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For many years, I have been involved in process improvement activities. Our current health system uses Lean as our management system. We have a very strong team through Roger Chen's leadership.
In healthcare we are all familiar with the need to improve processes. If we really think about it, we could focus on improving more frequently. You ever notice in football games, there is a huddle just about every 30-60 seconds? The team is discussing ways to improve and move the ball down the field and into the end zone. They are not trying to heal people on their field! And of course there is the tradition, although not as frequent as 20 years back, when you see the crowd burst into "the wave," chanting "whooooah!" and moving in a coordinated sequence. How does this relate to our healthcare efforts?
As I paid more attention to this (probably more than one should analyze), it hit me that we have similarities in healthcare. In healthcare we have started huddling much more than years prior, discussing ways to support our patients and families, our colleagues and ourselves. We are essentially "moving care coordination down the field toward improved health."
My kids help me stay humble and make me realize how simple life lessons could stay with you a lifetime.
One of the lessons includes feedback. Very few people accept feedback; fewer intentionally make changes once they receive the feedback (that includes not getting defensive); and very few actually solicit feedback.
Fortunately, I have learned to solicit feedback on a daily basis. You know what I find? People provide feedback because they were thinking it anyway. Once people see your openness to it, trust build and sustainable changes happen.
So, let me share some feedback with you, as receiving feedback includes transparency.
One day, I was speaking with my colleague, Joan Odorizzi, our Healing Environment Business Partner. She shared her vision of having a connecting pathway across our campus, reflecting the connecting relationships inside our organization and across our community. What started out as an aspirational concept moved toward a simple walking pathway. As the concept developed, we reached out to community leaders to share our plans to promote healthier lifestyles through the lens of an optimal healing environment (OHE).
A similar concept can be found in a recent FierceHealthcare article, which describes the American Hospital Association's blueprint for hospital-community partnerships and touches on the Triple Aim--better care, better health and lower costs.
by Scott Kashman and Nancy Travis
Scott: Over the past several years, I have been more actively involved in social media. Through my own blog, Facebook, LinkedIn, Twitter and Hospital Impact, I have tried to see what forums were most effective. Each plays to a slightly different audience or provides a different way for me to engage others in communication.
When I started out, Paul Levy and Marty Bonick were two executives who guided my first blog efforts. It allowed me a chance to share some organizational perspectives and get more people in dialogue.
Recently, we started a hospital Facebook page to better engage community members and staff, in accordance with our social media policies. It serves as a way to share upcoming events, solicit feedback and gain real-time perspectives when people "check in" to our facility. In fact, I spoke to one family member who shared some concerns with wait times given our busy seasonal fluctuations. She and I connected and I shared some of our plan to alleviate this. She then turned to me and shared how amazing and caring our emergency department team was during her stay. It's allowed me to learn how we could use social media in a positive, proactive way to shape experiences and understand where we could enhance our processes.
While Paul and Marty helped pave my initial start, it is Nancy Travis, our director of women's services, who shines in the area of engaging people in our community and around the world. She is our social media go-to person, using social media in a way that impacts our decisions and shapes the services we provide. That's why I have asked Nancy to co-write this with me. Nancy, take it away...
This past week, my hospital broke ground on our Pathway to Discovery. We continue to transform our hospital beyond a place for the sick.
We are creating a model health and wellness campus, serving our community when they are sick and providing a place for them to stay healthy throughout the year. The campus is open to everyone.
The key to this plan is knowing you have to wait until you build a new hospital or get major capital dollars. It's not an all or nothing option. The fact is the majority of our health systems will not have the luxury to create new buildings and campuses. When you do, savor those times. You have the influence to make the changes now.
Our journey over the past few years led to many positive changes without losing site of the need to go even deeper into our organization, providing a more meaningful culture and experience.
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