From Amateurs to Pros: How to Build a Championship Team

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
•
•
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•
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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
•
•
•
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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
•
•
•
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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
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Clear away old ideas and bad habits
Re-Educate as necessary
Provide resources
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Benchmarking
Consultation
Quality & Outcomes
Patient Satisfaction
Conferences
Preparing Your Agency
to Succeed
The Cycle of Engagement
•
•
•
•
•
•
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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
•
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Dress Code
Welcome Brochure
Postcard Program
Patient-Centered Care
Improved Clinical Outcomes
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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
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Not just HR
Peer interview process
New staff training
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Preceptor program
New Employee Handbooks
Commitment to building a strong foundation
at hire
Clear expectation of greatness
Embrace Change
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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?
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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
• dwhitcomb@memorialsb.org
• jjourdan@memorialsb.org
• SDAVIS3@memorialsb.org