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How Corrective Action Assists with Developing A Culture of Accountability Dr. Rita Fields Copper Phoenix Consulting, LLC

Biography of Dr. Rita Fields Dr. Fields has nearly two decades of experience in human resources management in information technology, research and education, consulting and healthcare. She is very active in the community, serving on five non-profit boards. She is also engaged in her profession through membership in professional societies. Her career highlights include: The developing and successfully implementing a $1 million comprehensive career center for entry level employees. Designing the human capital strategy for the pre-opening and operations of the award winning Henry Ford West Bloomfield Hospital in West Bloomfield, MI. Her formal education is as follows: Doctor of Management - Executive Leadership Master of Arts – Human Resources Management Bachelor of Arts – English Bachelor of Arts – Psychology

Agenda Why is corrective action important? Corrective Action 101 The impact of culture on patient outcomes Developing a culture of accountability within your department Open Forum / Sharing / Questions

Importance of Corrective Action Mutually beneficial The real purpose of CA is NOT to fire! If it isn’t documented … They’re always watching! Don’t put gasoline on your own fire

DirectDetail Oriented Documentation

DIRECT Address issues when they occur (timeliness is key) Be specific about the issue Consistently apply disciplinary action for all Openly acknowledge behavior that upholds your culture and values DETAILS Align feedback with details in job description and policies Ask the employee to acknowledge receipt of feedback with a signature Get statements from witnesses Be mindful of probationary period! DOCUMENTATION Document all conversations regarding the issue with time/date info Consult with HR on developing a performance plan ASAP and follow up Document concerns in performance evaluations and add 360s!

How Do You Prioritize A Culture of Accountability in Your Department? Consistency is key! “Do as I say and not as I do” doesn’t work! Be aware of leading in both directions

How a Connect A Culture of Accountability Connects to Enhanced Patient Outcomes Actively inform and engage your staff of the collective shared responsibility for a culture of engagement.

Using Corrective Action to Manage Conflict They’re always watching! Accountability works both ways Focus on the team

Using Corrective Action to Manage Conflict There is never an “I” in TEAM You reap what you will allow in your environment – be the leader your team needs you to be!

Corrective Action The Right Way: A Case Study “The First 90 Days are The Most Important”

REFERENCES Larson, J. (2012, February 21). The connection between employee satisfaction and patient satisfaction.The connection between employee satisfaction and patient satisfaction. Peltier, J., Dahl, A., & Mulhern, F. (2009, April). The relationship between employee satisfaction and hospital patient experiencesThe relationship between employee satisfaction and hospital patient experiences Engagement unlocks patient satisfaction potential Engagement unlocks patient satisfaction potential (2003, June 17). Pund, L. E., & Sklar, P. (2012). Linking quality assurance to human resources: Improving patient satisfaction by improving employee satisfaction [Scholarly project].Linking quality assurance to human resources: Improving patient satisfaction by improving employee satisfaction [Scholarly project].

THANK YOU! Dr. Rita Fields Copper Phoenix Consulting, LLC