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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