engaging your board with passion, purpose and …€¦ · 1 © 2008 studer group engaging your...
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1 © 2008 Studer Groupwww.studergroup.com
Engaging Your Board with Passion, Purpose and Pillars!
Phyllis CowlingPresident & CEO
United Regional Health Care SystemWichita Falls, TX
What’s Right in Health CareSM | Evidence to Outcomes
Presentation Objectives
• At the conclusion of this session, participants will be able to:– Develop and implement Board
communications based on passion, purpose and pillars
– Link Board engagement with organizational improvements
– Develop organizational “want to” and “how to”
– Engage Boards with Passion, Purpose and Pillars!
2 © 2008 Studer Groupwww.studergroup.com
What’s Right in Health CareSM | Evidence to Outcomes
Discussion Outline
• Why Engage Your Board?• Engaging the Board with Passion,
Purpose and Pillars• Developing “Want To” and “How To”• Results
What’s Right in Health CareSM | Evidence to Outcomes
Why Engage Your Board?
• Question: It takes significant energy and effort to engage a Board – why do it?
• Answer: You CAN achieve excellence within your organization without your Board’s engagement– But it’s MUCH easier to do if your Board
is engaged, providing• Support• Momentum• Positive Energy
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What’s Right in Health CareSM | Evidence to Outcomes
Engaging the Board with P3
• If you don’t have passion, they won’t either!– Have a vision for excellence – and be
excited about it!– Engage your own mind and heart first– Remember that your Board (and your
staff) can’t read your mind – you must convey passion with words, with body language, with actions, with energy
What’s Right in Health CareSM | Evidence to Outcomes
Engaging the Board with P3
• Permeate communications with “passion, purpose and pillars”– Strategic plan– Goals– Dashboards– Agendas– Reports
• But don’t just talk in pillars, think & act in pillars, too!– Must be substantive, not just packaging
4 © 2008 Studer Groupwww.studergroup.com
What’s Right in Health CareSM | Evidence to Outcomes
Passion &
Purpose
Pillars
Strategies
Tactics
Goals
Expectations
Dashboards
Action Plans
Engaging the Board with P3
What’s Right in Health CareSM | Evidence to Outcomes
Engaging the Board with P3
This summary of our passion, purpose, pillars and strategies is
included at the front of each Board meeting material packet.
In this way, we ensure that we keep these concepts “top of
mind” for our Board.
(Note: our strategies are organized by pillar.)
5 © 2008 Studer Groupwww.studergroup.com
What’s Right in Health CareSM | Evidence to Outcomes
Engaging the Board with P3
Our annual goals are likewise organized by pillar (notice also the
reference, or link, back to our strategic plan)...
What’s Right in Health CareSM | Evidence to Outcomes
...and so is our
quarterly performance dashboard.
Engaging the Board with P3
6 © 2008 Studer Groupwww.studergroup.com
What’s Right in Health CareSM | Evidence to Outcomes
Engaging the Board with P3
Some organizations arrange their Board
agenda by pillar. We’re not quite that
advanced – but we do highlight what pillars are addressed throughout the
agenda!
We don’t obsess over addressing every pillar at every meeting (but over a
span of 2-3 meetings, each pillar should be
discussed at least once).
What’s Right in Health CareSM | Evidence to Outcomes
Engaging the Board with P3
Even my monthly administrative
report to the Board is pillar-based.
Again, this helps keep passion,
purpose and pillars visible!
7 © 2008 Studer Groupwww.studergroup.com
What’s Right in Health CareSM | Evidence to Outcomes
Engaging the Board with P3: Results
89%86%Finance:The Board uses financial indicators and targets against which to measure organizational performance.
90%82%Quality:The Board uses quality indicators and targets against which to measure organizational performance.
90%82%Service:The Board uses customer service indicators and targets against which to measure organizational performance.
90%78%People: The Board has established performance measures with the CEO and evaluates the CEO performance at least annually.
20082005Board Self-Evaluations (and, yes, they’re pillar-based!)
84%78%Growth:The Board monitors implementation of the strategic plan and evaluates accomplishment of plan goals and objectives at least quarterly.
Excerpted from Board Self-Evaluation summaries; results converted to %s from 5-point scale weighted averages
What’s Right in Health CareSM | Evidence to Outcomes
Engaging the Board with P3: Results
8 © 2008 Studer Groupwww.studergroup.com
What’s Right in Health CareSM | Evidence to Outcomes
First, We Developed “Want to”...
• Establishing a vision – a new CEO’s “on the bus” meeting
• Converting 110-word mission statement to 11 words of passion– Must be heart-driven
• Communicating, communicating, communicating!– Employee forums, newsletter columns,
rounding
What’s Right in Health CareSM | Evidence to Outcomes
...Followed by “How to”
• Leadership Development Institutes• “Must Haves”• HMLs• LEMs• Accountabilities• More Employee Forums• More Newsletter Columns• More Rounding
9 © 2008 Studer Groupwww.studergroup.com
What’s Right in Health CareSM | Evidence to Outcomes 17
79%
86%
90%
70%
75%
80%
85%
90%
95%
Where We Were (2002) Where We Are (2006) Where We're Going (2013)
"I am proud to tell people I work for this organization"
Source: Morehead Employee Surveys; weighted scored converted to %s
Results: People
What’s Right in Health CareSM | Evidence to Outcomes 18
50.0
55.0
60.0
65.0
70.0
75.0
80.0
Wei
ghte
d M
ean
Scor
e
Where We Were (2005) Where We Are (2007) Where We're Going (2013)
Physician Satisfaction with...
Nursing Quality Pharmacy ER Admin CommunicationSource: Press Ganey Medical Staff Surveys
65.8 61.9 67.1 63.7
75.3 70.7 69.5 65.8
Results: People
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What’s Right in Health CareSM | Evidence to Outcomes 19
46%
86%90%
20%
30%
40%
50%
60%
70%
80%
90%
%ile
Where We Were (2005) Where We Are (2007) Where We're Going (2013)
Inpatient Overall Patient Perception of Care
Source: Press Ganey Patient Surveys; mean %ile for Q1-4 2005 and 2007
Results: Service
What’s Right in Health CareSM | Evidence to Outcomes 20
32%
60%
90%
20%
30%
40%
50%
60%
70%
80%
90%
%ile
Where We Were (2005) Where We Are (2007) Where We're Going (2013)
Emergency Services Overall Patient Perception of Care
Source: Press Ganey Patient Surveys; mean %ile for Q1-Q4 2005 and 2007
Results: Service
11 © 2008 Studer Groupwww.studergroup.com
What’s Right in Health CareSM | Evidence to Outcomes
• Where We Were: – We conducted many quality projects and
felt confident we provided high-quality care, but we couldn’t answer the question, “how do we know?”
• Where We Are: – We are beginning to really measure
quality and focus our efforts on what matters – from the patient’s perspective.
• Where We’re Going: – We will excel in consistent, reliable quality
care.
21
Results: Quality
What’s Right in Health CareSM | Evidence to Outcomes 22
• Where We Were: – FAST = Opposite of SLOW
• Where We Are: – FAST = Further Assessment Support Team
• Non-critical care Code Blues decreased 50%; non-critical care mortality reduced 52%
• Where We’re Going:
Results: Quality
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What’s Right in Health CareSM | Evidence to Outcomes 23
3.5%
8.4%
5.0%
0%
1%
2%
3%
4%
5%
6%
7%
8%
9%
Where We Were (2004) Where We Are (2007) Where We're Going (2013)
Operating Margin
Results: Finance
What’s Right in Health CareSM | Evidence to Outcomes 24
$47,200
$62,400
$75,000
$0
$10,000
$20,000
$30,000
$40,000
$50,000
$60,000
$70,000
$80,000
Where We Were (2004) Where We Are (2007) Where We're Going (2013)
Salaries/Benefits per FTE
Market-Comparable
Salaries/ Benefits
Results: Finance
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What’s Right in Health CareSM | Evidence to Outcomes 2525
Results: Growth
Dreaming
Where We Were
Constructing
Where We AreElevating Excellence
Where We’re Going
What’s Right in Health CareSM | Evidence to Outcomes 26
PassionTo provide excellence in health care for
the communities we serve
PurposeTo make a positive difference in the
lives of others
PillarsPeopleServiceQualityFinanceGrowth
14 © 2008 Studer Groupwww.studergroup.com
What’s Right in Health CareSM | Evidence to Outcomes
PEOPLE
SERVICE
QUALITY
FINANCE
GROWTH
What’s Right in Health CareSM | Evidence to Outcomes 28
“The future is not just some place you are going to, but is a place you are creating, and the paths to it are not found, they are made. Follow your passion as long as you live, and on this
you will reach success.”Unknown