KGH 2009 Government supervisor Big, growing deficit High sick time Low morale High infection rates Dirty Bad relations with partners Community trust broken.

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Presentation transcript:

KGH 2009 Government supervisor Big, growing deficit High sick time Low morale High infection rates Dirty Bad relations with partners Community trust broken

What to do? Engage … people

It was hard to hear

Outstanding care, always. We are a community of people dedicated to transforming the patient & family experience

What would be different if patients were at the table?

Open conversations

Better communication

“ Nothing about me without me “

Breaking the “rules”

New eyes = New ideas

Eliminating preventable delays

Eliminating preventable harm

October 2010 “ I have called you here today because we are not living up to the expectations we have set for ourselves, or for those who count on us for care….. Something is terribly wrong at KGH…. We have the worst infection rates in the province, worst hand hygiene compliance rates and last week…. a patient I will call Brian, died of C-Diff…. A preventable death” CEO KGH

34% to 95% HH

What’s in a change?

Everyone says they are FOR the patient

Truth and Trust

So … what about me, the leader?

Patient Centered Leadership ShareSeeIncludeListen

What does that number really mean?

Have I shared a story today?

Have I included a patient?

Flip the interview: Patients first

What have I learned from a patient today?

Helping others learn

Patient Centered Leadership ShareSeeIncludeListen

Winning Conditions 1.Strategy 2.Leadership support 3.Culture of continuous improvement 4. Champions & change agents ( and colleagues as coaches)

Connecting the dots

Winning Conditions cont. 5. Patients – a gift of time and themselves 6. Authenticity – keep it visible & visceral 7. Infrastructure 8. Hold the gains & keep on learning!

2014

Patient Centered Leadership: A call to President & CEO Kingston General Hospital Ontario, Canada