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VA Nebraska-Western Iowa Health Care System New Employee Orientation
Your NWI Executive Team
Al WashkoDirector
Nancy GregoryAssociate Director, Operations
Cindy SestakAssistant Director
Dr. Tom LynchActing Chief of Staff
Eileen KingstonAssociate Director, Patient Care
Our Mission
To honor America's veterans
by providing exceptional health care that improves
their health and well being.
Our Vision
To be a patient centered, integrated health care organization for veterans providing excellent health care, research and education
An organization where people choose to work
An active community partner and a back up for National emergencies.
The NWI Way Ownership to embrace your work process
as yours Improve your work processes
Transformational leadership behaviors
Transfer of ownership to utilize employee
talent
Continuous performance improvement
FY2009FY2009NWI Healthcare Value = NWI Healthcare Value = Quality+Access+SatisfactionQuality+Access+Satisfaction
CostCost
Value
CostSatisfactionAccessQuality/Safety
The NWI Way – ownership and leadership through a culture of continuous improvement using tools of improvement.
• Patient Safety
• Evidence-Based Medicine
• Patient Throughput
• Rural Health
• Veteran Satisfaction
• Employee Climate
• Physical Resources
Levels of Ownership
Territorial Feel the need to protect my resources from being used by
others in this organization
Accountability I would challenge anyone in my organization if I thought
something was done wrong
Sense of Belonging I feel I belong to this organization
Identification I feel this organization’s success is my success
Leadership
All employees have individual strengths
Any employee can lead when they are allowed to use their strengths
Leadership behaviors drive success
Transformational Leadership:Individual Consideration
Spend time teaching
and coaching
Help others to
develop their strengths
Develop mutual respect
and trust
Recognize individual and team accomplishments
Transformational Leadership:Intellectual Stimulation
Question status quo
Innovation
Leads to creative thinking
A pile of rocks ceases to be rock when somebody A pile of rocks ceases to be rock when somebody contemplates it with the idea of a palace in mind.contemplates it with the idea of a palace in mind.
Antoine de Saint-ExuperyAntoine de Saint-Exupery
Transformational Leadership:Inspirational Motivation
Positive vision
Interpret present/future
Leads to willingness to excel
Transformational Leadership: Idealized Influence
Competent
Self-sacrificing
Ethical
Earns trust and emulation
Abraham Lincoln
Value Improvement
You will want to look for ways to improve process flow.
The desire to spend time on improving comes naturally to those who own their work processes.
This will soon be you!
Summary
NWI Healthcare Value: Quality + Access + Satisfaction Cost
Focus on outcomes
Own your work processes
Develop Transformational Leadership behaviors
Welcome to the NWI Team!
NWI Way
VA Nebraska-Western Iowa Health Care System
Quality/Patient Satisfaction
Quality Management (O) Ext 4745 (GI) Ext 2202
Value Improvement
Continuously looking for opportunities for improvement
View from perspective of our customers Who are your customers?
Value Improvement Components
Structure
Patterns
Process
Information
Value Improvement Components
Elements of Value Improvement
• Data driven
• Small tests of change
• Improvement results from changes
• Results of changes are measured
• Improvement sustained over time
Evidence Based Decisions Based on tool
DEDISS D = Define the problem E = Evaluate the current state D = Design small tests of change I = Implement small tests of change S = Sustain the changes made S = Spread the changes to other
parts of the organization
Value Improvement Activities
Performance Measure workgroups Rapid Process Improvement
Workgroups (RPIW) 100 Day Projects Transforming Care at the Bedside
(TCAB) Research Fellowships
Change Facilitator Training
Offered monthly Led under guidance of Dr. Peter
Woodbridge Two day class with interactive group
activities Preregistration
Contact Elizabeth Yearwood, Administrative Officer Extension 4268
Your Contributions to Value Improvement
Fresh eyes Are there other ways to do…..?
New Ideas Have you thought about………?
Questions Why do we do it this way?
Challenges What about exploring………?
Patient Satisfaction
“Coming together is a beginning. Keeping together is progress. Working together is success.”
Henry Ford
To be successful we have to work together.
Customer Service Values
What characteristics should all NWI employees demonstrate when working with our customers?
On-going Patient Satisfaction
• “A lot of people have fancy things to say about customer service, including me, but it’s just a
day-in, day-out, ongoing,
never-ending, unremitting, persevering, compassionate type of activity.”
- Leon Gorman, L.L. Bean
Patient Satisfaction Concepts
Our patients are our most important people.
Our patients are not an interruption to our work---they are the purpose for everything we do.
You’re part of a long-term relationship with our patients.
Service Recovery
Everyone has a role in service recovery. Listen Ask questions Apologize Provide a solution Refer to others for assistance
Service line advocates Patient Advocates
Patient Advocates
Omaha Danielle Powell
Extension 3477
Grand Island Kent Engelhardt
8-864-2132
Patient Satisfaction Value Improvement
Patient Satisfaction committees Inpatient Outpatient
Patient surveys Questions asked
Communication Quietness Responsiveness of hospital staff Shared decision making Privacy