1. A Culture of Accountability
Megan Sparks and Chelsey Crump

2. The Roadmap to a Culture of Accountability
Internal Support Services Scorecards
The Roadmap to a Culture of Accountability
Quarterly CEO Roundtables
Accountability Partners
Leadership Empowerment Surveys

3. Accountability Partners
Partners picked based on similar results on Leadership Empowerment Survey
Partners were encouraged to keep each other accountable to improving outcomes and goals related to Leadership Empowerment Survey
Partners were encouraged to meet regularly

4. Additional Benefits of Accountability Partners
A safe place to talk about problems and concerns
New and strengthened relationships between managers
Brought together different departments

5. CEO Roundtables -utilizing the leadership accountability agreement
Format developed and implemented by SEC
Goals and results for each pillar were set. Managers were required to know how the organization was performing as a whole and how each department affects those results.
Partners further held each other accountable for obtaining results and reaching goals set in the roundtables.

6. Roundtable Form

7. 1. Patient/Employee Experience
The Pillars
1. Patient/Employee Experience
4. Safety
2. Quality
3. Finance/Growth

8. Patient/Employee Experience
Inpatient HCAHPS and ER Scores
Department Huddles
Internal Support Services Scorecards
Turnover Rate

9. Quality # of Service Recovery Uses
Dept./Multi-dept. process Improvement including DOIT meetings
KCIC Initiatives-Stroke, STEMI, and SEPSIS (KCIC is an ACO collaborative focused on right care, right time, right place)

10. Finance/Growth
Operating Margin
Accounts Receivable Days
Days Cash on hand
Clinic Volumes

11. Safety
# of Work Comp. Incidents
# of lost days due to work Comp.

12. Additional Items
If there is one thing that needs improved what would it be?
Set new Goals
Patient/resident/associate experience initiatives
Update on goals set last time
#of times your group has met
Critical Conversations you’ve had to have

13. Benefits of Quarterly CEO Roundtables
Increased transparency
Increased communication between CEO and managers on results and goals as opposed to waiting until yearly evaluation
Increased communication and awareness between departments
Increased productivity across the organization

14. Internal Support Services Scorecards
We are aiming for total Customer Satisfaction in our Internal Services.

15. Old Process

16. Current Process Internal Support Services Scorecards
Managers are provided a link to a survey on Survey Monkey. The managers are asked to meet with their teams to fill out the survey together (each department submits one survey.)
Each Quarter, all departments evaluate 6 different departments
The scores and comments are sent to all managers and are reviewed by SEC

17. Q&A

18. Thank you for attending!

19. Contact Information
Megan Sparks Chelsey Crump