The Naked HospitalAugust 26, 2010

The “new normal” of information transparency has changed….

1. The way we live

2. What we expect from each other

3. What we expect from the companies we do business with

“Social media is changing thefoundation of the ways we relate….it is changing our

interpersonal psychology.”

“The fundamental rules that have governed how relationships work are

being rewritten, because of easy, no-cost

information sharing.”

“Gen X employees (born between 1965 to 1983) want frequent and real-time conversations and Gen Y (1984 or later) wants to continuously receive real-time information. They both want to be involved in decisions. Gen X employees place more importance on managing themselves while Gen Y employees have high expectations for full participation and collaboration.”

-- Press Ganey, 2010 Pulse Report

Gen X and Gen Y employees want…• A relationship with leadership• Engagement• Information and honesty• Control

They want to work “in partnership”

Strong correlation between level of employee partnershipand…

• Employee retention• Employee recommendation of the

hospital • Physician satisfaction• Patient satisfaction

-- Press Ganey

“Building a partnership with those who work in the hospital is the key…to higher employee retention, increased productivity and improved quality of care.” – Press Ganey

“Building a partnership with those who work in the hospital is the key…to higher employee retention, increased productivity and improved quality of care.” – Press Ganey

• 49% are detached, discontented and distanced

• The closer to the bedside the worse it gets

• The Gen X employees are the least satisfied of the bunch.

Two lessons from the world of politics…

• How Can We Best Work Together?

• How Can Leaders Best Lead?

Physician relations is tied to marketing is tied to housekeeping is tied to reimbursement is tied to quality, etc.

Each brings something valuable to the direction of the hospital.

It’s Not about You

“The fundamental rules that have governed how

relationships work are being rewritten”