Copyright © 2015 HCMA 1 Jeffrey Funk, MDiv, BCC Healthcare Chaplains Ministry Association

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Words reflect experience Copyright © 2015 HCMA3

Language expresses what is important Copyright © 2015 HCMA4

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Culture = sum of norms + influences language Copyright © 2015 HCMA6

Subcultures = dialects (not “pure”) Copyright © 2015 HCMA7

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Large organizations have specific “cultures” Copyright © 2015 HCMA9

 Have rules  How people communicate  How power is distributed  How decisions are made  How resources are allocated Copyright © 2015 HCMA10

Subcultures use different words Copyright © 2015 HCMA11

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 Physicians  Nurses  Administrators  Ancillary Staff  Finance/Business Office  Patient/Families  Chaplains Copyright © 2015 HCMA13

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 Physicians: diagnose, treat  Nurses assess, care, educate  Administrators manage, direct, lead Copyright © 2015 HCMA15

 Ancillary Staff scan, culture, rehabilitate, dispense  Finance/Business Office accounting, budgeting, controlling  Patient/Families tell, cry, withdraw, comply, complain  Chaplains listen, assess, counsel, pray Copyright © 2015 HCMA16

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 Physicians: medical jargon  Nurses vital signs, medications  Administrators goals, regulations, mission, policies Copyright © 2015 HCMA18

 Ancillary Staff treatment  Finance/Business Office dollars, time, productivity  Patient/Families feelings  Chaplains Spiritual pain, meaning, hope Copyright © 2015 HCMA19

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 Reduce spiritual distress  Emphasize “presence”  Explore meaning  Engage patients to gain insight and find strength for spiritual healing  Ministry / Pastoral Care Copyright © 2015 HCMA21

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 Set mission and goals  Accountable to board, community and stockholders  Compliance with regulatory requirements  Monitor progress toward goals Copyright © 2015 HCMA23

 Quality improvement  Take action, delegate  Obtain tangible results Copyright © 2015 HCMA24

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 Develop budget; allocate resources  Demand greater than supply  Assure fiduciary accountability  Monitor progress; make adjustments  Strive for maximum productivity Copyright © 2015 HCMA26

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 Spiritual pain  Pastoral presence  Prayer  Sacraments, rituals  Spiritual care plan  Ministry Copyright © 2015 HCMA28

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 Mission and vision  Goals and targets  Regulations, standards, policies and procedures  Benchmarks  Indicators Copyright © 2015 HCMA30

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 Budgets  Variances  Productivity  Costs, expenses (control and reduce)  Revenue (maintain and increase)  Ratios Copyright © 2015 HCMA32

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CHAPLAINPainPresencePrayerSacraments Spiritual Care Ministry CEOMissionVisionGoalsRegulationsPoliciesBenchmarksIndicators 34 CFOBudgetsVariancesProductivityCostsRevenueRatios Copyright © 2015 HCMA

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We’re foreigners in a host nation Copyright © 2015 HCMA36

Translate what we do into their language Copyright © 2015 HCMA37

“Unit of Service” = what we do Copyright © 2015 HCMA38

“Resources”= what we use to produce a Unit of Service Copyright © 2015 HCMA39

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How many resources to produce something? Copyright © 2015 HCMA41

Ratio # client visits # hours Copyright © 2015 HCMA42

Unit of Service = client contacts family counseling bioethics consults code blue end of life care grief follow up Copyright © 2015 HCMA43

resources = staff hours (training, supplies) Copyright © 2015 HCMA44

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Set productivity goal: Respond to all deaths Copyright © 2015 HCMA46

Collect data: # of deaths # of staff hours Copyright © 2015 HCMA47

Communicate Outcomes 84 deaths … at 77 (91%) 97 hours … 1¼ hrs per visit avg 97 hours … 1¼ hrs per visit avg Ratio =.79 pt/hr Copyright © 2015 HCMA48

 Policy and procedure compliance  Mission fulfillment  High family satisfaction  Decreased staff stress  Reduced litigation  Increased attendance at grief support group Copyright © 2015 HCMA49

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 Variability  Balance  Priority Copyright © 2015 HCMA51

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 Validates Duties  Vision for Growth  Basis for Salary Copyright © 2015 HCMA53

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