the role of behaviors and talent in patient safety and ...s apri… · the role of behaviors and...
TRANSCRIPT
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The Role of Behaviors and Talent in
Patient Safety and Organizational CultureMichael Rose, M.D.
• Vice President of Surgical Services, McLeod Health in Florence,
S.C. Chairman of the South Carolina Safe Surgery 2015
leadership team. Named as one of 50 “Experts Leading the
Field of Patient Safety” by Becker's Hospital Review. Received
the 2012 Lewis Blackman Patient Safety Champion Healthcare
Executive Award for his role in improving hospital safety.
Ted Kinney, Ph.D.
• Director, Research and Development, Select International. His
clients include leading organizations like the United Nations,
Toyota and Verizon Wireless. His team works with clients
including Beth Israel Deaconess Medical Center, University of
Pittsburgh Medical Center, and the University of Texas
Southwestern, to build talent systems for success at every level
of the organization, including executives and physicians.
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Agenda
Safe Surgery: Three Key Principles
• Relationships
• Process
• The caregiver experience
Behaviors and Talent Strategies
• Why is healthcare unique?
• The psychology of organizational culture
• Building a selection system
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Safe Surgery
Perspectives
Michael R. Rose, M.D.
McLeod Health
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“the horror is far from over”
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JCAHO Universal
Protocol
...checklist endorsed by 50 national groups and
mandated for use in every hospital in 2004..a national
patient safety goal...and defines a never event
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London, UK
EURO EMRO
WPRO I
SEARO
AFRO
PAHO I
Amman, JordanToronto, Canada
New Delhi, India
Manila, Philippines
Ifakara, Tanzania
WPRO II
Auckland, NZ
PAHO II
Seattle, USA
International Pilot Study
8 Evaluation Sites - Nearly 8,000 Patients
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Death and Complication Rates fell by 36%
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THE CHECKLIST
MANIFESTO
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safe surgery 2015: sc
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almost 900,000 surgery cases
in one year
364,000 inpatient surgery cases
523,764 outpatient surgery cases
Estimated 8,800 surgical related deaths per year!
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Complexity
• 70-100 Patients
• A Surgical Team of 4-8 People
• 2,500 Operations and Innumerable Combinations
• 100,000 Surgical Instruments
• 40,000 Unique Surgical Supplies
• 20,000 Implants
• Technology
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“Team”
Relationships, Process, Caregiver Experience
Nurse CRNA Support
Technician Anesthesiologist
Surgeon First AssistantSupport
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Key Principle One
Relationships
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Marshall
Ganz
Values Inspire
Action Through
Emotion
Power of Narrative
in Change
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Key Principle Two
Process
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STORIES
every patient, every case
…what could have been
better
…and, what we
recommend
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• Immediately Actionable Events
• Trends
…inform the work plan and focus
• Error and Risk Ubiquitous
…sets an educational and training
plan
INTELLIGENCE
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Metrics
• November 2010 to Present
• 45,314 Debriefs
• 4,100 Events
• 100 “Critical”
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Metrics
Debriefs Reported (% Cases)
Events Reported (% Debriefs)
3 Months
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0.6%
0.8%
1.0%
1.2%
1.4%
1.6%
1.8%
2009 2010 2011 2012
McLeod Regional Medical CenterAdjusted Surgical Mortality
P < 0.01
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Surgical Volume
Surgery Labor Hours per Case Solucient Benchmark
19
12
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Behavioral
Peer-to-Peer Checklist Performance Observations
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Behavioral
Incorporation into Annual Performance Review &
Compensation
Phase 1 Anesthesia
Phase 2 Nurses, Technicians
Phase 3 Physicians
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…it is not the act of ticking off a checklist that reduces complications but
performance of the action it call for…changing practice is not a technical
problem that can be solved by ticking off boxes on a checklist but a social
problem of human behavior and interaction…successful system change
requires demonstrating the need for change, engaging institutional
leadership, collecting data, and most important, providing training in
teamwork so that everyone feels respected and accountable.”
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Key Principle Three
The Caregiver Experience
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Core
Values
Behavior
&
Priorities
Cynicism
Apathy
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Care Experience
2005 MRMC Baseline
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Care Experience2005 MRMC Baseline
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Care Experience2013 MRMC
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Gaps
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• Checklists Work…
• Team Members Participate
Actively…
• Mandates Insufficient…
• When 4-8 Members of the Surgical
Team Actively Participate
• When Each Member’s Individual
Goals are Satisfied
• It is a Choice of Behavior Predicated
Upon a Shared Purpose &
Understanding
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Patient Voices
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Patient Voices
Source: Patient Empathy Project
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Next: The Patient and Family Join the
Team
Nurse CRNA Support
Technician Anesthesiologist
Surgeon First AssistantSupport +
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‘McLeod Extended Team’
Nurse CRNA
Support
Technician
Anesthesiologist
Surgeon
First Assistant
SupportNavigator/Liaison
Family/Advocate
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Convergence
• Patients Have Been Given Voice
• Shared Understanding and Purpose: Value
• Receptivity of Physicians
• High Impact, Scalable Improvement Methods
• Development of the Human Resource
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Reason for
Action:
Achieve
High Value
Healthcare
for Patients
Clinical
Excellence
Collaboration
Define
Select
Assess
Develop
Align
Standards of Professionalism & Behavior
Expectations for All Physicians
Expectations for Physician Leaders
Recruitment
On-Boarding
Retention
Performance Management
Peer-to-Peer Accountability for Conduct
Personalized Physician Development
Mentoring
Improvement Methodologies & Finance
Alignment Among Physician Leaders
Alignment Physician Leaders & Executives
Shared Alignment with System Board
Goal 1o
Levers 1
o
Drivers 2
o
Drivers
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The Role of Behaviors and Talent
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My two take home points from Dr. Rose’s Talk
• The Discretionary Effort Model
• If you want performance at a significantly better level than your
minimum acceptable standard, it takes discretionary effort!
• Checklists
• “Changing practice is not a technical problem that can be solved
by ticking off boxes on a checklist but a social problem of human
behavior and interaction”
• Why are these such critical considerations?
• Answer: Culture and behaviors are what drive success!
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Lean-Driven, Value-Based, Patient-Centered Care
Technology
People
Process
People• Leadership
• Adaptability, Patient-focus, and Collaboration
• Selection and Development
Technology• EMR
• Decision Support
• Patient Engagement
Process• Lean/Six Sigma
• Care Delivery
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Why is Healthcare Unique?
• Organizational complexity
• Highly trained, but diverse professionals
• Fragmented organizational structure
• De-centralized hiring processes
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Lean/CQI in Healthcare
• Our workforce is neither trained nor selected for
the competencies that are required for success in a
Lean environment
• In fact, many of the wrong behaviors are
reinforced by the traditional professional training
and culture
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Consider Lean Cultural Values
Lean Concepts
• Respect for colleagues
• Value contributions of
others
• Humility
• Empowerment
• Servant leader model
• Drive consensus
• Innovation
• Constant improvement
• Traditional Hospital Culture
• Silo structure
• Professional autonomy
• Professional hierarchies
• Culture of expertise
• Authoritarian leadership
• Short term solutions
vs
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Another Example: The Cultural Hourglass
• Senior leaders recognize the impact of front line employees
• Front line employees value their impact on the patient experience
Senior Leaders’ Vision
Staff Aspirations
Manager Expectations
Dependable and Obedient
Patient-focused
Engaging
Initiative
Adaptable
Innovative
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What is Culture?
• What changed in the McLeod OR?
• Rhonda Larimore (SVP of HR, UPMC) on Culture:
“We need to examine the behaviors that are the result of the culture. In
other words, how do we link culture to behaviors and to outcomes?”
Culture (Values X Behavior X Leadership) = Outcomes
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A Talent Approach that Builds a High Performance Culture
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An Efficient Behavioral Competency Model
• Collaboration
• Communication
• Customer-focused
• Quality-focused
• Adaptability
• Dependability
• Accountability
Competencies
Selection(Content
& Process)
Performance
Management
Promotion
(Content
& Process)
Compensation Organizational
Development
Organizational
Culture
Individual
Career Planning
Succession
Planning
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Level 1
Support & Services
Level 2
SkilledIndividual Contributor
Level 3
Professional Individual
Contributor
Level 4
Supervisor & Manager
Level 5
Director & Executive
Quality Focus
Dependability
Interpersonal Skills/Communication
Teamwork
Business Acumen
Accountability
Positive Presence
Initiative
Compassion
Transformational Leadership
Adaptability and Flexibility
Competencies Across Levels (sample)
Implements Vision Drives Vision
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Level 3 Adaptability and Flexibility
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Select Assessment for Nursing
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Select Interviewing® for Healthcare
• The foundation of an accurate and
consistent hiring process
• Two to three times more accurate
than non-structured interviews
• Reduce managers’ time in the hiring
process by 50% or better
• Dramatically reduces exposure to
litigation
• Hiring managers understand their
talent role
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Maximizing Prediction – What Works?
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Discussion and Contact Information
• Ted Kinney, Ph.D. [email protected]
• Michael Rose, M.D. [email protected]
• Bryan Warren [email protected]