Creating and Sustaining a Culture of Patient-Centered Excellence · 2018-04-14 · © Baptist Leadership Group, MMIX. All rights reserved. Creating and Sustaining a Culture of Patient-Centered

© Baptist Leadership Group, MMIX. All rights reserved.

Creating and Sustaining a Culture of Patient-Centered Excellence

Al Stubblefield President and CEO

April, 2012


Why are you here?


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


Drive Cultural Transformation Why not achieve patient-centered excellence?



Circa 1995… BHC Faced Merger Mania

• In Market • Statewide • Out of State


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


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


1995 Patient Experience

• 17th percentile • Yes, 83% of hospitals

provided a better patient experience than Baptist


“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.”


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


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. 14

Leadership Development

Real Time Measurement Accountability

Top Management Commitment;

Non-negotiable No Excuses

Lessons Learned


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


Leader’s Role

• Create alignment

• Articulate, energize vision

• Generate a healthy dissatisfaction with status quo

• Set clear expectations

• Inspire


Keys to Patient-Centered Excellence


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


It’s the Culture!

It’s the Culture Stupid!


• Mission Driven • Values Centered • Customer Focused

Defining the Culture


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



Making The Commitment and Living the Culture: It’s Ouch Time

I need an “Extreme Makeover” in Leadership Style


From Telling … To Asking


Duh! If you Ask… If you Listen… If you Act… Culture Tipping Point Then, You light a fire You light their fire


Bright Ideas


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


• Insert Dive Shop Video


From Invisible … To Visible


Challenge Questions

• What do employees see you get excited about? • What is on your agendas?

• Does it reflect your drive for patient-centered

excellence?


Champions and Legends Recognition


You name it… I’ve done it! • Superman • Cowboy • Spaceman • Blue Angel Pilot


From Financial Focus … To Balance (5 Pillars)


Pillars of Excellence


From Managing … To Leading

The essence of leadership is not about power, but authority – authority built upon relationships, service and sacrifice.


Pick Good People


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.”


Standards of Performance


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


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

Documents

Creating and Sustaining a Culture of Patient-Centered Excellence · 2018-04-14 · © Baptist Leadership Group, MMIX. All rights reserved. Creating and Sustaining a Culture of Patient-Centered