employee engagement to prepare for the new world of healthcare

March 28, 2013Martha Forlines, President BSI

Employee Engagement to

Prepare for the New World of Healthcare

Martha Forlines © 2013

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Agenda… The HEAT is on Critical Leadership Skills to AMP UP your team’s performance

Creating an environment to AMP UP employee motivation and engagement

Linking patient satisfaction and employee engagement

Conditions for employee motivation and engagement

How to get to root cause engagement and performance solutions

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

+16 million insured

Bad debt expected to

increase

Patients may have delays in getting treated

Patient safety and

engagement imperative

Need to be competitive…

patient experience / satisfaction

The heat is on…

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

+16 million insured

Bad debt expected to

increase

Patients may have delays in getting treated

Patient safety and

engagement imperative

Need to be competitive…

patient experience / satisfaction

The heat is on…

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

+16 million insured

Bad debt expected to

increase

Patients may have delays in getting treated

Patient safety and

engagement imperative

Need to be competitive…

patient experience / satisfaction

The heat is on…

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

+16 million insured

Bad debt expected to

increase

Patients may have delays in getting treated

Patient safety and

engagement imperative

Need to be competitive…

patient experience / satisfaction

The heat is on…

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

+16 million insured

Bad debt expected to

increase

Patients may have delays in getting treated

Patient safety and

engagement imperative

Need to be competitive…

patient experience / satisfaction

The heat is on…

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

+16 million insured

Bad debt expected to

increase

Patients may have delays in getting treated

Patient safety and

engagement imperative

Need to be competitive…

patient experience / satisfaction

The heat is on…

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Critical Leadership Skills

Own it

Love itLead it

AMPEDUP

Performance

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

UNDERSTAND EXPECTATIONS

BE SELF ACCOUNTABLE

DELIVER RESULTS

OWN IT

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Passions, principles, values and beliefs

Be compassionate

Honor individual differences in your employees

IT

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Clarity

Coach

Change

LEAD IT

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

1. Live by your values and notice if they are consistent with those of your employer

2. Speak up - mind-reading is impossible.3. Keep the promises you make.4. Hold yourself accountable for results5. Be trustworthy6. Practice good work ethics (dependability,

timeliness, professionalism and diligence)7. Be relevant in your area of expertise8. Be courteous, polite and respectful9. Don’t be a victim or a martyr10. Practice good self care – stay healthy and

take care of yourself

10 Rules for SELF MANAGEMENT

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

There is just one solution…

From Quint Studer’s Hardwiring Excellence:

Employee engagement and satisfaction is the key to driving performance excellence and patient satisfaction;

Take care of your people…they will take care of your patients;

Organizations that recognize that employee satisfaction is the cornerstone of improving patient satisfaction are the ones that will lead the healthcare pack;

Want to keep workers engaged? Ask for their ideas.

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Linking Patient Satisfaction to Employee Engagement

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Process implementation

•Having the opportunity to do what I do best every day

•Having the materials and equipment to do my job right

•Knowing their opinions count*

Relationsh

ip manage

ment

•The mission or purpose of my organization makes me feel my job is important

•My associates/fellow employees are committed to doing quality work

•Having satisfying relationships with co-workers*

Continuou

s learning

•This last year, I have had opportunities at work to learn and grow

How do you get patient engagement?

& How do you get patient

satisfaction?

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Employee engagement

“People are motivated

by what they believe.”Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

CONDITIONS FOR EMPLOYEEMOTIVATION AND

ENGAGEMENT

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

First belief… CONFIDENCE

2nd Belief: TRUST

Do I get what I my performance

deserves?

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

3nd Belief: SATISFACTION

Am I satisfied?

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

How do you get to the root cause of employee engagement and

performance issues?

Using the template in your handout, think of your most problematic employee. Next without the benefit of receiving their input, evaluate if confidence, trust or satisfaction issues are the cause.

Break out

How do I figure all this out?

1. You can have a “diagnostic” discussion with your employee

OR

2. Have employees complete the GMA or R U Engaged? the workplace assessment tool to diagnose why patient satisfaction is breaking down

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

+16 million insured

Bad debt expected to

increase

Patients may have delays in getting treated

Patient safety and

engagement imperative

Need to be competitive…

patient experience / satisfaction

The heat is on…

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Critical Leadership Skills

Own it

Love itLead it

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

1. Live by your values and notice if they are consistent with those of your employer

2. Speak up - mind-reading is impossible.3. Keep the promises you make.4. Hold yourself accountable for results5. Be trustworthy6. Practice good work ethics (dependability,

timeliness, professionalism and diligence)7. Be relevant in your area of expertise8. Be courteous, polite and respectful9. Don’t be a victim or a martyr10. Practice good self care – stay healthy and

take care of yourself

10 Rules for SELF MANAGEMENT

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

There is just one solution…

From Quint Studer’s Hardwiring Excellence:

Employee engagement and satisfaction is the key to driving performance excellence and patient satisfaction;

Take care of your people…they will take care of your patients;

Organizations that recognize that employee satisfaction is the cornerstone of improving patient satisfaction are the ones that will lead the healthcare pack;

Want to keep workers engaged? Ask for their ideas. Martha Forlines © 2013

beliefsysteminstitute.com 678-576-5207

How do you get patient engagement?

& How do you get patient

satisfaction?

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Employee engagement

“People are motivated

by what they believe.”Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

CONDITIONS FOR EMPLOYEEMOTIVATION AND

ENGAGEMENT

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207

Want to improve employee performance by 70%

Profitability: low productivity, poor individual or team performance, poor quality, escalating costs, poor financial results;

Leadership: unaware of impact on others, tolerating disruptive conflict, lack of accountability, lack courage to deal with employee performance issues, key talent leaving;

Change Management: due to rapid growth, downsizing, restructuring, mergers, acquisitions;

Employee satisfaction: perceived unfairness, hostile environment, lack of trust and respect, not being kept informed, no opportunity for input, perceived favoritism and discrimination, grievances and EEOC charges.

Martha Forlines © 2013 beliefsysteminstitute.com 678-576-5207