The Possible Scot Lecture
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Transcript of The Possible Scot Lecture
Copyright © 2011 Southcentral Foundation. All Rights Reserved.NOTICE: Unless otherwise indicated, this work represents copyrighted material protected by United States and international law. This work may not be used, reproduced, downloaded, disseminated, published, transferred or transmitted, in whole or in part, in any form or by any means, electronic or mechanical, including photocopying, recording or information storage and retrieval, except with the express written permission of the publisher. This work may not be edited, altered, or otherwise modified, in whole or in part, except with the express written permission of the publisher.
International Futures ForumRoyal Society of Edinburgh Michael Shea Memorial Lecture
Edinburgh, 17 February 2014
Katherine Gottlieb, MBA, DPS (h.c.), President/CEO
Steve Tierney, MD, Medical Director – Quality Improvement
Michelle Tierney, MPA, MA, Vice President Organizational Development and Innovation
Kevin Gottlieb, DDS, Vice President Resource and Development and Chief of Staff
Copyright © 2011 Southcentral Foundation. All Rights Reserved.NOTICE: Unless otherwise indicated, this work represents copyrighted material protected by United States and international law. This work may not be used, reproduced, downloaded, disseminated, published, transferred or transmitted, in whole or in part, in any form or by any means, electronic or mechanical, including photocopying, recording or information storage and retrieval, except with the express written permission of the publisher. This work may not be edited, altered, or otherwise modified, in whole or in part, except with the express written permission of the publisher.
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Compliance Data Services Organizational Development Development Center Human Resources Quality Assurance Research Nuka Institute
SCF Programs and Services
Tribal Relations and Village Initiatives
Traditional Healing Clinic
Planning Grants Communications &
Public Relations RAISE Programs Elder Program Seattle Office Board Support Corporate Office
Support
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Behavioral Health• Fireweed• PCC
BURT Denaa Yeets’ TRAILS and FASD The Pathway Home Quyana Clubhouse Dena A Coy
• Residential• Outpatient• Willa’s Way
Behavioral Health Service McGrath Behavioral Health Clinics
Therapeutic Family Group Homes• Cottonwood• Rendezvous• Cleveland
Alaska Womens Recovery Project (AWRP)
Access To Recovery (ATR)
SCF Programs and Services
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Dental (ANMC and Fireweed) Facilities General Counsel Information Technology Special Assistant Program Budget Planning and
Management Contracts Financial Operations Patient Accounts Payroll Reimbursement
SCF Programs and Services
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
64,000 Customer-owners
• 54,000 Anchorage and Valley
• 10,000 55 villages
Employees• 1982: Fewer than 100• 2013: About 1,600
Operating Budget• 1982: $3 million• FY 2013: $227 million
From 1982 to 2013…Operating Budget
1982 FY 2013
$3m
$227m
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Vision A Native Community that enjoys physical, mental, emotional and spiritual wellness Mission Working together with the Native Community to achieve wellness through health and related services Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Corporate Objectives
Shared Responsibility
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No longer a hero but a partner• Control does not equal compliance• Replace blaming with
understanding• Give customer options, not orders• Provide customer with resources• Make it simple
Health care provider changes
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Corporate Objectives
Commitment to Quality
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Be active, not passive Take responsibility for your health Get information about your health Ask questions about advice Ask for options
Customer-owner changes
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Governing board Advisory committees Elders Council Focus Groups Annual Gathering 24- hour hotline Community gatherings Personal interaction
with employees
Satisfaction surveys Comment cards
Customer Connections
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The number one source for changeRaising the BarBecome interested owners in their journey of healthBegin to attend functions
Begin to give advice about enhancing programs and services
Become involved in changing behaviors
Customer feedback
Interview /Hiring Onboarding (ASTP, etc) Leadership
development Development Center Career Ladders Job Progressions Mentoring Employee Wellness
Workforce FocusKey Improvements
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Corporate Objectives
Family Wellness
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It’s All About Customer-ownership and Relationships
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Core Concepts Training Three-day training, ALL
employees Led by SCF
President/CEO Build and sustain
healthy relationships How we impact others How to articulate story
from your heart Partnered with Society
for Organizational Learning to develop
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Core Concepts
Work together in relationship to learn and grow
Encourage understanding
L isten with an open mind
L augh and enjoy humor throughout the day
Notice the dignity and value of ourselves and others
Engage others with compassion
Share our stories and our hearts
Strive to honor and respect ourselves and others
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Relationships between customer-owner, family and provider must be fostered and supportedEmphasis on wellness of the whole person, family and community Locations convenient for customer-owners with minimal stops to get all their needs addressedAccess optimized and waiting times limitedTogether with the customer-owner as an active partnerIntentional whole-system design to maximize coordination and minimize duplicationOutcome and process measures continuously evaluated and improvedNot complicated but simple and easy to useServices financially sustainable and viable Hub of the system is the familyInterests of customer-owners drive the system to determine what we do and how we do itPopulation-based systems and servicesServices and systems build on the strengths of Alaska Native cultures
Operational Principles
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24
Information to Knowledge% SCF Central Pharmacy customer-owners requesting other
medications at dispensing
0%
10%
20%
30%
40%
50%
8/5/10 8/12/10 8/19/10 8/26/10 9/2/10 9/9/10 9/16/10 9/23/10 9/30/10
Percent
Average
Better
Source: Central Pharmacy-Pharmacy tic-sheet 9.27.10
Change Tested
Change Implemented
% Employees with Current Annual Disaster Tng
53
74
94 98 100
0
50
100
2005 2006 2007 2008 2009
%
SCF Industry Best (100%)
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Utilization• 75% decrease in hospital admissions since 1999• 71% decrease in hospital days per 1000 since
1999 • 36% decrease in outpatient visits per 1000
customer-owners Clinical quality
• Level 3 NCQA Patient Centered Medical Home • 75 or 90 percentile for HEDIS outcome measures
o Diabetes o Cancer o Cardiovascular disease
Measures of Success
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Customer-owner satisfaction• Overall 93%
Employee satisfaction• Overall 94% • Response rate 95%
Employee Turnover • 10.8%
Baldrige National Quality Award - 2011
Measures of Success
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Planning Linkages The Corporate Strategic Plan is linked and communicated all the way through the organization through division , committee, and department
annual plans and the employee evaluation system
Corporate Strategic Plan
(Rolling 3+ yrs)
Includes strategic challenges/
advantages, corporate goals & corporate
objectives.
Corporate Annual Plan
(1-3 yrs) and Budget Plan (1 yr)
Includes priority 1 initiatives – initiatives that
will begin in the next 12 months.
Annual Plans(1 qtr – 1 yr)
Includes division,
committee & department
annual plans.
Quarter Reports
(1 qtr)
Includes division,
committee & department
annual plans.
Employee Evaluation System
(1 yr)
Includes employee evaluation
& employee action plans.
LinkagesEVERYTHING TIES
TOGETHER!
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Governance joins in celebration of success
Leadership encourage recognitions and rewards
Innovation and creativity are endorsed as a high motivators
Leadership
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Thank You!
Qaĝaasakung
Aleut
QuyanaqInupiaq
Háw'aa Haida
‘Awa'ahdahEyak
Mahsi'Gwich’in
Athabascan
Igamsiqanaghhalek
Siberian Yupik
Tsin'aenAhtna Athabascan
T’oyaxsmTsimshian
Gunalchéesh Tlingit
QuyanaYup’ik
Chin’anDena’ina Athabascan
QuyanaaAlutiiq
Copyright © 2011 Southcentral Foundation. All Rights Reserved.