TriHealth Way of Leading
State of TriHealth & The TriHealth Way…Writing the Next Chapter of Health Care
Mark Clement
July 19, 2016
Agenda1. Welcoming New Leaders
2. Celebrating Our Wins• Recent System Achievements
• FY16 Year in Review
3. The Work Underway and Ahead: Building an ExceptionalLeadership Team• Role of values in aligning and empowering our people
• From employee to business partner
• Building an innovative culture
• Measuring what matters – the gift of feedback
• “New Realities” conversation series
4. Our Work, More than a TriHealth Transformation…• Opportunity to write the book for our changing industry
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Welcoming New Leaders
Kevin ConnorVice President of Supply Chain Management
Rob CercekSenior Vice President of Regional Operations - West
Jason NiehausSenior Vice President of Regional Operations - East
Andrew DeVoeInterim CFO
Dr. Sadath Hussain2016-2017 Administrative Resident
Welcoming New Leaders • Shirley Anderson, SPV, Office - DVS
• Sarah Beale, SPV, Office - DVS
• Charlotte Bowling, Nurse Manager II
• Christina Cigolotti, SPV, Care Management
• Kevin Connor, VP, Supply Chain
• Jeffrey Coutts, Manager, Clinical Pharmacy – Infusion
• Elizabeth Dilillo, Practice Manager
• Tracy Fausset, Claims Manager TBS
• Kathryn Fauver, Ambulatory Site Manager II
• Adam Kallmeyer, Dean, Allied Health -GSC
• Liberty Holt, Manager, Predictive Analytics
• Jondra Long, Nurse Manager I
• Katie Lord, Manager, Financial Analysis/Cost Accounting
• Gina Marcum, Sr. Nurse Manager
• Nicole O’Donnell, Contract Administrator - Purchasing
• Debbra Oliver, SPV, Accounts Payable
• Paula Poore, Manager, Patient Accounting
• Chad Quick, SPV, Pastoral Care
• William Smith, SPV, Maintenance Operations
Celebrating Our Wins• 2016 Most Wired Health System
5000+hospitalsnationally,only294recognized
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• Bethesda North 2016 Lantern Award for ED Excellence1of11HospitalsNationwide
• Truven Analytics Top 100 Hospitals & Top 15 Health Systems AwardsOneofonlytwosystemsnationallytoreceivebothawardsin2016!
• Beacon Silver Level Award for Nursing ExcellenceGSHNeuroSurgical ICUand12D
Celebrating Our Wins
3 physicians leaving Christ to join our Heart Institute • Welcome Dr. Caples, Dr. Shea and Dr. Thoresen!
• A big thank you to Dr. Lewis, Dr. Sukin and Lisa Baker for making this happen.
5 Heritage Group physicians leaving Kettering to join TPP and McCullough Hyde• Thanks to Will Groneman for helping TriHealth
acquire these new providers!
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Dr. Caples Dr. ThorensenDr. Shea
Celebrating Our Wins
• New Strategic Plan – The next phase in our journey
• Strong FY2016 Financial Finish: 3+% Margin!
• New and Expanded Facilities…
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Thank you for a terrific FY2016!
DCHAffiliation/NewHospitalistProgram TriHealthRehabilitationHospitalOpening
BethesdaButlerTriHealthHospitalExpansion
LibertyTownship PropertyAcquisition TriHealthKenwoodOpening
One System
Renewed Focus on our People and Patients:• +90% confident leadership will take
action!!
Building Momentum on Journey from Good to Great:• LDI #2 – Here We Are!
• Leader Rounding, Stoplight Reports and Improved Communications Hardwired
• Leader Goals aligned with System Pillars:• 800+ leaders and 3,800 goals in LEM
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“I have completed the audit of 1,192 custom goals in LEM and I must say, I’m very impressed by the outcomes. Very
few foundational opportunities for improvement.” - Kelly Dicky, Studer Group
Employee EngagementExcited, Involved, Valued
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96%Believewehavetherightvision
andarecommittedtohelp
Growing Employee Engagement!Highlights of Recent Employee Forum Survey Feedback
95%+FavorableRatingfor:
• Believeworkenvironmentisimproving
• BelieveForumsarevaluable
66-88%FavorableRatingfor:
• Communicationisimproving• I’mreceivingmorerecognition
formywork• Myleadersaremorevisible
One System
• Exceptional Group of New and Promoted Senior Leaders
• … and hopefully “not toobumpy” a CEO Succession!
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One System
Thank You for a Great 2016 and a Remarkable
Start to our Transformation!
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AFEWTHOUGHTS&INSIGHTSONTHEROADAHEAD:
UnleashingthePowerofOurPeopleThroughanExceptionalServantLeadershipTeam
WE’REMAKINGPROGRESS!
“OfallofthelargesystemsStuderhasworkedwith,noonehasmoved
asfar,asfast oraswell asTriHealthhasinthepastfivemonths!”
– DonDean,TheStuderGroup
TriHealth Way of Leading
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Leadership Development 2016/2017
April21-22,2016 July19-20,2016 Nov.15-16,2016 Jan.25-26,2017 Spring2017
LDI#1:CommitmenttoExcellence:WhatWeareBuilding
LDI#2:BuildanExceptionalLeadershipTeam
LDI#3:ThePowerof
People
LDI#4:Customeris
King
LDI#5:TheTriHealthWayofDelivering
Care
QuarterlyLDICurriculum
MonthlyPhysicianLeadershipDevelopment
~Sept. Oct. Nov. Dec. Jan. Feb. Mar. April May
#1 #2 #3 #4 #5 #7 #8 #9#6
• GroundingourTransformationinMission,VisionandValues
• Valuecenteredleadership
• Leadinginnovation• MeetingManagement–ValidationMatrix
• 90dayworkplanning
• Work/LifeBalance
• PictureoftheJourney
• TriHealthWayofLeading
• ServantLeadership• LEM• Roundon
People/Staff• Learningtobean
“AllIn”Leader• EmbracingChange.
PeopleSideofChange
• CommitmentSigning
• Coachingconversations
• High,Solid,Low• Rewardand
Recognition• Innovation• Largerscalerollout
ofJDIsandDIGs• EmployeeSatisfaction
Rollout
• CAPS• NursingBundle• Consumerismin
healthcare• Keywords• Whoisyour
customer• Servicerecovery• Post-visitandPre-
visitcalls
• Challengingstatusquo
• 5ways• POCA/LEAN• Focus,Fixand
Follow-Up
Our Org. Structure for Building a High Performing Organization
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ExecutiveTeam
TriHealth WayofLeadingSteeringTeam
LocalExecutiveLeadership
InvestinLeaders:LeadershipDevelopment
EngagetheWorkforcetoDriveInnovationandImprovement
SOARActionCouncil
InnovationCenter
LeaderEvaluationProcess
Standards
Communication
Measurement
GreatPlaceforEmployeestoWork
Patient ExperienceTeams
RewardandRecognition
ServiceRecovery
PhysicianPartnership
ProviderFeedbackSystem℠
PhysicianLeadership Development
PhysicianEngagement
Physician Communication
DIGs, JDIs
Hospital BasedPhysician Coaching
TPPCoaching
Inpatient Experience
OutpatientExperience
GreatPlaceforPhysicians toWork
“Culture eats strategy for breakfast.”- Peter Drucker
“Culture combined with strategy is unbeatable.”- Quint Studer
“Mission, Vision, Values and Leadership shape culture.”
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The Role of TriHealth Values, Team Member Empowerment and Transparency in Our Journey from Good to Great
What do all great, enduring organizations have in common?
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ValuesDrivenCultures
Identifieswhat’sinandwhat’s
out
Guidesbehavioranddecision
makingforALL
employees
Alignspeople totheirjobandthe
organization
Enforceable:Rewards&Sanctions
They are all values driven!
TriHealth Way of LeadingWe’re Evolving!
FROM...
• Tryingtoalignandengagethrough hierarchy,policiesandprocedures• Employeesconditioned todoastheirtold
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TO...
• Team-based,highlyengagedculturebuilton trustandsharedbeliefs• Aligning decisions, innovationandbehaviorsthrough ourvalues• Employeesaretrustedpartnersempowered todrivechangeandtakeaction
Employee EngagementExcited, Involved, Valued
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8%
16%
6%
62%
8%
Associate
Employee
Staff
Teammember
Teammate
Weasked:Howwouldyouliketodescribethisrole?ANewNameforaNew,MoreEmpoweredRole
Ourpeopleanswered:
Innovation
• Our team members know how to make TriHealth Great
• In the past, no process or structure for seeking and acting on Bright Ideas
• Leaders want to act on ideas, but lack resources, process and training to do so
Allofthischangestoday!
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Building a Culture of Innovation –Unleashing Human Potential
TriHealth Way of Leading
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StandardizeaTriHealthWayofLeading
ConductQuarterlyLeadership
DevelopmentInstitutes
UnitLevelWorkoutSessionsto
Practice/ApplyLDIteachings
OngoingCoaching&JustInTimeSkillBuildingSessions
AdoptaTriHealth
ManagementSystem
Markedbyevidenced-
basedpractices
Teachselectevidence-
basedpracticesAppliedLearning
Measure,Recognize&RewardWhat
Matters
Leadership Practices Learning & Development Model
“No matter how good you think you are as a
leader, the people around you will have ideas
about how you can get better… the fundamental
thing about leadership is to have the strength
and humility to seek and accept feedback to try
to get better – because in the end, your job is to
try to help everybody else get better.”
- Jim Yong Kim
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High Performing Culture
Multi-dimensional feedback to become a regular part of our culture of transparency and trust
• Change in behaviors require assessment, feedback and reinforcement to achieve mastery
• Ensures we successfully adopt, embrace and sustain our evidenced-based “TriHealth Way” practices as habit and “second nature”
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Employee EngagementExcited, Involved, Valued
Communicating “The TriHealth Way” Integrated Communications & Storytelling
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Employee EngagementExcited, Involved, Valued
• Accelerated effort to communicate in a more coordinated, consistent way throughout TriHealth to support our efforts to go from Good to Great
• New tools and techniques:
• CEO Monthly Update• Monthly Directors Meetings• Monthly Department Meetings• Leader Communication Guides• Quarterly Team Member Forums• Quarterly Physician Leadership Forums/Retreats• And the latest...
“New Realities Conversation Series”
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Employee EngagementExcited, Involved, Valued
New Realities Conversation SeriesWhat It Is and How It Works:• Guiding coalition of 200 Leaders (many in this room) will
participate in 2-day training beginning in mid-August to become facilitators of small group conversations to level-set our entire TriHealth team about:
• Changes in our industry
• How TriHealth is responding
• What each of our roles will be in shaping TriHealth’s future
• 200 leaders will pair up to conduct 6 sessions each with team member groups across TriHealth
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One System
This is much more than a TriHealth Transformation...
We’re writing the industry book on a better way to care!
And we will be proudly sharing our story with the world,
so let’s make it a best seller!
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