Tom Peters’ Leading for Excellence: Surpassing “Unrealistic” Expectations AHCA/NCAL 55 th...
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Transcript of Tom Peters’ Leading for Excellence: Surpassing “Unrealistic” Expectations AHCA/NCAL 55 th...
Tom Peters’
Leading for Excellence: Surpassing “Unrealistic”
Expectations
AHCA/NCAL 55th Annual Convention & ExpoMiami Beach/10.04.2004
Tom’s Healthcare9: Goals2004
1. Stop killing people in acute-care settings through negligence/lousy management/craft mores. (THIS IS ABOUT ATTITUDE & WILL … NOT $$$$.)2. Adopt Patient-centric acute-care models (a la Planetree).3. Embrace the Boomer Tsunami.4. Prepare for consumer-driven healthcare.5. Revise-Revolutionize the entire system (K-90) to revolve around Wellness-Prevention.6. Erase the disgrace of uninsured Americans … in Planet’s Wealthiest Economy.7. Re-orient Boomer-driven Eldercare toward Optimism (“The time of your life!”) (60 – 30 = 90 – 60).8. Re-imagine! What an Opportunity!9. Excellence = State of Mind.
“Growth market” or … Magical Opportunity to Lead this Demographic Revolution … and Re-
imagine Aging?
TP/61/CR: Diet … Eating Habits/Philosophy … Nutrition Supplements … Breathing …
Stretching … Meditation (Short, Long) … Exercise … Mini-walks … Sound … Flowers …
Aromatherapy … Baths … Labyrinthine … Massage … Acupuncture … Chiropractic … Big CR/“CR Pauses” … Water (Japanese bath) … “Stop. Look. Listen.” ... Monitor & Measure &
Record. New World Order = Reverse 5 decades
of abuse (With damn little help from my M.D. friends)
It is the foremost task—and responsibility—of our generation to
re-imagine our enterprises, private
and public. —from the back cover, Re-imagine!
“Beware of the tyranny of making
Small Changes to Small Things. Rather, make Big Changes to Big
Things.” —Roger Enrico, former Chairman, PepsiCo
The greatest dangerfor most of us
is not that our aim istoo high
and we miss it,but that it is
too lowand we reach it.
Michelangelo
“Some grocery stores have better
technology than our hospitals and
clinics.” —Tommy Thompson, HHS
Secretary
Source: Special Report on technology in healthcare, U.S. News & World Report (07.04)
“Our entire facility is digital. No paper, no film, no medical records. Nothing. And it’s all integrated—from the lab to X-ray to records to physician order entry. Patients don’t have to wait for anything. The information from the physician’s office is
in registration and vice versa. The referring physician is immediately sent an email telling him his patient has shown up. … It’s wireless in-house. We have 800 notebook computers that are wireless. Physicians can walk around with a computer that’s
pre-programmed. If the physician wants, we’ll go out and wire their house so they can sit on the couch and connect to the
network. They can review a chart from 100 miles away.” —David Veillette, CEO, Indiana Heart Hospital (HealthLeaders/12.2002)
“We expect consumers to move into a position of dominance in the early
years of the new century.”
Dean Coddington, Elizabeth Fischer, Keith Moore & Richard Clarke, Beyond Managed Care
“Without being disrespectful, I consider the U.S. healthcare delivery system the largest cottage industry in
the world. There are virtually no performance measurements
and no standards. Trying to measure performance … is the next
revolution in healthcare.”Richard Huber, former CEO, Aetna
“As unsettling as the prevalence of inappropriate care is the enormous amount of
what can only be called ignorant care. A surprising 85% of everyday medical
treatments have never been scientifically validated. … For instance, when family
practitioners in Washington were queried about treating a simple urinary tract infection, 82
physicians came up with an extraordinary 137 strategies.”
Demanding Medical Excellence: Doctors and Accountability in the Information Age, Michael Millenson
CDC 1998: 90,000 killed
and 2,000,000 injured from nosocomial
[hospital-caused] drug errors & infections
HealthGrades/Denver: 195,000 hospital deaths per year in the U.S., 2000-2002 =
390 full jumbos/747s in the drink per year. Comments: “This should give you pause when you go to the hospital.” —Dr. Kenneth Kizer, National Quality
Forum. “There is little evidence that patient safety has improved in the
last five years.” —Dr. Samantha Collier
Source: Boston Globe/07.27.04
1,000,000 “serious
medication errors per year” … “illegible handwriting, misplaced decimal points, and missed drug
interactions and allergies.”
Source: Wall Street Journal / Institute of Medicine
“Experiences are as distinct from services as services are from
goods.”Joseph Pine & James Gilmore, The Experience Economy:
Work Is Theatre & Every Business a Stage
“The [Starbucks] Fix” Is on …
“We have identified a ‘third place.’ And I really believe that sets us apart. The third place is
that place that’s not work or home. It’s the place our
customers come for refuge.”Nancy Orsolini, District Manager
Experience: “Rebel Lifestyle!”
“What we sell is the ability for a 43-year-old accountant to dress in black leather, ride
through small towns and have people be afraid of him.”
Harley exec, quoted in Results-Based Leadership
1. Men and women are different.2. Very different.3. VERY, VERY DIFFERENT.4. Women & Men have a-b-s-o-l-u-t-e-l-y nothing in common.5. Women buy lotsa stuff.6. WOMEN BUY A-L-L THE STUFF.7. Women’s Market = Opportunity No. 1.8. Men are (STILL) in charge.9. MEN ARE … TOTALLY, HOPELESSLY CLUELESS ABOUT WOMEN.10. Women’s Market = Opportunity No. 1.
“If one didn’t know better, one might think that hospitals set out to design
systems that provide the most sophisticated technical care but
deliver the worst possible experience to sick people.” —Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
“It was the goal of the Planetree Unit to help
patients not only get well faster but also to stay well longer.” —Putting Patients First, Susan Frampton,
Laura Gilpin, Patrick Charmel
The 9 Planetree Practices
1. The Importance of Human Interaction2. Informing and Empowering Diverse Populations: Consumer Health Libraries and Patient Information3. Healing Partnerships: The importance of Including Friends and Family4. Nutrition: The Nurturing Aspect of Food5. Spirituality: Inner Resources for Healing6. Human Touch: The Essentials of Communicating Caring Through Massage7. Healing Arts: Nutrition for the Soul8. Integrating Complementary and Alternative Practices into Conventional Care9. Healing Environments: Architecture and Design Conducive to Health
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
“There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Although labor costs are a substantial part of any hospital budget, the interactions themselves add nothing to the budget. Kindness is free. Listening to
patients or answering their questions costs nothing. It can be argued that negative interactions—alienating
patients, being non-responsive to their needs or limiting their sense of control—can be very costly. …
Angry, frustrated or frightened patients may be combative, withdrawn and less cooperative—requiring far more time than it would have taken to interact with them initially in a positive way.” —Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
Press Ganey Assoc/1999: 139,380 former patients from 225 hospitals
0 of top 15 factors determining Patient Satisfaction referred to patient’s health outcome
PS directly related to Staff Interaction
PS directly correlated with ES (Employee Satisfaction)
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
Mgrs re staff: wages, security, promotion opportunities
Staff re staff: interesting work (M: 5 of 10), appreciation (8 of 10), sense of being “in” about
what’s going on (10 of 10)
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
The Customer Comes Second: Put your People First and Watch ’Em Kick Butt —Hal Rosenbluth (and Diane McFerrin Peters)
“Planetree is about human beings caring
for other human beings.” —Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel (“Ladies and gentlemen serving ladies and gentlemen”—4S credo)
“When hospital staff members are asked to list the attributes of the ‘perfect patient and family,’ their
response is usually a passive patient with no family.” —Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
“Family members, close friends and ‘significant others’ can have a gar
greater impact on patients’ experience of illness, and on their
long-term health and happiness, than any healthcare professional.” —Through
the Patient’s Eyes
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
Meals are central events
vs
“There, you’re fed.”*
*Irony: Focus on “nutrition” has reduced focus on “food” and “service”
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
Spirituality: Meaning and Connectedness in Life
1. Connected to supportive and caring group2. Sense of mastery and control3. Make meaning out of disease/find meaning in suffering
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
“Massage is a powerful way to communicate caring.” —Putting Patients
First, Susan Frampton, Laura Gilpin, Patrick Charmel
Griffin: Music in the parking lot; professional musicians in the lobby
(7/week, 3-4hrs/day); 5 pianos; volunteers (120-140 hrs arts & entertainment
per month).
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
Griffin IMC/Integrative Medicine Center
MassageAcupuncture
MeditationChiropractic
Nutritional supplementsAroma therapy
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
“Planetree Look”
Woods and natural materialsIndirect lighting
Homelike settings
Goals: Welcome patients, friends and family … Value humans over technology … Enable patients to participate in their care … Provide flexibility to
personalize the care of each patient … Encourage caregivers to be responsive to patients … Foster a
connection to nature and beauty
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
Access to nurses station:
“Happen to”vs
“Happen with”Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
The Ten Principals of the Eden Alternative
1. The three plagues of loneliness, helplessness, and boredom account for the bulk of suffering among Elders.2. Life in an Elder-centered community revolves around close and continuing contact with children, plants, and animals. These ancient relationships provide young and old alike with a pathway to a life worth living.3. Companionship is the antidote to loneliness. In an Elder-centered community we must provide easy access to human and animal companionship.4. A healthy Elder-centered community seeks to balance the care that is being given with the care that is being received. Elders need opportunity to give care and caregivers need opportunities need opportunities to receive care.
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
The Ten Principals of the Eden Alternative
5. Variety and Spontaneity are the antidotes to boredom. The Elder-centered community is rich is rich in opportunities to sample these ancient pleasures.6. An Elder-centered community understands that passive entertainment cannot fill a human life.7. The Elder-centered community takes medical treatment down from its pedestal and places it into the service of genuine human caring.
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
The Ten Principals of the Eden Alternative
8. In an Elder-centered community, decisions should be made by the Elders or those as close to the Elders as possible.9. An Elder-centered community understands human growth cannot be separated from human life.10. Wise leadership is the lifeblood of any struggle against the Three Plagues. For it, there can be no substitute.
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
“The most basic question we need to
pose in caring for others is this: Is this a loving act?” —Leland Kaiser, “Holistic
Hospitals”
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
“The leaders of Great Groups love talent and know where to find it. They revel in
the talent of others.”Warren Bennis & Patricia Ward Biederman,
Organizing Genius
EVP = Challenge, professional growth, respect, satisfaction, opportunity, reward
Source: Ed Michaels et al., The War for Talent
“AS LEADERS, WOMEN RULE: New Studies find that female managers
outshine their male counterparts in almost
every measure”Title, Special Report, BusinessWeek, 11.20.00
“Ninety percent of what we call ‘management’ consists of making it
difficult for people to get things done.” – P.D.
“Management has a lot to do with answers. Leadership is a function of questions. And the
first question for a leader always is: ‘Who do we
intend to be?’ Not ‘What are we going to do?’ but ‘Who do
we intend to be?’” —Max De Pree, Herman Miller