Journey to Excellence J2E. Studer Group Partner 1

Transcription

1 Journey to Excellence J2E Studer Group Partner 1

2 Healthcare Flywheel Prescriptive To Do s Purpose, worthwhile work and making a difference Bottom Line Results (Transparency and Accountability) WHY Self Motivation 2

3 Evidence Based Leadership SM Rev 2.08 Foundation STUDER GROUP: Objective Evaluation System Leader Development Must Haves SM Performance Gap Standardization Accelerators Implement an organizationwide staff/leadership evaluation system to hardwire objective accountability Aligned Goals Aligned Behavior Aligned Process Create process to assist leaders in developing skills and leadership competencies necessary to attain desired results Agreed upon tactics and behaviors to achieve goals Rounding for Outcomes: (10pts) Thank you notes: (2 pts) Selection and the 1st 90 Days (8 pts) Key Words at Key Times (5 pts) Post Phone Calls (10 pts) Re recruit high and middle performers Move low performers up or out Processes that are consistent and standardized throughout the company Leader Eval Mgr (LEM) Staff Eval Mgr (SEM) Discharge Call Manager (DCM) Rounding Mgr Idea Express 3

4 FY 2012 Organization Goals People DRAFT 20% Service 15% Quality 15% Funding Our Future 40% Growth 10% Goals and Metrics Turnover All Organization Wide < 17% Weight 7% Turnover RN Organization Wide < 13% Weight 6.5% Employee Satisfaction >75 th percentile Weight 6.5% Inpatient Satisfaction >93 rd percentile Outpatient Satisfaction >75 th percentile ED Patient Satisfaction >80 th percentile HCAHPS Overall Rating of Care >90 th percentile Ambulatory Surgery 50 th percentile Core Measure Cumulative Score >= 97% Weight 15% Operating Margin >2.5% Weight 10% AR Days <60 Weight 5% Acute ALOS <Expected ALOS Weight 5% Days Cash on Hand > 145 Weight 5% Labor Expense < 36.9% of Hospital Net Revenue Weight 7.5% Chargeable & Nonchargeable supplies < 15.9% of Hospital Net Revenue Weight 7.5% 5% Increase in Adjusted Discharges Weight 2.5% 15% Increase in Open Hearts Weight 2.5% 18% Increase in Cath Lab Procedures Weight 2.5% Incremental Research Revenue of $800K Weight 2.5% 4

5 Leader Rounding on Employees for Outcomes Build Relationships Harvest Wins: What is going well? Are there any individuals you would like me to compliment? Are there any physicians I need to recognize today? Identify Process Improvement Areas: What systems can be working better? Repair and Monitor Systems Do you have the tools and equipment to do your job? 5

6 The Power of Thank-you Notes Written Thanks From Managers are one of the Must Haves Make it personal Be Specific Mail to Employee s Home Employees often bring the notes from home and pin up in their workspace/office Encourages positive behavior for coworkers who want to receive a Thank You note Objective Evaluation System Standardization Accelerators 6

7 Employee SERVICE Standards of Behavior As an employee of Lafayette General Medical Center, I believe that there is no higher responsibility than to provide and ensure high quality and a caring environment for our patients, customers, and coworkers. I know that I am only one person, but I also know that it only takes one person to make a difference, either positive or negative. When I choose to work at LGMC, I am choosing to embrace the following SERVICE standards and behavioral values in order to promote the mission and vision of our organization. I will be both committed to and accountable for demonstrating supportiveness, etiquette, respect, vibrancy, integrity, communication, and excellence in service delivery by adhering to the behaviors specified in this document. Supportiveness I will welcome new employees to the department. I will be a team player and work collaboratively to help others, including those outside of my departments. I will avoid using the phrase, that s not my job. I will recognize, praise, and thank my fellow workers as well as my customers and patients. I will have a mentor and be a mentor. I will promote confidence in LGMC by speaking well of my co workers, medical staff, and our organization, especially but not only, in front of patients. Etiquette I will introduce myself, position, and purpose prior to any treatment, procedure, or service delivery. I will use proper phone etiquette by identifying myself & the department, followed by a pleasant greeting. I will follow the 10/5 rule: acknowledging the person at 10 feet away with a smile, saying hello at 5 feet away. I will allow patients, customers, & guests on and off an elevator first. I will help lost guests and new employees by escorting them to their destination. I will avoid pointing and direction giving to the greatest extent possible. Respect I will dress to reflect respect and professionalism. I will be mindful of what my appearance portrays by wearing clothes that are clean, neat, and in good repair. (Policy V D4) I will respect my coworkers by ensuring that my workspace is clean, neat, and organized prior to leaving each day or night. I will respect my patient s dignity. I will knock before entering a room and appropriately cover patients being transferred or transported. I will respect religious and cultural diversity as well as those with special needs. Vibrancy I will make a conscious decision to have a positive, willing, and flexible attitude each day. I will appear attentive and alert, ready to help at all times. I will promptly acknowledge people who approach me or my desk. I will wear my name badge properly on the upper part of my body where it proudly communicates who I am and what I do. I will promote a nurturing, healing, and safe physical environment by removing clutter, ensuring cleanliness, and keeping equipment in working order. I will report any damaged equipment or unsafe situations i immediately. I will care for my own health, well being, and emotions so that I can better care for others. I will embrace change by contributing & being open to new ideas & approaches. Further, I will avoid using phrases like, but that s how we ve always done it. Integrity I will lead by example. I will ensure the privacy and validity of all medical records, correspondence, and confidential dialogue. I will proactively seek opportunities for continued learning as well as professional and personal growth. I will be fiscally responsible by not wasting hospital time, resources, or equipment. Communication I will explain processes & procedures in a way that is understood by the listener regardless of whether or not that listener is a patient, guest, or fellow employee. I will be sensitive to different cultures and offer the use of interpreter services as needed. I will remember that body language is a powerful communicator. I will smile and demonstrate an open, friendly posture. I will take the time to listen to employees, patients, customers, administrators, guests, etc. I will make eye contact when listening and speaking, at eye level when possible. I will give and receive constructive criticism in a timely manner, and turn it into an opportunity to improve. I will take the time to read hospital and system communications ( s, flyers, bulletins, policies, electronic boards, etc.) to stay informed of responsibilities, changes, and events. I will avoid repeatedly using the phrase, I didn t know. I will ensure that employees and patients are informed and updated about changes. Further, I will foster participation in decision making to the greatest extent possible. I will avoid using communication devices (cell phones, text, internet, ipod) for personal reasons during work time. (Policy V D7) Excellence (in service delivery) I will convey concern and compassion as well as a willingness to serve. I will respond to all calls for assistance in a timely manner (1 2 min.) and provide periodic progress reports. I will know and utilize the ACT Complaint Resolution/ Service Recovery Policy when presented with any complaint(s) from patients, visitors, employees, vendors, and medical professionals. (Policy II U) Above all, I will exceed the expectations of my customers, patients, and co workers by consistently doing the right thing, at the right time, for the right reason. I agree to abide by the preceding standards of behavior 7 for the duration of my career here. Signature Date

8 Here is what you will see Stop Light Report: Rounding Follow-up Completed! These are opportunities that we answered right away. Work in Progress: These are opportunities that we couldn t answer right away, but are working on. We can t do now and here is why: These are requests that we cannot do at this time and the reason why. The Stop Light Report is a way to communicate in writing (post on communication boards) how the ideas/concerns harvested in rounding are dealt with. Green Light items are things that have been addressed and are complete. Yellow Light items are things in progress. Red Light items are those issues or ideas that cannot be done with the reason why. 8