VA Nebraska-Western Iowa Health Care System New Employee Orientation

Your NWI Executive Team

Al WashkoDirector

Nancy GregoryAssociate Director, Operations

Cindy SestakAssistant Director

Dr. Tom LynchActing Chief of Staff

Eileen KingstonAssociate Director, Patient Care

Our Mission

To honor America's veterans

by providing exceptional health care that improves

their health and well being.

Our Vision

To be a patient centered, integrated health care organization for veterans providing excellent health care, research and education

An organization where people choose to work

An active community partner and a back up for National emergencies.

The NWI Way Ownership to embrace your work process

as yours Improve your work processes

Transformational leadership behaviors

Transfer of ownership to utilize employee

talent

Continuous performance improvement

FY2009FY2009NWI Healthcare Value = NWI Healthcare Value = Quality+Access+SatisfactionQuality+Access+Satisfaction

CostCost

Value

CostSatisfactionAccessQuality/Safety

The NWI Way – ownership and leadership through a culture of continuous improvement using tools of improvement.

• Patient Safety

• Evidence-Based Medicine

• Patient Throughput

• Rural Health

• Veteran Satisfaction

• Employee Climate

• Physical Resources

Levels of Ownership

Territorial Feel the need to protect my resources from being used by

others in this organization

Accountability I would challenge anyone in my organization if I thought

something was done wrong

Sense of Belonging I feel I belong to this organization

Identification I feel this organization’s success is my success

Leadership

All employees have individual strengths

Any employee can lead when they are allowed to use their strengths

Leadership behaviors drive success

Transformational Leadership:Individual Consideration

Spend time teaching

and coaching

Help others to

develop their strengths

Develop mutual respect

and trust

Recognize individual and team accomplishments

Transformational Leadership:Intellectual Stimulation

Question status quo

Innovation

Leads to creative thinking

A pile of rocks ceases to be rock when somebody A pile of rocks ceases to be rock when somebody contemplates it with the idea of a palace in mind.contemplates it with the idea of a palace in mind.

Antoine de Saint-ExuperyAntoine de Saint-Exupery

Transformational Leadership:Inspirational Motivation

Positive vision

Interpret present/future

Leads to willingness to excel

Transformational Leadership: Idealized Influence

Competent

Self-sacrificing

Ethical

Earns trust and emulation

Abraham Lincoln

Value Improvement

You will want to look for ways to improve process flow.

The desire to spend time on improving comes naturally to those who own their work processes.

This will soon be you!

Summary

NWI Healthcare Value: Quality + Access + Satisfaction Cost

Focus on outcomes

Own your work processes

Develop Transformational Leadership behaviors

Welcome to the NWI Team!

NWI Way

VA Nebraska-Western Iowa Health Care System

Quality/Patient Satisfaction

Quality Management (O) Ext 4745 (GI) Ext 2202

Value Improvement

Continuously looking for opportunities for improvement

View from perspective of our customers Who are your customers?

Value Improvement Components

Structure

Patterns

Process

Information

Value Improvement Components

Elements of Value Improvement

• Data driven

• Small tests of change

• Improvement results from changes

• Results of changes are measured

• Improvement sustained over time

Evidence Based Decisions Based on tool

DEDISS D = Define the problem E = Evaluate the current state D = Design small tests of change I = Implement small tests of change S = Sustain the changes made S = Spread the changes to other

parts of the organization

Value Improvement Activities

Performance Measure workgroups Rapid Process Improvement

Workgroups (RPIW) 100 Day Projects Transforming Care at the Bedside

(TCAB) Research Fellowships

Change Facilitator Training

Offered monthly Led under guidance of Dr. Peter

Woodbridge Two day class with interactive group

activities Preregistration

Contact Elizabeth Yearwood, Administrative Officer Extension 4268

Your Contributions to Value Improvement

Fresh eyes Are there other ways to do…..?

New Ideas Have you thought about………?

Questions Why do we do it this way?

Challenges What about exploring………?

Patient Satisfaction

“Coming together is a beginning. Keeping together is progress. Working together is success.”

Henry Ford

To be successful we have to work together.

Customer Service Values

What characteristics should all NWI employees demonstrate when working with our customers?

On-going Patient Satisfaction

• “A lot of people have fancy things to say about customer service, including me, but it’s just a

day-in, day-out, ongoing,

never-ending, unremitting, persevering, compassionate type of activity.”

- Leon Gorman, L.L. Bean

Patient Satisfaction Concepts

Our patients are our most important people.

Our patients are not an interruption to our work---they are the purpose for everything we do.

You’re part of a long-term relationship with our patients.

Service Recovery

Everyone has a role in service recovery. Listen Ask questions Apologize Provide a solution Refer to others for assistance

Service line advocates Patient Advocates

Patient Advocates

Omaha Danielle Powell

Extension 3477

Grand Island Kent Engelhardt

8-864-2132

Patient Satisfaction Value Improvement

Patient Satisfaction committees Inpatient Outpatient

Patient surveys Questions asked

Communication Quietness Responsiveness of hospital staff Shared decision making Privacy