Performance Improvement: What Matters Most€¦ · Performance Improvement: What Matters Most RaNae...
Transcript of Performance Improvement: What Matters Most€¦ · Performance Improvement: What Matters Most RaNae...
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Performance Improvement: What Matters Most
RaNae Wright, MHA
Community Market Leader
513-236-9092
Jessica Jones, CHFP
Managing Director
303-619-1379
Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization
Art and Science of Performance Improvement
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Why Implement Performance Improvement
Getting Started
Performance Improvement Tools and When to Use
Tips and Traps
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Mission
To make healthcare a better place for employees to work, physicians to practice medicine,
and patients to receive care.
Vision
To be the intellectual resource for healthcare professionals, combining passion with
prescriptive actions and tools, to drive outcomes and maximize the human potential within
each organization and healthcare as a whole.
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We Are Studer Group®
What We Do
• Apply evidence-based tactics to achieve and
sustain exceptional clinical, operational, and
financial outcomes
• Develop web-based software solutions for
operational alignment and process efficiency
• Provide a wealth of educational resources—
including books, training videos, webinars, and
institutes
Awards
Received the 2010
Malcolm Baldrige Quality
Award
Ranked #5 on Great Place
to Work® 2014 Best Small
& Medium Workplaces
List
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Why
What
How
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Communicating: The Suggested Sequence
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Heart (People)
Mind (Process)
WHY: Connecting Heart and Mind
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Market Drivers
Payment Reform Cost Pressures
Information Boom Improved Care
Performance
Improvement
8-12% Total
Improvement
Asset
Rationalization
3-6% Total
Improvement
Scale and
Integration
4-8% Total
Improvement
Clinical
Transformation
6-14% Total
Improvement
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WHY: Market Demands Improvement
Market Will Demand 20 – 40% Overall Improvement, Requiring a Multi-
Pronged Approach
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WHY: Top 10 Issues in Healthcare
Top Issues*Performance
Improvement
Opportunities
1. Financial challenges X X
2. Healthcare reform implementation X X
3. Governmental mandates X
4. Patient safety and quality X X
5. Care for the uninsured/underinsured X
6. Patient satisfaction X X
7. Physician-hospital relations X
8. Population health management X X
9. Technology X
10. Personnel shortages X X
*10 most concerning issues for hospital CEOs, Survey published January 12, 2015 by the American College of Healthcare Executives
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WHAT is Performance Improvement?
Performance
Improvement
sometimes has a
bad reputation…
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Measuring
• … the output of a particular process
• … or procedure, then
Modifying
• …the process or procedure
• … to increase the output,
• … to increase efficiency, or
• … to increase the effectiveness of the process or procedure
WHAT is Performance Improvement?
PI
People
Process
Tools
Organiza-
tionalCulture
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10
WHAT: Where to start with PI
A BALANCED approach
• Establish clear priorities for your
future
• Focus on strengthening current
stability
• Optimize current operational
performance
• Establish the capabilities and
infrastructure for a long term
strategy
Consider a 3-4 year
horizon with a goal of 5-
10% improvement / year
Performance improvement
solutions can lead to one
year / 8-12% improvement
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WHAT is Performance Improvement?
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WHAT: Structures that Support PI
• Establishing the PI vision and continuous monitoring of the proper implementation of that vision
Governance
• Disciplined measurement and monitoring of implementation activities and the associated benefits
Project Management
• Collection and consolidation of data into information scorecards used to drive business decisions
Business Intelligence
Execution Framework
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Governance and Project Management
Governance
Project
Mgmt.
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Business Intelligence
Strategy
• Define Performance Improvement objectives and gain additional understanding of the business drivers, focus areas, and benefits expected
Gap Analysis
• Define the competencies and infrastructure required for implementing the new analytics platform and jointly assess existing competencies and infrastructure
Technology Evaluation
• Build a framework to critically evaluate and ultimately recommend an analytics technology choice
Implementation Planning
• Define the implementation plan – the primary phases and objectives associated with the upcoming work required to deliver desired objectives
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What Are You Tracking? Is it Clear?
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WHAT: Metrics
Even simple metrics can become complicated and
have multiple definitions . . .
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Metrics Tips
• Organizational Strategic Goals
• In-Process Metrics that drive
organizational goals
• Identify key summary metrics
with ability to drill down on detail
for analytics
• Two Key Metrics Types
• Unimpact-able (Volumes)
• Impact-able (Point of Service
Collections, Overtime, etc.)
• Clearly define each metric and
keep those definitions visible
• Track weekly or monthly by
leader and relevant department
• Compare to national standards
and internal benchmarks
• Ensure impact-able metrics are
supported by data that identifies
accountable parties
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WHAT: Basics of PI Metrics
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HOW: Performance Improvement Tools
Pareto Chart
?Evidence-Based LeadershipSM
Fishbone Diagram
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Execution Framework: Evidence-Based LeadershipSM
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LEADER EVALUATIONImplement an organization-wide
leadership evaluation system to
hardwire objective accountability
LEADER DEVELOPMENTCreate process to assist leaders in
developing skills and leadership
competencies necessary to attain
desired results
MUST HAVES®
Rounding, Thank You Notes, Employee
Selection, Pre and Post Phone Calls, Key
Words at Key Times
PERFORMANCE GAPRe-recruit high and middle performers,
Move low performers up or out
STANDARDIZATIONAgendas by pillar, peer interviewing, 30/90 day
sessions, pillar goals
ACCELERATORSLeader Evaluation Manager®
Validation MatrixSM
Provider Feedback SystemSM
Studer Group Rounding
Patient Call ManagerTM
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Words that drive compliance in hospitals
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Mandatory
98%
Required
69%
Expected
26%
Mandatory vs. Optional
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• Rounding for Outcomes
• Interviewing, Validation, Observation
• Objective Evaluation System, Validation Matrix
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Tactics That Align Process and People
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Rounding
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• Appreciative Inquiry – what
has worked before
• Practice makes perfect
• Schedule time to see for
yourself
• Create train-the-trainer wins
• Provide coaching in the
moment
• Annual competency
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Interviews, Observations and Validation
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• Are goals specific, measurable, achievable, realistic, timely
• Do you track goal results monthly?
• Do you track in-process metrics monthly?
• Do you discuss outcomes monthly without fail?
• Is the action plan clear and reviewed monthly?
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Leader Evaluation Manager® (LEM), Validation
Matrix, etc.
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Culture: Our Expertise
Are you Really Focused on Culture
or Training?
BUILD SKILLS
• Educational
Conferences
• Speakers
• Books
• Videos
• Online learning
TRAINING
GET RESULTS
Fast improvement
on a key
organizational
metric, e.g. patient
experience,
employee &
physician
engagement, ED
turnaround
IMPROVEMENT
CHANGE
CULTURE
Comprehensive
organizational
transformation
through expert
coaching to
hardwire
evidence-based
practices across
the board
TRANSFORMATION
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• What is a Blind Spot?
• How do you know you have one?
• How do you name it?
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Blind Spots
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• Which personal
aspects form the
basis of my
leadership style?
• Which personal
weaknesses do I
reveal to those I
lead?
• How well do I read
situations?
• Do I have a good
sense of
organizational time?
• How well do I
communicate?
• Do I conform
enough?
• How well do I manage
social situations?
Self-Awareness Exercise for Blind Spots
Ask Another …
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• Own it
• Know it
• Practice seeing it
• Get feedback on success
• Add it to your development plan
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How do you get rid of it?
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Identifying Black Holes
.
Communication
and reinforcement
must cascade
level by
management level
down the
organization
Don’t skip a level!
Black Holes are formed when commitment or
compliance is not sustained at each management level
and driven to the next level
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Key Role Map
Tips for Creating a Key Role Map
Use post-it notes to build a Key Role
Map/Org hart based on current state
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Key Role Map
Successful Sponsor Strategy
.Cascading sponsorship must occur at each level between the Authorizing Sponsor (SA) and the final Targets (T3).
There must be Reinforcing Sponsors (SR) at each level between the Authorizing Sponsor (SA) and the final Targets (T3).
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“The biggest obstacle in achieving high performance
is not achieving the needed urgency for change.”
Kotter, John P (2008)
A Sense of Urgency. United States: Harvard
Business Review Press.
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Thank You!
RaNae Wright, MHA
Community Market Leader
513-236-9092
Jessica Jones, CHFP
Managing Director
303-619-1379
Slide 35