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How to Communicate with Employees to Drive Engagement and Learning November 15, 2012 Gerard van Grinsven President and CEO Henry Ford West Bloomfield Hospital . “The Henry Ford Experience” 7 Pillars of Performance. Henry Ford Health System . Core Services:

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How to Communicate with Employees to Drive Engagement and Learning

November 15, 2012

Gerard van Grinsven

President and CEO

Henry Ford West Bloomfield Hospital


The henry ford experience 7 pillars of performance
“The Henry Ford Experience” Learning7 Pillars of Performance


Henry ford health system
Henry Ford Health System Learning

Core Services:

Four acute med/surg and two behavioral health hospitals

Henry Ford Medical Group

32 Medical Centers

1200 physicians & scientists

2200 private physicians

1500 MD & DO physician trainees

Health Alliance Plan


Henry ford health system1
Henry Ford Health System Learning

Pre- and post-acute services:

2 Skilled nursing facilities

Home Health Care

Outpatient Dialysis

Home Products

Retail Pharmacies

Vision Centers


Henry ford health system2
Henry Ford Health System Learning

Other Statistics (annual):

  • Over 23,000 employees

  • Over 200 care delivery sites

  • 102,000 admissions, 2200 beds

  • 418,000 ED visits

  • 3.2 million office visits

  • 88,000 surgeries


Effective communication back to the basics
Effective Communication: LearningBack to the Basics

Critical success factors:

  • Structure

  • Process

  • Culture


Communication system face to face tactics
Communication System LearningFace-to-Face Tactics

  • Huddles

  • Orientation

  • Town Hall meetings

  • Leader rounding

  • One-on-one meetings

  • All-Leadership meetings

  • Appreciative rounds


Communication system print electronic online
Communication System LearningPrint, Electronic & Online

  • Leader toolkits

  • Morning Post

  • Newsletters

  • Henryford.com

  • Henry, our intranet


Intranet henry
Intranet: Henry Learning


Communication system print electronic online cont
Communication System Learning Print, Electronic & Online (cont.)

  • Huddle boards/postings

  • Banners

  • Voicemails broadcasts

  • Screen savers

  • Hotlines (e.g.ethics, compliance)

  • Video


Communication system social media
Communication System LearningSocial Media

  • Vodcasts

  • Blogs

  • Twitter

  • Facebook

  • YouTube



Hospital Communication Council Learning

Prioritized Areas of Focus

  • Creating a unified care plan

  • Multidisciplinary Rounding

  • Identification of the care team

  • Patient / Family involvement

  • Consult Process

  • Handoff Communication


Internal PR Campaign Learning

  • Sent letter to every employee’s home

  • Regular video messages

  • Information in News & Bloom

  • HFWBH Quality Expo – March 29

    • Employee’s to present Communication Improvement work

  • Town Halls, Innovation Lunches, etc.


Healthcare is undergoing a seismic shift
Healthcare is Undergoing a Seismic Shift Learning

Environment is becoming increasingly competitive

HCAHPS

Rising health consumer orientation

Expanded choice

Expanded information

Implication: Healthcare systems must undergo fundamental change in ways they serve patients

Simply “satisfying” patients will no longer be enough

Change in the culture and delivery systems oriented to viewing patients as consumers who are both “patients” (treated) and “customers” (served) is mandatory

Adapting healthcare service models to be more customer oriented (i.e.,, retail, hospitality)

Measurement only no longer adequate

System of change management driving learning to front-line


Satisfaction is not enough three kinds of satisfaction
Satisfaction Is Not Enough | Three Kinds of “Satisfaction”

“1-4”

“5”

“5”

RationallySatisfied

EmotionallySatisfied

Dissatisfied

Not at all satisfied

Extremely satisfied

1

2

3

4

5

Business performance among “rationally satisfied” is no better than

among “dissatisfied”. Only “emotional satisfaction” delivers superior results


Building stronger patient customer relationships
Building Stronger Patient/Customer Relationships “Satisfaction”

What Is the Solution?

The Right Measures

Systems have been aiming at the wrong target: “satisfied patients defect.”

They’ve had an incomplete picture of the patient/customer relationship: “rational + emotional.”

The Right Interventions

Wherever, however, and whenever customers are “touched.”


Best practice human capital strategies are shifting to the top
Best Practice Human Capital Strategies are Shifting to the Top …

CEO’s are moving human capital management to the top of the agenda, recognizing that it is an indispensable element of organization success…

For healthcare to survive and prosper in the wake of the worst workplace shortage in years, focused attention needs to be placed on the attraction, development, and retention of employees.

―The Road to Recovery, AON Healthcare Study


Imagine. … Top …

65

35

50

50

70

45

30

55

%

60

35

65

30

25

75

40

55

60

45

30

70

%

Teachables

Skill/Knowledge

Talent

Unteachables


B Top …Y DEFAULT –— TYPICAL ORGANIZATION

Business/Finance

Outcomes

People

7-8

2

Customer Loyalty

(Guest, Client, Patient)

Team/Organization

Cultures

5

4


B Top …Y DESIGN –— WORLD CLASS/BEST PRACTICE ORGANIZATION

SustainedExcellence

(SE)

Talent-BasedOrganizationSM

(TBOSM)

8-10

8-10

Vision

VALUES

Mission

Customer

Advocacy

(CA)

High Performance

Culture

(HPC)

8-10

8-10


Meta analysis 2003 conclusions
Meta-Analysis 2003 — Conclusions Top …

Productivity + 38%

Profitability + 27%

ENGAGED

WORK UNIT

Engaged work units have higher success rates

(improvement in probability of success: above-average performance)

Associate Retention + 50%

Customer + 56%

Safety + 63%

+78%

Overall Performance

(composite of all five outcomes)

+94%

Composite Performance

(composite of direct outcomes)


Understanding customer engagement
Understanding Customer Engagement Top …

Customers are not strictly rational – healthy, engaged customer relationships have a significant emotional dimension which must be measured and managed.

“When it comes to customers, feelings are facts.”

-Simon Cooper

President & COO,

Ritz-Carlton Hotel Company LLC.

Simply satisfying customers on a rational basis is not enough to drive financial performance.


Customer engagement
Customer Engagement Top …

What is Customer Engagement?

  • Customer Engagement describes the health of the relationship between a customer and a brand…the rational and the emotional.

  • Great brands and great customer relationships are underpinned by emotion.

  • Has a stronger relationship than satisfaction to performance outcomes

    • Physicians (i.e., referrals, share of procedures, retention)

    • Patients (i.e., return, use of other facilities such as

      Wellness Center & Spa)


Customer Engagement Drives Top …Financial Performance

23% Premium

36% Net Difference

13% Discount


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