1. Vernon L. Johnson, MSHA, CEO Dale Medical Center Ozark, Alabama vljohnson@dalemedical.org Becoming a Hospital of Choice Through Improved Communication

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3. Dale Medical Center 3 Established in 1952 Dale County Healthcare Authority 89 Bed Facility Surgery Center Urgent Care Facility 7 Multi- Specialty Clinics Hospice Home Health Behavior Health Outpatient Therapy Site

4. Dale Medical Center Awesome Results- What’s Right in Health Care®

5. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 5 Patient Experience Improvement Note: All data reported in Percentile Rank

6. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 6 Patient Experience Improvement Note: All data reported in Percentile Rank

7. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 7 Quality Improvement

8. 8 Are you Broadcasting Organizational Goals Effectively?

9. 9 Have you asked?? Conducted Leadership Assessment Intradepartmental Satisfaction Survey Employee Opinion Survey

10. 10  Organizational goals were not understood or known throughout the organization.  Staff felt unappreciated, disconnected, not heard.  Didn’t understand, therefore didn’t support administrative decisions.  Perception of inconsistencies within organization in complying with hospital policies. (Standards of Behavior)  Staff wanted to be more involved.  Frustration with low performers.  STAFF WANTED TO SEE CEO AND HEAR FROM CEO. ALL SHIFTS.  After much diagnostics it was determined that we were suffering from a “Failure To Communicate.” Save time – ask….

11. 11 WHY WHERE HOW Communicating Goals (Broadcast Clarity)  Why  When  How

12. Layers of Communication 12 LDI (Leadership Development Institutes)

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14. 14 Monthly Meetings (Accountability)  Leaders role is to cut our the noise, to keep organization focused on what really matters.  Must communicate the same message  Walk the walk. (Any leader not willing to do so must be taken off the air) Failure to do so places leadership’s credibility at risk.  Linkage Grid  LEM (Leadership Evaluation Manager)  Validation and observation vital in success.

15. 15 Held Quarterly Very well attended. All Senior Leadership Present. Lead by CEO Current Events Shared Questions (Questions may be submitted prior to meetings.) Staff pleaser. (Consider themes, door prizes, food…make them informative but fun.) Town Hall Meetings

16. 16  All leaders round on direct reports. (With Purpose)  Develop Relationship.  Needs identified. (Stop Light Report)  Wins collected. (Thank you notes)  Observations and validations performed.  CEO rounding on all units and departments, all shifts, and even weekends. (WOW moment with staff) Eyeball it….

17. 17  Regular Supervisor Meetings  Request for agenda items prior to meeting.  Agenda distributed prior to meeting.  Minutes distributed to Managers and Supervisors via email for utilization in Departmental Meetings.

18. 18  More consistent throughout the organization.  Accommodate all shifts.  Departmental Meetings held within 5 days of supervisor meetings.  Meeting content is placed in a departmental communication book or placed on communication board.  Supervisor meeting minutes and Monday Rounds are part of agenda. (Consistent Messaging)

19. 19 Monday Rounds  Weekly Newsletter from CEO.  Includes CEO Message  Event Calendar  Current event information  Staff Recognition  Letters from patients.

20. 20  Keeps Goals Front and Center  Communicates Progress  Identifies Focus Areas  Celebrate Wins.

21. 21  Distribution list compiled in response to employees request to receive information on their smart phones and email.  Private Facebook Page for employees.

22. 22  Understanding 4 different personalities and their communication patterns:  Analytical  Amiable  Expressive  Dominate Email for free communication analysis

23. 23 Pattern Matrix

24. 24  LDI (Leadership Development Institutes)  Employee Opinion Surveys  Town Hall Meetings  Leader Rounding  Supervisor Meetings Plus  Departmental Meetings  Monday Rounds  Communication Boards  Email Blasts  Assessment of Leaders Communication Styles  Celebrations

25. 25  Celebrate victories!  Show Appreciation!  Build Relationships!  Have Fun!!

26. 26  Failure to establish and communicate clear goals.  Failure to divide goals into manageable pieces.  Procrastination / waiting till everything is just right to start.  Fear of failure  Lack of Self-Confidence  Lack of Discipline and accountability.

27. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 27 Dale Medical Center (DMC) has been awarded the Healthcare Organization of the Month for March 2014 by the Studer Group. This distinction is awarded only to those healthcare organizations across the United States that demonstrate marked improvements in patient satisfaction, employee workplace experience as well as reinvesting back into their respective communities. Healthcare Organization of the Month March 2014 NEVER UNDERESTIMATE THE DIFFERENCE YOU CAN MAKE

28. Vernon L. Johnson, CEO Dale Medical Center vljohnson@dalemedical.org Thank you!