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Creating a Culture of Caring
What I/We believe to be true…
Laurie Francis Montana Primary Care Association
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OutlineMISSION VISION HISTORY
ALIGNMENT, ALIGNMENT, ALIGNMENTphilosophy measures goals hiring leaders
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Community Health Partners, Inc.Mission Statement
To enhance community health
and well-being through
• Innovative programming• Strong partnerships• Improved outcomes
VISION 100% ACCESS, 0% Disparity
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Questions So…how do you do that?
“Enhance Community Health and Wellbeing”
Teams high
functioningHire well!
Measures –capacity, learning,
alignment, growth
Alignment
Employee focus…EOC/
Constant Leadership
growth!
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History Community health center formed in 1998 Began health disparities thinking in year 1 Over next 13 years, grew from a few staff members
to 120 Added three medical sites, added two dental sites Imbedded integrative behavioral health from year 3
on Worked with many great experts and participated in
“important” research…searching for the questions and the answers……….which kept moving.
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Every Staff Member, Every Patient, Every Time
PHILOSOPHY
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What we Value – The Philosophy in Print …Walk the Words
TeamCollaboration
Flexibility
OrganizationEquity
Education
Individual
EmpathyRespect
EfficiencyClear Communications
Optimism
Customer centeredtransparency
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Creating Excellence through Full Alignment
VISION100% Access, 0% Disparity
MISSIONEnhance Community Health and Well-being
BALANCED SCORECARDPILLARS of Excellence
TEAM GOALS/ACTIVITIESConstant Process Improvement
Root Causes Measures Access Engagement Resources Partners
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The WHY…?
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Because it works It is the right thing to do And, life is short – let’s make it good for as
many humans as possible
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Improved Health
OutcomesActivated
Patient/Client
Activated Provider/
Support TEAM
Self-Management(Patient – Centered, Provider Supported)
Framework for Improved outcomes – just substitute Provider for Manager and Patient
for Staff Member EXCELLENT CARE – Every Patient, EVERY time• Timely access to provider team
• Patient Priorities • Clear Communication
• Motivational Interviewing• Data/evidence available to clinician and patient –
Individual and panel management• Pre-visit, Groups, Follow up
• Constant patient-centered system improvement
Impact of SOCIETY*Poverty
*Education*Social equity
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The HOW - Unlearning and Learning Who is the EXPERT??? We, the people, we, the individual… What we “know” to work – constantly learning, PDSA What we want for all humans…….. How we change our approach
Mission Hire well New Employee Orientation SM/MI training and use DATA, DATA, DATA – Baldrige, Engagement, measure what matters…
MINI Measurement SUMMITs Time to meet to improve, connect – creating STRONG, flexible teams – self
efficacy – team evaluation Leadership growth – Study group, 360s, goals…PDSAs
PRACTICE, PRACTICE, PRACTICE
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IS the New approach working? Feeling at the end of the day Measure WHAT matters and share WELL!
Process and Outcome Patient feedback Staff feedback YOU…
did you get your needs met?
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Show Measures if possible
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% of staff engaged in their work at CHP
11.5
22.5
33.5
44.5
5
Mar-08 Jun-08 Sep-08 Dec-08 Mar-09 Jun-09 Sep-09 Dec-09 Mar-10
Staff Engagement Median Target
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Guiding “Staff Engagement” work
Baldrige "Are We Making Progress Survey 2009 CHP Score2009 Baldrige
benchmark 2009 Difference
Leaders ask employees for ideas to plan for future 86% 52% 34%
Leaders ask employees what they think 86% 60% 26%
Leadership uses values to guide organization 92% 68% 24%
Organization has good processes 75% 51% 24%
Leaders create environment for staff to do job 88% 67% 21%
Areas for Improvement Diff.New Goal
Employees know how the organizational plans affect them 57% 68% -11% 63%Employees know if they are making progress on their part of plan 50% 70% -20% 55%
Employees know how well CHP is doing financially 38% 77% -39% 42%
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5/3-7/
2010
5/10-1
4/201
0
5/17-2
1/201
0
5/24-2
8/201
0
6/1-4/
2010
6/7-11
/2010
6/14-1
8/20
6/21-2
5/201
0
6/28-7
/2/20
10
7/5-9/
10
7/12-1
6/10
7/19-2
3/201
0
7/26-3
0/201
0
8/2-6/
10
8/9-13
/2010
8/15-2
1/201
0
8/23-2
7/10
8/30-9
/3/10
9/6-10
/10
9/13-1
7/10
9/20-2
4/201
0
9/27-1
0/1/10
10/4-
8/10
10/11
-15/10
-5%0%5%
10%15%20%25%30%35%40%45%50%
Kron-% Med List/Pt Plan printed during visit
CHP % print Kron % print Kron Median
5/3-7/
2010
5/10-1
4/201
0
5/17-2
1/201
0
5/24-2
8/201
0
6/1-4/
2010
6/7-11
/2010
6/14-1
8/20
6/21-2
5/201
0
6/28-7
/2/20
10
7/5-9/
10
7/12-1
6/10
7/19-2
3/201
0
7/26-3
0/201
0
8/2-6/
10
8/9-13
/2010
8/15-2
1/201
0
8/23-2
7/10
8/30-9
/3/10
9/6-10
/10
9/13-1
7/10
9/20-2
4/201
0
9/27-1
0/1/10
10/4-
8/10
10/11
-15/10
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%Kron-% Med List/Pt Plan printed during visit
CHP % print Kron % print Kron Median
Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-100%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Bozeman-% 2 yr old w/all immunizations
CHP % imms comp Aver Boz % imms comp
Aver Boz Median 75%ile Goal
RUN CHARTS everywhere…shared
constantly, rarely with comments except
“wow”
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Summary Alignment, alignment, alignment Building all care around improving health and
wellbeing – for all - staff and patients Staff engagement – hire well, treat well Measure often and WELL Try it again…and keep on going
Contact info: [email protected]