How to Communicate with Employees to Drive Engagement and Learning
This presentation is the property of its rightful owner.
Sponsored Links
1 / 27

How to Communicate with Employees to Drive Engagement and Learning November 15, 2012 Gerard van Grinsven President and CEO PowerPoint PPT Presentation


  • 103 Views
  • Uploaded on
  • Presentation posted in: General

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:

Download Presentation

How to Communicate with Employees to Drive Engagement and Learning November 15, 2012 Gerard van Grinsven President and CEO

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


How to communicate with employees to drive engagement and learning november 15 2012 gerard van grinsven president and ceo

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” 7 Pillars of Performance


Henry ford health system

Henry Ford Health System

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

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

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: Back to the Basics

Critical success factors:

  • Structure

  • Process

  • Culture


Communication system face to face tactics

Communication SystemFace-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 SystemPrint, Electronic & Online

  • Leader toolkits

  • Morning Post

  • Newsletters

  • Henryford.com

  • Henry, our intranet


Intranet henry

Intranet: Henry


Communication system print electronic online cont

Communication System Print, Electronic & Online (cont.)

  • Huddle boards/postings

  • Banners

  • Voicemails broadcasts

  • Screen savers

  • Hotlines (e.g.ethics, compliance)

  • Video


Communication system social media

Communication SystemSocial Media

  • Vodcasts

  • Blogs

  • Twitter

  • Facebook

  • YouTube


I wanna wash my hands

I Wanna Wash My Hands


How to communicate with employees to drive engagement and learning november 15 2012 gerard van grinsven president and ceo

Hospital Communication Council

Prioritized Areas of Focus

  • Creating a unified care plan

  • Multidisciplinary Rounding

  • Identification of the care team

  • Patient / Family involvement

  • Consult Process

  • Handoff Communication


How to communicate with employees to drive engagement and learning november 15 2012 gerard van grinsven president and ceo

Internal PR Campaign

  • 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

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

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


How to communicate with employees to drive engagement and learning november 15 2012 gerard van grinsven president and ceo

Imagine. …

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


How to communicate with employees to drive engagement and learning november 15 2012 gerard van grinsven president and ceo

BY DEFAULT –— TYPICAL ORGANIZATION

Business/Finance

Outcomes

People

7-8

2

Customer Loyalty

(Guest, Client, Patient)

Team/Organization

Cultures

5

4


How to communicate with employees to drive engagement and learning november 15 2012 gerard van grinsven president and ceo

BY 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

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

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

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)


How to communicate with employees to drive engagement and learning november 15 2012 gerard van grinsven president and ceo

Customer Engagement DrivesFinancial Performance

23% Premium

36% Net Difference

13% Discount


  • Login