leading through influence: intentional role modeling to ......leading through influence: intentional...
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Leading Through Influence:
Intentional Role Modeling to
Drive Engagement of All
Barb Engel, RN, BSN, Care Transition Coordinator
Natalie Jackson, BS, Patient Experience Liaison
Patient Experience and Engagement Program
UChicago Medicine
April 1, 2019
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“If you want to understand the culture, listen to the stories.
If you want to change the culture, change the stories.”
David Feinberg, MD
CEO and President, Geisinger Health System
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UChicago MedicineFACILITIES 1296 Licensed Beds
• 804 Med Surg
• 67 OBGYN
• 171 ICU
• 77 Gen Peds
• 53 NICU
• 78 Acute Mental Illness
• 46 Rehabilitation
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Operating
Rooms
Inpatient
Facilities• Center for Care and
Discovery
• Bernard Mitchell Hospital
• Comer Children’s Hospital
• Ingalls Memorial Hospital
8 Ambulatory Care Facilities
• Duchossois Center for Advanced Care
• Ingalls Family Care Centers at
Flossmoor, Calumet City, Tinley Park,
Crestwood
• Ingalls Center for Outpatient Rehab
• Orland Park Center for Ambulatory
Care
• South Loop Facility
FINANCIALS- FY19 Budget
$2.1B
$262M
$83M
~11,800
1,298
3,299
1,132
VOLUME
PEOPLE253K Patient Days
141K Emergency Room Visits
44K Admissions
26K Surgical Cases
1,138K Outpatient Encounters
UCM Employees
Physicians
Nurses
Residents & Fellows
Net Patient Service Revenue
EBIDA
Operating Income
Leading Growth in the Market
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To create a culture where exceptional experiences occur for everyone, every time
➢ Build proactive partnerships with nursing and support services
➢ Strategically prioritizing patients using various data sources
➢ Round on 100% of patients measured by patient satisfaction survey results
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Reason for Action:
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Introducing an Innovative Approach at UChicago Medicine
Supplemental Rounding Program:
➢ Creating a Conversation
➢ Continuous Loop of Communication
➢ Influencing from the Heart as the Focus
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Program Description
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Operational Partnerships for Impact
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➢ Team members assigned
strategically to support units
based on volume
➢ Pilot January 2017 on high volume units
➢ Roll out to all units March 2018
UnitPEEPs Supplemental
Rounders
3 North
3 South
8 West
Barbara Engel
3 West
Comer
4 West
Natalie Jackson
3SW
10 WestConsuelo Rudder
3SE
9 EastMary Ellen Arroyo
8 East
8 SouthJulie Kosinski
9 West
10 EastMelba Bossi
5 NW
5 SEKim Muhammad
AMB
PCG Toni Collins
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Methods to Prioritize Rounds
Aligning Supplemental Rounders to Prioritize Patients
Using Data Gathered From:
➢ Priority Patient List
➢ Voice of Frontline Staff
➢ Daily Epic Emergency Department Admission Reports
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Priority Patient List
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Daily Emergency Room Priority Patient Rounds
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EPIC CLARITY REPORT
MRN PT NAMELENGTH OF STAY
IN MINUTES
ADMITTING
DESTINATION
XXXXXXX XXXXXXXXX 492 N10W
XXXXXXX XXXXXXXXX 1134 N04W
XXXXXXX XXXXXXXXX 1590 T4NW
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➢ iPad rounding process
➢ Create a conversation with the
patient
➢ Identify issues before there is a
need for service recovery
➢ Acknowledge staff in the moment.
Focusing on the impact of the team
member and the behaviors
exhibited (less on task!)
Creating Conversations
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Process of Sharing Acknowledgements
➢ Attending huddles and team meetings
➢ Promote the concepts of thank a colleague and favorite patient moments
➢ Create and continue the conversation
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Changing a Culture
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“We are all part of the
Patient Experience”
Sue Murphy RN, MSN, CXO
Chief Experience Officer
UChicago Medicine
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hArt of Medicine Program at UChicago Medicine
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Engaging the hArt
➢ Focusing on joy and reflection
➢ Remembering why and focus on return to purpose
➢ Holding up the mirror to the actions, attitudes and behaviors that create meaningful impact
➢ Shift our observations to focus on strengths
➢ Immediately acknowledge
➢ Create a contagious change in behavior
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Holding Up The Mirror ➢ “I like hearing the feedback, it’s
encouraging. It’s nice to know the little
things I do, make a difference.” – Sarah, RN
➢ “It’s nice when I have a connection with
a patient. For them to go on the record,
reaffirms the feeling I had when I was
with the patient.”
– Summer, RN
➢ “To be acknowledged gives me more
energy to perform better. I want them to
go home happier and healthier.”– Grace, RN
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Partnering with Support Services Team Members for Success
“The collaboration during our
rounds together are impactful and
shows the patients our partnership
and passion that we have to create
a positive experience for them.”
– Estrella, Food Service Manager
Development of rounding program with support services
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➢ EVS & Food
Service staff units
with consistent
team members
➢ Provides
opportunities to
celebrate as a
team
Consistency Creates Partnerships
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➢ EVS Traveling
Trophy
➢ Food Service
Maroon Bucks
Recognition and Acknowledgements
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Measuring Success
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Greater than
8,000 Staff
Recognitions
Over 20
Supplemental
Rounders
Over 9,000
Rounds
Completed
Over 300
Making a
Difference
Nominations
Daisy Award
Nominations
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Supplemental Care Round Impact
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Supplemental Care Round Impact
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Tracking Supplemental Rounds
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Leader Testimonials
➢ “PEEPS Supplemental rounding assists in bringing a fresh outlook on
the patient experience to our unit. Their perspective and insight allows
a unique collaboration with the frontline staff on innovative ideas to
improve our patient’s stay with us” – Kelli, Patient Care Manager
➢ “Partnering with PEEPS enables us to make our great work greater
work. We are positively impacting the lives of our patients/families
through collaboration, cooperation and consensus” – Alesia, Executive
Director
➢ “It has been a pleasure to collaborate with our PEEPs team on our
patient rounding. Not only does this demonstrate collaboration for our
patients, but also to our frontline staff. It is all of our responsibility to
ensure high quality of care in our line of work and we could not have
maintained our success with out this team!” – Rose, Patient Care
Manager
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The Future State
➢ Continued growth of additional supplemental partners as ‘creating a conversation’ rounding colleagues
➢ Focus on sharing stories that highlight the exceptional experience created by our magnificent staff
➢ Expand and continue to outpatient setting
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Cultivating Change at UChicago Medicine
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Thank You
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Barb Engel, RN, BSN Care Transition Coordinator
Natalie Jackson, BS Patient Experience Liaison
Patient Experience and Engagement Program
UChicago Medicine