employee engagement to prepare for the new world of healthcare
DESCRIPTION
The key to patient satisfaction and engagement is EMPLOYEE ENGAGEMENT. Learn practical tips to meet your team's goals in the every shifting sands in healthcare today.TRANSCRIPT
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