compelling physician engagement, resilience and leadership · 2 ©2016 language of caring, llc 5...

Webinar Presented by:

THANK YOU FOR JOINING US! Here you’ll find:

• Webinar Slide Presentation Notes Pages

• Info about our Blended Learning Programs and Implementation Services that Produce Lasting Breakthroughs in HCAHPS & CG-CAHPS Scores

o Language of Caring for Staff o Language of Caring for Physicians

• Company Overview

• Link to sign up for HeartBeat - our tool-packed monthly e-newsletter and receive free toolkit gift – 51 QUICK Employee Engagement Activities to Transform Your Meetings and Huddles

Compelling Physician Engagement,Resilience and Leadership

Jeremy Blanchard, M.D., M.M.M., C.P.EChief Medical Officer; St. James Healthcare

Sisters of Charity of Leavenworth Health

1

©2016 Language of Caring, LLC

Moderator: Jill Golde Partner Language of Caring

2


3

Impact

Patient Experience

Staff Engagement

CAHPS Scores

Physician Fulfillment

Patient-Centered

Care

Collaboration & Teamwork

Compassion & Empathy

PATIENT EXPERIENCE SOLUTIONS

3


4

NEXT WEBINAR HTTP://LANGUAGEOFCARING.COM/WEBINARS/UPCOMING-WEBINARS/

Coach Me to a 5!: How to Foster a Feedback-Rich Culture for Continuous Improvement

Language of Caring Presenters: • Dorothy Sisneros, MS, MBA; Partner • Philippa Kennealy, MD.; Senior Physician Coach• Janice Ganann, MEd, PCC; Senior Coach

Imagine an organization where open, thoughtful and helpful performance coaching conversations happen every day. Learn strategies, success factors, and tools that foster a feedback-rich culture that produces improvements in performance, productivity, jobsatisfaction and the patient/family experience.

Wednesday May 25, 2016 • 1pm – 2pm EDT

4

2

©2016 Language of Caring, LLC 5

COMPELLING PHYSICIAN ENGAGEMENT, RESILIENCE AND LEADERSHIP

Jeremy Blanchard, M.D., M.M.M., C.P.E. Chief Medical Officer; St. James Healthcare Sisters of Charity of Leavenworth Health


6

WEBINAR OBJECTIVES

• Identify the Laws of Performance key to engaging andmobilizing physician energy and change

• Demonstrate the power of adopting a Leadership Model todrive physician engagement initiatives

• Identify and investigate the need for resilience in theseopportunities

• Challenge you to adopt a Leadership Model as a framework for your physician engagement initiatives

6


7

OUTLINE

• 3 Laws of Performance• Tribal Leadership• Kadlec Hospitalist Program • Default Future• Applications • Homework

7

3


8

THE 3 LAWS OF PERFORMANCE

1.  How you perceive a situation determines your actions. 2. One’s perceptions are reflected in the language they

choose. 3.  Futuristic language changes how someone perceives a

situation.

Paraphrased from Zaffron and Logan, The Three Laws of Performance: Rewriting the Future of Your Organization and Your Life. 2008; Jossey Bass.

8


9


1. How you perceive a situation determines your actions. 2.  One’s perceptions are reflected in the language they

choose. 3.  Futuristic language changes how someone perceives a

situation.


9


10

WHAT IS YOUR LEADERSHIP MODEL? APPLYING A STRATEGY TO ENGAGE.

Question of Impact: have you ever consciously applied a defined leadership model?

• Introduction to Tribal Leadership• Birds flock, fish school, people “tribe.”

• People naturally form tribes. • Tribes are the basic building block of any large human

effort • Smaller groups are teams.

• Tribes always have more power than the leader. • What makes some tribes more successful than others—culture. • Tribes emerge from the language people use to describe themselves,

their jobs and others. 10

4


11

Stage Language Behavior Relationship to people

5 “Life is great” Innocent Wonderment Team

4 “We’re great” Tribal Pride Stable Partnership

3 “I’m great” Lone Warrior Personal Domination

2 “My life sucks” Apathetic Victim Separate

1 “Life Sucks” Undermining Alienated

THE FIVE STAGES OF TRIBAL LEADERSHIP

11


12

QUINTESSENTIAL STAGE 3: AN EXAMPLE

Three Physicians in the Elevator From Logan, Tribal Leadership

12


13

KADLEC REGIONAL MEDICAL CENTER HOSPITALIST PROGRAM: A STORY OF RESILIENCE

• Started 2004, Cogent • Breach of contract 2005, loss of 1st medical director • Kadlec Hospitalist program, 3 permanent directors

• 2008 hired an interim director • 22 FTE’s, 11 permanent and 11 locum positions • 2010 asked for the 5th time to take over the program • After assuming the program:

• 9 permanent and 13 locum staffed by 50 locum physicians • Poor quality scores, increased denials of transfers, poor patient

experience scores • Language:

• “We are good, everybody else is difficult.” • “It is tough being a hospitalist, you need to walk in my shoes.”

13

5


14


1. How you perceive a situation determines your actions. 2. One’s perceptions are reflected in the language they

choose. 3.   Futuristic language changes how someone perceives

a situation.


14


15

DEFAULT FUTURE, THE “HELL NO” MOMENT

• Default future• If no change then…. • The click down

• “Hell no” moment • Acceptance or defiance

Question of impact: what does leadership resilience look like to you?

15


16

A STORY OF APPLICATION: KADLEC’S HOSPITALIST PROGRAM

16

• There are five sequential stages that people (and tribes) can move in and out of.

• Tribal Leaders upgrade the tribal culture (by focusing on the language and behavior of the tribe).

• Change the language of the tribe, and you have changed the tribe itself.

Listen

Reflect on language-supported

perceptions

Assign the predominant stage to your

tribe

What is your tribe’s default future?

Apply futuristic language (Heck-No-Moment) Core

Values

6


17

EXAMPLES OF LEADERSHIP MODELS

• Myers Briggs • Strength Finders 2.0• Leadership on the Line• Multipliers • Little Bets • The Power of Servant Leadership• Leading Change

17


18

APPLYING A LEADERSHIP MODEL

• Find a model you can implement. • Make sure it intuitively makes sense to you. • Acquire examples of where it worked. • Develop metrics, outcomes and expectations. • Sell the model vertically as well as horizontally.

18


19

EXAMPLES OF THE APPLICATION OF TRIBAL LEADERSHIP AND THE 3 LAWS OF PERFORMANCE

• Kadlec Intensivist Program • Kadlec Hospitalist Program • Language of Caring for Physicians • Choosing Wisely • St James Hospitalist Program • Life Cycle of a Root Cause Analysis • Risk Discernment • Road to “High Reliability” • Physician Sustainment

Question of Impact: where could you apply Tribal Leadership and 3 Laws of Performance?

19

7


20

A BRIEF SYNOPSIS OF A TRIBAL LEADERSHIP APPLICATION FOR DISCUSSION • Language of Caring for Physicians

• Strategies o Hospitalist strategy o Tying to contracts

• Applying the model – identifying value, future vision• Life Cycle of the Root Cause Analysis

• Identify needed structure• Create value• Create your tribe• Apply the model - common language and futuristic language

• Physician Sustainment • Strategies

o Counter cultureo Bonding and trust

• Apply the model – common language and futuristic language

20


21

EXAMPLE: A JOURNEY TO STAGE 4

21

Intensivist Story


22

OPPORTUNITY FOR YOU: PREPARE A LETTER TO YOURSELF

• On the worksheet provided• Identify the tribe you see yourself involved with (OR group?

Administrative team?) • If you belong to more than one, pick the one you want to influence

most. • Record the stage of that tribe from your perspective. • Identify two things you can and will do to elevate that tribe.

• Address the envelope to yourself and put it in your drawer and open it up in 6 weeks.

• When you open the letter to yourself, check your progress and any change in your group’s tribal stage.

22

8


23

CLOSING THOUGHT: DR. DEBAKEY AND THE JANITOR

When shadowing Dr. Michael DeBakey, a reporter witnessed an exchange between the renowned surgeon and an elderly janitor who was sweeping the floor. Dr. DeBakey asked about the man’s wife and children. He told the older man, obviously not for the first time, that the hospital couldn’t function without the janitor because germs would spread, increasing the chances of infection. Later, the reporter tracked down the janitor and asked him, “What exactly do you do? Tell me about your job.” With pride, the janitor replied: “Dr. DeBakey and I? We save lives together.”

23


Questions/Comments?

24


25

25

Achieving an unparalleled patient experience and a culture of caring through exceptional communication.

Learn about our two powerful, web-based skill-building programs: • Language of Caring for Staff • Language of Caring for Physicians

For information? Contact:

Jill Golde, Partner 314-571-9607; [email protected]

languageofcaring.com

Phased Learning: Ten ModulesDeveloped by Wendy Leebov, Ed.D., best-selling author and patient experience expert1. Introducing The Language of Caring2. Heart-Head-Heart Communication3. The Practice of Presence4. Acknowledging Feelings5. Showing Caring Nonverbally6. Explaining Positive Intent7. The Blameless Apology8. The Gift of Appreciation9. Say It Again with HEART10. The Language of Caring: From Good to GREAT

Features z Managers lead! z One skill at a time z Short team sessions – under 30 minutes z Compelling videos shot on location at Banner Health z Built-in feedback and habit-building z CEU-ready z Web access to all resources on the Language of

Caring Client Portal

Help everyone in your organization speak the Language of Caring, so patients, families and coworkers feel their caring and become more trusting, less anxious, and engaged.

The Results: An energized, gratified workforce, a stellar patient experience, improved safety, higher CAHPS scores, and better outcomes

Typical Implementation Process

Groundwork and Customization

Leadership Kickoff

Facilitator Training

Employee Jumpstart Workshops

Learning Modules and Habit-Building in Work Teams

Language of Caring for Staff®

the skill-building solution that drives the patient and family experience to a breakthrough level

Achieving an unparalleled patient experience and a culture of caring through exceptional communication!

www.languageofcaring.com


Spoken from the Heart“We’re seeing that our associates are engaging patients. They’re thinking about what they’re doing and saying. They’re practicing the skills over and over. Our scores? We’ve seen steady

incremental improvement month after month since we started the Language of Caring.”Rob Gould, CEO Banner Desert Medical Center; Mesa, AZ

“Language of Caring is a game-changer. The Language of Caring has helped PeaceHealth ensure that our organizational vision — ‘Every person receives safe, compassionate care;

every time, every touch’ — is an intention and a reality.”Mary Lockhart, PhD, System Program Manager for Patient Experience PeaceHealth

Connect with us!Jill Golde, Partner314-571-9607 [email protected]

Dorothy Sisneros, Partner602-615-1192 [email protected]

Watch the introductory video and learn more by visiting: http://languageofcaring.com/programs/language-of-caring-for-staff/

The Language of Caring for Staff®

z Creates alignment by developing a common language and skill set for caring communication

z Mobilizes employees as engaged contributors who together create a community of caring

z Makes other initiatives, like rounding, pain management and reducing readmissions, more effective

z Encourages empathic communication, engagement and partnership—the keys to patient and family-centered care

z Leads to improved safety, better outcomes and higher CAHPS scores

Among Language of Caring Clients

Hospitals and Health Systems z Banner Health – multiple states z Fox Chase Cancer Center, PA z Humility of Mary Health Partners, OH z Johns Hopkins Medicine; MD z MD Anderson Cancer Center, TX z Memorial Hermann Health System, TX z Providence Health and Services – multiple states z St. Joseph Regional Medical Center, ID z St. Mary’s Hospital and Regional Medical Center, CO z WellSpan Health, PA

Medical Groups z Harvard University Health Services z Children’s Hospital of Philadelphia Care Network z New England Quality Care Alliance z Mount Auburn Cambridge Independent Providers

Association z PeaceHealth St. John Medical Center Physicians z Safety Net Institute - 15 Clinics, CA


Powerful Physician Engagement and Skill-Building ProgramCreated by Wendy Leebov, EdD & Carla Rotering, MD; grounded in evidence-based best practices

Eight Modules1. The Communication Solution2. Mindful Practice3. Collaboration and Teamwork4. Effective Openings and Closings5. Engaging Patients and Families as Partners6. Communicating with Empathy7. Effective Explanations8. Hard ConversationsFeaturesz Effective within extreme time constraints; CME-ready z Blended learning with short team sessions, videos, skill reference cards, and web-based toolsz Compelling videos filmed at MD Anderson with vivid

examples for inpatient, outpatient and medical office settings

z Certified coaches to guide implementation and provide ongoing support

z Mobile; easy access via secure client portal

Language of Caring for PhysiCians®

Strengthen the #1 source of physician satisfaction—the patient-physician relationship.Engage and revitalize physician energy and commitment.

Realities for Physicians1. Less autonomy, endless paperwork, the strain of defensive

medicine, crushing job stress and time pressure2. Anxiety about CAHPS scores and penalties for static

scores3. Consumer scrutiny and the social media grapevine4. The loss of relationships5. The challenges of team-delivered care

Strengthen physician communicationand everyone benefits

A Stronger Patient-Physician Relationship

Effective Patient & Family Engagement

Better Scores and Higher Earnings

Reduced Stress

Care Team Harmony & Collaboration

Patient Retention and Loyalty

More Fulfilling Work





Spoken from the Heart

“Language of Caring for Physicians is helping my colleagues share that empathy and compassion that they felt when they took the oath in medical school. And delivering a

great experience to patients by its nature delivers a great experience to us.”Jeremy Blanchard, MD Intensivist and Chief Medical Officer St. James Healthcare

“The Language of Caring is like having my own personal guide teaching me the ‘art’ of medicine. My patients and even their family members are thanking me for the care and attention I have

provided them even though the amount of time I spend with them hasn’t changed. This should be made a mandatory course in every medical school curriculum.”Dr. Thomas Corson Emergency Physician Banner McKee Medical Center

Connect with us!Jill Golde, Partner314-571-9607 | [email protected]

Dorothy Sisneros, Partner602-615-1192 | [email protected]

Language of Caring for Physicians®

z Engages physicians and all providers as partners in providing the remarkable patient and family experience

z Creates a common language of caring communicationz Strengthens adherence to care plan and patient

outcomesz Heightens team communication, respect, and

collaborationz Reinforces skills transferable to all settingsz Improves physician quality-of-life

Watch what clients are saying about Language of Caring for Physicians®. http://languageofcaring.com/programs/language-of-caring-for-physicians/results/

Comprehensive Resources

Among Language of Caring Clients z Adelante Healthcare (AZ) z Banner Health (Multi-State) z Lone Star Circle of Care (TX) z Northwestern Medicine (IL) z PeaceHealth (Multi-State) z Sisters of Providence (MA) z Southeastern Regional Medical Center (NC) z St. James Healthcare (MT) z St. Mary’s Medical Center (CO) z Truman Medical Centers (MO) z Wentworth Health Partners (NH)



Who is Language of Caring? Language of Caring is a healthcare consulting firm owned by partners Wendy Leebov, Jill Golde and Dorothy Sisneros. This powerhouse trio shares a passion for reshaping healthcare organizations to become communities of caring that ensure an exceptional patient, family and team experience. We’ve served as healthcare leaders, organization development professionals, instructional designers, strategists, and coaches. And, we’ve enlisted and certified a talented, committed team of physician and nurse leaders, trainers and team-builders who serve our clients as coaches, strategy partners and facilitators.

What We DoWe effectively engage physicians, nurses, and everyone on the healthcare team in mastering and using Language of Caring’s concrete communication skill set to achieve:

z Patient engagement and patient and family-centered care z Exemplary CAHPS scores and a reputation as provider of choice z Optimal reimbursement under Value-Based Purchasing z Greater alignment, inspiration, collaboration and engagement among the

entire healthcare team z And improved patient outcomes

We develop healthcare teams who speak the Language of Caring and deal effectively not only with patients’ medical needs, but also with their anxieties, fears, and concerns. We help organizations breathe new life into existing strategies and move performance to a breakthrough level.

Company overview: Language of Caring, LLC


“It has been an absolute pleasure to work with the Language of Caring team in two different healthcare

systems to create a differentiating culture of compassion. The training content is fabulous … simple to understand and extremely effective with patients and coworkers…. The Language of Caring team exemplifies service excellence by partnering with us to address our unique needs…. They have provided inspirational training and assistance as we work to create unsurpassed customer/employee-centered service.”Tracy Tannenbaum VP, Service Excellence

We engage hearts and minds, and the results are palpable.




...and GET YOUR FREE COPY of Icebreakers, Energizers and Mind-Benders: 51 QUICK Employee Engagement Activities to Transform Your Meetings and Huddles

http://languageofcaring.com/heartbeat-e-newsletter/

ON THE QUALITY PATIENT EXPERIENCE™

SIGN UP HERE FOR OUR FREE MONTHLY E-NEWSLETTER

(insights, tips & tools)

http://languageofcaring.com/heartbeat-e-newsletter/


compelling physician engagement, resilience and leadership · 2 ©2016 language of caring, llc 5...

Documents