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Leadership Competency Approach: Training Leaders with Organizational Values
Mountain States Health Alliance
Dennis L. Vonderfecht President & CEO
Patricia Niday AVP & CLO
Leadership
Competency
Approach-Training
Leaders with
Organizational
Values
Human Capital Investment
Conference November 2013
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Location: Southern Appalachia
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Demographic Profile
• With nearly 1.2 million residents, the 29-county service area population is only expected to increase by 1.0% over the next five years, compared to 3.2% for Tennessee, 3.3% nationally, and 4.4% for Virginia
• This service area represents an aging population, with nearly 21% of the population age 65 and older, compared to 15% for Virginia, 16% for Tennessee, and 14% nationally
• The education attainment levels are depressed with only 17% with a Bachelor’s Degree or higher, compared to 23% for Tennessee, 28% nationally, and 34% for Virginia
• Income distribution is also lower with 67% making less than $50K, compared to 41% in Virginia, 51% nationally, and 60% in Tennessee
• Prevalence in the areas of heart disease, cancer, and diabetes is higher in the service area compared to state figures for Tennessee and Virginia as well as the nation; increasing levels of obesity in the service area have been identified as a significant health behavior contributing to these higher disease prevalence rates
Mountain States Health Alliance | Bringing Loving Care to Health Care
• Largest Regional Integrated Health Care Delivery System (29 County, Four State Region)
• 14 Hospitals • Approximately 9,000 Team Members, as well as
1,220 physician medical staff, 3,500 volunteers, and 3,500 students
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Tennessee Hospitals • Johnson City Medical Center - Johnson City, TN • Niswonger Children's Hospital - Johnson City, TN • Franklin Woods Community Hospital - Johnson City, TN • James H. & Cecile C. Quillen Rehabilitation Hospital - Johnson City, TN • Woodridge Hospital - Johnson City, TN • Indian Path Medical Center - Kingsport, TN • Sycamore Shoals Hospital - Elizabethton, TN • Johnson County Community Hospital - Mountain City, TN • Unicoi County Memorial Hospital - Erwin, TN Virginia Hospitals • Smyth County Community Hospital - Marion, VA • Norton Community Hospital - Norton, VA • Dickenson Community Hospital - Clintwood, VA • Russell County Medical Center - Lebanon, VA • Johnston Memorial Hospital - Abingdon, VA
Mountain States Health Alliance
Mountain States Health Alliance | Bringing Loving Care to Health Care
Other Entities
Mountain States Health Alliance | Bringing Loving Care to Health Care
• Approximately 400 employed physicians • Home health, hospice, DME • Nursing home • SNF beds • Outpatient diagnostic centers • Ambulatory surgery centers • Occupational medicine centers • Urgent care centers • Medical call center • Wellness centers • Pharmacies • Health Resources Centers • Provider Sponsored Health Plan
MSHA’s Business Model
Mountain States Health Alliance | Bringing Loving Care to Health Care
• Business Model: Baldrige National Quality Award Criteria
• Tennessee Center for Performance Excellence: 2005, 2009, 2013 Excellence Award
• Virginia U.S. Senate and Productivity Award: 2012 Medallion Award
• National Quality Forum (NQF): 2012 National Quality Healthcare Award
• Baldrige National Quality Award: 2012 and 2013 Site Visits
MSHA 10-Year Strategic Plan
Core Strategies
I. Transform the delivery of care from a fee-for-service model to a population health management model using evidence based practices designed towards improving cost and quality.
II. Achieve smart growth.
III. Aggressively pursue and achieve operational cost efficiencies and manage fixed costs in alignment with market volume reduction.
Supporting Strategies
IV. Enhance organizational infrastructure to support current needs and realize future vision.
V. Enhance relationships to support value-based business model.
VI. Build technology infrastructure to support current needs and realize future vision.
Mountain States Health Alliance | Bringing Loving Care to Health Care
Our Strategic Leadership Goals
Mountain States Health Alliance | Bringing Loving Care to Health Care
With a work force totaling 17,220 spread across two states, it is imperative that leaders are continually developed and are well versed in the values of our organization.
The goals of our program include providing competency-based training and development to support: • MSHA’s strategic initiative to leverage existing strengths of the
Organization’s leadership team and systematically create sustainability for the organization
• to achieve our mission of “bringing loving care to healthcare” by fostering this environment and culture across MSHA.
• to assist the community in attaining its highest level of health.
MSHA Leadership Academy Model
Mountain States Health Alliance | Bringing Loving Care to Health Care
Leadership Advisory Council
CLO/Sr. Executive Coach
MSHA Executives
MSHA Physicians
Development of MSHA Leaders at all Levels
Mountain States Health Alliance | Bringing Loving Care to Health Care
Aspiring Leaders
MSHA Aspiring Leader Program
Leadership Development
Classes
Novice-Mid Career Leaders
MSHA New Leader Onboarding
MSHA Leadership Development
Series
Leadership Development
Classes
Managers/Directors
MSHA New Leader Onboarding
Talent Development
Leadership Forums
Leadership Certification
MSHA Fellowship & Mentor Programs
Executives
Executive Onboarding
Fellowship & Mentor Guidance
Leadership Forums
Leadership Certification
Coaching
MSHA New Leader Orientation
30 days
• In-class Orientation
• Quality, Strategic Planning e-learning intro, Corporate Compliance Core Curriculum
60 days
• Leadership Talent Development
• VOS RIE Participation
• MSHA Payroll Processes (e-learning module
90-180 days
• VOS Green Certification
• MSHA Business Model Training
• Strategic Planning
Mountain States Health Alliance | Bringing Loving Care to Health Care
Aspiring Leader Program
Mountain States Health Alliance | Bringing Loving Care to Health Care
Purpose/Target Audience
This program was designed to provide leadership development opportunities to MSHA team members that aspire to become future leaders. The curriculum challenges participants to grow knowledge, behaviors and skills based on the MSHA leadership competencies.
Enrollment Requirements/Expectations
Program participation requires supervisory recommendation. The participant must commit to completing at least six Leadership Academy learning's within defined timeframe.
Expected Outcome
Leadership competency attainment and improved MSHA organizational metrics.
Purpose/Target Audience
• Novice to Mid-Career Leader
• The content and assignments in the MSHA Leadership Development Series are designed to develop and strengthen leader competencies and capabilities, including their ability to optimize workforce capacity.
Enrollment Requirements/Expectations
• Enrollment will be based on the request/approval of the manager’s one-up supervisor. Participants will need to commit to 12 classroom sessions lasting one half-day per month. Additional pre-class and post-class assignments may also be included.
Expected Outcome
• MSHA Leadership Competency attainment & improved MSHA metrics; Common Culture
Leadership Development Series
Mountain States Health Alliance | Bringing Loving Care to Health Care
Leader Identified Complete Initial Assessment (Profiles PXT, DISC, Internal 360) IDP completed Assigned Mentor
Complete VOS Initial Core Training
Assigned to participate in VSA, RIE
Begin activities in assigned areas
Didactic Sessions linked to Blueprint Metrics
Participate in Mentor Program
Complete Leader Training Assignments through MSHA Leadership Academy
MSHA Leadership (Fellow) Program Process
June/July
Aug - Nov
Dec -
Beyond
Mountain States Health Alliance | Bringing Loving Care to Health Care
MSHA Leading Stars - Mentoring
Mountain States Health Alliance | Bringing Loving Care to Health Care
Increase retention rates
Increase high potential satisfaction
Shorten time to advancement
Deepen organizational bench strength
8 pairs assigned
Various stages of relationship
Goal to learn from stages – deploy in larger manner
Linking to other programs (Executive fellowship)
Preceptor Program • The Preceptor Program aides in preparing MSHA
team members for their role and responsibilities of being a preceptor.
• Successful preceptors help promote accomplishment of team members in the workplace, while enhancing learning outcomes and creating more supportive work environments.
• Effective preceptors have the ability to promote recruitment, improve retention, increase patient safety, decrease costs and increase the quality of care delivered.
Mountain States Health Alliance | Bringing Loving Care to Health Care
Level Three Evaluation :
Competency Validation
Program includes a preceptor
competency check-off to be
completed in the participant’s
work setting to ensure the
team member has the
capability to perform newly
learned precepting skills.
Higher Education Partnerships
Mountain States Health Alliance | Bringing Loving Care to Health Care
MSHA is partnering with local community colleges and universities to
provide leadership and excellence training internally and externally.
• Servant Leadership – Milligan and MSHA Faculty
• General Business and Operations – MOOCs and Seminar
• Leadership Skills – On-Line and Seminar
• Targeted Clinical Programming
Complete Assessment DISC and Profiles PXT and review results (One-time)
Complete Self and One-up Leader MSHA Competency Assessment (After initial submittal, completed annually, due July 31st each year)
Develop Plan with One-Up leveraging Leadership Academy Framework (Annually, due July 31st each year)
File Report with Leadership Academy( Annually Upload to Personal Leadership file)
Review progress and modify as needed with One-Up and provide Leadership Academy annual update of progress (due Jan 31st )
Leader Talent Development
Process Overview
Mountain States Health Alliance | Bringing Loving Care to Health Care
MSHA Executive Talent Development
FY14 Executive Training for enhanced development:
1. Crucial Conversations
2. ACHE Leadership Certification Training
3. Value Optimization (VOS) Certification
4. Pacesetting Leadership Styles
5. Presentation training
Mountain States Health Alliance | Bringing Loving Care to Health Care
Mountain States Health Alliance | Bringing Loving Care to Health Care
MSHA Executive Team: Talent Development Reporting • Leadership Styles
Directive
Visionary
Affiliative
• What is critical to a leader’s effectiveness is his or her ability to diagnose the demands of the situation at hand, and to make use of the full array of styles, rather than to rely on only one or two styles to deal with all situations.
• Leadership Styles number reflects primary or
dominant and back-up style.
Participative
Pacesetting
Coaching
Hay Group Organizational
Climate Evaluation
Analyzes 6 climate
dimensions comparing how
the team feels and how the
leader feels they do in
creating a high performing
climate.
Mountain States Health Alliance | Bringing Loving Care to Health Care
Leadership Forum Process
Our Leadership Forums are focused on process improvement with organizational outcomes. The focus of our Leadership Forums this last year was to apply VOS tools.
- All attendees were asked to apply their knowledge by completing two “Just Do Its” and submit those processes back to Organizational Development for validation.
- Organizational Outcomes related to the “Just Do Its” were at a department level and ranged from cost savings, time savings, elimination of waste, improved efficiencies, etc.
Mountain States Health Alliance | Bringing Loving Care to Health Care
Organizational Outcomes
Mountain States Health Alliance | Bringing Loving Care to Health Care
Resounding success for supporting leader development and building sustainability
• Satisfaction moved from 4.5 to 4.8
• Applicability rates above industry benchmark
• Performance on post tests above 80% mastery
• Internal promotion rate has increased from 22% to 27% vs. ASHHRA rate of 9%
• 24 participants in the Advanced Advisory Board have been promoted or accepted expanded job responsibilities
• Metrics including team member engagement and retention are also monitored.
Team Members Feel MSHA Provides Training to Do Job
Mountain States Health Alliance | Bringing Loving Care to Health Care
I get the training I need to do a good job 2004 2006 2008 2010 2013
MSHA Overall 3.91 3.97 4.05 3.97 4.02
Morehead Top Decile 4.08 4.14 4.19
Leadership Development: Overview & Return
Program Aspiring Leader New Leader Onboarding Leadership Development Series
Inception Date
January 2014 Kickoff September 2013 (Revised Program)
September 2011
Customer Segment
Future Leaders All Team Members New to MSHA Leadership
Novice to Mid-Career
Focus • Leadership development based on the MSHA core leadership competencies.
• Successful Role Transition • Integration of MSHA Culture
and Organizational goals
• Leadership development based on the MSHA core leadership competencies
Organization Outcomes
• Promotion • Leadership Competency • Growth
• 21% Knowledge Improvement.
• Retention • Leadership Competency
Growth
• 27% knowledge improvement
• 12% of the Leadership Dev. Series participants received promotions since their enrollment.
Mountain States Health Alliance | Bringing Loving Care to Health Care
Leadership Forum: February 2013 Results
• Over 700 “Just Do Its” have been reported after the February Forum on the State of Healthcare and the introduction of the “Just Do It” philosophy.
Translation….. Over 700
actions taken to bring greater
value to our customer and
remove waste from the
system!
Mountain States Health Alliance | Bringing Loving Care to Health Care
“Just Do It” Sample Organizational Outcomes
Area/Location Action Outcome
Corporate – EAP Adjust appointment times to every 45 minutes to increase availability
Volume increased from average 325 per month to 350 per month adding no additional staff
IPMC Admitting Decrease registration time for patients by increasing efficiency
35% decrease in registration time – improvements came from frontline team and learnings from other facilities
HH Nurse Supply Capture Pair supply clerk with nurse to pull patient supplies with change to clerk entering supply charges into Allscripts
35% increase in supply charge capture with process change
Mountain States Health Alliance | Bringing Loving Care to Health Care
Physician Education Leadership Academy
Mountain States Health Alliance | Bringing Loving Care to Health Care
Achievement of 4.5 on 5 point
Likert scale benchmarked with
Advisory Board
Success Factors
Mountain States Health Alliance | Bringing Loving Care to Health Care
Participation rates have doubled to over 2,000
• Testament to the quality of programming-development of internal fellowship and aspiring leaders programs
• Fortunate to have tools such as Profile PXT and DiSC profile assessments
• Develop Offerings Between OD and local schools: VHCC, provided 84 sessions of Microsoft training for 1488 TM
• Broadening focus on Lean and Population Health: patients
• Align OD offerings for Leadership Certification Review, i.e. ACHE speakers, Nov 2013 – 6 hours ACHE Category 1 Pursue External Offerings for the Leadership Academy for revenue
Celebrate!
Mountain States Health Alliance | Bringing Loving Care to Health Care
58 MSHA Team Members Recognized
for completing the Leadership
Development Series on August 23
Physician Leadership Academy
Mountain States Health Alliance | Bringing Loving Care to Health Care
• Two year program in conjunction with ACPE
- Medical Staff Leaders and Identified Physicians
- Oversight Morris Seligman, M.D. and Physician Liaisons
- Quarterly Sessions
- Designed to foster healthcare operations acumen and build relationships with MSHA Facility Leadership
• Graduation Ceremony – President of ACPE commencement speaker – Peter Angood, M.D.
• Cycle of Refinement into FY 2014 with addition of courses
Mountain States Health Alliance | Bringing Loving Care to Health Care
Organizational Development Social Media and Social Business Strategy:
• Developed to Ensure Continued Team Member and External Customer Engagement
• Nurse Residency Facebook Page:
• To foster a Social Connection, Organizational Development has created a Facebook Group for the December 2013 Nurse Graduates
• In review of how other Organizations have used this technology, this will enable New Nurse Graduates a way to communicate with similar team member peers experiencing the same challenges while in a controlled setting
• An Organizational Development team member will monitor the group, be in charge of the settings, invite or allow the appropriate people to join
• The Facebook Page will also be an avenue to share educational opportunities with the group and keep them informed of changes and updates that are pertinent to them
• LinkedIn:
• With more than 2,600 LinkedIn Members following Mountain States Health Alliance, the MSHA Leadership Academy—MSHA Organizational Development Service Page Provides an overview of our External Leadership Educational Services and Training Opportunities
Social Media and Social Business Strategy
Social Media and Social Business Strategy
Mountain States Health Alliance | Bringing Loving Care to Health Care 50
Organizational Development Social Media and Social Business Strategy:
• The KNOW Network Mobile Application: • Launched October 14, 2013, The KNOW Network Mobile Application Links the
Community to Organizational Development • Community Members May Register for and Attend Leadership and Clinical Classes
Offered by the Department • Currently Developing Techniques to Offer on Demand eLearnings Related to
Population Health
• Internal Social Media: The KNOW Network Internal Page: • Facility Based Blogs and Discussion Boards • Leadership Blog and Discussion Board • System and Facility Training Calendars • Live Chat • Multimedia Resource Center • Link to VOS Standard Work for Hardwired Integration of VOS Process Changes