creating and sustaining a culture of patient-centered excellence · 2018-04-14 · © baptist...
TRANSCRIPT
© Baptist Leadership Group, MMIX. All rights reserved.
Creating and Sustaining a Culture of Patient-Centered Excellence
Al Stubblefield President and CEO
April, 2012
© Baptist Leadership Group, MMIX. All rights reserved.
Why are you here?
© Baptist Leadership Group, MMIX. All rights reserved.
Learning Objectives
• The joy and agony of driving cultural transformation • The challenges of maintaining a relentless focus on
patient centered excellence for 15 years • The portability of our model and how you can
transform culture and sustain excellence
© Baptist Leadership Group, MMIX. All rights reserved.
Drive Cultural Transformation Why not achieve patient-centered excellence?
© Baptist Leadership Group, MMIX. All rights reserved.
© Baptist Leadership Group, MMIX. All rights reserved.
Circa 1995… BHC Faced Merger Mania
• In Market • Statewide • Out of State
© Baptist Leadership Group, MMIX. All rights reserved.
Journey to Excellence
• Challenges in 1995 – Declining market share – Low employee morale – 15% satisfied – Low patient satisfaction – 17th percentile – Merger mania distraction – uncertainty – Unclear vision for the future
• Challenge: Survive
© Baptist Leadership Group, MMIX. All rights reserved.
1996 Employee Satisfaction Survey
-0.8 -0.8
-0.7 -0.6
-0.5 -0.5
-0.4 -0.4
-0.3 -0.3
-0.2 -0.2 -0.2
0.0 0.0
0.1 0.2
0.4
TOP MANAGEMENT JOB SECURITY COMPENSATION ADDITIONAL REWARDS OPPORTUNITY FOR ADVANCEMENT TREATMENT QUALITY COMMUNICATION SELF-RPT LVL OF SATISFACTION ORGANIZATION MISSION & GOALS CORPORATE IMAGE SUPERVISION WORK PRESSURES BENEFITS YOUR GOALS & OBJECTIVES COWORKERS DEPARTMENT MISSION & GOALS YOUR JOB
© Baptist Leadership Group, MMIX. All rights reserved.
1995 Patient Experience
• 17th percentile • Yes, 83% of hospitals
provided a better patient experience than Baptist
© Baptist Leadership Group, MMIX. All rights reserved.
“BHC decided that it was going to outperform its competitors by
providing a level of service that would be very difficult for them to replicate
or to compete with.”
© Baptist Leadership Group, MMIX. All rights reserved.
Inpatient Satisfaction Percentile
0
20
40
60
80
100
Nat
iona
l Ran
king
s
1Q 19
95
1Q 19
97
1Q 19
99
1Q 20
01
1Q 20
03
1Q 20
05
1Q 20
07
1Q 20
09
Q4 2010 94th Percentile
© Baptist Leadership Group, MMIX. All rights reserved.
Recipient of 22 National Patient Satisfaction Awards
Presented to facilities that have sustained a percentile rank of the 95th percentile or above, at the overall level, in each reporting
period for three consecutive years.
© Baptist Leadership Group, MMIX. All rights reserved.
© Baptist Leadership Group, MMIX. All rights reserved. 14
Leadership Development
Real Time Measurement Accountability
Top Management Commitment;
Non-negotiable No Excuses
Lessons Learned
© Baptist Leadership Group, MMIX. All rights reserved.
Lessons Learned
• Accountabilities predict the outcomes • Evaluation with consequence sustains results • Tools and tactics work best one at a time • Sounds easy, but it’s not—why?
– Being perfect – every patient, every time – Improvements expose the gaps – Silence kills
• Patient Centered Excellence is not negotiable
© Baptist Leadership Group, MMIX. All rights reserved.
Leader’s Role
• Create alignment
• Articulate, energize vision
• Generate a healthy dissatisfaction with status quo
• Set clear expectations
• Inspire
© Baptist Leadership Group, MMIX. All rights reserved.
Keys to Patient-Centered Excellence
© Baptist Leadership Group, MMIX. All rights reserved.
Leadership Actions to Drive Cultural Transformation
• Define the Culture • Live the Culture • Pick Good People • Freedom to do their Job • Resources and Support • Timely Correction
© Baptist Leadership Group, MMIX. All rights reserved.
It’s the Culture!
It’s the Culture Stupid!
© Baptist Leadership Group, MMIX. All rights reserved.
• Mission Driven • Values Centered • Customer Focused
Defining the Culture
© Baptist Leadership Group, MMIX. All rights reserved.
Non-negotiables
• Creating an organizational culture built on open communication
• Creating a “no-secrets” environment • Creating a “no excuses” environment • Creating a culture where employees feel valued,
manage their own morale, behave like owners and are inspired
© Baptist Leadership Group, MMIX. All rights reserved.
© Baptist Leadership Group, MMIX. All rights reserved.
Making The Commitment and Living the Culture: It’s Ouch Time
I need an “Extreme Makeover” in Leadership Style
© Baptist Leadership Group, MMIX. All rights reserved.
From Telling … To Asking
© Baptist Leadership Group, MMIX. All rights reserved.
Duh! If you Ask… If you Listen… If you Act… Culture Tipping Point Then, You light a fire You light their fire
© Baptist Leadership Group, MMIX. All rights reserved.
Bright Ideas
© Baptist Leadership Group, MMIX. All rights reserved.
Open Communication • Quarterly Employee Forums • Communication Boards • Access to Financial Reports • Intranet/Web Site • New Leader Luncheon • Employee Feedback Luncheon w/
Administrators • Stories, stories, stories
© Baptist Leadership Group, MMIX. All rights reserved.
• Insert Dive Shop Video
© Baptist Leadership Group, MMIX. All rights reserved.
From Invisible … To Visible
© Baptist Leadership Group, MMIX. All rights reserved.
Challenge Questions
• What do employees see you get excited about? • What is on your agendas?
• Does it reflect your drive for patient-centered
excellence?
© Baptist Leadership Group, MMIX. All rights reserved.
Champions and Legends Recognition
© Baptist Leadership Group, MMIX. All rights reserved.
You name it… I’ve done it! • Superman • Cowboy • Spaceman • Blue Angel Pilot
© Baptist Leadership Group, MMIX. All rights reserved.
From Financial Focus … To Balance (5 Pillars)
© Baptist Leadership Group, MMIX. All rights reserved.
Pillars of Excellence
© Baptist Leadership Group, MMIX. All rights reserved.
From Managing … To Leading
The essence of leadership is not about power, but authority – authority built upon relationships, service and sacrifice.
© Baptist Leadership Group, MMIX. All rights reserved.
Pick Good People
© Baptist Leadership Group, MMIX. All rights reserved.
Hire for Culture In the book “Good to Great” by Jim Collins, says: “In determining “the right people”, the good-to-great
companies placed greater weight on character attributes than on specific educational background, practical skills, specialized knowledge, or work experience.
Not that specific knowledge or skills are unimportant, but they
viewed these traits as more teachable, whereas they believed dimensions like character, work ethic, basis intelligence, dedication to fulfilling commitments, and values are more ingrained.”
© Baptist Leadership Group, MMIX. All rights reserved.
Standards of Performance
© Baptist Leadership Group, MMIX. All rights reserved.
HOW TO …
• Every job is peer interviewed
• Supervisors are interviewed by staff
• Two interviews are required
• Accountability is hardwired by using selection form completed by interview team
Peer Interviewing
© Baptist Leadership Group, MMIX. All rights reserved.
Succession Planning
Potential
Wrong Bus Wrong Seat Right Seat
Potential bus driver
in the wrong seat, but we have identified the right seat .6%
solid performer with some future potential 33.5%
Top executive -level potential 6.8%
struggling, and worth rescuing
.6%
in the wrong seat, right seat not yet identified
1.2%
performer, but any future potential hasn’t been identified
19.3%
definite potential one-to-two positions higher than current 18.0%
being coached out of organization .6%
weak performer, danger of moving to the wrong bus 0%
plateaued, will retire from current position 9.3%
Performance