Creating a Culture of Caring

What I/We believe to be true…

Laurie Francis Montana Primary Care Association

OutlineMISSION VISION HISTORY

ALIGNMENT, ALIGNMENT, ALIGNMENTphilosophy measures goals hiring leaders

Community Health Partners, Inc.Mission Statement

To enhance community health

and well-being through

• Innovative programming• Strong partnerships• Improved outcomes

VISION 100% ACCESS, 0% Disparity

Questions So…how do you do that?

“Enhance Community Health and Wellbeing”

Teams high

functioningHire well!

Measures –capacity, learning,

alignment, growth

Alignment

Employee focus…EOC/

Constant Leadership

growth!

History Community health center formed in 1998 Began health disparities thinking in year 1 Over next 13 years, grew from a few staff members

to 120 Added three medical sites, added two dental sites Imbedded integrative behavioral health from year 3

on Worked with many great experts and participated in

“important” research…searching for the questions and the answers……….which kept moving.

Every Staff Member, Every Patient, Every Time

PHILOSOPHY

What we Value – The Philosophy in Print …Walk the Words

TeamCollaboration

Flexibility

OrganizationEquity

Education

Individual

EmpathyRespect

EfficiencyClear Communications

Optimism

Customer centeredtransparency

Creating Excellence through Full Alignment

VISION100% Access, 0% Disparity

MISSIONEnhance Community Health and Well-being

BALANCED SCORECARDPILLARS of Excellence

TEAM GOALS/ACTIVITIESConstant Process Improvement

Root Causes Measures Access Engagement Resources Partners

The WHY…?

Because it works It is the right thing to do And, life is short – let’s make it good for as

many humans as possible

Improved Health

OutcomesActivated

Patient/Client

Activated Provider/

Support TEAM

Self-Management(Patient – Centered, Provider Supported)

Framework for Improved outcomes – just substitute Provider for Manager and Patient

for Staff Member EXCELLENT CARE – Every Patient, EVERY time• Timely access to provider team

• Patient Priorities • Clear Communication

• Motivational Interviewing• Data/evidence available to clinician and patient –

Individual and panel management• Pre-visit, Groups, Follow up

• Constant patient-centered system improvement

Impact of SOCIETY*Poverty

*Education*Social equity

The HOW - Unlearning and Learning Who is the EXPERT??? We, the people, we, the individual… What we “know” to work – constantly learning, PDSA What we want for all humans…….. How we change our approach

Mission Hire well New Employee Orientation SM/MI training and use DATA, DATA, DATA – Baldrige, Engagement, measure what matters…

MINI Measurement SUMMITs Time to meet to improve, connect – creating STRONG, flexible teams – self

efficacy – team evaluation Leadership growth – Study group, 360s, goals…PDSAs

PRACTICE, PRACTICE, PRACTICE

IS the New approach working? Feeling at the end of the day Measure WHAT matters and share WELL!

Process and Outcome Patient feedback Staff feedback YOU…

did you get your needs met?

Show Measures if possible

% of staff engaged in their work at CHP

11.5

22.5

33.5

44.5

5

Mar-08 Jun-08 Sep-08 Dec-08 Mar-09 Jun-09 Sep-09 Dec-09 Mar-10

Staff Engagement Median Target

Guiding “Staff Engagement” work

Baldrige "Are We Making Progress Survey 2009 CHP Score2009 Baldrige

benchmark 2009 Difference

Leaders ask employees for ideas to plan for future 86% 52% 34%

Leaders ask employees what they think 86% 60% 26%

Leadership uses values to guide organization 92% 68% 24%

Organization has good processes 75% 51% 24%

Leaders create environment for staff to do job 88% 67% 21%

Areas for Improvement     Diff.New Goal

Employees know how the organizational plans affect them 57% 68% -11% 63%Employees know if they are making progress on their part of plan 50% 70% -20% 55%

Employees know how well CHP is doing financially 38% 77% -39% 42%

5/3-7/

2010

5/10-1

4/201

0

5/17-2

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5/24-2

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2010

6/7-11

/2010

6/14-1

8/20

6/21-2

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6/28-7

/2/20

10

7/5-9/

10

7/12-1

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7/26-3

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10

8/9-13

/2010

8/15-2

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8/23-2

7/10

8/30-9

/3/10

9/6-10

/10

9/13-1

7/10

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4/201

0

9/27-1

0/1/10

10/4-

8/10

10/11

-15/10

-5%0%5%

10%15%20%25%30%35%40%45%50%

Kron-% Med List/Pt Plan printed during visit

CHP % print Kron % print Kron Median

5/3-7/

2010

5/10-1

4/201

0

5/17-2

1/201

0

5/24-2

8/201

0

6/1-4/

2010

6/7-11

/2010

6/14-1

8/20

6/21-2

5/201

0

6/28-7

/2/20

10

7/5-9/

10

7/12-1

6/10

7/19-2

3/201

0

7/26-3

0/201

0

8/2-6/

10

8/9-13

/2010

8/15-2

1/201

0

8/23-2

7/10

8/30-9

/3/10

9/6-10

/10

9/13-1

7/10

9/20-2

4/201

0

9/27-1

0/1/10

10/4-

8/10

10/11

-15/10

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%Kron-% Med List/Pt Plan printed during visit

CHP % print Kron % print Kron Median

Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-100%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Bozeman-% 2 yr old w/all immunizations

CHP % imms comp Aver Boz % imms comp

Aver Boz Median 75%ile Goal

RUN CHARTS everywhere…shared

constantly, rarely with comments except

“wow”

Summary Alignment, alignment, alignment Building all care around improving health and

wellbeing – for all - staff and patients Staff engagement – hire well, treat well Measure often and WELL Try it again…and keep on going

Contact info: lfrancis@mtpca.org