1. HFMA 2012 Program Exploring the Process of Healthcare Presented By Tom Muha, Ph.D. © PROPEL Performance, LLC All Rights Reserved www.PROPELperformance.com Flourishing in a Dynamic Health Care Environment: How to Propel Performance

2.  The Research ◦ Developing a Positive Work Environment to achieve remarkable results  The Science ◦ Understanding Six Principles from the field of Positive Psychology: PROPEL ©  Q & A ◦ Using PROPEL © to resolve your challenges

3.  Positive Psychology Studies: ◦ A scientific exploration of satisfaction and success  Hospital Performance Studies: ◦ Press Ganey ◦ HealthStream Research  Appreciative Inquiry ◦ Solucient/Reuters Top 100 ◦ HealthGrades Top 5%  Case study © PROPEL Performance, LLC www.PROPELperformance.com

4.  New Nurse Manager ◦ Leadership Style: “Carrots and Sticks” ◦ Problems:  Battling with “Bullies”  Culture of Conflict  Low Staff Engagement  Poor Patient + Staff Satisfaction  High Turnover and Agency Use © PROPEL Performance, LLC www.PROPELperformance.com

5.  Increase staff satisfaction, engagement and retention to improve patient satisfaction.

6. 2006 and 2007 Organizational Climate Assessments © PROPEL Performance, LLC www.PROPELperformance.com

7.  Institutional mean = 3.73  Department mean = 3.89  Extremely Satisfied Ratings for: “I know what is expected of me at work” “I have what I need to do my work right” “I have the opportunity to do what I do best every day” “My co-workers are committed to doing quality work” “I had opportunities to learn and grow in the past year” © PROPEL Performance, LLC www.PROPELperformance.com

8. © PROPEL Performance, LLC www.PROPELperformance.com

9. © PROPEL Performance, LLC www.PROPELperformance.com

10. © PROPEL Performance, LLC www.PROPELperformance.com

11. © PROPEL Performance, LLC www.PROPELperformance.com VACANCY RATE TURNOVER RATE SICK LEAVE COSTS CONTAINED/ year = $816,000 20% = $240,000 6% = $425,000 75% = $151,000

12. Executive Team Coaching Department Leadership Coaching UPT Staff Coaching Total Staff Coaching

13. Units involved in case study given “Best of the Best” Award © PROPEL Performance, LLC www.PROPELperformance.com

14.  5 year follow up ◦ Metrics bumping along at the top v. bottom

15. What is Positive Psychology? © PROPEL Performance, LLC www.PROPELperformance.com

16.  Positive Emotions  Engagement  Relationship Satisfaction  Meaningfulness  Accomplishments ◦ Martin Seligman, Flourish © PROPEL Performance, LLC www.PROPELperformance.com

17. Bottom 20% Average Top 20% © PROPEL Performance, LLC www.PROPELperformance.com Ø Outlier ☺ Outlier

18. Bottom 20% Average Top 20% © PROPEL Performance, LLC www.PROPELperformance.com Ø Outlier ☺ Tip-offs for Tipping Points, Nature, Sept 3 2009

20.  The top performers in all fields excel because they feel passion at work most every day ◦ Doug Newberg, UVA Medical School  2 types: Harmonious v. Obsessive ◦ Key Dynamics: Collaborative v. Controlling  Robert Vallerand, Université du Québec à Montréal © PROPEL Performance, LLC www.PROPELperformance.com

21.  Key Characteristics: 1. Positivity v. Negativity 2. Inquiry v. Advocacy 3. Others v. Self  Suffering ------ Languishing ------ Flourishing P/N < 2:1 3-5:1 6-11:1 Self-Absorbed Quiet Success and Advocacy Desperation Satisfaction Marcial Losada, Work Teams and the Losada Line © PROPEL Performance, LLC www.PROPELperformance.com

22.  Calm – Connect – Collaborate ◦ Builds neural pathways to offset Fight – Flight – Freeze ◦ “These people are crazy!”  Problem Solving ◦ When staff brings up a problem, ask: “What would it look like if it were working well?” © PROPEL Performance, LLC www.PROPELperformance.com

23.  To Achieve Flow, Use Your Strengths ◦ Using your strengths maximizes personal performance  Aligning strengths provides increased capabilities: ◦ Having full “buckets” maximizes team performance:  Executing, Influencing, Relationship Building, Strategic Thinking  “Nothing ever happens”

24.  Change requires staying fully engaged  Recharging your 4 storehouses of energy: ◦ Physical, mental, emotional, spiritual Manage your energy – not your time – to achieve non-linear results Loehr and Swartz, The Power of Full Engagement © PROPEL Performance www.PROPELperformance.com

25.  Helping others creates a meaningful life, which promotes the highest form of happiness ◦ Martin Seligman, Authentic Happiness  Having a friend at work and feeling your boss cares about you are the best predictors of job satisfaction, engagement, and retention ◦ Gallup Q12 Staff Satisfaction Surveys © PROPEL Performance, LLC www.PROPELperformance.com

26. Burning Questions?

27. Dr. Tom Muha 443-454-7274 tmuha@propelperformance.com