The Team Approach. Opportunities Low Employee Morale Operational Processes Leadership Turnover.
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Transcript of The Team Approach. Opportunities Low Employee Morale Operational Processes Leadership Turnover.
Plan, Do, Check & Act
•Plan: Establish Key Result Areas and Team Structure•Do: Observe and get to know each provider and employee to
learn the practice flow through job functions.Identify each employees strengths for future team contribution.Strategically establish teams and meet with each
team to create a plan for goal success.•Check: Pulse check- each team meets monthly to review and
evaluate the processes for continued improvement. We create a report to share with the Center at our monthly staff meeting.
•Act: Teams decide on changes needed to improve the process and apply actions.
The Key Result Area goals were established in January of 2011 with five areas being designated for improvement. Employees were selected to participate on different teams according to their particular areas of expertise and influence. Ideas for implementation were developed in January and monthly meetings are held to track and improve outcomes through tweaking the plans and tracking mechanisms. The team areas are divided into People, Finance, Growth, Go Green and Service. Breakdown of the team efforts for 2011 are as follows:
• People
• Finance
• Growth
• Go Green
• Service
Key Result Areas
People Team Strategy
Reviewed Employee Opinion Survey from 2010.
Created interactive employee events for 2011. Examples: Baby photo contest, Theme lunches, Cookie decorating contest, Fall picnic, Hat day and Massages by Gloria.
Established communication mechanism for employee ideas and feedback.
People Team Success
Improved employee morale Cohesive team spirit Happier employees = Happier patients
Finance Team Strategy
Educate each team member on Joslin/Hospital finance reporting system.
Review monthly finance reports for process improvement. Examples: Moved patient forms to the Web site, crossed trained employees in charge entry, created online patient satisfaction survey, increased utilization of volunteers, maximizing schedule.
Finance Team Success
Increase in patient visits Increase in revenue Expenses under budget Staffing under budget
Growth Team Strategies-No Show
Reduce current no show percentage. Created patient policy agreement to educate
patients on Center expectations. Established Volunteer reminder call program. Phone number verification for accuracy. Providers reemphasize the importance of
patients keeping scheduled appointments.
Growth Team Strategies-EHR
Planning & Education The Art of Being a Super User Site visit to Joslin Center OSF (Bloomington) Epic implementation-October 10
Service
• Implement monthly Patient Satisfaction Survey.
• Improve Patient Satisfaction likelihood to recommend practice.
Center Success
•Improved Employee Morale•Employee Buy In•Improved Patient Satisfaction•Increased Revenue•Decreased No Shows•Improved Provider Satisfaction
Employee Testimonial
“I just want to thank you for making me feel included in the “Joslin Plan”. I am looking at things from a new fresh perspective and that has been driven by you. I apologize if I seem cemented in the negativity of the past as that is NOT my mindset. I do believe we can develop a very successful center working together as a cohesive team. (and we do have great team members!) I appreciate your being here and you can count on me to assist in any way possible to promote our future success.” Jan Reibert, RN, CDE
Gratitude
Thank you to the Joslin Corporate Team for their continued support in our Center’s success!
Melody Johnson
Joslin Diabetes Center Administrator
Affiliate at Southview
“Expect Success”