Regina Shupe MSN, RN Julie Kennedy BSN, RN Flagler Build and Sustain ____________________ Owner versus Renter Who is My Customer Regina Shupe MSN, RN Julie Kennedy BSN, RN www.studergroup.com © 2010 Studer Group

The Build and Sustain Map Meeting Title Here (on Notes Master) Rev 4.8.11 The Build and Sustain Map Breakthrough Foundation STUDER GROUP®: Objective Evaluation System Leader Development Must Haves® Performance Gap Standardization Accelerators Aligned Goals Aligned Behavior Aligned Process BE SURE LEM goals are weighted and banded to drive results! Leaders 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 Re-recruit high and middle/solid performers Move low performers up or out Critical Conversations Skill versus will Software Agreed upon tactics and behaviors to achieve goals Processes that are consistent and standardized Process Improvement PDCA Lean Six Sigma Baldrige Framework Second most important foundational slide next to flywheel is this slide focusing on the execution framework – Evidence-based leadership. Process improvement, re-engineering, etc. This is not a stand alone item – it will not get you there. We focus a lot on the aligned goals (dark blue) and Aligned Behavior (yellow) Aligned Behavior: Tactics and Behaviors Dealing with low performance Aligned Goals: Biggest miss is aligning goals. Don’t evaluate on competency….but rate on outcomes. Is your evaluation system outcome oriented and weighted? Skill/Leader Training: Key part of outcomes and success. www.studergroup.com © 2009 Studer Group®

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 around what 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, RN Studer Coach www. studergroup. com julie Julie Kennedy BSN, RN Studer Coach www.studergroup.com julie.kennedy@studergroup.com If you want to build a ship don’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