Joy in Work Utvecklingskraft

31 May 2017 Jonkoping

Maureen Bisognano President Emerita and Senior Fellow

My challenge to you today…

Good or great?

Planning to be Great

New skills for improving and innovating New ways to use the assets in your community New roles and places to partner Seeing across the continuum to care for the whole patient

New Skills for Improving and Innovating

Build improvement skills across the practice – Dosing formula – Skills at all levels – Codesign and coproduction – Harvesting – An effective learning system… keeping our promises

A Learning System

What If We Gave Patients the Skills and Knowledge to Care for Themselves?

- Self-care program for patients recovering from surgery, involving them in their own care

- Over four years: • 28,000 fewer bed days • $40 million in savings • 47% reduction in 30-

day readmission rates

Bhavan, Kavita. "What If We Gave Patients the Skills and Knowledge to Care for Themselves?" IHI Open School. Institute for Healthcare Improvement.

Innovating in Health Care

Dudley, Amos. "Orthoprint, or How I Open-Sourced My Face." Web log post.Squintin', Lookin', and Doin' 10 Mar. 2016.

Amos Dudley “How I Open-Sourced my Face”

“Third Places”

Neither work nor home, “third places” are important to building healthy communities Location, accessibility, trust, sense of neutrality Examples: library, church, beauty salon These “third places” can educate, bring people together, serve those in need, and facilitate meaningful interactions

Cabello, Marcela and Stuart M Butler, “How public libraries help build healthy communities,” Brookings. 30 March 2017

New Sites Embedded education of people about medical concerns through everyday non-medical interactions - Hypertension education in

a Dallas barbershop - HIV/AIDS prevention

education games at construction sites in China

- Malaria prevention at banks in Ghana

Stewart, Guy, Jorrit De Jong, and Linda Kaboolian. "Embedding Education in Everyday Life." Stanford Social Innovation Review, Spring 2017.

What If We Flipped the Patient Discharge Process?

Link

Key Drivers of Joy

Meaning

Mastery and mentoring

Membership

“What matters to you?”

Employee Well-being

Includes good health, job and retirement security, justice, appreciation, purpose, and happiness Contributes to productivity and high quality work, presenteeism, decreased turnover, and greater sense of teamwork

A Joyful Workforce

1. Less burnout, fewer medical errors, and better patient experience

2. Better teamwork and less waste 3. Higher customer satisfaction and employee

productivity 4. Better use of discretionary effort and reduced

turnover, leading to better financial performance 5. A healthier workforce

IHI Leadership Alliance Joy in Work Workgroup Summary- June 2016

Gloria Steinem If you want people to listen to you, you have to listen to them If you hope people will change the way they live, you have to know how they live If you want people to see you, you have to sit down with them eye to eye

New Roles The Importance of Curiosity

IQ – Intelligence Quotient processing complex data sets and having the mental capacity to problem solve at speed

EQ – Emotional Quotient the ability to perceive, control and explain emotions; risk-taking, creating resilience and empathy

CQ – Curiosity Quotient inquisitive, open to new experiences, finding novelty exciting

Chamorro-Premuzic T. “Curiosity Is as Important as Intelligence.” Harvard Business Review. Aug 27, 2014.

How to be Good

A few thoughts… – EQ is critical – See across the system – Build teams – Ask “What matters to you?” – Don’t walk by

To Be Happy, Be Curious

James Ryan’s Five Questions: 1. “Wait, what?” – understanding 2. “I wonder…” – curiosity 3. “Couldn’t we at least…” – mobilize 4. “How can I help?” – asking is key 5. “What truly matters?”

Mineo, Liz. "Want to be Happy? Be curious." Harvard Gazette. 14 Apr. 2017.

Your Joy

Take care of yourself

Be curious

Give

You can’t give what you don’t have.

An old man is teaching his grandson about life. “A fight is going on inside me,” he said to the boy. “It is a terrible fight and it is between two wolves. One is evil – he is anger, envy, sorrow, regret, greed, arrogance, self-pity, guilt, resentment, inferiority, lies, false pride, superiority, and ego.” He continued, “The other is good – he is joy, peace, love, hope, serenity, humility, kindness, benevolence, empathy, generosity, truth, compassion, and faith. The same fight is going on inside you – and inside every other person, too.” The grandson thought about it for a minute and then asked his grandfather, “Which wolf will win?”

“The one you feed”

Carry out a random act of kindness, with no expectation of reward, safe in the knowledge that one day someone might do the same for you. - Diana, Princess of Wales

Tack!

Maureen Bisognano President Emerita and Senior Fellow Institute for Healthcare Improvement 20 University Road, 7th Floor Cambridge, MA mbisognano@ihi.org