Culture Change Through Service Excellence Organizational Challenges to Strategy Improving customer service For patients, physicians, associates Moving to the next level in quality and safety Enhance effectiveness by linking with academic programs and using Information Technologies Integrating care across the system “Best Practices” across the delivery system Continued pressure on operating budget Maintain growth, build multi-disciplinary specialty centers Improve access Create inpatient capacity- throughput Investing in human resources Attract, train, retain the best Why Take Action? The Case for Excellence in Service Today’s Healthcare Consumer Seeks out quality AND service Ready & able to judge the service aspects of the patient experience “I believe hospitals should treat anyone who walks through theirs doors with dignity. I cannot question their medical expertise. But I know about dignity.” A health care consumer quoted in The New York Times, July 26, 2005 What we did to get started Surveyed: Patients Physicians Staff All Areas Are Important… Customer Service Needs Special Attention Our patients’ perception: “Great clinical care, but service doesn’t always meet expectations.” Our physicians' perception: “Focused on clinical care, not the patient’s experience.” Our associates’ perception: “Excellent service not always a top priority; quality of service and relationships with colleagues need improvement.” What is Service Excellence? Service Excellence Statement of Purpose Service Excellence is… A commitment by all associates to participate in the creation of an exceptional health care delivery system that consistently meets and exceeds patients’ and all other customers’ requirements. Questions to ponder……… 1. Who are our customers? 2. How well are we doing serving our customers? If poorly, why? 3. Why should we improve our “customer service”? 4. How are we going to do it? The Customer/Patient Continuum More customer ➔ More patient ➔ What A Customer Expects: The highest-quality product More than one source Information readily available on price, quantity, etc. Choices, selection, sizes, models Product must match its description Satisfaction guaranteed What Our Patients Expect: Final outcome not guaranteed, even when the goal is return to full health Anxiety and concern Uncertainty about next steps Likelihood of pain and discomfort Likelihood of physical exposure and embarrassment, and possible financial difficulty Likelihood of loss of control We Have Many Customers People who are well and live in our area People who are sick and live in our area People who are well and live outside the area but within reach of our system People who are sick and live outside the area but within reach of our system Their doctors Their families Their community representatives Their elected officials Their religious leaders People whom we teach or train Payers of every type Philanthropists General public Each other Service Excellence Compels… • • • • • A culture that values and rewards people who care An organization filled with role models at all levels Strong leadership and strong leaders at all levels Passionate belief and tenacity even in adversity at all levels Unrelenting focus on serving all customers at all levels The Opportunity To distinguish As a delivery system As an academic and specialty care center As a place to come as a patient As a place to work, and to practice To transform Innovation Continuous quality and performance improvement Service for patients, staff and physicians A health care delivery system that works What are the major elements? Service Excellence Creation of service teams and implement tactics to increase patient, physician, and employee satisfaction Leadership Evaluation Implement an organization-wide leadership evaluation system to hardwire objective accountability Leadership Development Create process to assist leaders at all levels in developing skills and leadership competencies necessary to attain desired results We Agreed to Follow… Commit to Excellence Measure the Important Things Build a Culture Around Service Create and Develop Great Leaders Build Individual Accountability Align Behaviors with Goals and Values Communicate at All Levels Recognize and Reward Success Focus on Employee Satisfaction The Importance of Leaders Model the Behavior Standards And expect them in your staff, and each other Practice the New Ways of Doing Business Rounding, Notes Focus on the Organizational Objectives Apply your own and your department’s energy Work together, as a team, to achieve them Use your position, as a leader, to make a difference Who Does it Begin With? THE LEADERSHIP Top-management driven to reflect the priority for the initiative Requires leaders at every level to participate Is a process which will cascade from the executive level, ultimately to the frontline Is not a program, but rather a tactical plan for systems of accountability Will require leadership training and coaching Who Do You Work With? Challenges to Leadership •Leaders as role models of behavioral standards •Action Steps (Cascading) focused on Leaders •Accountability Tools (Measures) •Effective reward & compensation Challenges to Human Resources Accountability Alignment and Integration Issues Role & Involvement Level/capacity of Human Resource Expertise The Human Resources Scorecard: Linking People, Strategy, & Performance How can a HR system enhance organizational performance and maximize the overall quality of human capital? The role of Human Resources is increasingly important, as organizational assets become more intangible and reliant on intellectual capital. Human Resources can be a performance driver to strategy implementation. Strategic Asset/Partner What Employees Want 3 Things Employees Want in the Workplace They want to . . . 1 2 3 . . . believe the organization has the right purpose . . . know that their job is worthwhile . . . feel that they make a difference Standards Standards developed by frontline staff were critical to our success. Standards of Behavior Respect - I honor and value each person. Effective communication - I listen carefully and keep others well informed. Sensitivity - I demonstrate my willingness and ability to listen and understand others’ feelings, needs and circumstances. Professionalism - I demonstrate confidence, competence and pride in my work and appearance. Exceeding expectations - I assist others without being asked. Courtesy - I treat everyone with kindness and care. Teamwork -I support and encourage others and focus on our shared goals Organizational Goals & Standards Drive the Processes of How We… Selection Orientation Evaluation Human Resources Development Measurement Communication Retention Reward & Recognition DEFINING YOUR STRATEGY IF YOU DON’T KNOW WHERE YOU ARE GOING… How are you going to get there? ACTIONABLE GOALS Change is Good You Go First Translating the Strategy What Good is a Strategy? The whole point of an organization is to make the whole greater than the sum of its parts – to create synergies. Why is Execution of Strategy so Important? “Less than 10% of strategies effectively formulated are effectively executed.” Fortune Magazine CAPABLE LEADERS AND A STRATEGY FOCUSED ORGANIZATION STRATEGY… is central to the organization’s agenda FOCUSED… STRATEGY on the strategy ORGANIZATION… mobilizing the organization to act in a fundamentally different way guided by the strategy Organizational Evolution Phase 1: The Honeymoon Phase 2: Reality Sets In Phase 3: The Uncomfortable Gap Phase 4: Consistency Create and Develop Leaders Phase 5: Leading the Way LEADERSHIP EXPECTATIONS STRATEGY GOALS Translate goals/strategies to work for your work unit Develop a practical plan for your work area(s) to fulfill the strategy Identify your goals/targets to improve Define a way to measure you are meeting your goals Accountability Although Albert Einstein said “Not everything that counts can be counted, and not everything that can be counted counts”… …it is also true that “If you can’t measure it, you can’t manage it.” What is the main thing Quality Cost Service Our Vision Patients prefer us because we assure an exceptional experience that promotes health and healing. Physicians prefer to practice because of excellent resources, service and collaboration. Associates prefer to work here because we are the employer of choice.
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