Flagler Build and Sustain____________________Owner versus RenterWho is My Customer

Regina Shupe MSN, RN Julie Kennedy BSN, RN

The Build and Sustain Map

Standardization AcceleratorsMust Haves®

Performance Gap

Objective Evaluation

SystemLeader

Development

Foundation Breakthrough

STUDER GROUP®:

Agreed upon tactics and behaviors to achieve goals

Re-recruit high and middle/solid performers

Move low performers up or out

Critical Conversations

Skill versus will

Processes that are consistent and standardizedProcess Improvement

PDCALeanSix Sigma Baldrige Framework

Software

Aligned Goals Aligned Behavior Aligned ProcessLeaders must have skills in validation and inspiration to take organization to next level. They cannot take organization to next level if they cannot take themselves to next level

BE SURE LEM goals are weighted and banded to drive results!

Rev 4.8.11

Foster Owner Behavior

What behaviors go with owning versus renting?

Foster Owner Behavior

Owner versus Renter Exercise

Read each scenario

Document specific behaviors that demonstrate ownership versus renter-ship of our patients and their families

Owner and Always

Where does “always” fit in ownership and renter-ship?Is it ok to take good care of people (or even animals) just some or most of the time?

Little Owners or Big Owners?

“My” patients versus “Our” patients We all collectively own the patient experience, regardless of where a patient is in the hospital.

Moving patients, handoffs, collaborating on patient must all be seamless to the patient and centered aroundwhat is best for the patient – not what is “convenient”.

“Everyone who interfaces with me (my department, my practice, my hospital,

etc.) is my customer.”

Who is My Customer? Worksheet Exercise

Copy of Action Plan Here

Copy of Linkage Grid Here

Julie Kennedy BSN, R

N

Studer Coach

www.studergroup.co

m

julie.ke

nnedy@stu

dergroup.com

If you want to build a shipdon’t tell people to collect wood

and don’t assign them tasks and work but rather teach them to long

for the endless immensity of the sea.-Antoine de Saint-Exupery