communities-of-practice/ w ait, you want me to do all this virtuall y??
Post on 03-Jan-2016
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NavigatingVirtual
FacilitationVanessa Nguyen, MPHKris Neuhaus, MD, MPHVictoria Hall, RN, MPH
http://www.sambradd.com/facilitation-resources-communities-of-practice/
http://www.sambradd.com/facilitation-resources-communities-of-practice/
WAIT, YOU WANT ME TO DO ALL THIS VIRTUALLY??
http://www.ahrq.gov/professionals/prevention-chronic-care/improve/system/pfhandbook/fig3.1.gif
Medium Opportunity Challenge/Obstacle
Text communications • Email • ‘live chat’
i.e. Gmail, ICQ
Cost-effective, generally accessible, easily learned and used by most people Quick, succinct information sharing
May complicate relationship building efforts through misinterpretations. May be seen as less formal, less thoughtful
Web conferencing (audiovisual) • GoToMeetin
g, WebEx, Google Hangouts
Provides opportunity for face-to-face interaction Enhances relationship-building among team members in different locations
Need appropriate equipment: webcam, microphone for computer May be new to some people; are they willing to learn?
Other online tools • Collaborativ
e workspaces
• Remote access: GTM, TeamViewer
• Doodle, etherpads
People in different locations can work on the same document/computer Allows for editing, feedback & information sharing in real-time
May be new to some people; are they willing to learn?
VIRTUAL TEAM BUILDING
We don’t have Counselor Troi
… to advise us on matters of protocol.
WEARE
TRIBAL
Initial assessment of virtual team Challenge level Specifications
FACTORS LOW MED HIGH DESCRIPTION
Team issues
Project goals x Team composition x Team tasks x Time frame x
Boundary issues
Organizational x Cultural x Language x English, bi-lingual Spanish, PortugueseTime x 4 zones, confusion scheduling meetingsDistance x too far to travel for most sites
Organizational Policies
Nature of organization solo, LLC, large multi-specialtyHR policies x IT policies x Security policies x Knowledge management x Financial barriers x cost for dedicated site manager time
Technology issues
Availability x variable registry functionCompatibility x multiple EHRs, CDS (third party pop health)Competence x varied knowledge/skill with EMR function
TOTAL (add checks for each) 5 10 2
LOW TOUCH MEDIUM TOUCH HIGH TOUCH
Text-based communication may be adequate:•Email•Home page referral
“Rich channels” needed:•Telephone•Video conferencing•Live chatting
Whenever possible:•Face-to-face contact•Frequent “rich channel” follow-up
•Routine project and tasks•Experienced virtual team members•Within one organization•High levels of organizational support•Suitable technology available•Short term project, tight deadline
•More complex project•Little or no virtual team experience• Inter-organizational team•Varying levels of organizational support•Unequal access to technology
•Complex, non-routine tasks•Little or no virtual team experience• Inter-organizational team•Varying levels of organizational support•Unequal access to technology• International/intercultural team/different languages•Long time frame
PRACTICAL ASPECTS
Addressing VF LimitationsBiggest challenge - participants are/become noncommittal so can (appear to) be inaccessible• Identify precise communication barriers:
technology, time, interest? (go back to template/re-evaluate)– Leadership buy-in? “Sell it” again– Stay close to those who are accessible and
committed– Replace participants or adopt substitutes
• Reevaluate goals – are they obtainable?
Addressing Common Limitations of VFUsers may become non-committal and (at least appear to be) inaccessible
Identify precise communication barriers: technology, time, interest? • Leadership bought in?• Replace participants or adopt
substitutes• Stay close to those who are
accessible and committedReevaluate goals – are they obtainable?Find ways to make your work relevant to their other priorities
Users may be unfamiliar with virtual technology
• Assess willingness to change/learn • Start with more traditional
technology (i.e. phone, email, letters) to teach about newer technologies
• Find ways to make virtual technologies applicable to work being done outside your specific project
Takes longer time to build trust
• Allow for extra time at the beginning in project timeline to allow for the creation of team processes
• Create opportunities for informal interactions to help develop rapport
Lessons learned from CKD
• Data from study–Practices are highly driven by performance
data –Practices are juggling many competing
demands; ideally your project should coincide their current priorities/goals –Work towards 1-2 specific, measureable,
realistic goals • Change takes time & their will likely be unexpected challenges along the way
• Allow time for relationship/team building
Tips for success~ Know the territory ~
• Become very familiar with clinic systems– Leadership structure– Health IT: EMR, CDS– TRANSLATE example?
• Find/know your place on the team
Tips for success~ Equip team ~
• Clearly define objectives, roles and responsibilities• Standing meetings, send
meeting reminders• Keep it short and simple,
avoid information overload• Teach by example• Ultimate goal = make
yourself unnecessary
Tips for success~ Build relationships ~
• Communicate! – the good, bad, and the ugly – transparency builds trust• Follow-through is crucial• Be flexible and adaptable to
last-minute changes – the practice comes first• Celebrate milestones!
Distance shouldn’t be a factor in a relationship but communication, trust and commitment should be.
Acknowledgements
Linda Kahn, PhDBonnie Vest, PhDNadia Ramos, BA
Emily Bullard, MPH
Lyndee Knox, PhD
Chester Fox, MD
Resources: is.gd.vf101
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