Vancouver, British Columbia - The 2016 BC Health Leaders Conference (BCHLC), hosted by the Canadian College of Health Leaders took place on November 1 – 2, 2016. The theme Leading Through Engagement…Let’s cut to the chase…and engage! - drew 400 delegates from all levels of leadership. The question “what if we were all engaged on many levels?” was asked in a short video shown at the opening of the conference and was echoed by delegates and speakers throughout the two days.

2016 CONFERENCE – 400 STRONG ASK “WHAT IF”

OK LET’S ENGAGE…

BC Health Leaders Post-Conference Newsletter

December 2016

THE LEADER

The conference was opened officially by Sue Owen, CHE, Board Chair of the Canadian College of Health Leaders who welcomed delegates, applauded the wonderful support this conference has received from sponsors and the work that had been accomplished during the past year by the Planning Committee. David Thompson, CHE, College Board Representative for British Columbia, introduced Dr. Lynn Stevenson, FCCHL, Associate Deputy Minister of Health. Dr. Stevenson discussed healthcare priorities in BC and reminded the audience of the importance of access to primary care; of providing care and support outside the emergency departments and hospitals to frail seniors; and ensuring preventative care is provided to individuals suffering from mental health and/or substance abuse. Dr. Stevenson also focused on surgery and the efforts made to actively find opportunities for increasing the surgical capacity in acute care settings and emphasized the importance of providing access to remote and rural populations. Dr. Stevenson closed with focus on the First Nations and Aboriginal health and discussed the commitment the ministry has to cultural safety and humility and connecting with the conference theme, noted the importance of sincere engagement in this area.

WHAT’S NEW

LEADS Community of Practice – Erna HaggeTo offer delegates an additional opportunity for self-directed learning beyond the conference, at no additional cost, was a goal for the 2016 Conference. The Conference Community of LEADS Learners and the Conference Engagement Journal was introduced to delegates with Erna Hagge, Consultant, Coach, Educator and Author at the helm. All delegates were sent details and a Journal via e-mail prior to the conference and asked to sign up on site if they wished to participate in the Post-Conference Learning Triad. We are pleased to say we have 15 participants.

Building on the LEADS framework – the 15 participants (in 5 groups of triads) will tackle a series of 3 exercises, tapping into the collective wisdom of the learning triads, during the next three months under Erna’s tutelage and wrapping up the experience with all participants attending a webinar to share their journey in mid April, 2017.

2016 Conference Facilitator – Shauna Fenwick

Shauna Fenwick, Coach and Facilitator, spread a little magic throughout the conference as she took the stage after each keynote presentation and plenary session weaving the threads of what the audience had just experienced and interlocking those new ideas with what had come before and in preparation for what would come next. The overall effect was that the delegates were able to link and expand on their learning session after session and actually experience a journey in engagement throughout the conference. Trick and Treat – A Welcome Addition

Health Program Tours were first offered in 2015 and received high praise from those participating. The 2016 tours, held on Halloween, and nicknamed Trick and Treat, were no exception. The delegates did not know which tour they were on or their destination, adding a suspenseful and fun element to the event. TRICK went to Three Bridges Community Health Centre – Vancouver Coastal Health – Inner City Youth Mental Health Clinic – Providence Health Care – Covenant House and TREAT went to BC Patient Safety & Quality Council. Both tours were very well received with delegates saying “they had shared a great overview of community services”, “tours were well organized”, “tours were an eye opener”, “interesting information was shared”, “presentations were interactive” and “they would attend again”.

Our thanks to all our tour hosts. Tours of this caliber would not be possible without their generous gift of time and sharing their knowledge.

DELEGATE QUOTABLE QUOTES“Truly the most interactive conference I have attended”

“Thank you for the thoughtful approach to engage delegates in an engaging learning journey.”

“Great opportunity for networking and developing relationships.”

“Practical content is great”

“This was the first conference of this level that I have attended. I left the session feeling inspired about myself, about my leadership, and my organization.”

The conference attracted 400 delegates, the largest attendance to date, with the majority from BC but many from, AB, MA, ON, QC, NS, NL, YT, NWT. Most attending were executive (26%), senior (37%) and mid (24%) level leaders but a good number of front line leaders (13%) attended also.

Delegates were, once again, generous with their ideas, thoughts and comments and provided the highest number of evaluations received for this conference to date with a 41% response rate. Delegates agreed “engagement” is paramount to success, it is an emotional commitment that a person has with the organization and its goals, relationships are key to engagement, we need to share learning and tools, it is important for people to be heard/understood, engagement is the “key” to success, it is important to bridge gaps and human connections, engagement creates a culture that greatly enhances patient care, engagement is about making an impact, not about making an income, we cannot transform the health care system without engaged providers and partners.

JUST THE FACTS

WHO SAID WHAT

SPEAKERS CONNECT WITH THEIR AUDIENCE

Kevin Kruse – Leading for Employee Engagement (Keynote)

Engagement is not just about employee satisfaction or happiness, but about the emotional commitment employees have towards their organization and its goals. Engaged employees are more mindful, attentive, provide better services, and have higher levels of productivity. In health care, employee engagement leads to better service, decreased

DAY 1

1. Growth is about an employee’s ability to develop professionally and personally in their job. According to research, employees who regularly received feedback focusing on their strength and accomplishments had an engagement rate of 65%. Those who regularly received feedback focusing on their weaknesses or negative performance had an engagement rate of 45%. Employees who received zero feedback had an engagement rate of 2%. Tip: Give feedback to your team members! Remember that your team wants to hear how they can do better, and help them find resources and development opportunities within the organization.

Tips on increasing engagement:

Kevin Kruse

hospital-acquired conditions, decreased staff absenteeism, and higher staff retention. The result is that we deliver better care for our patients.

3. Trust in this context means that employees believe that the organization has a bright future. Clarity and certainty can help to instill trust, such as sharing leadership’s plans for achieving organizational goals. TIPS - Continued on next page

2. Recognition is about an employee feeling valued and appreciated. It is about seeing their ideas being implemented at work and feeling that their opinions are considered seriously. Tip: A great way to show appreciation can be with a simple, sincere thank you. A sincere thank you includes the “thank you,” mentions the behavior/accomplishment you appreciate, and links the behavior/accomplishment back to a key value or initiative of the organization.

5. Managers/leaders account for over 70% of the engagement variance of their direct reports. The other 30% is up to you as an employee and team member! Tip: Think of how the work you do affects the lives of others around you and use that as an anchor to keep you engaged in your work. Employee engagement has a great impact on an organization. Both leaders and staff play an important role in creating constructive, trusting environments where individuals and teams can grow, be recognized, communicate effectively, and add value to the organization’s vision and mission.

The audience interacted with each other, discussed the areas that matter to them, regarding engagement and brainstormed ideas for increasing engagement within their team. Finally, the audience used TRIZ activity to uncover leadership traits and behaviors that promote disengagement, identified any of these traits they see in themselves and looked for solutions.

Engaging in Change: The Power of Storytelling to Inspire Action (Plenary)

Engagement…the Practical Side (Plenary)An interactive plenary session followed Kevin Kruse’s keynote address and was led by Shauna Fenwick. Shauna took the audience through three steps of self- and other’s discovery to increase work engagement. The audience used the Employee Engagement Profile Questionnaire to discover which of the four areas, Kevin Kruse had introduced, during his keynote address, (recognition, trust, growth, or communication) was the most important for each person for their own engagement.

The first step: - knowing thyself/leading self - knowing what you, as an employee, need from work to feel engaged.

The second step: - knowing others by knowing what your colleagues need to feel engaged.

The third step: - by thinking how you can adjust your leadership behaviours to engage the styles of others.

Jillianne is a heart transplant survivor. She discussed how storytelling is a way of recovery from trauma and is a way to inspire action. Next, she took the audience through an inspiring journey with heart failure, transplant waitlist, heart transplant, eight days in a coma with multiple organ failure, and teaching herself how to walk again. Despite the long journey with pain and trauma, Jillianne chose to focus her story on privilege. On the people who took part in her care, the team of doctors, nurses and allied professionals, the people who inspired and empowered her to stay strong, to pursue her education and career and to travel. She talked about the Patient Voices Network, how it enabled her to share her story as a patient with the healthcare community in BC, and to be part of working on a national heart failure strategy with healthcare professionals. She reminded the healthcare leaders that patients look for them to work within the community with healthcare professionals and allied professionals to find ways to empower patients, caregivers, and others involved in healthcare to share their stories and to elevate patient voices by welcoming patients as partners in the care provision.

The first day concluded with a great plenary of stories from three terrific speakers: Jillianne Code, Angie Chan, and Raquel Miles. The three speakers shared their personal stories and told the healthcare leaders how storytelling helped in inspiring change and action in healthcare.

Jillianne Code

Tip: Set a vision for your direct report team. Remember that people want direction from their leaders, so set a goal with them!

4. Communication should be both predictable, and a two-way process. A one-way process is information, not communication. Tip: Try consistent team huddles for addressing issues and concerns your own team has. Create a safe environment where your team members can speak up!

Shauna Fenwick

Janeen shared her thoughts and expe-rience on employee engagement and development based on her experience with WestJet, lululemon, and Starbucks.Janeen said that the key to having an engaged workforce is talking to and treating employees as owners of the company. Those who are treated as owners are able to create a work experience that far surpasses the Janeen Speer

Janeen Speer - WestJet’s High Care Culture (Keynote)

Raquel shared her family’s journey in battling cancer. Raquel’s husband, Dave, suffered from Hodgkin’s Lymphoma. The journey of battling cancer had a profound impact on Raquel and her family. The family faced several challenges and difficulties during their encounters with the healthcare system. Despite the challenges, the family was grateful to have encounters with healthcare and allied health professionals who cared and listened to her husband and family’s story, and provided support to them. Raquel discussed initiatives and actions taking place at Northern Health to alleviate miscommunication and increase patient engagement. This included the emerging use of electronic medical records and shared care plans, which make it easier for healthcare professionals and allied health to have access to patient information in one place and to plan the care plans collaboratively. Communication is enhanced by conducting daily care huddles, to identify individuals who will need services upon discharge. The daily huddles are also conducted with primary care homes focusing on keeping individuals in their homes and out of the hospital.

Raquel reminded healthcare professionals to listen to their patients’ story with the intent to hear and engage the patients and their families as partners in their care. She emphasized that the day-to-day interactions the healthcare professionals have with their patients have a profound impact on how the patients and their families access and experience healthcare. She reminded healthcare leaders that they have an opportunity to translate the power of individual stories into action and improvement.

STORYTELLING - Continued

Raquel Miles

Angie Chan

ANGIE CHAN - Continued

patients experience from diagnosis to recovery. Using Enhanced Recovery Surgical Protocol to improve patient/provider communication. A brief video addressing clinicians containing multiple compelling voices of patients who underwent enhanced recovery as well as their peers, including doctors, nurses and others who shared their perspective as they applied the protocol. The story aimed to motivate clinicians to learn more about the protocol and to apply it. The shared video resulted in multiple hospitals integrating the protocol into their staff training.

2) Patient education: To educate patients about the Enhanced Recovery Surgical Protocol and to give them a sense of what to expect in their surgical experience, using a video mapping the patient’s enhanced surgical recovery journey onto a Hero’s Journey. A Hero’s Journey is a narrative pattern where a hero is in an ordinary world and they’re called to an adventure. The hero is in shock, then meets a mentor who offers to help. The hero is then able to continue the journey, finds the treasure, and return home a bit transformed. In the video, the patients get to see themselves as the heroes, their surgery as the challenge, and their healthcare providers and the protocol as the mentors who will help and support them in successfully finishing the journey. 3) Iterative conversations: With the many challenges and transformative change in healthcare, stories in conversations done iteratively over time have the power to bring that kind of change. It is a massive investment in emotions and time, but there is a massive payoff. It allows for a change of heart and mind that a report or one-way conversation would not achieve.

outcomes expected or achieved in other areas. The owner’s mentality empowers employees to make decisions and be truly engaged in the company. Allowing employees to envision their future and providing them with support

Angie provided the audience with the organizational perspective toward patients’ stories. Stories have the capacity to convey the richness and diversity of human experience, which is essential for improving the health-care system. To integrate stories, you should think of four questions: 1. What is the purpose of the story? 2. Who is the audience? 3. What is the unique value of the story? 4. What do you hope the recipient of the story will do afterward? Angie shares three examples of the uses of stories in and outside of healthcare: 1) Raise awareness: To draw attention to the important role that clinicians and clinical teams can play in improving the patient experience by addressing the fears that surgical

DAY 2

Rex Murphy

BETTER. TOGETHER. - ContinuedJANEEN SPEER - Continued

increases employees’ loyalty and engagement. As an employee, think of your long-term vision and decide how your day-to-day actions will contribute to your vision. Your strength points are those that give you a feeling of empowerment, energy and engagement. Your weakness points are those that make you feel disengaged, bored and weak. For employers, building a clear vision for the company allows the employees to see how their day-to-day actions contribute to a bigger picture and that their work has an impact. People should always come first in an organization and giving back to people increases motivation and energy, which, in turn, helps employees create a remarkable experience for the customers. Employers should always focus on the strengths of their employees.

Better. Together. How BC is supporting physician engagement (Plenary)

Allan Seckel and Dr. Brenda Hefford shared insight into the work being done and the results achieved on physician engagement in BC. When employees are disengaged, they don’t give full value to themselves or to their organizations. Physicians deeply care about their patients so it is important for them to feel that the system is doing the best for them and for the patients. Only 32% of physicians in BC feel engaged. Engaging physicians results in increased quality of care, decreased costs, and improved patient experience. Relationships built on trust and respect are essential for engagement. Despite different stakeholders, in the healthcare system, speaking different languages, everyone wants the same thing, which is a high quality, sustainable healthcare system. Sharing perspectives allows clinicians to have an input in the system design and policy, which decreases resistance. Finding a common interest and a shared ground leads to a shared vision. Understanding different viewpoints increases flexibility and adaptation. Asking questions, instead of making assumptions, provides an environment for change and improvement. Top 10 ways for physicians to disengage healthcare leaders: 1. Remain disinterested in how the organization operates. 2. Don’t take leadership training. 3. Never offer solutions, even when you know one. 4. Always bring up parking fees. 5. Assume your problem is the only thing that matters. 6. Never take a leadership role yourself. 7. Say bureaucrat a lot. 8. Criticize everything and always refer to past negative experiences. 9. Don’t participate when actually consulted. 10 Assume only budgets matter – don’t attempt to find shared interests.

Top 10 ways for healthcare leaders to disengage physicians: 1. Change your story. 2. Make sure non-clinicians make lots of clinical judgments. 3. Assume any criticism is just from 1 or 2 problem doctors. 4. Assume everything is financially motivated. 5. Send long emails, use acronyms, and say “synergize” a lot. 6. Don’t meet with them in person or go to where they work. 7. Only consult the medical leaders you appoint, and then overtax them. 8. Don’t tell them a decision or the reason for it. 9. Book meeting times in the middle of the day with 2 days’ notice. 10. Use token consultations about decisions that are already made.

What physicians need to do: Participate, support physician leaders, undertake training, be sensitive to organizational imperatives, and listen.

Rex Murphy, a trusted face and voice across Canadian media, captivated the audience with his sense of humor as he shared his thoughts on leadership and engagement in healthcare.

What healthcare leaders need to do: Promote a culture of trust and respect, support physician leaders, share data and evidence, and listen. The final vision is to support relationships and structures, create sustainable trust, and focus on patients and quality.

“Authentic connections and genuine interest from leaders encourage engagement”

“Healthcare advances are astonishing” “The Canadian Healthcare system represents one of the most effective emotions that Canadians have which is altruism” “The Canadian healthcare system shows that Canadians care for everyone within the community”“Patients and families coming out of hospitals and encounters with the healthcare system often remember the human connections more than the technical care”“Leadership does not require a title”“In every zone, there are areas of freedom in action in which every person can be a leader”“Leaders are those who decide to go beyond what is required from them”

Rex Murphy - (Keynote) Why Health Leadership Matters Now, More Than Ever

The College gratefully acknowledges contributions to the newsletter by Lina Salama Abouzaid, a 3rd year student in the MHA program at UBC, who was our star roving reporter on site again this year, photo credits go to Kris Gustavson, the 2016 Conference Planning Committee (listed below) and College Staff, Sylvie Deliencourt, Brenda Shields and Ray Racette.

Moe Baloo, CHE, BC Lower Mainland Chapter Representative, Project Lead – Patient Transition, Providence Health Care - Hornby

Doug Blackie, Workforce Planning & Management Branch, Ministry of Health

Kris Gustavson, BC Lower Mainland Chapter Representative, Corporate Director, Accreditation & Patient Experience, PHSA

Rob Hulyk, Director of Physician & External Affairs, Doctors of BC

Rachael Roberts, (Chair) Senior Director, Engagement and Learning, Provincial Health Services Authority, Chair, BCHLDC

Jason Jaswal, Northern BC Chapter Representative, Director – Residential Services, Prince George, Northern Health

J.W.J. Kristjanson (Kris), BC Interior Chapter Representative, Health Services Director, Royal Inland Hospital

Gregory Marr, CHE, Northern BC Chapter Representative, Manager Residential Services, Northern Health Authority

Leanne Martinson, Director Planning, First Nations Health Authority

WHAT’S NEXT - BE SURE TO SAVE THE DATE!

The 2017 BC Health Leaders Conference planning is well underway. The theme “Team Leadership – Achieving Results Through the Power of Teams” and will take place:

October 12 – 13, 2017

Watch our website and your inbox for more information as it becomes available in the New Year!

CONCURRENT SESSIONS

Victoria Conference Centre & Empress Hotel

Victoria, BC

Marguerite Rowe, CHE, Vancouver Island Chapter Representative, Executive Director/Continuing Health Services, Island Health

David Thompson, CHE, CCHL BC Board Director Representative, Vice President, Seniors Care & Clinical Support Services, Providence Health Care

Ainsley Young, CHE, Vancouver Island Chapter Representative, Manager, Clinical Policy Development, Island Health

The 2016 Concurrent Sessions received very high praise from delegates on their evaluations. Delegates enjoyed the interactive components of many of the sessions and appreciated the speakers’ thoroughness in sharing first-hand experiences along with offering sage advice, solutions and tools. Concurrent Sessions are always the heart of a conference and the presenters are the front line, in the trenches, leaders who have the answers and experience. A special thank you to each of you:

Melisa Crump, Jacqueline Block-Glass, Dale Min – “Want Better Engagement? Engage” Doreen Perschon, Shannon Duncan – “On the Road to Team Op-timization. The Journey of a PICU Care Team to Improve Work Culture” Jeff Dionne, Dr. Jerry Maniate – “Strategic Enagement: A Road-map for Driving Engagement Through a Co-created Recognition Philosophy” Wolf Klassen CHE, Lorrie Hamilton, Saleem Chattergoon – “Creating Engaging Relationships Transforms Culture” Dr. Katharine McKeen, Dr. Steve Goodchild, Alisa Harrison – “Engaging Family Physicians to Transform Primary Care: The Victoria Devision of Family Practice.”

Samantha Stevens, Zayna Kunic – “Engaging Leadership Shifts: From Surviving to THRIVEing”

Monique Hebert, John Fitzgerald, Kim Roberts – “Learning to Engage our First Nations Partners in Hospital Design. The North Island Hospitals Project Experience”

Cathy Hecimovich CHE, Bonnie Cochrane CHE – “Evidence Based Leadership: Making the Connection Between Patient, Family and Provider Engagement”

Ila Watson, Shauna Hynna – “Engaging Through Strategic Align-ment”

Dr. Robin Walker, Mitch Hagins, Dr. Sarah Jarmain – “A Must Have for High Performance – How to Successfully Engage Hospital Physicians”

Eric Hanna, CHE – “Creating a Culture of Engagement: An Evolution from Lead Self…to Systems Transformation”

Dr. Laura Calhoun, Marianne Stewart, Mark Snaterse – “The Physician-Administrator Dyad Model of Healthcare Leadership”

Sylvie M. Deliencourt, Director, Certification, Leadership Development and Chapter Support

Canadian College of Health Leaders

TO OUR SPONSORS

Gold Sponsors

Bronze Sponsors

Contact:

Silver Sponsors

Networking Reception

Platinum Sponsors

When “thank you” just isn’t enough – we say “cue the confetti”, “pop the champagne corks”, “sound the applause” and then we send our heartfelt thank you for your trust and generosity. We could not offer a conference, of this calibre, without YOU!

1-800-363-9056 ext. 233sdeliencourt@cchl-ccls.ca

cchl-ccls.ca