Transforming the

Health Care Experience Making Health Care Better

Your SPARK can become a FLAME and change

EVERYTHING.Edgar Daniel Nixon

Reflection

• 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

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

Listening to the Voice of our Customers

100 focus groups of staff, physicians and patients Tell us about your Sharp Experience

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

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

Making Health Care BetterThe Infrastructure

NEWMODEL

FORCHANGE

NEWSTRUCTURE

NEWVISION

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

The All-Staff Assembly:A Recommitment Ceremony

The All-Staff Assembly:A Recommitment Ceremony

All Sharp team members 3 identical sessions held over 2-days

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.

6 Pillars of ExcellenceQuality Service People Finance Growth Community

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

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

Becoming a Learning Organization

• Leadership Development• Physician Development• Employee Development

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

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

Attitude Is Everything Thank Somebody

Make Words Work Teamwork

Make It Better! Think Safe, Be Safe

Look Sharp Be Sharp Keep In Touch

It’s a Private Matter To “E” or Not to “E”

Viva La Différence! Get Smart

Experience Design

• Experience Economy• Signature Moments• Service Mapping• Now-to-Wow Experiences• Moments of Truth• Everything Speaks

Creating the Experience –Signature Moments

An Attitude of Gratitude

Sharp’s Signature Moment

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

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

System Report Card

Accountability is the KEY to Success

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

Market Share Employee Satisfaction Employee RetentionPatient SatisfactionQuality Clinical Outcomes Physician Satisfaction Net RevenueBond Rating Philanthropic Support

Does it Make a Difference?