52:34.589
he shut down the Model

2967
01:52:35.309 --> 01:52:36.350
X and the Model

2968
01:52:37.291 --> 01:52:40.173
S, the two flagship products,

2969
01:52:40.513 --> 01:52:44.597
to free up space in his gigafactories to make these robots.

2970
01:52:44.877 --> 01:52:44.997
Wow.

2971
01:52:45.377 --> 01:52:47.199
And they're going to be putting out millions a year.

2972
01:52:47.639 --> 01:52:48.860
And so it's coming.

2973
01:52:49.681 --> 01:52:50.401
It's coming.

2974
01:52:50.902 --> 01:52:52.723
And we'll look back at this in five years.

2975
01:52:52.763 --> 01:52:53.084
You're going,

2976
01:52:53.085 --> 01:52:53.144
oh,

2977
01:52:53.145 --> 01:52:53.324
shit,

2978
01:52:53.344 --> 01:52:53.524
Jeff,

2979
01:52:53.564 --> 01:52:53.884
you're right.

2980
01:52:53.924 --> 01:52:55.145
Look at all the robots we have now.

2981
01:52:55.485 --> 01:52:58.388
But it's like they're doing this stuff that's either.

2982
01:52:58.708 --> 01:52:59.328
hazardous,

2983
01:53:00.269 --> 01:53:00.969
let them do it.

2984
01:53:01.149 --> 01:53:01.370
Sure.

2985
01:53:01.650 --> 01:53:01.890
Right?

2986
01:53:02.190 --> 01:53:06.532
Or it's things that they can get it done and they don't take time off.

2987
01:53:07.233 --> 01:53:07.533
Right.

2988
01:53:08.053 --> 01:53:09.094
They're not complaining.

2989
01:53:09.754 --> 01:53:11.695
You tell them exactly what your core values are,

2990
01:53:11.715 --> 01:53:13.076
what your core mission is ahead of time,

2991
01:53:13.456 --> 01:53:14.597
upload that in their mainframe.

2992
01:53:14.598 --> 01:53:15.217
It's a done deal.

2993
01:53:15.817 --> 01:53:20.460
What's one thing happening at Wes Henderson in the next 12 months that you're most excited about?

2994
01:53:21.661 --> 01:53:24.422
Really probably getting our open heart program going.

2995
01:53:24.502 --> 01:53:27.444
I don't necessarily know that it's going to happen in the next 12 months.

2996
01:53:27.445 --> 01:53:27.744
That's cool.

2997
01:53:27.784 --> 01:53:30.246
quite a process to start a program like that,

2998
01:53:30.386 --> 01:53:41.395
but that would be next on our agenda of really kind of fulfilling that strategic plan that we had talked about when opening the hospital of being able to provide that service within the community.

2999
01:53:41.495 --> 01:53:41.676
So,

3000
01:53:41.696 --> 01:53:43.257
um,

3001
01:53:43.277 --> 01:53:43.497
again,

3002
01:53:43.697 --> 01:53:45.279
number one killer within our country.

3003
01:53:45.939 --> 01:53:46.179
Um,

3004
01:53:46.299 --> 01:53:48.061
we think we could do this really well,

3005
01:53:48.521 --> 01:53:50.083
same level we do everything else.

3006
01:53:50.683 --> 01:53:50.803
Um,

3007
01:53:50.804 --> 01:53:56.008
and I think we'll attract a lot of high performers that want to be a part of what we do here at West Henderson.

3008
01:53:56.768 --> 01:53:57.650
I'm excited for that.

3009
01:53:57.690 --> 01:53:57.951
Again,

3010
01:53:58.572 --> 01:54:01.218
not entirely certain it'll happen exactly within that

3011
01:54:01.559 --> 01:54:02.481
12-month time period,

3012
01:54:03.303 --> 01:54:05.387
but it's on the strategic plan,

3013
01:54:05.467 --> 01:54:07.652
and we're chomping at the bit to get going with it.

3014
01:54:08.372 --> 01:54:12.375
If someone's listening and they want to bring their family's care to Wes Henderson,

3015
01:54:12.756 --> 01:54:13.516
what's the first step?

3016
01:54:15.358 --> 01:54:15.598
Come.

3017
01:54:16.239 --> 01:54:19.982
If there's any component where you're thinking about utilizing our emergency room,

3018
01:54:20.242 --> 01:54:20.502
come.

3019
01:54:21.543 --> 01:54:23.264
With your primary care physician,

3020
01:54:24.225 --> 01:54:27.188
if you're thinking about having a elective surgery,

3021
01:54:27.308 --> 01:54:32.332
let's say you're needing to get a total knee replacement or a total hip replacement,

3022
01:54:32.832 --> 01:54:35.334
talk to your primary care physician about that,

3023
01:54:35.434 --> 01:54:37.176
that you want to be with someone at.

3024
01:54:37.580 --> 01:54:38.781
West Henderson Hospital.

3025
01:54:39.201 --> 01:54:40.802
That's where your preference is for the surgery.

3026
01:54:41.382 --> 01:54:46.725
And they will know providers potentially that have association and privileges here at the hospital.

3027
01:54:47.646 --> 01:54:51.568
You can go onto our website and look at all the providers who have privileges here.

3028
01:54:52.528 --> 01:54:55.430
Anyone can reach out to me on via email,

3029
01:54:55.570 --> 01:54:56.310
ask the CEO.

3030
01:54:57.151 --> 01:54:59.012
I get that quite excessively.

3031
01:54:59.172 --> 01:54:59.412
Hey,

3032
01:54:59.812 --> 01:55:00.673
I want to have a surgery.

3033
01:55:00.753 --> 01:55:02.614
does this doctor work at your hospital?

3034
01:55:03.634 --> 01:55:06.676
And oftentimes the surgeon does.

3035
01:55:07.036 --> 01:55:07.657
If they don't,

3036
01:55:07.937 --> 01:55:09.458
we pursue that surgeon and say,

3037
01:55:09.518 --> 01:55:09.638
hey,

3038
01:55:09.898 --> 01:55:13.901
one of your patients is reaching out to us and has a desire to have surgery here.

3039
01:55:14.422 --> 01:55:15.743
Are you hearing that frequently?

3040
01:55:16.283 --> 01:55:21.147
Here's how we can provide you great service for you as a surgeon at the hospital.

3041
01:55:21.967 --> 01:55:24.970
So most of the time when people are going to utilize a hospital,

3042
01:55:25.390 --> 01:55:28.913
they're going to be having a surgery or they're going to be utilizing emergency services.

3043
01:55:30.114 --> 01:55:33.116
would never tell someone to uh if they're having

3044
01:55:33.736 --> 01:55:37.418
really critical situations and they need to get to the closest emergency department,

3045
01:55:37.538 --> 01:55:39.258
get to the closest emergency department.

3046
01:55:39.618 --> 01:55:40.679
If it's something that,

3047
01:55:41.039 --> 01:55:41.279
you know,

3048
01:55:41.419 --> 01:55:42.660
you're able to drive yourself,

3049
01:55:42.1000 --> 01:55:44.380
we think we're worth the drive.

3050
01:55:45.061 --> 01:55:46.181
But for those critical things,

3051
01:55:46.221 --> 01:55:47.862
call 911.

3052
01:55:48.002 --> 01:55:51.163
But I think explore the hospitals,

3053
01:55:51.523 --> 01:55:51.983
go out,

3054
01:55:52.284 --> 01:55:53.024
walk in them,

3055
01:55:53.624 --> 01:55:55.625
see how it feels to you when you walk in.

3056
01:55:56.165 --> 01:55:57.366
You walk in the hospital,

3057
01:55:57.726 --> 01:56:03.228
are people ignoring you and pretending they didn't see you and got their heads down and phones are like greeting you and saying.

3058
01:56:03.488 --> 01:56:03.648
hi,

3059
01:56:03.808 --> 01:56:04.209
good morning.

3060
01:56:04.429 --> 01:56:04.789
Welcome.

3061
01:56:05.009 --> 01:56:05.430
How are you?

3062
01:56:06.451 --> 01:56:08.052
Because that's one of our meeting,

3063
01:56:08.152 --> 01:56:11.595
one of our high performer etiquettes here that we expect of people within the hospital.

3064
01:56:11.815 --> 01:56:15.398
So you're going to feel it when you walk into a hospital.

3065
01:56:15.498 --> 01:56:19.822
You're going to feel the culture in the first five minutes that you're in the doors.

3066
01:56:19.982 --> 01:56:22.224
And is this a place where

3067
01:56:22.564 --> 01:56:24.466
I would feel comfortable having my care?

3068
01:56:25.306 --> 01:56:27.488
If you're new to the community and you want to come meet me,

3069
01:56:27.929 --> 01:56:28.569
reach out to me.

3070
01:56:28.869 --> 01:56:31.792
I'd be glad to talk to you about what we offer here at the hospital.

3071
01:56:32.092 --> 01:56:34.134
provide a tour to anyone at the hospital.

3072
01:56:35.074 --> 01:56:45.423
We do them constantly to make sure people are informed of what we have to offer and what type of service we'll give to them if they're in an emergent or elective situation.

3073
01:56:47.064 --> 01:56:48.866
When patients leave West Henderson,

3074
01:56:50.187 --> 01:56:51.728
what do you want them to tell their friends?

3075
01:56:53.049 --> 01:56:54.470
I want them to be able to say,

3076
01:56:55.611 --> 01:56:59.054
if I'm ever in a situation that I need me,

3077
01:56:59.594 --> 01:57:00.355
my family,

3078
01:57:00.655 --> 01:57:01.416
my friends.

3079
01:57:01.920 --> 01:57:06.322
I will not go anywhere else except West Henderson Hospital because

3080
01:57:07.022 --> 01:57:08.783
I was treated like family there.

3081
01:57:09.183 --> 01:57:11.064
I was treated with courtesy,

3082
01:57:11.404 --> 01:57:12.004
respect.

3083
01:57:12.765 --> 01:57:14.826
Everyone there had a smile on their face.

3084
01:57:15.146 --> 01:57:20.108
Everybody you could tell enjoyed being there and working in that facility.

3085
01:57:20.868 --> 01:57:29.852
They gave you the same type of respect and attention that you would expect if it was their family member and that it's worth the drive.

3086
01:57:30.316 --> 01:57:30.536
Right.

3087
01:57:30.656 --> 01:57:37.198
It's worth doing the investment and maybe a couple more minute drive because you're going to get seen faster.

3088
01:57:37.598 --> 01:57:41.499
You're going to get the service that you expect and you're going to get safer care.

3089
01:57:42.599 --> 01:57:43.840
And again,

3090
01:57:43.900 --> 01:57:46.320
I would encourage people to go read the Google reviews.

3091
01:57:46.580 --> 01:57:48.541
This is what people say already.

3092
01:57:49.201 --> 01:57:50.101
Those mean a lot.

3093
01:57:51.082 --> 01:57:57.443
But the ones that I love are when people say it is the best hospital that I've ever been to,

3094
01:57:58.144 --> 01:57:59.644
because that doesn't just tell us that.

3095
01:57:59.960 --> 01:58:01.861
We're the best hospital within Las Vegas.

3096
01:58:01.881 --> 01:58:02.722
And it doesn't just say,

3097
01:58:03.042 --> 01:58:03.182
hey,

3098
01:58:03.202 --> 01:58:05.623
we won gold in the best of Las Vegas competition.

3099
01:58:06.364 --> 01:58:10.466
We all know Vegas is a melting pot for a lot of different people from around the country.

3100
01:58:10.706 --> 01:58:11.707
And people say,

3101
01:58:12.207 --> 01:58:13.227
I came from New York.

3102
01:58:13.488 --> 01:58:17.330
I came from this area who historically has great health care.

3103
01:58:17.630 --> 01:58:20.752
But this is the best hospital I've ever been to.

3104
01:58:21.852 --> 01:58:23.713
And I want that message spread widely,

3105
01:58:24.634 --> 01:58:25.514
not just in Vegas,

3106
01:58:25.554 --> 01:58:26.355
but around the country.

3107
01:58:27.135 --> 01:58:27.755
It is...

3108
01:58:30.892 --> 01:58:33.295
I'm a big advocate of legacy.

3109
01:58:33.715 --> 01:58:33.935
Yes.

3110
01:58:34.095 --> 01:58:34.315
Right?

3111
01:58:34.636 --> 01:58:39.360
Like I love my kids and I try to do right as an example to them,

3112
01:58:39.460 --> 01:58:40.881
but just to be a good person,

3113
01:58:41.041 --> 01:58:41.482
like I said,

3114
01:58:41.502 --> 01:58:45.085
like to pick up the camera and say nice things about anything to celebrate that.

3115
01:58:45.325 --> 01:58:45.545
And

3116
01:58:46.446 --> 01:58:54.192
I want to tell you as friends that your legacy for this property in another hundred years,

3117
01:58:54.253 --> 01:58:55.434
when you're ashes and dust,

3118
01:58:56.174 --> 01:58:58.116
the impact you will have had.

3119
01:58:59.144 --> 01:59:04.561
on the community and the people around here will be immeasurable.

3120
01:59:05.584 --> 01:59:05.704
Well,

3121
01:59:06.146 --> 01:59:06.727
that means.

3122
01:59:07.321 --> 01:59:08.001
More than you know.

3123
01:59:08.602 --> 01:59:10.282
We've poured our heart and souls into this,

3124
01:59:10.362 --> 01:59:12.743
and it's a big thing that I think of as well,

3125
01:59:13.363 --> 01:59:14.244
sort of that legacy,

3126
01:59:14.424 --> 01:59:17.945
how do you want to be remembered for what you did and how you impacted other people.

3127
01:59:19.066 --> 01:59:20.726
I want other leaders to say,

3128
01:59:21.547 --> 01:59:21.827
man,

3129
01:59:21.867 --> 01:59:22.507
he was tough,

3130
01:59:22.947 --> 01:59:23.367
but man,

3131
01:59:23.407 --> 01:59:25.268
did he make us better as a team.

3132
01:59:25.949 --> 01:59:26.169
Man,

3133
01:59:26.189 --> 01:59:27.749
did he push us to new levels,

3134
01:59:27.809 --> 01:59:30.370
but look at what we did for our community.

3135
01:59:31.271 --> 01:59:32.051
And the hope is,

3136
01:59:32.231 --> 01:59:32.631
again,

3137
01:59:34.192 --> 01:59:35.412
even 10 years from now,

3138
01:59:35.413 --> 01:59:36.233
Um,

3139
01:59:37.113 --> 01:59:40.075
people in this community say that narrative,

3140
01:59:40.495 --> 01:59:43.117
the best place to go for healthcare is not the airport.

3141
01:59:43.217 --> 01:59:44.598
It's West Henderson hospital.

3142
01:59:45.219 --> 01:59:46.219
They were the catalyst.

3143
01:59:46.339 --> 01:59:49.722
They changed the expectation and the standard for healthcare.

3144
01:59:50.723 --> 01:59:51.043
Agreed.

3145
01:59:51.303 --> 01:59:51.543
Thank you,

3146
01:59:51.544 --> 01:59:51.883
my friend.

3147
01:59:51.884 --> 01:59:52.524
This has been great.

3148
01:59:52.644 --> 01:59:52.984
Thank you.

3149
01:59:53.064 --> 01:59:54.165
It's been an absolute pleasure.

3150
01:59:54.166 --> 01:59:54.845
Appreciate it.

3151
01:59:55.706 --> 01:59:56.447
Always welcome here.

3152
01:59:56.448 --> 01:59:57.407
If you ever need anything,

3153
01:59:57.667 --> 01:59:58.468
you just let me know.

3154
01:59:58.588 --> 01:59:59.449
I'll get you taken care of.

3155
01:59:59.509 --> 01:59:59.809
Thank you.