From Amateurs to Pros: How to Build a Championship Team Diane Whitcomb, RN, MSN, Director Sarah Davis, RN, BSN, QA Specialist Judy Jourdan, MSA, OTR, Therapy Mgr Memorial Home Care, Inc. The Only Game in Town • History of Memorial Home Care, Inc. – Solid – Well known in the community – “That’s the way we’ve always done it” – Content with Status Quo — tried and true. We’ve Hired a New Pro • New leadership with desire to change and improve • Management led initiatives – Be on time to visits – Listen to the patients/caregivers – Scripting – Gimme 5 campaign – New dress code Learning the Rules of the Game • How do you keep score? – Understand the data – Count every swing and miss - learn from it – Watch how others play the game Aiming for the Green While Playing out of the Rough • Making the connection between the regs/rules and patient care – 17th percentile ranking in Patient Satisfaction – Low Outcomes Scores – Pride was at stake Can’t Make a Hole in One Every Time • WIGs (Wildly Important Goals) – Goal driven at the staff level – Set by the group, not just management – Everyone has a Vote – Quality and Safety in all we do – Excellent Care and a Great Place to Work – Lead Change through Innovation – Achieve strong and sustained financial performance Choosing your Team • Hiring process – If the team chooses new members they will support them – Skills can be taught - but you can’t fix a bad attitude – “Team Think” is important – Attrition may be necessary Investing in Quality Equipment • Memorial’s Culture – Supportive – Succeed together • Every Team Member is Worth the Time to Teach Stop Managing – Start Leading • Unleash the Talent • Inspire Trust – Trust staff enough to let them succeed – Ask for input & use their ideas – Total transparency – Speak from your heart Keep Your Eye on the Ball • Don’t reinvent the game, just learn to play it the right way – Sustained superior performance – Intensely loyal customers – Organizational greatness – Engaged Team Preparing to Lead Seek First to Understand • Recognize and acknowledge fears • Look for insight into staff’s perception • Alignment of the Leadership Team Listen and Process • Don’t ask if you don’t want the truth • Don’t ask if you aren’t going to act • Recognize and abandon your own agenda Four Fatal Assumptions of Leaders • That people understand you • That people agree with you • That people care about what you’ve said • That people have the knowledge to take appropriate action Preparing the “Team” What is a Team? Team Group of people brought together to accomplish a task vs Group of people committed to a vision or idea working together as a cohesive unit Evolution of Team Do They • Understand the reason or see it as a burden? • Trust that you value their input? • Feel safe? • Agree that that the projects are important? • Care? • Have the right knowledge to work effectively? Tapping into Natural Talent • Find natural leaders • Provide opportunities • Allow them to be the ones to bring change to the other staff Fostering Team Attitude and Commitment • • • • • • • Start small Expect everyone to participate Projects related to WIGs Meaningful on a daily basis Representation from all disciplines and areas on each team Members choose to follow passion Compensate for time Roles & Responsibilities of Team Members • • • • Leader-peer selected, contact person for the group, organizes the agenda Recorder/time keeper -takes official notes, keeps the meeting on track Members-attend meetings, participate, bring their passion Facilitator-assigned member of the leadership team Leadership’s Role as Facilitator • Brings the team together initially; spark conversation, new ideas, and growth • Level of involvement is determined by the climate of the team • Pitfalls – Over sharing your opinions and ideas – Using authority to help “guide” decisions – Not letting the team execute and follow through with their ideas Preparing the Staff: Investing in Your People Education with a New Purpose • • • • We don’t just make this stuff up Find out what speaks to them and use that to create significant education experiences Relate regulations to patient care – help make connections Grow their confidence so they can recognize their own intuition and make decisions (prepare for future change) What They Need to Succeed • Basic concepts and ideas – OASIS workshops – Goal Setting and Care Planning • Tools – CoPs – HIM-11 – CMS regs Create a Solid Foundation • • • Clear away old ideas and bad habits Re-Educate as necessary Provide resources – – – – – Benchmarking Consultation Quality & Outcomes Patient Satisfaction Conferences Preparing Your Agency to Succeed The Cycle of Engagement • • • • • • • Knowledge leads to the desire to improve Leads to positive changes Leads to satisfied patients and staff Leads to improved outcomes Leads to improved financial performance Leads to pride in accomplishment Leads to the quest for more knowledge. Leader Board Make Every Experience Exceptional • • • • Dress Code Welcome Brochure Postcard Program Patient-Centered Care Improved Clinical Outcomes • • • • • Urinary Incontinence Program Defining Surgical Wounds Bust a move Facing Pain Occupational Therapy Use of Evidenced Based Practice • Diabetic Foot Care • Flu/pneumonia • Depression The Bottom Line This is our winning formula Without focusing on finance we just completed our best financial year in our history. With the focus on the patient it all came together. Preparing for the Future Moving at the Speed of Light • Real Life: Day to day operations • Challenges – CMS mandates and changes – Joint Commission – State Surveys – HHCAHPS Barely Moving at All • Change is painfully slow and scary • Prepare for re-emergence of distrust, old habits, and amnesia • Acknowledge this as part of the process and move on Bringing New Talent On-Board • Hiring process – – • Not just HR Peer interview process New staff training – – – – Preceptor program New Employee Handbooks Commitment to building a strong foundation at hire Clear expectation of greatness Embrace Change • • • Continually renew the commitment to leadership, team, and staff Help the teams to push themselves to meet more challenging goals Be willing to admit defeat and adjust course Are You Still Having Fun? • • • • Making it memorable (multi-sensory, performing as a team, creative reminders, signs, cards, & post-its. Peer Recognition-Sunny Spot, warm and fuzzies, appreciation Department meetings: refreshments, activities, team reports and education, recognition, patient comments and letters Celebrate your victories-even the small ones Contact Information • [email protected] • [email protected] • [email protected]