Chapt 6- July

Great organizations must have great leaders. You must train & develop leader skill sets. "Any other gains in the organization will not be sustained with leaders who are continuously trained. "

5 phases of evolutionary change:

• Phase 1- Honeymoon
• Phase 2- Reality sets in
• Phase 3- The uncomfortable gap (the WALL appears)
• Phase 4- Consistency
• Phase 5- Leading the Way

Must have the high/middle/low performers conversation.

Create Leadership Development Institute LDI
Quarterly off site training. Training needs to revolve around the competencies necessary to acheive organizational goals & strategies. Critical to have CEO review, provide input & support curriculum.
Role LDI Team

• Curriculum
• Communication
• Social
• Logistics
• Accountability

Chapt 5- June

Principle 3- build culture around service

Teams

• Service- front line staff harvest good ideas.
• Standards- develop standards of behavior for all employees.
• Begin here. Look at questions on your employee, pt & physician surveys. Hold employees accountable to the "standards of behavior"
• Pt Satisfaction- responsible for ensuring highest level of service
• Physician Satisfaction- responsible for ensuring highest level of service to physicians
• Determine what they want & what they are most frustrated by
• Focus
• Fix
• Follow up
  
• Employer of Choice- help the organization become employer of choice.
• Measurement- digs into pt satisfaction measurement & makes easy to read reports.
• Service Recovery- develops service recovery policy & educates staff.
• Communication- responsible for ensuring employees understand a culture of service & organizational excellence
• Reward & Recognition-responsible for developing processes & ideas to reward & rccognize employees.

Key Words at Key Times
Let patients know why you're doing things. Develop your own key words based upon survey results.

AIDET
A-acknowledge the pt
I- introduce yourself
D- duration
E- explanation
T- Thank you

Discharge phone calls

• empathy
• clinical outcomes
• recognition
• service
• process improvement