1. Quality & Effectiveness Stream: Is Your Organization Connected? Speakers: Ben Rempel Assistant Deputy Minister, Immigration Division, Manitoba Labour and Immigration Henry Tessmann President and Chief Operating Officer, Concordia Hospital

3. Health care organizations (HCO) are complex adaptive systems Quality of care emerges from the relationships among members of the HCO The foundation of the patient’s experience is the work experience of the HCO teams Service Excellence is our “business”

5. Leadership Owns the Vision –Mission, Vision and Values Leadership Owns the Process –Strategic Plan –Consultants as facilitators

6. Our HR Leader AKA – Vince Neil

9. Communication and Feedback: –Staff Blitz –Daily Newsletter and Huddle –Communication Wall –Town Halls –Scorecard –Concordia Way

13. Communication and Feedback (continued): –Position Descriptions –Performance Appraisal (2011 Priority) –Thank you card –Rounding (2011 priority) –Visuals (Concordia Way Booklet, MVV and Concordia Posters)

15. Leadership Development –Leadership Practices Workshop –“Concordia Way University” Incremental –Excellent Basic Care

17. Engage Organization –DIY and “Off the Shelf Programs” –ED Wait Time Initiative (2011 Priority) –Complex Discharge Process Project (2011 Priority) Directly Involve Patients and Their Family –White Board (2011 Priority) –Care Plan (2011 Priority) –Patient Survey (2011 Priority)

19. NE Sector Network and Integration –Link to Primary Care –Link to other providers –“Virtual Ward” –Enhance Health Supports for Northeast Sector

20. Are You Working Toward a Common Purpose? 1.Inspiring Leadership 2.Sell the Problem 3.Burn the Ships Qnet.ca htessmann@concordiahospital.mb.ca Suggested Ways to Take the Plunge…