tom peters’ excellence. always. mckesson 2008 executive leadership summit the broadmoor/colorado...

Tom Peters’ Tom Peters’

EXCELLENCEXCELLENCE. ALWAYS.E. ALWAYS.McKesson 2008 Executive Leadership SummitMcKesson 2008 Executive Leadership SummitThe Broadmoor/Colorado Springs/23 July 2008The Broadmoor/Colorado Springs/23 July 2008

Slides at …Slides at …

tompeters.com*tompeters.com*

*Also: “Long” version*Also: “Long” version

Part One:Part One: A A Civilian Looks Civilian Looks at Your Worldat Your World

DVM/Lyme/2005-2008DVM/Lyme/2005-2008

**Multiple diagnoses (>5)**Multiple diagnoses (>5)**Specialist self-certainty**Specialist self-certainty**Health deterioration failed to produce urgency-**Health deterioration failed to produce urgency- communication communication**Virtually no communications between specialists**Virtually no communications between specialists**Follow-up very spotty unless bugged incessantly**Follow-up very spotty unless bugged incessantly**Lost major test results, mis-placed 3 or 4**Lost major test results, mis-placed 3 or 4 occasions occasions**Near fatal drug mistake (one nurse takes charge)**Near fatal drug mistake (one nurse takes charge)**Effectively, disinterest in chronic-care**Effectively, disinterest in chronic-care**Lack of curiosity**Lack of curiosity

““Bottom line” :Bottom line” : 19001900--19601960, , life expectancy grew life expectancy grew 0.64 0.64 %% per year; per year; 19601960--20022002, ,

0.24%0.24% per year, half from per year, half from airbags, gun locks, airbags, gun locks,

service employment …service employment …

Source:Source: Best Care Anywhere: Why VA Healthcare Is Better Than YoursBest Care Anywhere: Why VA Healthcare Is Better Than Yours/Phillip Longman/Phillip Longman

““The more doctors and specialists around, the more The more doctors and specialists around, the more tests and procedures performed. And the results of all tests and procedures performed. And the results of all these tests and procedures? Lots more medical bills, these tests and procedures? Lots more medical bills,

exposure to medical errors, and a exposure to medical errors, and a loss of life exloss of life exppectancectancy.y.

““It was this last conclusion that was truly shocking, but it became It was this last conclusion that was truly shocking, but it became unavoidable when [Dartmouth’s Dr. Jack] Wennberg and others unavoidable when [Dartmouth’s Dr. Jack] Wennberg and others

broadened their studies.broadened their studies. They found it’s not They found it’s not just that renowned hospitals just that renowned hospitals and their specialists tend to and their specialists tend to

engage in massive engage in massive overtreatment. They also tend overtreatment. They also tend to be pto be pooroor atat p providinroviding g criticalcritical

butbut routine careroutine care.”.”Source:Source: Best Care Anywhere: Why VA Healthcare Is Better Than YoursBest Care Anywhere: Why VA Healthcare Is Better Than Yours/Phillip Longman /Phillip Longman

““If we sent 30 percent of If we sent 30 percent of the doctors in this the doctors in this

country to Africa, we country to Africa, we might raise the level of might raise the level of

health on both health on both continents.”continents.” —Dr Elliott Fisher, —Dr Elliott Fisher,

Center of Evaluative Clinical Sciences, Dartmouth Center of Evaluative Clinical Sciences, Dartmouth Medical SchoolMedical School (“Overdose,” (“Overdose,” AtlanticAtlantic, Shannon , Shannon

Brownlee.)Brownlee.)

CDC 1998CDC 1998:: 98,00098,000 killedkilled and and 2,000,0002,000,000

injuredinjured from from hospital-caused drug hospital-caused drug

errors & infectionserrors & infections

1,000,0001,000,000 “serious medication errors per “serious medication errors per year” … “illegible handwriting, year” … “illegible handwriting, misplaced decimal points, and misplaced decimal points, and missed drug interactions and missed drug interactions and

allergies.”allergies.”

Source: Source: Wall Street Journal /Wall Street Journal /Institute of MedicineInstitute of Medicine

““HosHosppital infections kill an ital infections kill an estimated 103,000 estimated 103,000 ppeoeopplele

in the United States a in the United States a yyear, ear, as manas manyy as AIDS, breast as AIDS, breast

cancer and auto accidents cancer and auto accidents combinedcombined.. … Today, experts estimate that more than 60 percent of … Today, experts estimate that more than 60 percent of

staph infections are M.R.S.A. [up from 2 percent in 1974]. Hospitals in Denmark, staph infections are M.R.S.A. [up from 2 percent in 1974]. Hospitals in Denmark, Finland and the Netherlands once faced similar rates, but brought them down to below Finland and the Netherlands once faced similar rates, but brought them down to below

1 percent. How? Through the rigorous enforcement of rules on hand washing, the 1 percent. How? Through the rigorous enforcement of rules on hand washing, the meticulous cleaning of equipment and hospital rooms, the use of gowns and meticulous cleaning of equipment and hospital rooms, the use of gowns and

disposable aprons to prevent doctors and nurses from spreading germs on clothing disposable aprons to prevent doctors and nurses from spreading germs on clothing and the testing of incoming patients to identify and isolate those carrying the germ. … and the testing of incoming patients to identify and isolate those carrying the germ. … Many hospital administrators say they can’t afford to take the necessary precautionsMany hospital administrators say they can’t afford to take the necessary precautions ..””

—Betsy McCaughey, founder of the Committee to Reduce Infection Deaths (—Betsy McCaughey, founder of the Committee to Reduce Infection Deaths (New York TimesNew York Times/06.06.2005)/06.06.2005)

““ExExpperts estimate that moreerts estimate that more than a hundred thousand than a hundred thousand

Americans die each Americans die each yyear notear not from illness but from their from illness but from their pprescrirescripption drution druggss.. Those deaths, Those deaths,

occurring quietly, almost without notice in hospitals, emergency occurring quietly, almost without notice in hospitals, emergency rooms, and homes, make medicines one of the leading causes of rooms, and homes, make medicines one of the leading causes of death in the United States. On a daily basis, prescription pills are death in the United States. On a daily basis, prescription pills are

estimated to kill more than 270 Americans. … Prescription medicines, estimated to kill more than 270 Americans. … Prescription medicines, taken according to doctors’ instructions, kill more Americans than taken according to doctors’ instructions, kill more Americans than

either diabetes or Alzheimer’s disease.”either diabetes or Alzheimer’s disease.”

Source:Source: Our Daily Meds: How the Pharmaceutical Companies Our Daily Meds: How the Pharmaceutical Companies Transformed Themselves into Slick Marketing Machines and Transformed Themselves into Slick Marketing Machines and Hooked the Nation on Prescription Drugs Hooked the Nation on Prescription Drugs —Melody Petersen—Melody Petersen

140,000,000 140,000,000 illegible illegible

prescriptions prescriptions per yearper year

——John Hammergren & Phil Harkins, John Hammergren & Phil Harkins, Skin in the Game: How Skin in the Game: How Putting Yourself First Today Will Revolutionize Healthcare Putting Yourself First Today Will Revolutionize Healthcare

Tomorrow Tomorrow

**1,500,000,000,000**1,500,000,000,000 claims per year claims per year**30% errors**30% errors**15% lost**15% lost**25% paper-based**25% paper-basedSource: Source: John Hammergren & Phil Harkins, John Hammergren & Phil Harkins, Skin in the Game: Skin in the Game: How Putting Yourself First Today Will Revolutionize How Putting Yourself First Today Will Revolutionize Healthcare Tomorrow Healthcare Tomorrow

““stunning lack of stunning lack of scientific knowledge scientific knowledge

about which about which treatments and treatments and

procedures actually procedures actually work”work”

Source:Source: Best Care Anywhere: Why VA Healthcare Is Better Than YoursBest Care Anywhere: Why VA Healthcare Is Better Than Yours/Phillip Longman/Phillip Longman

““The results are deadly. In addition The results are deadly. In addition

to the to the 98,00098,000 killed by medical killed by medical

errors in hospitals and the errors in hospitals and the 90,00090,000 deaths caused by hospital deaths caused by hospital

infections, another infections, another 126,000126,000 die die from their doctor’s failure to from their doctor’s failure to

observe evidence-based protocols observe evidence-based protocols for for jjustust fourfour common conditions: common conditions:

hypertension, heart attack, hypertension, heart attack, pneumonia, and colorectal cancer.” pneumonia, and colorectal cancer.”

[TP: total [TP: total 314,000314,000]]Source:Source: Best Care Anywhere: Why VA Healthcare Is Better Than YoursBest Care Anywhere: Why VA Healthcare Is Better Than Yours/Phillip Longman/Phillip Longman

““Plus God alone Plus God alone knows how many knows how many

casualties in casualties in doctors’ offices, doctors’ offices,

Tom”Tom” —Thom Mayer—Thom Mayer

Part Two:Part Two: The The “Last 98%”“Last 98%”

“… “… it is it is the the

game.”game.”

““If I could have chosen not to tackle the IBM culture If I could have chosen not to tackle the IBM culture head-on, I probably wouldn’t have. My bias coming in head-on, I probably wouldn’t have. My bias coming in was toward strategy, analysis and measurement. In was toward strategy, analysis and measurement. In comparison, changing the attitude and behaviors of comparison, changing the attitude and behaviors of

hundreds of thousands of people is very, very hard.hundreds of thousands of people is very, very hard.

[Yet] I came to see in my [Yet] I came to see in my time at IBM that culture time at IBM that culture

isn’t just one aspect of the isn’t just one aspect of the

game game ——it is the it is the gamegame.”.” —Lou Gerstner,—Lou Gerstner,

Who Says Elephants Can’t DanceWho Says Elephants Can’t Dance

3030--

fold!fold!

Ken Kizer/VA 1997: Ken Kizer/VA 1997: “culture of cover-up “culture of cover-up that pervades healthcare” that pervades healthcare”

“Patient Safety Event Registry”“Patient Safety Event Registry”

… “looking for systemic solutions, … “looking for systemic solutions, not not seeking to fix blameseeking to fix blame on individuals on individuals

except in the most egregious cases. The good news except in the most egregious cases. The good news

was awas a thirtthirtyy-fold -fold increaseincrease in the number of medical in the number of medical

mistakes and adverse events that got reported.” mistakes and adverse events that got reported.” “ “National Center for Patient Safety Ann Arbor”National Center for Patient Safety Ann Arbor”

Thank you Thank you Ike , Charlie, Ben Ike , Charlie, Ben & Norm, George, & Norm, George,

Nelson, and Ben …Nelson, and Ben …

““Allied commands depend Allied commands depend on mutual confidence on mutual confidence [and this confidence] [and this confidence] is gained, above all is gained, above all

through the through the develodeveloppmentment of friendshiof friendshippss.”.”

——General D.D. Eisenhower, General D.D. Eisenhower, Armchair General Armchair General * (05.08)* (05.08)

*“Perhaps his most outstanding ability [at West Point] was*“Perhaps his most outstanding ability [at West Point] was the ease with which he made friends and earned the trust the ease with which he made friends and earned the trust of fellow cadets who came from widely varied backgrounds;of fellow cadets who came from widely varied backgrounds; it was a quality that would pay great dividends during his it was a quality that would pay great dividends during his

future coalition command.”future coalition command.”

George Crile (Charlie Wilson’s War) on Charlie George Crile (Charlie Wilson’s War) on Charlie Wilson:Wilson: “The way things normally work, if “The way things normally work, if you’re not Jewish you don’t get into the you’re not Jewish you don’t get into the

Jewish caucus, but Charlie did. And if you’re Jewish caucus, but Charlie did. And if you’re not black you don’t get into the black not black you don’t get into the black

caucus. But Charlie plays poker with the caucus. But Charlie plays poker with the black caucus; they had a game, and he’s black caucus; they had a game, and he’s

the only white guy in it. The House, like any the only white guy in it. The House, like any human institution, is moved by friendships, human institution, is moved by friendships,

and no matter what people might think and no matter what people might think about Wilson’s antics, they tend to like him about Wilson’s antics, they tend to like him

and enjoy his company.”and enjoy his company.”

GiveGive good good tea! tea!

The 95% Factor:The 95% Factor: “What I learned “What I learned from my years as a hostage from my years as a hostage negotiator is that we do not negotiator is that we do not have to feel powerless—and have to feel powerless—and

that that bondinbondingg is the is the antidote to the hostage antidote to the hostage

situation.”situation.” —George Kohlrieser, —George Kohlrieser, Hostage at the Hostage at the

TableTable

““I am a I am a dispenser of dispenser of

enthusiasm.”enthusiasm.”

—Ben Zander

Hard Is SoftHard Is SoftSoft Is HardSoft Is Hard

Hard Is Hard Is SoftSoft (Plans, (Plans, ##ss))

Soft Is Soft Is HardHard (people, (people, customers, values, customers, values,

relationships))relationships))

R.O.I.RR.O.I.R..

RReturn eturn OOn n

IInvestment In nvestment In

RRelationshipselationships

Relationships (of all varieties): THERE THERE ONCE WAS A TIME WHEN A ONCE WAS A TIME WHEN A

THREETHREE--MINUTEMINUTE PHONEPHONE CALLCALL WOULD HAVE AVOIDED WOULD HAVE AVOIDED

SETTING OFF THE DOWNWARD SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A SPIRAL THAT RESULTED IN A

COMPLETE RUPTURE.COMPLETE RUPTURE.

““Courtesies of a small Courtesies of a small and trivial character are and trivial character are

the ones which strike the ones which strike deepest in the grateful deepest in the grateful

and appreciating heart.”and appreciating heart.”

—Henry Clay

X X =XFX*=XFX*

**ExcellenceExcellence = Cross-functional Excellence = Cross-functional Excellence

The “XF-50”: 50 Ways to The “XF-50”: 50 Ways to Enhance Cross-Functional Enhance Cross-Functional Effectiveness and Deliver Effectiveness and Deliver

Speed, “Service Speed, “Service Excellence” and “Value-Excellence” and “Value-

added Customer added Customer ‘Solutions’”*‘Solutions’”*

*Entire “XF-50” List is an Appendix to the LONG version *Entire “XF-50” List is an Appendix to the LONG version of this presentation, posted at tompeters.comof this presentation, posted at tompeters.com

Never Never waste a waste a lunch!lunch!

????????

% XF % XF lunches*lunches*

*Measure!*Measure!

CIO Question:CIO Question:

% Doc % Doc lunches*lunches*

*Last 30 days*Last 30 days

??????????????

“Success doesn’t depend on the number of “Success doesn’t depend on the number of people you know; it depends on the number people you know; it depends on the number

of people you know in of people you know in hihigghh places!”places!”

oror

“Success doesn’t depend on the number of “Success doesn’t depend on the number of people you know; it depends on the number people you know; it depends on the number

of people you know in of people you know in lowlow places!” places!”

Loser:Loser: “He’s such a“He’s such a suck-up!” suck-up!”

Winner:Winner: “He’s such a“He’s such a suck-down.” suck-down.”

George Crile George Crile (Charlie Wilson’s War)(Charlie Wilson’s War) on Gust on Gust

Avrakotos’ strategy:Avrakotos’ strategy: “He had “He had become something of a become something of a

legend with these legend with these people who manned the people who manned the

underbelly of the underbelly of the Agency [CIA].”Agency [CIA].”

William Easterly, William Easterly, The White Man’s Burden: The White Man’s Burden: Why the West’s Effort to Aid the Rest Have Why the West’s Effort to Aid the Rest Have Done So Much Ill and so Little Good:Done So Much Ill and so Little Good: “The “The

West spent … West spent … $$2.32.3 trillion trillion on on

foreign aid over the last five decades and foreign aid over the last five decades and still has still has not not managed to get twelve-cent managed to get twelve-cent

medicines to children to prevent half of all medicines to children to prevent half of all malaria deaths. The West spent $2.3 trillion malaria deaths. The West spent $2.3 trillion and still and still notnot managed to get three dollars to managed to get three dollars to

each new mother to prevent five million each new mother to prevent five million child deaths. …child deaths. … But I and many other But I and many other

like-minded people keep trying, not to like-minded people keep trying, not to abandon aid to the poor, but to abandon aid to the poor, but to makemake

suresure it reachesit reaches themthem.” .”

Lesson:Lesson: ShowShow upup.. Lesson:Lesson: ListenListen to the to the “ “locals.”locals.”Lesson:Lesson: HearHear the the “ “locals.”locals.”Lesson:Lesson: EnEnggaaggee thethe locals.locals. Lesson:Lesson: TrTry y a lot of a lot of stuff.stuff.

MBWAMBWA

1818””

Source: How Doctors Think, Jerome GroopmanSource: How Doctors Think, Jerome Groopman

““Buy in”- Buy in”- “Ownership”-“Ownership”-

Authorial bragging Authorial bragging rights-“Born again” rights-“Born again”

Champion = Champion = OneOne LineLine ofof CodeCode!!

““We made mistakes, of course. Most of them were We made mistakes, of course. Most of them were omissions we didn’t think of when we initially wrote the omissions we didn’t think of when we initially wrote the software. software. We fixed them by doing it over and over, again We fixed them by doing it over and over, again and again.and again. We do the same today. While our competitors We do the same today. While our competitors are still sucking their thumbs trying to make the design are still sucking their thumbs trying to make the design

perfect, we’re already on prototype versionperfect, we’re already on prototype version ##55..

By the time our rivals areBy the time our rivals are ready with wires and screws, we are on versionready with wires and screws, we are on version

##1010.. It gets back to It gets back to planning versus actingplanning versus acting: : We act We act from day onefrom day one; ; others plan how others plan how toto planplan——for monthsfor months.”.” —Bloomberg by —Bloomberg by

BloombergBloomberg

For projects involving children For projects involving children or health or education or or health or education or

community development or community development or sustainable small-businesssustainable small-business

growth (most projects), growth (most projects),

womenwomen are by far the are by far the

most reliablemost reliable and most central and most central and most indirectly powerful and most indirectly powerful locallocal players even in the most players even in the most

chauvinist settings. chauvinist settings.

““Forget Forget ChinaChina, , IndiaIndia and the and the

InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven

by by WomenWomen.”.” —Headline,

Economist, April 15, 2006, Leader, page 14

10 UNASSAILABLE REASONS WOMEN RULE10 UNASSAILABLE REASONS WOMEN RULE

WomenWomen make [all] the financial decisions.WomenWomen control [all] the wealth.WomenWomen [substantially] outlive men.WomenWomen start most of the new businesses.Women’sWomen’s work force participation rates have soared worldwide.WomenWomen are closing in on “same pay for same job.”WomenWomen are penetrating senior ranks rapidly [even if the pace is slow for the corner office per se].Women’sWomen’s leadership strengths are exceptionally well aligned with new organizational effectiveness imperatives.WomenWomen are better salespersons than men.WomenWomen buy [almost] everything—commercial as well as consumer goods.

So what exactly is the point of So what exactly is the point of menmen??

““You have to You have to treat your treat your

employees like employees like customers.”customers.” —Herb Kelleher, —Herb Kelleher,

upon being asked his “secret to success”upon being asked his “secret to success”

Source: Joe Nocera, Source: Joe Nocera, NYTNYT, “Parting Words of an Airline Pioneer,” , “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-pageat Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had done; across thead in USA Today thanking HK for all he had done; across the

way in Dallas American Airlines’ pilots were picketing theway in Dallas American Airlines’ pilots were picketing the Annual Meeting)Annual Meeting)

… … no less than no less than CathedralsCathedrals in which the full and in which the full and

awesome power of the awesome power of the Imagination and Spirit and Imagination and Spirit and native Entrepreneurial flairnative Entrepreneurial flair

of diverse individualsof diverse individuals is is unleashed in passionate unleashed in passionate pursuit of … Excellence.pursuit of … Excellence.

#1#1 cause of cause ofDis-satisfaction?Dis-satisfaction?

2 2 per Year per Year == Excellence + Excellence +

LegacyLegacy

Nudge.Nudge.Sway.Sway.

K.I.S.S.K.I.S.S.*Keep It Simple, Stupid*Keep It Simple, Stupid

90K in U.S.A. 90K in U.S.A. ICUsICUs on any on any given day; given day; 178178 steps/day steps/day

in ICU. in ICU.

50%50% stays result stays result

in “serious complication”in “serious complication”

Source: Atul Gawande, “The Checklist” (Source: Atul Gawande, “The Checklist” (New YorkerNew Yorker, 1210.07), 1210.07)

****Peter PronovostPeter Pronovost, Johns Hopkins, , Johns Hopkins, 20012001**Checklist, line infections**Checklist, line infections**1/3**1/3rdrd at least one error when he started at least one error when he started**Nurses/permission to stop procedure **Nurses/permission to stop procedure if doc, other not following checklistif doc, other not following checklist**In 1 year, 10-day line-infection rate:**In 1 year, 10-day line-infection rate:

11% to … 11% to … 0%0%

Source: Atul Gawande, “The Checklist” (Source: Atul Gawande, “The Checklist” (New YorkerNew Yorker, 1210.07), 1210.07)

**Docs, nurses make own **Docs, nurses make own checklists on whateverchecklists on whatever process-procedure they choose process-procedure they choose**Within **Within weeksweeks, average stay in , average stay in

ICUICU down down 50%50%Source: Atul Gawande, “The Checklist” (New Yorker, 1210.07)Source: Atul Gawande, “The Checklist” (New Yorker, 1210.07)

““Everything matters”Everything matters”

-80%-80%Source:Source: Nudge,Nudge, Richard Thaler and Cass Richard Thaler and Cass

Sunstein, etching of fly in the urinalSunstein, etching of fly in the urinal reduces “spillage” by 80%, Schiphol Airportreduces “spillage” by 80%, Schiphol Airport

#10#10

““Experiences Experiences are as distinct are as distinct

from services as from services as services are from services are from goods.”goods.” —Joe Pine & Jim Gilmore, The

Experience Economy: Work Is Theatre & Every Business a Stage

<TG<TGWWvs.vs.

>TG>TGRR

2-cent 2-cent candycandy

Part Three:Part Three: Five PianosFive Pianos

PlanetreePlanetree:: A Radical Model for A Radical Model for

New New Healthcare/Healing/Healthcare/Healing/Wellness Wellness ExcellenceExcellence

Tom PetersTom Peters

The 9 Planetree Practices

1.1. The Importance of Human InteractionThe Importance of Human Interaction2. Informing and Empowering Diverse Populations: Consumer Informing and Empowering Diverse Populations: Consumer Health Libraries and Patient Information Health Libraries and Patient Information3. Healing Partnerships: The importance of Including Friends Healing Partnerships: The importance of Including Friends and Family and Family4. Nutrition: The Nurturing Aspect of Food Nutrition: The Nurturing Aspect of Food5. Spirituality: Inner Resources for Healing Spirituality: Inner Resources for Healing6.6. Human Touch: The Essentials of Communicating Human Touch: The Essentials of Communicating Caring Through Massage Caring Through Massage7.7. Healing Arts: Nutrition for the Soul Healing Arts: Nutrition for the Soul8.8. Integrating Complementary and Alternative Practices Integrating Complementary and Alternative Practices into Conventional Care into Conventional Care9.9. Healing Environments: Architecture and Design Conducive Healing Environments: Architecture and Design Conducive to Health to Health

Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

1. The The Importance of Importance of

Human Human InteractionInteraction

Press Ganey Assoc: 139,380 former patients from 225 hospitals:

nonenone of THE top 15 factors of THE top 15 factors

determining determining PPatient atient SSatisfaction atisfaction referred to patient’s health referred to patient’s health outcomeoutcome

PSPS directldirectly related to y related to StaffStaff InteractionInteraction

PSPS directldirectly correlated with y correlated with Employee Employee SatisfactionSatisfaction


“There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Although

labor costs are a substantial part of any hospital budget, the interactions themselves add nothing to the budget.

Kindness is Kindness is freefree.. Listening to patients or answering their

questions costs nothing. It can be argued that negative interactions—alienating patients, being non-responsive to their needs or limiting their sense of control—can be very costly. …

Angry, frustrated or frightened patients may be combative, withdrawn and less cooperative—requiring far more time than it would have taken to interact with them initially in a

positive way.” —Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

2. Informing and Informing and Empowering Diverse Empowering Diverse

Populations: Populations: ConsumerConsumer Health Libraries and Health Libraries and

Patient InformationPatient Information

Planetree Health Resources Center/1981Planetree Health Resources Center/1981Planetree Classification SystemPlanetree Classification System

Consumer Health LibrariansConsumer Health LibrariansVolunteersVolunteers

Classes, lecturesClasses, lecturesHealth FairsHealth Fairs

Griffin’s Mobile Health Resource CenterGriffin’s Mobile Health Resource CenterOpen Chart PolicyOpen Chart Policy

Patient Progress NotesPatient Progress NotesCare Coordination ConferencesCare Coordination Conferences (Est (Est

goals, timetable, etc.)goals, timetable, etc.)


3. Healing Healing Partnerships: Partnerships: The The

Importance of Importance of IncludingIncluding

Friends and Friends and FamilyFamily

Care Partner ProgramsCare Partner Programs (IDs, discount meals, etc.)

Unrestricted visitsUnrestricted visits (“Most Planetree hospitals have eliminated visiting restrictions altogether.”) (ER at one

hospital “has a policy of never separating the patient from the family, and there is no limitation on how many family members

may be present.”)

Collaborative Care ConferencesCollaborative Care ConferencesClinical Guidelines DiscussionsClinical Guidelines Discussions

Family SpacesFamily SpacesPet VisitsPet Visits (POP: Patients’ Own Pets)


4. Nutrition: Nutrition: The Nurturing The Nurturing Aspect of FoodAspect of Food

KitchenKitchen

Beautiful cutlery,Beautiful cutlery, plates, etc plates, etc

Chef reputationChef reputation


5. Spirituality: Spirituality: Inner Resources Inner Resources

for Healingfor Healing

Griffin: redesign chapelredesign chapel (waterfall, quiet music, open prayer book)

Other: music, flowers, portablemusic, flowers, portable labyrinth labyrinth


6. Human Touch: Human Touch: The Essentials of The Essentials of CommunicatingCommunicating

Caring Through Caring Through MassageMassage

Mid-Columbia Medical Center/Center for Mind and Body

Massage for every patient scheduled for Massage for every patient scheduled for ambulatory surgery ambulatory surgery (“Go into surgery with(“Go into surgery witha good attitude”) a good attitude”) Infant massageInfant massageStaff Staff massage massage (“caring for the caregivers”)(“caring for the caregivers”)Healing environments: chemo!Healing environments: chemo!


7.7. Healing Arts: Healing Arts: Nutrition forNutrition for

the Soul the Soul

GriffinGriffin:: Music in the parking Music in the parking lot; professional musicians in lot; professional musicians in

the lobby the lobby (7/week, 3-4hrs/day)(7/week, 3-4hrs/day) ; ;

5 5 pianospianos ; ;

volunteers volunteers (120-140 hrs arts & (120-140 hrs arts &

entertainment per month).entertainment per month).

Source: Source: Putting Patients FirstPutting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel, Susan Frampton, Laura Gilpin, Patrick Charmel

8. Integrating Integrating Complementary and Complementary and

Alternative Practices Alternative Practices into Conventional into Conventional

CareCare

Griffin IMC/Integrative Medicine Center

MassageMassageAcupunctureAcupunctureMeditationMeditation

ChiropracticChiropracticNutritional supplementsNutritional supplements

Aroma therapyAroma therapy


9.9. Healing Healing Environments: Environments:

Architecture andArchitecture and Design ConduciveDesign Conducive

to Healthto Health

F.Y.I.: It F.Y.I.: It works!works!

Griffin HosGriffin Hosppital/Derbital/Derbyy CT (Planetree Alliance “HQ”) CT (Planetree Alliance “HQ”) ResultsResults::

Financially successful. Financially successful. Expanding programs-Expanding programs-

physically.physically. Growing market Growing market share. share. Only hospital in Only hospital in

“100 Best Cos to Work for”—“100 Best Cos to Work for”—7 consecutive years, 7 consecutive years,

currently #6.currently #6. —“Five-Star Hospitals,” Joe Flower, strategy+business (#42)

9 July 2008/HealthLeaders Media9 July 2008/HealthLeaders Media

2008 Top 2008 Top Leadership Team in Leadership Team in Healthcare: Griffin Healthcare: Griffin

HospitalHospital

““How will you know when the healthcare industry has How will you know when the healthcare industry has finally entered the 21finally entered the 21stst century? century? When error rates at When error rates at hospitals are close to zero. hospitals are close to zero. When doctors and nurses When doctors and nurses

use evidence-based protocols in your treatment. use evidence-based protocols in your treatment. When When you can decide how much to spend on treatment, and you can decide how much to spend on treatment, and

you have the information and the opportunity to you have the information and the opportunity to determine the best value.determine the best value. When your primary care When your primary care physician is in charge of your extended care team, physician is in charge of your extended care team,

operating as your command central. operating as your command central. When all When all members of the medical community—nurses, doctors, members of the medical community—nurses, doctors,

pharmacists and specialists—work together seamlessly pharmacists and specialists—work together seamlessly on your behalf.on your behalf. When their combined efforts are When their combined efforts are

tracked, measured, and reported on—and the insurance tracked, measured, and reported on—and the insurance reimbursements awarded to them are based on reimbursements awarded to them are based on

performance. performance. When you see that hospitals, pharmacies When you see that hospitals, pharmacies and doctors are working harder in all aspects to and doctors are working harder in all aspects to

make sure you are an informed consumer who hasmake sure you are an informed consumer who has trust and confidence in the services they offer and the trust and confidence in the services they offer and the

prices they charge.” prices they charge.” —John Hammergren & Phil Harkins,—John Hammergren & Phil Harkins, Skin in the Game: How Putting Yourself First TodaySkin in the Game: How Putting Yourself First Today

Will Revolutionize Healthcare Tomorrow Will Revolutionize Healthcare Tomorrow

tom peters’ excellence. always. mckesson 2008 executive leadership summit the broadmoor/colorado...

Documents