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Transforming the
Health Care Experience Making Health Care Better
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Your SPARK can become a FLAME and change
EVERYTHING.Edgar Daniel Nixon
Reflection
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• Not-for-profit• Largest health care system in San Diego
– 4 Acute Care Hospitals– 3 Specialty Hospitals– 2 Affiliated Medical Groups– Full range of programs and services
• Largest private employer in San Diego– 14,000 Employees– 2,600 Affiliated Physicians– 2,000 Volunteers
Sharp HealthCare San Diego’s Health Care Leader
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Going From Good to Great
Sharp in Fiscal Year 2000 – a Good Organization: Fortunate to have a stable leadership team Financially healthy Planning to build and expand facilities Recognized as #1 integrated health care
delivery system in California
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Listening to the Voice of our Customers
100 focus groups of staff, physicians and patients Tell us about your Sharp Experience
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Learning that GoodCan Be the Enemy of Great
Focus Group Results: The Experience at Sharp was not what it
could be Health Care experiences in general were not
what they could be – no differentiation All constituents were excited by the prospect
of Sharp transforming the experience
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Lighting the Spark of PossibilityThe Journey Begins . . .
• Studied inside and outside of the health care industry• Conducted a national best practice Investigation
– Experience Economy– The Disney Institute– Ritz Carlton– Studer Group– GE– Other Hospitals & Health Systems– And more…
• Model Developers
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Making Health Care BetterThe Infrastructure
NEWMODEL
FORCHANGE
NEWSTRUCTURE
NEWVISION
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Igniting our Workforce
The Challenge:To spark 14,000 team members, 2600 physicians and 2000 volunteers
The Solution:The Sharp HealthCare All-Staff Assembly:A Recommitment Ceremony
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The All-Staff Assembly:A Recommitment Ceremony
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The All-Staff Assembly:A Recommitment Ceremony
All Sharp team members 3 identical sessions held over 2-days
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A Vision to Make Health Care Better Starting with Ourselves
Sharp’s Vision to transform the health care experience and make Sharp:
– Best place for employees to work– Best place for physicians to practice medicine– Best place for patients to receive care– Ultimately, the best health care system in the
universe.
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6 Pillars of ExcellenceQuality Service People Finance Growth Community
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A Model for Change
• Leadership Development
• Employee Development
• Physician Development
The Sharp University
• Report Cards & Measures
• Hardwiring
Accountability
• 100 Action Teams
• 1,000 Action Team Members
Performance &
Experience Improvement
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Action Teams Architects of Change
• Entity Firestarters• 100 Action Team Leaders / 1,000 Members
– Employee Satisfaction– Patient Satisfaction– Physician Satisfaction– Service Recovery– Reward & Recognition– Standards– Measurement– Communication
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Becoming a Learning Organization
• Leadership Development• Physician Development• Employee Development
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Quarterly LeadershipDevelopment
Quarterly Off-Site Sessions 1,400 Leaders (Leads, Supervisors,
Managers, Directors and Senior Executives) Across two-days of learning
o State of Sharp & Report Cardo Best practice speakerso Trailblazers of Excellenceo Tools and toolkitso Adult learning methods
Accountability Grids to hardwire learning
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Staying Sharp• The Story of The Sharp Experience• Behavior Standards• Sharp Must-Haves• Sharp Fundamentals• Service Recovery• Crucial Confrontations
Quality & Performance Improvement
• Accountability• Patient Safety• Pillar Report Cards• Performance Evaluation Systems• Six Sigma/Lean
Sharp University• Leadership Development Sessions• New Leader Orientation• New Staff Orientation• Baldrige Criteria & Discipline
Sharp Basics
Experience Design• Experience Mapping• Signature Moments• Ceremonies & Symbols• Everything Speaks• Themeing• Appreciative Inquiry
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Attitude Is Everything Thank Somebody
Make Words Work Teamwork
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Make It Better! Think Safe, Be Safe
Look Sharp Be Sharp Keep In Touch
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It’s a Private Matter To “E” or Not to “E”
Viva La Différence! Get Smart
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Experience Design
• Experience Economy• Signature Moments• Service Mapping• Now-to-Wow Experiences• Moments of Truth• Everything Speaks
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Creating the Experience –Signature Moments
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An Attitude of Gratitude
Sharp’s Signature Moment
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by four members of the CT scan staff: Cynthia, Andrea, Mirabel and Tess. Over the years, Harper said, he has undergone routine examinations at hospitals in Washington, D.C., Maryland, Iowa, Michigan, Delaware and San Diego. "None ever marked my visit by a card or even a phone call," the appreciative patient said.
Marketing Health CareWilliam Harper isn't used to getting a thank-you note from a hospital. But, sure enough, a few days after his visit to Sharp Memorial Hospital, he received a card in the mail with the following message:"Thank you for allowing us to participate in your care." It was signed
by four members of the CT scan staff: Cynthia, Andrea, Mirabel and Tess. Over the years, Harper said, he has undergone routine examinations at hospitals in Washington, D.C., Maryland, Iowa, Michigan, Delaware and San Diego. "None ever marked my visit by a card or even a phone call," the appreciative patient said.
Marketing Health CareWilliam Harper isn't used to getting a thank-you note from a hospital. But, sure enough, a few days after his visit to Sharp Memorial Hospital, he received a card in the mail with the following message:"Thank you for allowing us to participate in your care." It was signed
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Baldrige Criteria and DisciplineDeployed Via
Quarterly Leadership Development• Leadership• Strategic Planning• Focus on Patients, Customers, Markets• Measurement, Analysis, Knowledge
Management• Workforce Focus• Process Management• Results
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System Report Card
Accountability is the KEY to Success
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System Report Card
Entity Report Card
Leader Eval/Report Card
Accountability Grid
Rounding & Thank You Logs
Staff Eval1/3 Job Performance
1/3 Dept/Ind Goals
1/3 Behavior Standards
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Market Share Employee Satisfaction Employee RetentionPatient SatisfactionQuality Clinical Outcomes Physician Satisfaction Net RevenueBond Rating Philanthropic Support
Does it Make a Difference?