1. Chapter 10: Leadership and Teamwork By: Alex Amsinger

2. Intro Video https://www.youtube.com/watch?v=UhxINyIZ454

3. Current Issues Consolidation Integrated health systems: Controversy Over Specialty Hospitals Money vs. Service Efficiency Six Sigma / Eliminating waste

4. Current Issues cont. Marketing and Advertising Word-of-mouth, “selling” medical services Consumerism Customer satisfaction Staffing Shortages Struggle to keep qualified personnel.

5. Challenging The Bureaucracy Bureaucracy Hierarchies or Partnerships What would be some advantages and disadvantages?

6. Opportunities for Change Be a leader and a team member Choose your words Make the most of meetings Invite ideas and follow up on them Invite solutions Think and act positively Praise people for their efforts

7. Teamwork How would you define teamwork? Mayo Clinic Fully integrated system of doctors, specialists, therapists, hospitals, laboratories, and everything else to provide comprehensive health care Advantages? Disadvantages? Advantages? Disadvantages?

8. Crisis Management Let people within the organization know what constitutes a crisis and whom to contact at the first of crisis Designate a primary spokesperson for the organization Develop good relationships with media Educate people in the organization about how to handle a crisis Keep up-to-date contact information for designated spokespersons, media professionals, stakeholders, and emergency management professionals

9. Aiming For Service Excellence Five reasons (ideals) to focus on patient satisfaction: High satisfaction is linked to patient cooperation with treatment protocols Satisfied patients experience less stress than others Highly satisfied patients actually feel better than others and recover more quickly Patients who have positive experiences become “apostles” for the organization, promoting it to others High correlation between satisfied patients and satisfied employees

10. 10 Tips For Building Cultures About Ideals Flip the pyramid Hire carefully / continually recruit internal talent Teach the culture Empower the front line Hold people accountable

11. 10 Tips cont. “Blow their minds” Use service failures as a springboard Recognize and create moments of truth Round excellence Tell stories and honor heroes

12. Questions?