cheryl piencak dir., organizational change...
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Cheryl PiencakDir., Organizational Change
October 11, 2012
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Objectives
1. Overview Advocate Health Care
2. Journey to Excellence: The Advocate Experience
3. Five Phases of Implementation
4. Lessons Learned
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Advocate Health Care• Formed in 1995
• Faith‐based, not‐for‐profit organization
• Largest integrated health system in Illinois
• 33,000+ associates
• Over 250 sites of care
• 10 acute‐care hospitals
• 2 integrated children’s hospitals
• State’s largest physician network
• One of largest home health companies in the state
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MissionTo serve the health needs of individuals,
families and communities through a wholistic philosophy, rooted in our
fundamental understanding of human beings as created in the image of God.
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Values
CompassionEquality
ExcellencePartnershipStewardship
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Philosophy
The care we provide is wholistic.
We understand people have physical, emotional, and spiritual needs; all vital to
health and healing.
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MISSION, VALUES, PHILOSOPHY
Advocate Experience
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The Advocate Experience
Creating the best place for patients to
heal, physicians to practice, and
associates to work.
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Our MVP calls us to provide an excellent environment where:
Patients feel cared for, and experience extraordinary service, safety and quality
Physicians feel supported, and know that their patients are getting great care, and
Associates feel valued, and know that their work is purposeful, worthwhile and makes a difference
“Why” this Journey
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VISION:Best health outcomes and lifelong relationships
with the people we serve
MISSION, VALUES, PHILOSOPHY
Advocate Experience
SAFETY SERVICEQUALITY
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A Culture of Excellence at Advocate1. Builds and enhances all relationships
2. Engages leaders, associates & physicians purposefully
3. Commits to creating and developing leaders
4. Aligns goals and priorities horizontally and vertically
5. Expects standard behaviors and practices
6. Provides a recognition rich environment
7. Hardwires accountability mechanisms
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Foundation Performance Enhancement
Align Vision
Align Goals /Accountability
Align Behavior Align Processes
* Adapted from Studer Group Evidence-based Leadership
Evidence‐based Leadership Model
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Behaviors of Excellence
Five Phases of Implementation
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• Phase I: Design
• Phase II: Leader Roll-out
• Phase III: Associate Roll-out
• Phase IV: Communication/Reinforcement
• Phase V: Embed in HR Systems and Processes
Five Phases of Implementation
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Behaviors of Excellence
Phase I: Design
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Creating One Set of System BehaviorsSystem Task Force, February 2011
Comprised of representation from every site; leader, associate, and physician
Gathered feedback from other associates, Presidents and EMT
Key Objectives
Align with our MVP
Capitalize on current individual site standards
Ensure applicability across the system
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AE Video
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I will always…
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Behaviors of Excellence
Phase II: Leaders Go First
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• Introduction at system leadership eventDemonstrateSign the documentDiscuss with leader or leadership team
• Continuous communication and reinforcementElectronic postcards Introductory videoSite level LDIs
Phase II: June 2011 ‐ Leaders Go First
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Behaviors of Excellence
Phase III: Associates
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Introduction, Education and Reinforcement
• Weekly “Be…” teaser postcard
• Overview video
September ‐ November 2011
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Site Behaviors of Excellence Team
1. Create awareness and understanding
2. Continuously reinforce the importance and connection to our MVP (the ambassadors)
3. Create energy and engagement during each month’s “Be…” focus
4. Assess degree of hardwiring in departments and the organization overall (mystery shoppers)
5. Partner with Communication and Recognition Teams
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Associate Launch Day – November 2011• Site planned activities
Executives and associates at building entrances in Behaviors of Excellence t‐shirts
Tables in main areas
Behaviors of Excellence badges and other give‐aways
• Computer‐based training module – “live”Electronic signature commitment
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Behaviors of Excellence
Phase IV: Communication/Reinforcement
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PowerPoint presentations
Talking points
FAQ document
Behavior discussion guides
Leadership Toolkit
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“Be of the Month” Campaign
• January – May 2012
“Be…” electronic postcards
Table tent cards
Posters
Flat screen videos
Site level events and activities
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Behaviors of Excellence
Phase V: Core HR Systems and Processes
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1. Selection
2. Orientation / Training
3. Policies and Procedures
4. Performance Management
5. Metrics
HR Core Systems and Processes
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January/February 2012•Career Page•Application Packet •Phone Screen•New Leader Orientation•Policies (March)
February 2012•New Associate Orientation•Annual Reviews: Management•Annual Reviews: Supervisors/ FLL (Interim)
• 90‐day Reviews: Management and FLL
April 2012• 90‐day Reviews: Associates•Associate Satisfaction Survey (New Questions)
June 2012•Annual Reviews: Associates and FLL (Final State)
• Selection Interviews•Associate Handbook
Implementation Timeline
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Performance Management – Early 2012
Management
• Included in performance review
90‐day review – Feb.Annual review – Feb.
• Anchor descriptors
• 1 ‐5 rating scale each “Be”
• 30% weight on behaviors (70% on goals)
Associates
• Included in performance review
90‐day review – AprilAnnual review – June
• Anchor descriptors
• 1‐5 rating scale each “Be”
• 50% weight on behaviors (50% job accountabilities)
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High–Solid–Low
Performance Management – 2012/2013
Primarily based on Behaviors of Excellence
Management ‐ 4th Quarter 2012
Front line supervisors ‐ 1st Quarter 2013
Associates ‐ 2nd Quarter 2013
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Measuring Culture Change
Associate Satisfaction Survey – April 2012
1. Senior leaders at my site demonstrate the Behaviors of Excellence.
2. The person I report to demonstrates the Behaviors of Excellence.
3. My co‐workers demonstrate the Behaviors of Excellence.
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Lessons Learned
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Lessons Learned
Successes
• Executive engagement
• Service teams
• Site level creativity/individuality
• System communication/marketing
• Sharing of ideas across system
Opportunities
• Evaluation at performance reviews
• Greater consistency in LDI content
• Discussions at team/department levels on “what does it look like”
• Continued visibililty
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Advocate Motivational Video
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Advocate Experience
People are our inspiration…
changing lives is our passion.