tag:blogger.com,1999:blog-84669497592730780142023-11-15T05:57:17.402-08:00Coach+LeaderThe Coach Leader highlights regular front-line coaching conversations to provide you with new insights and perspective on how to improve care coordination and lead your organization to a more Patient-Accountable Culture.Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.comBlogger50125tag:blogger.com,1999:blog-8466949759273078014.post-87137151466902150042014-10-21T23:23:00.001-07:002014-10-21T23:24:07.293-07:00Tip 45: Avoid em' like the plague...<div style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
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<span style="color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>Avoid em' like the plague...</strong></span></span><br />
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<strong style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Welcome to our ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a Patient-Accountable Culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and a common direction can bring people together to ignite an entire organization.<br /><br />My characters, CEO Jane Carolli and VPMA Dr. Jack Martin continue to craft a strategy to improve their culture by developing a cultural assessment tool to help drive change.<br /><br />In our last issue, Jack and Jane were talking about accessibility, and more specifically, how the issue can be viewed from both a system and patient perspective. More specifically, how the macro view of physician time management is not the way patients see the subject of accessibility - on the micro level, patients see accessibility as the quality of the interaction they have with their physician.<br /><br />As Jane said toward the end of the last issue, “Our docs who don’t take the time to give patients the human interactions that they need up front might think they’re saving themselves time - but they’ll end up putting more time in anyway, when their patients come back in.”<br /><br />The conversation continues…</strong><br />
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<em style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;"><strong>In the cafeteria:</strong><br /><br />“Jack, on this accessibility issue, I’m having a hard time dealing with the fact that we can give our patients what they need the most by just improving the time spent with them… this issue spotlights one of healthcare’s biggest challenges, yet one of the easiest to remedy… and I need to understand it better if I’m going to ask our physicians and staff to begin working differently.<br /><br />Jack replied, “You know Jane, first off, I suggest you don’t just think of this as a healthcare issue, this is a challenge you can see everywhere if we look close enough. For instance, I'm reminded of something I once heard from Freddie Couples a professional golfer, he said that when he was home, he just didn't answer the telephone because he was afraid that there might be someone else on the other end.”<br /><br />Jane smiled, “Are you saying that his avoidance behaviors are similar to the ones impacting the patient experience here at Angels?”<br /><br />“Absolutely. You’re the one who told me about some of the docs around here who make rounds at 2 am when their patients are sleeping… how more avoidant can we be?”<br /><br />Jane got it, but didn’t know how to reply, when Jack continued with, “Let me tell you what John Blanchard once told me - he’s a primary care doc I used to work with in Billings. John had a woman come in that he had been seeing for years. In every past visit, she was enthusiastic, very articulate and downright bubbly. But when she came in on a routine visit, something just wasn’t right .<br /><br />He noticed right off that her speech patterns were slightly different than they’s always been… just slightly. In fact, he told me that anyone else who hadn’t spent some time getting to know her would have never made the pick up because she had no complaints and was unaware of the minimal changes as they were so subtle. He did a neurological exam and nothing showed up.<br /><br />So he ordered a brain MRI, regardless of the fact that her insurer refused because she had no specific indications with an otherwise normal history and examination. He refused to give up and called them back multiple times until the insurer finally relented. The MRI showed a benign meningioma – treatable and probably curable.”<br /><br />Jane added, “Your buddy only figured it out because he knew his patient. He had invested his previous time with her listening intently and getting to know her.”<br /><br />“Right Jane - and it’s not like he spent an inordinate amount of time with her in the past, he just spent good quality time to understand the patient." <br /><br />“He may have healed her, not from some miracle diagnosis or new wonder drug… but from taking a moment to listen and observe his patient. This isn’t rocket science Jack - it’s a pretty simple concept.”<br /><br />“Agreed - but here’s another story I heard recently… it illustrates the same thing from a different perspective. A friend of mine took his mom to the cardiologist last week. After the cardiologist spent some time getting to know her and really listening to her, he believed he'd hit upon what was causing the problem… and a solution, which happily did not involve a drug or surgery but behavior modification. He told her he'd call her internist who she has been seeing for many many years to tell him about the discussion.<br /><br />His mother waved her hand dismissively and said, "He doesn't know me. In fact, you know more about me after this short visit than he ever has… and I’ve been seeing him for over 20 years!" The cardiologist looked surprised and a little confused but he understood. His mother was saying that her internist had not spent time listening to her and getting to know her unique situation like this cardiologist had done.<br /><br />She went on to say that her internist was always in a hurry and never treated her like the cardiologist did. She said that she had only known him for a short while but already trusted him more than her primary care doc.”<br /><br />Jane chimed in, “ There’s obviously both good and bad to that story Jack. We just need to get the moral of this story out to every physician and clinical team in this hospital. This patient view of accessibility is one we can influence. We need to help our colleagues start looking at everything we do from a patient’s perspective. That will begin to shift the culture around here… and I’ll tell you what Jack… at first, when we began talking about changing up the culture, it sounded huge and unfathomable. But this accessibility issue really illustrates that culture is simply the degree and frequency of quality interactions… this is a conversation we need to share.”<br /><br />“Simple to grasp, yes Jane… simple to implement… well, we’ll see. It’s a paradigm shift - and encouraging change is a slow process… but definitely doable.”</em><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
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<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
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<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
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<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
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<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-40512779864782429742014-10-06T21:06:00.002-07:002014-10-06T21:06:36.783-07:00Tip 44: Pay me now or pay me later…<div style="text-align: center;">
<img align="none" height="312" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/4c6d7424-f90e-4463-ae40-9ef8a27ddce1.png" style="border: 0px; color: #505050; font-family: Helvetica; font-size: 14px; height: auto !important; line-height: 14px; margin: 0px; outline: none; text-align: center; width: 559px;" width="559" /></div>
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<span style="color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>Welcome to our ongoing series...</strong></span></span><br />
<br style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">...Based on the characters created in my book, Heroes Need Not Apply, “How to build a Patient-Accountable Culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and a common direction can bring people together to ignite an entire organization.<br /><br />My characters, CEO Jane Carolli and VPMA Dr. Jack Martin continue to craft a strategy to improve their culture by developing a cultural assessment tool to help drive change.<br /><br />As they zero in on survey questions for the assessment tool, Jane found herself struggling with the issue of physician accessibility in light of a study she stumbled across.</strong><br />
<br style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">As Jack came through the door of Jane’s office, she was so immersed in the data she found that she skipped the pleasantries, getting right to work…<br /><br />“Jack, I’ve been wrestling with the validity of asking whether or not our physicians and staff are accessible to patients because I’m not sure if we can have much of an affect on the issue in general, regardless of the data we receive.”<br /><br />“Well hello to you too Jane. What makes you think that?”<br /><br />Jane looked up for the first time since Jack entered, “Sorry Jack, it’s just such a huge issue, it seems overwhelming. I’m reading about some finding from the Survey of American Physicians that says that 44 percent of physicians plan to reduce patient access to their services by any number of steps, such as reducing the number of patients they see, not accepting new patients, working part-time or moving to a non-clinical job. And, just 19 percent of physicians said they have time to see more patients. How are we going to have any affect on such a systemic problem?”<br /><br />Jack thought for a few seconds before replying, “You know Jane, you’re right. If you look at it at such a macro level, it’s a huge undertaking. But when I think about accessibility to physicians by patients, I’m thinking about the micro level…”<br /><br />“Meaning what exactly?” asked Jane.<br /><br />“Meaning how patients see physician accessibility at the moment of care - at the bedside. Don’t you think we can influence that here at Angels of Seattle?”<br /><br />Jane shook her head, “I guess there are two heads to the accessibility coin and I’ve only been looking at the macro side. I need to frame this issue from what accessibility really looks like from the patients’ point of view. This article stresses issues arising from the amount of time docs have for their patients, when I know from my rounding experience, that patients aren’t looking at the clock, they just want a more personal experience. Mostly, they just want to be heard.”<br /><br />Jack knew better than to chime in when he saw Jane connecting the dots in real time. He waited patiently until she continued.<br /><br />“You know Jack, when I was rounding yesterday, I asked patients about how much time they spent with their docs and how they felt about it, and none of them spoke in terms of quantity. They all said that it wasn’t about minutes spent, but how the minutes were spent. One woman shared that her physician never once looked her in the eye when they met, he never sat down, much less touched her. She said that she didn’t feel that she was treated as a human being.”<br /><br />“It’s crazy Jane, here we are in the most human of businesses where we see people in their most vulnerable state, and we can’t even take a few seconds to show interest and actually connect with our patients? You know, earlier in my career I would often look down as I walked the halls so that nobody looked at me, because I was afraid they were going to engage me, and it seemed less threatening to keep them at arms length. I can’t believe that was even me when I think back on it.”<br /><br />“Don’t be hard on yourself - you didn’t know any better at the time. So what can we do about it this problem in the here and now Jack?”<br /><br />“Where do we always start Jane?”<br /><br />Smiling, “With what matters most to patients of course. And we both know what they want. The interaction should have the full attention of the person you’re talking with… they want to be heard and treated like a person, not a patient.”<br /><br />“Exactly Jane, we don’t have to tackle the big issue of physician time management, we just have to work with our staff to improve the quality of the interactions they’re already having — even if its only five minutes. By listening and learning from our patients, we’ll not only pick up the most accurate diagnosis, we’ll have the opportunity to raise patient experience metrics no matter how much time (or how little) we have.”<br /><br />Jane beamed, “Like everything else we’ve been talking about, this is a cultural problem with a cultural solution. I had the incorrect assumption that accessibility was only about time. It’s not at all… at least from the patients’ point of view. Many of the great docs I know only have a few minutes for a patient visit and still manage to assure the patient by truly listening and build a trusting relationship.”<br /><br />“Absolutely Jane. When we take the time to build a relationship up front, it not only dramatically improves the patient experience, it saves us time, expense and in some cases lives.”<br /><br />“Yep,” said Jane. “Our docs that don’t take the time to give patients the human interactions that they need up front might think that they’re saving themselves time - but they’ll end up putting more time in anyway, when their patients come back in.”<br /><br />“Pay me now or pay me later Jane… but you are going to pay me one way or the other.”<br /><br />“And at Angels Jack, we have the ability to do something about this… and we will.”</em><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
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<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
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<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-59726129342643637612014-09-23T18:13:00.001-07:002014-09-23T18:13:17.486-07:00Tip 43: Better safe than sorry<div style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
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<span style="color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>Welcome Back.</strong></span></span><br />
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<strong style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Welcome to our ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a Patient-Accountable Culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and a common direction can bring people together to ignite an entire organization.<br /><br />My characters, CEO Jane Carolli and VPMA Dr. Jack Martin continue to craft a strategy to improve their culture by developing a cultural assessment tool to help drive change.<br /><br />Building a patient accountable culture doesn't happen over night. As with any long-term endeavor, data continually flows in… which not only stimulates more ideas to work with, but validates the direction Jack and Jane are going… always a good thing…</strong><br />
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<em style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Jack asked Jane to meet him for a beer “off campus,” thinking that they’d both been buried in work, and although it would be a “working beer,” they both would benefit from a change of venue. When Jane slid onto the bar stool alongside of Jack, he could sense her frustration.<br /><br />He gently prodded her, “Long day huh?”<br /><br />“Aren’t they all - this was a great idea Jack, I don’t remember the last time I’ve sat in front of a cold pint…”<br /><br />He went a little further, “So, come clean, what’s on your mind?”<br /><br />“Something is definitely bothering me, but we can talk about it later… we need to get back to the assessment.”<br /><br />“Jane, whatever you’re troubled about will tie into what we’re doing. And either way, you look like you need to get something off of your chest.”<br /><br />“It’s the ED Jack - we’re seeing a significant percentage of patients returning unnecessarily because they are anxious about their symptoms and are not getting the assurance they need. It’s costing us and them a bundle, and we’ve got to do something about it.”<br /><br />Staying true to the coach he is Jack said, “Why do you think this is happening?”<br /><br />“When this data was brought to me last month, I tasked our staff to further assess why we had so many patients returning shortly after discharge. What they saw was frightening— we found that their decision to return was fueled by uncertainty regarding medical conditions as well as a perception that the ED and our employed primary care physicians were not responsive to their needs. In addition to expected insurance challenges, these patients were generally dissatisfied with their primary care physician, and noted the lack of trust they have in their primary physician. Needless to say, I did some rounding myself and found similar themes.”<br /><br />”Tell me more Jane.”<br /><br />“Many patients suggested that nobody really listened to them. One woman shared that her doctor was in the room with her for ten minutes and never once looked at her as he was typing on the computer… another said that he watched several doctors walk by his room for hours. He told me he thought the doctors went out of their way to avoid him. One woman had seen her physician three times and she didn’t even know his name.”<br /><br />“What’s more important than being reassured when you’re the patient?”<br /><br />“Jane this reminds me…several years ago, I worked at a hospital, that had actually built a hidden stairway system so that the docs could move about without having to interact with staff and patients in the hallways.”<br /><br />Jane sighed, “Why doesn’t that surprise me.”<br /><br />“So what’s your plan Jane?”<br /><br />“We just have to figure out how to help our clinical teams to understand that spending a small amount to time reassure a patient, explain a medication or a diagnosis can do us and our patients a world of good. Oh yeah, and that treating people like humans, not cattle will be a complete game changer.”<br /><br />Jack added, “ I think the only way to do that is to make them all become patients… just kidding… but I’m not. They need to remember what it feels like to be vulnerable and ignored. But that’s another discussion. What we can do now is get back to the assessment. Because everything you’ve told me validates that this is the same cultural challenge we see all over this hospital… and we need to deal with the root cause of all of it.”<br /><br />“You’re right… so let’s get back to it. I already have some assessment question ideas in mind because of this conversation .”<br /><br />“Do share.”<br /><br />“How about something like whether or not physicians at our organization are accessible to patients and that are our physicians approachable? What do you think?”<br /><br />“I think that questions like those just might make these docs think… and that’s a start.”<br /><br />Jack added, “We should add similar questions for leaders, nurses and staff.”<br /><br />“Agreed Jack, this is about reminding everyone that for us to improve care we all must become accountable to what matters most to patients.”</em><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
<h2 class="null" style="color: rgb(64, 64, 64) !important; font-size: 20px; line-height: 20px; margin: 0px; text-align: center;">
A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
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<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-4077603508306668162014-09-09T01:04:00.001-07:002014-09-10T20:13:13.243-07:00Tip 42: A Culture of Silos and Silence<br />
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<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>Welcome Back.</strong></span></span><br />
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<span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 22px;"><b>The following Coach Leader is part of our ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a Patient-Accountable Culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and a common direction can bring people together to ignite an entire organization.</b></span></span><br />
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<span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 22px;"><b>My characters, CEO Jane Carolli and VPMA Dr. Jack Martin continue to craft a strategy to improve their culture by developing a cultural assessment tool to help drive change. </b></span></span><br />
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<span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 22px;"><b>As they build the tool, certain constants continue to surface, with importance of collaborative communication leading the list…</b></span></span><br />
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<em style="background-color: white;"><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">When Jane met Jack in the cafeteria for lunch, Jack was so engrossed in reading an note from a friend, she had to literally give him a nudge on the shoulder to get his attention.</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Earth to Jack, are you in there?”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Sorry Jane, I just can’t get over this message I got from a physician colleague… it hits so close to home in so many ways.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“What do you mean?”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Well,” said Jack, “He almost lost his 91 year old mother to preventable errors a physician made, and more importantly, a number of staff members enabled his mistake to almost go critical by not holding him accountable.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">Jane grimaced, “I know what you’ve been going through with your mom Jack - there’s nothing easy about switching roles with a parent when they can no longer take care of themselves.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“You’re right Jane, my mom immediately came into mind, but I feel very good about where she is… and honestly, I just can’t believe things like this are still happening… I mean, I know our industry is plagued by siloed cultures, but this is just ridiculous.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Clue me in Jack.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Well, this doc’s mother-in-law who lives in an Alzheimer unit almost died from an iatrogenic C. Difficile infection. Her doc lazily diagnosed her with possible bronchitis or pneumonia based on a history of cough, weakness and increasing cognitive impairment.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">Jane broke in, “What about his examination? Didn’t he take a sputum culture/gram stain or take an X-ray?”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“He didn’t even examine her. He phoned in a prescription of Augmentin and then waited a week to see her cough improve, only to have her develop abdominal pain, a fever and loose stools.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Surely then, he performed a comprehensive exam.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Nope,” said Jack, “ He just guessed again, and called in another antibiotic.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Okay Jack, I get it. We’ve got a burnt out doc here. Unfortunately it’s just getting worse - luckily we’re doing more every day to prevent this here at Angels.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“It’s much more than a burnt out doc Jane… it’s how everyone else contributed to the situation… by not contributing at all. For instance, the family was told that the staff were well aware that their mother wasn’t given appropriate care and was prescribed antibiotics without complete or even minimal evaluations. They even suggested that my friend find a new doctor.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">Jane asked, “Surely someone reported the guy?”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“That’s the deal, nobody said anything - nobody held the guy accountable.</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Nobody wants to be accountable for anything,” said Jane in disgust.</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Right Jane, as my friend put it: “Active errors by a single individual at the frontline are seldom sufficient to cause an adverse outcome. It is when they are supported by a wealth of enabling passive systemic errors throughout the organization that the active errors result in potential harm.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">He continued, “This story reminds me of some research findings from a critical care nurse and physician survey. The study found that 84 percent of physicians witnessed co-workers taking dangerous short cuts and 88 percent of physicians witnessed co-workers making poor clinical judgments. Yet, 88 percent of nurses and a remarkable 99 percent of physicians were unwilling to confront a co- worker providing sub-standard care.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">Jane sighed, “And we wonder why we’re surrounded by cultures of silos and silence. We know that medical errors are going to happen, but without any cultural accountability in place, nothing’s going to change.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Well that’s why we’re doing what we’re doing Jane. We have to build a culture that starts with being more accountable to patients, and the only way to do that, is to continually assess what skills and behaviors need changing…and I can’t help thinking we need to continue to make this a priority.”</span></span><br /><br /><span style="color: #505050; font-family: Helvetica;"><span style="font-size: 14px; line-height: 21px;">“Then we better get back to it Jack.”</span></span></em><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
<h2 class="null" style="color: rgb(64, 64, 64) !important; font-size: 20px; line-height: 20px; margin: 0px; text-align: center;">
A Patient Dies. A Hospital Heals</h2>
<div style="text-align: center;">
<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
<br />
A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
<br />
That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
<br />
OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
<br />
The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<table border="0" cellpadding="0" cellspacing="0" class="mcnTextBlock" style="border-collapse: collapse; color: black;"><tbody class="mcnTextBlockOuter">
<tr><td class="mcnTextBlockInner" style="border-collapse: collapse;" valign="top"><table align="left" border="0" cellpadding="0" cellspacing="0" class="mcnTextContentContainer" style="border-collapse: collapse; width: 600px;"><tbody>
<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
<br />
“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
<br />
“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
<br />
“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-18290066976097632202014-08-25T22:17:00.001-07:002014-08-25T22:17:21.344-07:00Tip 41: A State Of The Art Experience<br />
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<a href="http://www.bedsidetrust.com/pages/10_measurement.html" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Patient-Accountable Culture" height="377" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/c78a5b3c-52f1-43a4-85fb-608de7749cd9.png" style="border: 0px; height: auto !important; line-height: 14px; margin: 0px; outline: none; text-decoration: none; width: 559px;" width="559" /></a></div>
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<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>Welcome Back.</strong></span></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">The following Coach Leader is part of our ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a Patient-Accountable Culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and a common direction can bring people together to ignite an entire organization.<br /><br />When we last left Angels of Seattle, CEO Jane Carolli and VPMA Dr. Jack Martin, they were continuing to craft a strategy to improve their culture by developing a cultural tool to help drive change.<br /><br />As they build the tool, the day-to-day issues of running a hospital couldn’t be put on the back burner. Our current issue finds the two coming out of a board meeting…</strong><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Walking down the hall, Jane spoke first, “Jeez Jack. I was prepared to talk about our new insights on improving our culture, but everyone wanted to talk growing revenue and the brand research.”<br /><br />“I hear you Jane, but I get it.”<br /><br />Jane shot back, “I do too, but we just spent 45 minutes listening to a marketing consultant school us about growing brand equity - don’t they realize that this culture must be the basis of improving our brand in this community… to shaping how our patients and potential… I hate to use this word… customers think of us?<br /><br />Jack smiled, “ It makes sense to me Jane… and we need customers. Have you looked at the advertising lately? We do a great job focusing on state of the art equipment, new surgical techniques, awards and new OB suites… when we should be selling the state of the art experience our people provide. Sometimes it feels like our industry takes the ultimate human experience and reduces beneath a transaction into a commodity.”<br /><br />“I know” said Jane, “It is interesting…here we are in the most human of industries and our marketing mailers look like they come from a lawn care company… not too emotional. We’re not going to build lasting relationships with patients if we don’t put the value of their experience first. It seems like the only way to truly differentiate ourselves from other systems is to focus on the quality of each and every interaction we have with patients.”<br /><br />“You nailed it Jane. It would be interesting to ask patients what matters most to them and build a marketing campaign around that. Do we really think we’re going to build trust in this community by touting national awards? Patients I talk to already expect clinical proficiency…what they really want to hear is that our physicians are going to be accessible when their family has a question, that their care team takes time to huddle on their behalf, and that everyone in this new finely decorated building is easy to approach.”<br /><br />“You know Jack,” said Jane, “ Everything we’ve been doing with our cultural strategy - especially crafting this assessment tool, is all about helping us build better relationships with patients. There are no short cuts when it comes to building a trusted brand. It must flow from focusing on the human factors that matter most to patients in our community.”<br /><br />Jack smiled. “Let’s get back to your office and talk about the next couple of assessment questions - lets write a couple that ask just how accessible our care teams are around here… “<br /><br />“And maybe one about how approachable they are…” </em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">The board’s concerns at Angels of Seattle is far from unique. But as Jane explained, their concern about the bottom line is connected at the hip with having a trusted culture that’s accountable to what matters most to patients. And one of the first things you can do to promote moving in that direction is to start having the same discussion Jack and Jane just had. We all have to look at how we interact with each other and our patients more closely. What do your patients value?<br /><br />See you next time.</strong><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<table border="0" cellpadding="0" cellspacing="0" class="mcnTextBlock" style="border-collapse: collapse; color: black;"><tbody class="mcnTextBlockOuter">
<tr><td class="mcnTextBlockInner" style="border-collapse: collapse;" valign="top"><table align="left" border="0" cellpadding="0" cellspacing="0" class="mcnTextContentContainer" style="border-collapse: collapse; width: 600px;"><tbody>
<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-21552916023004920432014-08-12T13:05:00.003-07:002014-08-12T13:05:58.251-07:00Tip 40: Dead On Arrival<div style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
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<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>Welcome.</strong></span></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">The following Coach Leader is part of our ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a patient-accountable culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and having a common direction can bring two people together to ignite an entire organization.<br /><br />Jack knew from previous experience that he needed a strategy for improving culture. So he and Jane set about at developing a cultural assessment tool that not only took the temperature of their culture… it could be used as an ongoing tool to measure change and progress.<br /><br />The first question they developed for the tool, “Does our organization’s culture make patients safer?” connected the dots between patient safety and having a safe, trusting culture. They confirmed that “Culture is no longer about the soft side of business. Without the "right" culture, the best-laid operational plans will stagnate.<br /><br />Which led them to their second assessment tool question…</strong><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Jane was looking over her notes from her last meeting with Jack when he sauntered in with a couple of Tall Starbucks cups. Engrossed in thought, she barely noticed him when he said, “Earth to Jane - you look pretty deep into something… what are you thinking about?”<br /><br />“Oh Hi Jack, ooh, double non-fat latte?”<br /><br />Jack smiling, “Of course.”<br /><br />Jane continued, “Well the conclusions we came to last time had me connecting the dots all the way around.”<br /><br />“What do you mean?”<br /><br />“Well, when we talked about how patient safety is compromised by a lack of trust and communication between staff members, it set me to thinking about the next question on the survey, and how the patient safety conclusions relate to it.”<br /><br />Jack prodded her on, “You have my attention.”<br /><br />“Well, I wanted to talk about care coordination… more specifically, how does our culture contribute to improving care coordination.”<br /><br />Jane hesitated, then continued, “Look, we have the best systems in place here at Angels… cutting edge EHR, checklists in place… you know the drill. But we’re still not doing a great job with handoffs, amongst other things…”<br /><br />“Jane, I see what you mean by connecting the dots. Obviously, having all of these great assets and processes is great and necessary, but if we don’t have the right culture in place, the prospects of improving care coordination is dead on arrival.”<br /><br />“I hear you Jack. When I was completing patient rounds the other day, I talked to a patient who was recently transferred. All her records got here in one piece, but nobody handed her off properly and the hospitalist didn’t take the time to talk with her primary care physician. She was scared to death that no one called her doctor. This internist left his phone number with a nurse two days ago. A successful handoff requires constant communication and respect.”<br /><br />“You mean we need to make sure we treat people like the humans that they are, right?”<br /><br />“Exactly. Doctors, nurses, therapists, pharmacists… whoever is involved needs to follow through all the way down the line.“<br /><br />“You know Jane, I can’t remember the guys name, but a rocket scientist once said that it was his job to get the rocket into the air, not to worry about where it’s going to come down. That’s what we’re talking about here. We’ve got to get everyone involved with our patients to hold themselves accountable to what matters most to patients… again, they just want to trust that everyone is on the same page when it comes to their treatment.”<br /><br />“It’s crazy Jack, here we are in the most human of businesses, but we don’t treat each other like humans… it’s just another transaction.”<br /><br />Jack thought a minute and replied, “Jane, as long as our culture has a silo mentality, patients won’t get a better standard of care, period. We need to change the paradigm around here…”<br /><br />Jane interrupted, “Exactly Jack. Because at the end of the day, with all the great systems we have in place, the only thing that will curatively change how we care for patients is improving how we work together.”<br /><br />“You’re right Jane. With everything we’re in the process of doing here, job one is to start changing the mindset of the staff. We have to get people to realize that if people don’t feel safe about sharing and working together… like you said, care coordination is dead on arrival.”</em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">See you next time. </strong><br />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><br /></strong>
<div style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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A Patient Dies. A Hospital Heals</h2>
<div style="text-align: center;">
<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
<br />
A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
<br />
That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
<br />
OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
<br />
The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<tr><td class="mcnTextBlockInner" style="border-collapse: collapse;" valign="top"><table align="left" border="0" cellpadding="0" cellspacing="0" class="mcnTextContentContainer" style="border-collapse: collapse; width: 600px;"><tbody>
<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
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<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-8274804493430157662014-07-29T09:59:00.001-07:002014-07-29T09:59:07.729-07:00Tip 39: Can an organization’s culture make patients safer?<br />
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<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>Welcome Back…</strong></span></span><br />
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<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">The following Coach Leader is part of our ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a patient-accountable culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and having a common direction can bring two people together to ignite an entire organization.</strong><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong>Our last issue left Jack and Jane discussing that the quickest way to build patient trust is to ask the right questions and then truly listen. It turns out, the same strategy works for increasing trust between staff members.<br /><br />Jack knew from previous experience that to improve an organization’s culture, you first have to improve the quality of interactions people are having with each other. To measure change and progress, Jack and Jane set out to develop a tool that would help everyone in the organization contribute to improving the quality of their interactions. We join Jack and Jane after Jack just broached the subject of building a tool to help them advance their culture...</strong></span><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">“Jack,” said Jane, “Are you sure this is the right way to go… the last thing we need is another survey that provides us with a bunch of data we can’t do anything with.”<br /><br />“I agree wholeheartedly Jane. We can design a tool that not only helps us get clarity on what’s going on in the trenches… it gives us cues on a regular basis that forces us to examine if our culture is contributing to or hindering care… and it brings culture to the forefront of our conversations rather than leaving them to lurk in the hallways.”<br /><br />“You mean, we can develop questions that will get them all talking amongst themselves?”<br /><br />Jack smiled, “Exactly. Every physician, nurse and staff member in this hospital has strong feelings about this organizations culture even though we may not directly address the issue. We'll make culture become part of everyone’s daily conversation just like everything else around here. This is how we clarify what culture is and how to change it. This is our cultural strategy".<br /><br />“Got it,” said Jane. “ We need to set a little context for what our culture should and can look like. When it comes to patient safety, all of our people believe checklists are a tangible way they can contribute to improving safety… but with culture, they don’t know what to look for or what they can actually do to change things.”<br /><br />Jack said, “ Patient Safety is a great example Jane. What if the first question we asked was something like: Does our organization’s culture make patients safer?”<br /><br />“I love it. They might not be able to define what culture is yet…”<br /><br />Jack interrupted,”Or how we see our culture becoming…”<br /><br />“Yep. But we all have perspective to share when it comes to if our culture is positively or negatively influencing patent safety.”<br /><br />“Exactly. The insights we’ll collect will be beneficial, but what's even more important to me is that we are helping everyone begin to see how our culture can impact things as important as patient safety."<br /><br />“Yeah Jack, there is a lot going on out there and most of us forget to see that our culture either drives or hinders safety. For instance, maybe… hopefully not… but maybe we find that certain departments feel that safety is sometimes compromised because of the way people interact with each other… but they have no idea what to do about it.”<br /><br />Jack added on, “It’s not a stretch to say that many of us have just come to accept these types of interactions as business as usual.”<br /><br />“But that’s about to change. This tool will bring quality interactions to the forefront of everyone’s mind and let them know how they can contribute to changing things around here.”<br /><br />“And as you said earlier Jane, it begins with us helping everyone to see how we can all play a role in improving culture. As leaders we can instigate bottom-up change by setting needed context...this will give them the tools to make changes on a local level. I just read an article titled: Reinventing Healthcare: 5 Strategies for Successfully Leading Change. And the author actually defined culture as a business imperative - let me read you this one part: “Culture no longer is about the soft side of business. Without the "right" culture, the best-laid operational plans will stagnate in the vertical hierarchy or fail from poor execution.”<br /><br />“It’s good to know we’re not the only people going down this path,” said Jane, “Culture is finally being recognized for what it is… the most important factor in making our hospital more patient centered.”</em><br />
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<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Jack and Jane continued on with the survey working to determine what they really need to know on an ongoing basis. Join us next time as they continue to shape their cultural assessment tool. </strong><br />
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<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Here’s the link to the article quoted in their conversation:</strong><br />
<a href="http://www.beckershospitalreview.com/leadership-management/reinventing-healthcare-5-strategies-for-successfully-leading-change.html" style="background-color: white; color: #eb4102; font-family: Helvetica; font-size: 14px; line-height: 21px; word-wrap: break-word !important;" target="_blank"><strong style="line-height: 1.6em;">http://www.beckershospitalreview.com/leadership-management/reinventing-healthcare-5-strategies-for-successfully-leading-change.html</strong></a><br />
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<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">See you next time. </strong><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
<span style="font-size: 12px;"></span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-83095298969198787852014-07-15T01:05:00.000-07:002014-07-15T01:05:02.354-07:00Tip 38: From the horses mouth…<div style="text-align: center;">
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<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>From the horses mouth…</strong></span></span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong>Welcome to our ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a patient-accountable culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and having a common direction can bring two people together to ignite an entire organization.<br /><br />If you’re just joining us, meet our fictional characters CEO Jane Carolli and her new, game-changing VPMA, Dr. Jack Martin as they focus the culture at Angels of Seattle hospital around what matters most to patients. Our last issue left us with Jane and Jack talking about one of Angel’s most proficient physicians who lacked a skill that was more impactful on patient care than any of his clinical skills… his ability to listen… to anyone.<br /><br />From diagnosing a patient to working on a surgical team, his inability to listen to who he considered subordinate, cost him the ability to run a team… costing his patients even more. We left the conversation with Jane’s realization that the path to improve communication and developing productive relationships depends on establishing trust, which begins with improving your ability to listen.<br /><br />As Jack and Jane continued drilling down on the trust building process and shared the importance of team listening, Jack asked Jane about what she was learning during her patient rounds.<br /><br />Note: In the book, Jack introduced Jane to the importance of regularly getting to the bedside to talk to patients. Since they determined that all of their efforts were based on giving patients what matters most to them, it only made sense to regularly check in on what they had to say…</strong></span><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">“So Jane,” said Jack, “What have you been hearing from our patients?”<br /><br />“It’s a mixed bag Jack - and it really through me for a loop because I really feel like we’re turning a corner, but some of the comments I got yesterday made me pretty upset.”<br /><br />“Jane, there are hundreds of doctors and nurses on staff and we haven’t reach even a quarter of them yet… we’ll get there… so what did you hear?”<br /><br />Jane picked up her notebook and began to read.<br /><br />“This 59 year old female was in the cardiac unit and said: “I’m glad I’m getting released because I feel just like another number here - I don‟t remember being called by my name in the six days I was here. My name was listed on the board, but they didn’t use it.”<br /><br />Jane continued,” Can you believe that Jack, six days and nobody took the time to call her by her proper name.”<br /><br />“Unfortunately I do Jane.”<br /><br />“What’s interesting Jack, is that I heard things that made my skin crawl, like when a woman was complaining about having had an epidural and being scared because she couldn't feel her legs, and the nurse just said, ‘Relax and enjoy that your pain is relieved.’ That just burned my chaps, and I’m in the process of tracking that nurse down… but what really gets me is the simple statement a young man shared - he said that he felt like he was interrupting them when he asked for help.”<br /><br />Jack paused for a minute to let Jane sit in it and asked, “So what do you want to do about it?”<br /><br />She thought. “Well, we’re moving in the right direction, but its just not spreading fast enough. A large part of the staff are lacking the most basic of skills.”<br /><br />Jack asked, “What kind of skills Jane?”<br /><br />“That’s a big list Jack - but to start with, how about how to give patients your full attention, how to listen to everything a patient has to say before responding, how to make eye contact… like I said,these are basic and there are a ton of them.”<br /><br />“Interesting,” said Jack, “The patients are saying the same things about our staff that our staff says about each other… “<br /><br />“Yeah, you’re right Jack. The last assessment we took pretty much mirrored my patient comments. So I guess we just have to keep plugging away with teaching them all how to ask the right questions and truly listen to the answers.”<br /><br />“And Jack, the next time I hear a patient tell me that they feel that asking a question is like interrupting, I’ ll remind them that that we want them to ask us questions, and that we are receptive and responsive to the questions… that it’s the only way to build stronger relationships. And if anyone makes them feel bad about it, they’ll have me to deal with.”<br /><br />“I like it Jane. But be prepared for the naysayers who are skeptical about listening - they’ll say they don’t have time, they're too busy… you know the drill.”<br /><br />Jane smiled, “I know Jack, I’ll just remind them about the high cost of not listening - delay in diagnosis, incorrect diagnosis, poor patient experience, not to mention avoidable patient harm amongst others.”<br /><br />“Hey Jane, its just like that old Fram Oil Filter commercial, “You can pay me now or you can pay me later.”<br /><br />“You’re dating yourself Jack, but you’re right - they can listen now, or they can spend a ton of effort and resources later. Their choice.”</em><br />
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<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Listening is the fastest way into the shoes of our patients. Although we have to treat patients as intelligent partners, we also have to recognize that they’re in a foreign, often scary environment that creates feelings of helplessness, fear and anxiety.<br /><br />So how do we give them confidence and build trust? We ask the right questions and listen. That may mean repeating what my patient has asked me to ensure my understanding of their question, explaining what I am saying slowly and in small doses, giving my patient adequate time to process the information and ask more questions, and assisting my patients to be true partners in their care by giving them access to information about their disease process. Whatever it takes to build a trusting relationship.</strong><br />
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<div style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<h2 class="null" style="color: rgb(64, 64, 64) !important; font-size: 20px; line-height: 20px; margin: 0px; text-align: center;">
A Patient Dies. A Hospital Heals</h2>
<div style="text-align: center;">
<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
<br />
That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
<br />
OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
<br />
The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
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<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-31104339390837247962014-06-18T13:08:00.000-07:002014-06-18T13:08:16.757-07:00Tip 37: Are you listening?<div style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
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<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>Are you listening?</strong></span></span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong>For those of you just joining us, welcome to our ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a patient-accountable culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and having a common direction can bring two people together to ignite an entire organization.<br /><br />Come meet our fictional characters CEO Jane Carolli and her new, game-changing VPMA, Dr. Jack Martin as they focus the culture at Angels of Seattle hospital around what matters most to patients. Our last issue left us with Jane and Jack visiting about the relationship between better all around communication for patients to get them what they really need, while helping organizations achieve their goals at the same time.<br /><br />If you want to improve your culture, you must start by focusing on building trusting relationships. But how do we do that when physicians and staff don’t trust each other and a growing number of patients I speak to don’t trust their primary care physicians?<br /><br />Listen to what Jack and Jane had to say about trust at Angels of Seattle…</strong></span><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Jane was a little miffed. She and Jack had started the process of healing the culture at Angels of Seattle at the top, one person at a time. Most of the management team was onboard, but a few couldn’t let go of the command and control system they’d been living by the last 25-30 years, and a few, probably never would. Jane was particularly annoyed at how one of her best doctors just wouldn’t budge. When Jack came through her office door, she jumped right into her thoughts…<br /><br />“Jack, I’m going crazy here - Dr. Lambert, Mike Lambert is one of the best doctors we have and I can’t get him to talk to, much less build a relationship with his colleagues, never mind someone he considers below him like a nurse.”<br /><br />‘Well good morning to you too Jane. I’m guessing you’ve been stewing on this a while and my timing is precipitous if anything.”<br /><br />“Sorry Jack, I just hit a speed bump…”<br /><br />“No worries - okay Jane, first off, what do you mean by Lambert is one of my best doctors?”<br /><br />“This guy has an incredible record Jack. He’s probably the best neurosurgeon in the city, and a month doesn’t go by where someone doesn’t try to poach him. His clinical ability is known internationally and brings in some of the most high profile cases out there.”<br /><br />Jack paused. “Okay, so you’re saying the best doc is the best clinician… right?<br /><br />“Well yes… I mean no… I mean, come on Jack. You know this guy… and we both know if someone had to cut into our brain, we’d choose him.”<br /><br />“Fair enough Jane. But let’s put him aside for a second and look at the forest, not just one super special tree. All of our doctors are really good clinicians. We have an exemplary staff when it comes to training, education, clinical abilities… but we still have all these problems that you and I are trying to fix… why is that?”<br /><br />Jane smiled. “It’s easy to forget Jack. With all the skills in the world, if they can’t connect with their colleagues, much less a nurse, all they are doing is keeping us from giving patients what matters most to them.”<br /><br />“And Jane, let’s be the patient for a minute. When you sit down to meet your primary care physician, what do you want the most?”<br /><br />“Easy enough, you want someone to talk to you in a language you can understand, then, most important… you want them to listen without interrupting you.” She took a beat. “ You know Jack, you,re the one that told me that 90% of the time the patient will give you the diagnosis if you just let them talk.”<br /><br />“Yeah Jane, but the problem is, most docs won’t let a patient talk for more than 10-20 seconds without interrupting. And the thing is, if they would just listen a little longer, they’ll end up getting it right the first time.”<br /><br />“Which potentially means less visits back here.”<br /><br />“Right Jane, but it also gives the doc a better chance at finding the root cause of the problem. When a doc doesn’t have the entire picture…”<br /><br />Jane interrupted, “ By not listening… as I interrupt you.”<br /><br />“Funny… So when the doc doesn’t have the full picture he’s most likely to prescribe symptomatic relief, and we’re more likely to see the patient again in the near future. But when they fully listen to their patients, they not only have a better chance of solving the problem, they truly gain the trust of the patient.”<br /><br />Jack continued, “So that brings me back to the dilemma you were suffering through when I walked through the door. Mike Lambert.”<br /><br />“Right, thanks. Yes, Mike has great skills, but he’s missing the kind of skills we need to change things around here.”<br /><br />“So tell me Jane, what does Dr. Lambert need more than anything?”<br /><br />“He needs to learn how to listen. But how do I teach him that?”<br /><br />“How did I teach you Jane?”<br /><br />“Duh. You coached me. You asked me the right questions and you gave me the time to answer them. You asked questions which set me up to come up with answers that illustrated the critical importance of listening. And there’s nothing more powerful than coming up with your own answers…”<br /><br />“That’s how I began to build trust with you. And that’s what you need to do with Mike Lambert. It may or may not work, but if Mike can’t learn to communicate better and trust the people he works with, then he’s only going to slow us down as we work to build a culture that’s accountable to patients.” </em><br />
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<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Get some data and read more about building trust in the article: </strong><strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><em>“Do you trust your primary care physician?"</em> by STEPHEN C. SCHIMPFF, MD at:</strong><br />
<a href="http://www.kevinmd.com/blog/2014/06/trust-primary-care-physician.html" style="background-color: white; color: #eb4102; font-family: Helvetica; font-size: 14px; line-height: 21px; word-wrap: break-word !important;" target="_blank"><strong style="line-height: 1.6em;">http://www.kevinmd.com/blog/2014/06/trust-primary-care-physician.html</strong></a><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
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A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
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<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
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<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<tr><td align="center" class="mcnButtonContent" style="border-collapse: collapse; font-family: Arial; font-size: 18px; padding: 10px;" valign="middle"><a class="mcnButton " href="http://store.secondriverhealthcare.com/ebooks/" style="color: white; font-weight: bold; letter-spacing: -0.5px; line-height: 18px; text-decoration: none; word-wrap: break-word !important;" target="_blank" title="On Sale Now!">On Sale Now!</a></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-1569061003648585822014-06-05T13:43:00.003-07:002014-06-05T13:43:25.606-07:00Tip 36: It’s all about relationships…<div style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
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<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>It’s all about relationships…</strong></span></span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong>For those of you just joining us, we’re in the midst of an ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a patient-accountable culture without putting more on your plate.” The book shows how focusing on what matters most to patients, having the right mind-set and having a common direction can bring two people together to ignite an entire organization.<br /><br />The following behind-the-scenes conversations between our fictional CEO Jane Carolli and her new, game-changing VPMA, Dr. Jack Martin take place as they begin to focus the culture at Angels of Seattle hospital around what matters most to patients. Our last issue left us with Jane realizing, “I have to think about culture as my main if not only strategy… no matter what changes, it will always be the “be all end all” solution for success. It’s the only thing that will help us to give patients what matters most to them.”<br /><br />When Jane realized that cultural change was her solution, she needed to dig deeper to better define what evolving culture entails and where to begin. Although she fully trusted Jack and knew they were moving in the right direction, it was still new… still a paradigm shift… and getting a little outside validation wouldn’t hurt.<br /><br />At their daily meeting…</strong></span><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">“Jack,” asked Jane, “I believe in what we’re doing here 100% and a lot of my enthusiasm comes from the success you had in Billings and the small steps we’ve already begun. That said, it would really help for me to get some more info on what this cultural animal really looks like and what we most need to be paying attention to… besides what matters most to our patients?”<br /><br />“I get it Jane,” answered Jack,” Let me share some insights I’ve gained from an article* I recently read… it’s always nice to hear others validate what we’re doing, not to mention the fact that no matter how much I think I know about anything, there’s always more to learn… you know, skinning the cat and all.”<br /><br />Jane smiled, “Now you’re really sounding like a Montana guy Jack - please go on.”<br /><br />“When you think about what culture is all about Jane, you have to begin with relationships - how people communicate and treat each other. Because within this big thing we call our culture is a number of micro-cultures, the occupational cultures within - for example, the fact that a physician views the world differently than a nurse does, or for that matter a pharmacy or lab tech.”<br /><br />“So you’re saying that we all have to be better acquainted with each other’s jobs so that we better respect what they do?”<br /><br />“Not just better respect what they do Jane - we need to be open to everyone participating regardless of their title or where they fit in the hierarchy. This article I read shared how an ultrasound tech saved a patient from unnecessary imaging, which saved the patient from an extra trip, more expense, while overall spending was reduced.”<br /><br />“You mean the doctor actually listened to an ultrasound tech Jack?”<br /><br />“Yep, an ultrasound tech and in another instance a lab tech. And they both had managers that gave them the green light to proactively share what needed sharing. They were empowered to participate.”<br /><br />“Obviously Jack, the better all-around communication we have the better for the patient.”<br /><br />“Yep, this author, Dr. Sinsky put it this way: In health care there is a linear correlation between the degree of relational coordination within an organization and the outcomes the organization achieves.”<br /><br />Jane responded, “That sounds good Jack, but it depends on us all becoming more knowledgable about how what each of us do as individuals fits together to best reach a desired outcome.”<br /><br />“You got it Jane, it really is about the relationships within the culture and we need to know as much about the attitudes and behaviors people share and display with each other as we can if we’re ever going to change them.”<br /><br />“Well then, let’s get started.”</em><span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;"></span><br />
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<li><a href="http://www.kevinmd.com/blog/2014/05/health-care-ultimately-social-enterprise.html" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">http://www.kevinmd.com/blog/2014/05/health-care-ultimately-social-enterprise.html</a> (Healthcare is ultimately a social enterprise by CHRISTINE A. SINSKY, MD)</li>
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<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Next time, we’ll sit in while Jack and Jane visit about how to best diagnose their culture to gather the data they need to move forward.</strong><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
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<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
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<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
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<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-91952118727720623812014-05-22T01:17:00.002-07:002014-05-22T01:17:48.672-07:00Tip 35: A patient-centered culture requires a strategy<div style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
<a href="http://bedsidetrust.com/pages/10_measurement.html" style="color: #eb4102; word-wrap: break-word !important;"><img align="none" src="http://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/4868136c-2e71-4ed9-a336-a1aef2096d66.jpg" height="380" style="border: 0px; height: auto !important; line-height: 14px; margin: 0px; outline: none; text-decoration: none; width: 400px;" width="400" /></a></div>
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>A patient-centered culture requires a strategy</strong></span></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong>For those of you just joining us, we’re in the midst of an ongoing series based on the characters created in my book, Heroes Need Not Apply, “How to build a patient-accountable culture without putting more on your plate.” The book shows how focusing on what matters most to patients, the right mind-set and having a common direction can bring two people together to ignite an entire organization.</strong></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">The following behind-the-scenes conversations between our fictional CEO Jane Carolli and her new, game-changing VPMA, Dr. Jack Martin take place as they begin to focus the culture at Angels of Seattle hospital around what matters most to patients. Our last issue centered around all the data we gather and what we do with it. Specifically, on tracking the behavioral and attitudinal data necessary to literally evolve a culture, and determining the questions necessary to really change what’s going on at the bedside. </strong><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Join us as the conversation continues…</strong><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><em>Jack knew better than to show up at Jane’s office without a couple of Grande Americanos - their conversations always run long and deep… and that’s what he loved about them.</em></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Jack handed Jane a coffee and asked, ”Don’t you think culture requires a strategy just as any other strategic priority?”</em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Jane grabbed the coffee with a thank you smile saying, “You bet Jack, and it’s true. The problem is that too much has been left to chance… our current culture is stuck in its ways, and everyone’s scared to death of change. Everyone around here sees how culture impedes every strategy we try… actually, it overwhelms it. No matter how much effort we expend, we seem to end up not far from where we started.”</em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“It’s interesting,” said Jack, “Culture, or the shaping of culture should be looked at as a first priority strategic goal.”</em><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“I never thought about it that way Jack, but it makes sense. How we interact with each other can be changed… that’s what we need to focus on here…”</em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“Yes,” Jack cut in, “We are, and when you think about it, evolving this culture is the only strategy that affects every aspect… every metric we’re tasked to improve.”</em><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Jane sighed, “Looking at our current state, it’s obvious we’ve been trying to fix the symptoms of a culture that’s been left to chance. We’ve spent the last two years here collecting a ton of data and few around us know how to make use of it, other than tread water in a pool of initiative overload.”</em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“Don’t beat yourself up Jane. Water under the bridge, so to speak. Let’s stay in the moment and shift our thinking from content to context. Starting right now, we can focus on the quality interactions needed to turn this culture around.”</em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“But Jack, I’ve got so much time and energy invested in my current strategy…”</em><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">He interrupted, “But is it working?”</em><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">She shook her head no.</em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“Then pivot Jane. It’s not only okay to change course, it’s the smartest thing you can do. You know Jane, the most customer-centric companies are agile - they align their culture with their customer by involving everyone in the process. Some of the most successful people fail because they continue to count on game plans that they’ve had success with in the past… as I said, it’s not only okay to readjust… it’s imperative.”</em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“I get it Jack. That’s another thing I like when it comes to thinking about culture as my main if not only strategy… no matter what changes, it will always be the “be all end all” solution for success. It’s the only thing that will help us to give patients what matters most to them.”</em><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">When we rejoin the conversation next time, we’ll overhear Jack and Jane better clarify what the current state of their culture really is, and what they have to do to change it…</span><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
<br />
That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
<br />
OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
<br />
The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-46857651412822403132014-05-08T09:47:00.000-07:002014-05-08T09:47:58.035-07:00Tip 43: When you don’t know what to measure, you measure everything<div style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
<a href="http://bedsidetrust.com/pages/10_measurement.html" style="color: #eb4102; word-wrap: break-word !important;"><img align="none" src="http://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/57aa9854-ce36-4879-8aaf-6e25a03f2f7e.jpg" height="262" style="border: 0px; height: auto !important; line-height: 14px; margin: 0px; outline: none; text-decoration: none; width: 549px;" width="549" /></a></div>
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>When you don’t know what to measure, you measure everything</strong></span></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong>Greetings, we’re in the midst of an ongoing series based on the characters created in my book, <em>Heroes Need Not Apply</em>, “How to build a patient-accountable culture without putting more on your plate.” The story of how a small town physician from Montana teamed with a CEO to transform the culture of a large Seattle hospital. The book shows how focusing on what matters most to patients, the right mind-set and a common direction can bring two people together to ignite an entire organization.</strong></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Some of the most powerful scenes in the book are strategic conversations between our fictional CEO Jane Carolli and her new, game-changing VPMA from Montana, Dr. Jack Martin. In the last issue, Jack and Jane agreed that they wanted to build their culture around what matters most to patients… and we left off talking about how that happens…</strong><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong><span style="color: firebrick;">Q: </span>In our attempts to fix everything, we track just about everything - what do we do with all the data?</strong></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><span style="color: firebrick;"><strong>A: </strong></span><em>Jack had a few minutes before rounds so he dropped by Jane’s office to check in and offer support. Although he knew that Jane was 100% on board for the new direction they were taking Angels of Seattle, developing a common direction to become more patient-accountable was definitely a paradigm shift for her, and he wanted her to feel he was by her side for the long haul.</em></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="line-height: 1.6em;">As he walked into her open door he could see she was wound pretty tight, “Morning Jane, how are you this am?”</span><br /><br /><span style="line-height: 1.6em;">“Glad to see you Jack - in all candor, I’ve been here for two hours and I’m ready to jump on a plane to anywhere. I’m staring at a dashboard overflowing with a multitude of diverse metrics that I’m suppose to improve, and piles of data I’ve collected and don’t know how to utilize. I have no idea about what drives what.”</span><br /><br /><span style="line-height: 1.6em;">Jack waited, knowing she had more…</span><br /><br /><span style="line-height: 1.6em;">“We don’t know what to measure - so we measure everything. And the funny thing is, I’m trying to find solutions to an endless number of metric challenges and I don’t even know where to begin. I’m just running around in circles. And none of this data (pointing to a pile on her desk) seems relevant to what’s going on at the bedside.”</span><br /><br /><span style="line-height: 1.6em;">“Jane, do you think all the items on your “everything under the sun” list need specific answers?”</span><br /><br /><span style="line-height: 1.6em;">“That’s just it Jack - all the so-called answers I’ve been coming up with are band-aids at best. I need to find out the root cause of this mess and I know that it’s more about attitudes and behaviors… but I don’t know if we can measure that.”</span><br /><br /><span style="line-height: 1.6em;">“Let’s go back to what we’ve been working on Jane. Where does everything begin?”</span><br /><br /><span style="line-height: 1.6em;">Jane shot back, “With what matters most to patients.”</span><br /><br /><span style="line-height: 1.6em;">Jack smiled, “Then that’s where we start… where we measure.”</span><br /><br /><span style="line-height: 1.6em;">Jane replied, “Well that would be great, but can we do that?”</span><br /><br /><span style="line-height: 1.6em;">“You tell me. Think of a question that would elicit the data you need.”</span><br /><br /><span style="line-height: 1.6em;">“Well I’d like to know what kind of behaviors are compromising team performance. If I could figure that out, It would solve a good number of these problems in front of me.”</span><br /><br /><span style="line-height: 1.6em;">“Great idea Jane, so let’s ask them.”</span></em><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Jane sat thunderstruck and slapped her forehead. “I never even thought about that. Imagine asking questions based on what matters most to patients - questions that assess the degree of teamwork and respect and listening and feeling safe from patients as well as from staff. Eureka, I have found it!”</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Once Jane realized she could track the behavioral and attitudinal data necessary to literally evolve the culture, the discussion moved toward determining the questions necessary to really change what’s going on at the bedside.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">In the next issue, join Jack and Jane while they begin to build out an assessment tool aimed at ferreting out the few root causes of the many challenges that every leader faces.</span><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-52512701617971018912014-04-24T10:12:00.001-07:002014-04-24T10:12:11.172-07:00Tip 33: The Cultural Toolbox<div style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; text-align: center;">
<a href="http://bedsidetrust.com/pages/10_measurement.html" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="A Forgettable Experience: Part One of Two" height="359" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/medical_errors_cartoon_1_8d0e89.jpg" style="border: 3px ridge rgb(8, 76, 158); height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 525px;" width="525" /></a></div>
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>The Cultural Toolbox</strong></span></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong>This past year, my book <em>Heroes Need Not Apply</em>, “How to build a patient-accountable culture without putting more on your plate,” hit the shelves. It’s the story of how a small town physician from Montana teamed with a CEO to transform the culture of a large Seattle hospital. The book shows how focusing on what matters most to patients and, the right mind-set and a common direction can bring two people together to ignite an entire organization.</strong></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Like any book, especially one designed to create a specific paradigm shift, there are always back stories and deeper conversations readers would love to hear. When I speak with my audience and they share what parts of the book affected them, most people ask me questions about the characters, their motivations and what tools characters Dr. Jack Martin and CEO Jane Carolli count on to spread cultural change throughout the fictional hospital, “Angels of Seattle.”</strong><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Which led me to begin a series of Coach+Leaders to share some of my tools and findings by using the characters of my book to give you a glimpse ahead by looking back. I’ll share a few excerpts from the book in the following weeks, and some of the conversations you didn’t hear…</strong><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Let’s begin with what many an organizational leader has asked me:</strong><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong><span style="color: firebrick;">Q: </span>From reading your book, I know where I want our culture to go, but where do I begin? What should we build our culture around?</strong></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><span style="color: firebrick;"><strong>A: </strong></span>We have to build our cultures around what matters most to our patients… patient accountable cultures. But before we do that, we need to provide our staffs with a common direction to become more patient-centered.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Early in my book, Dr. Jack Martin and CEO Jane Carolli were having some of their first conversations defining how Jane needs to show up as a leader to move the process forward and engage her management staff. Part of their conversation included Jack saying,</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><em>“What do you think when I say your role as a coach is or should be, a primary leadership competency... it should be the foundation for how you lead?”</em></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><em>“Jack, you’re saying that coaching is the most important thing I can do?”</em></span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><em>“Yes Jane, and if we all want to truly be patient-centered... to build patient-centered relationships, we have to be coaches, and teach others to do the same. In Billings, things changed when my boss started coaching his leadership team, and eventually his medical staff.”</em></span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">At this point, Dr. Martin and Jane Carolli began the first phase of their eventual transformation that clearly began with the two of them. Jane accepted the process, but she also wanted to know a little about the big picture… where would it go next. What you didn’t hear were Jane’s big picture questions about moving forward…</span><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="line-height: 1.6em;">“Jack, knowing that this starts with the two of us, how is this going to move forward with the entire medical staff?”</span></em><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Jack replied, </span><em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">“Jane, we really have to begin with our small nucleus and gain engagement slowly… but that doesn’t mean we can’t prepare for what’s coming around the corner. We certainly don't just need more data Jane, we need more context. All the changes we’re working on and have talked about are relational, not operational. If we focus on the handful of actions and behaviors that matter most to patients, we"ll be in a better position to do more than merely meet the needs of patients, we’ll have to opportunity become a true patient-centered organization.”</em><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Jane shot back, </span><em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“That’s a no-brainer Jack, I can list those behaviors and actions in a heartbeat.”</em><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“And I’m sure you’d come close. But we need to go right to the source with an assessment tool. We need to hear from everyone and not just once. We need a tool specifically aimed toward building a patient-accountable culture… and one that continually measures our progress.”</em><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">“That sound great, but where do we start? What kind of questions do we need to ask?”</em><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Jack settled back in his chair,<em> “Questions specific to our goal.”</em></span><br />
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<em style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">"Don't we want a culture that makes patients safer, a culture produces clinical quality, a culture that supports coordination of care, a culture that offers respect to everyone?"</em><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Jane smiled, <em>“Sounds like the right place to start Jack.”</em></span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Our next coach leader will go further into the book and deeper into their discussion to share the insights that drive organizations to become more patient-centered. With Jack’s guidance, Jane will see how to measure and design a culture around what matters most to patients.</span><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-57907764002091224182014-04-09T11:06:00.000-07:002014-04-09T11:06:02.215-07:00Tip 32: The Forgettable Experience: Part 2 — Quality Interactions Not Empty Transactions<a href="http://bedsidetrust.com/pages/10_measurement.html" style="background-color: white; color: #eb4102; font-family: Helvetica; font-size: 14px; line-height: 21px; word-wrap: break-word !important;" target="_blank"><img align="none" alt="A Forgettable Experience: Part One of Two" height="400" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/lets_play_doctor_i46a5f1.jpg" style="border: 3px ridge rgb(8, 76, 158); height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 559px;" width="559" /></a><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>The Forgettable Experience: Part 2 — Quality Interactions Not Empty Transactions</strong></span></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong>Our last issue identified how many patients feel like their interactions with physicians feel more like transactions with a bank teller. It also spoke of how our cultures have been molded by a hierarchical legacy reaching all the way back to medical training.<br /><br /><span style="color: firebrick;">Q: </span>So how do we migrate organizations from their current state of providing inconsistent, episodic service excellence to a true patient-centered system?</strong></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><span style="color: firebrick;"><strong>A: </strong></span>By establishing that patient-accountability is everyone’s role. Everyone becomes responsible for transforming the culture. Leaders just need to know how to take the guesswork out of it, so everyone participates.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Being patient-accountable isn’t about creating a “kumbaya”, feel-good attitude, it’s about providing all staff with a common direction to guide quality interactions - the building blocks of a patient-centered system.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">If there is a single defining characteristic for patient-accountability, it’s this: It begins at the top and permeates through the entire organization. It must be built into the organization’s mission statement and reflected in every team member’s role description.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><img align="right" height="329" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/BedsideTRUSTEDv.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; width: 212px;" width="212" />Leaders must create the right organizational structures, and repeatedly underscore the organization's commitment to what matters most to patients using culture cues like this card. Every employee, whether they deal directly with a patient or not, needs to understand how his or her every day actions affect everyone who works with patients and the patients themselves.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">We know the quality of our interactions impacts culture, team-performance and patient outcomes. Start by focusing less on the speed of the transaction. When you talk to people, are you focused on the transaction or your interaction?</span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">During a transactional encounter you’ll focus so much on the task at hand you’ll be inclined to block out everything else in order to get the job done. A true interaction depends on really listening and staying in the moment with the patient/team member in front of you. It’s not difficult to be aware of the difference. After all, if you were the patient (or if your mother was the patient) what would matter most to you?</span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">For example, consider the average medication explanation. Physicians are notorious for rapidly downloading medication information with medical jargon and running out the door to the next patient without verifying this information has been properly transmitted and understood. The research shows we think we do a good job at communicating, but many leave confused and require follow-up. The bottom-line is that we’re not providing quality interactions and these empty transactions have a profound impact on patient experience and trust. Besides, they cost us a fortune.</span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">To become more self-aware about how you handle conversations, ask yourself: Are you focusing on how the patient is assimilating the information you’re giving? Do you follow up to ask if your instructions are understood… do they even make sense? Do you ask for their feedback and try to help them become part of the decision making process?</span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">If you are focused on the transaction when communicating with staff, there can be a tendency to treat the conversation in a matter-of-fact, Sergeant Friday approach: "Just the facts Ma'am." The implied message behind the message can be interpreted as I don't have time for you or what is important to you."</span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">So take a look at the quality of conversations you're having. Are they transactional or interactional? While training yourself to be more self-aware, ask yourself, “If this were my mother, how would I explain it? All of our patients need that personal approach and relationship if we want to earn their trust. As you begin to have more quality interactions with patients and/or staff, I'm confident that you'll begin to see how each interaction you have sets the tone for your culture.</span><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
<h2 class="null" style="color: rgb(64, 64, 64) !important; font-size: 20px; line-height: 20px; margin: 0px; text-align: center;">
A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-66743562860622379412014-03-26T11:07:00.000-07:002014-03-26T11:07:13.436-07:00Tip 31: A Forgettable Experience: Part 1<a href="http://bedsidetrust.com/pages/10_measurement.html" style="background-color: white; color: #eb4102; font-family: Helvetica; font-size: 14px; line-height: 21px; word-wrap: break-word !important;" target="_blank"><img align="none" alt="A Forgettable Experience: Part One of Two" height="402" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/20060929_ignore.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 559px;" width="559" /></a><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>A Forgettable Experience: Part 1</strong></span></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong>Recently, my ongoing patient interviews have focused on several items I need to validate for an assessment tool project. As I interviewed these patients, a pattern emerged - many of them suggested their experiences felt more like a transaction rather than an interaction. They categorized the experiences as cold, forgettable and mechanical.<br /><br />One patient explained it by saying the impersonal nature of her visit to her doctor was no different than her conversation with the bank teller that same morning. And I get it. In all candor, all of us physicians have had busy clinic days where we wish we had a three-inch plexiglass wall between us and our patients… it hastens the conversation and allows us to get on to the next patient faster.<br /><br /><span style="color: firebrick;">Q: </span>While we don't have definitive data to draw conclusions about this aspect of the physician-patient relationship, it calls for the question to be asked: Are there some things within our control that lend themselves to fostering quality interactions with patients that feel less transactional? Are we doing enough to build a patient-centered organization?</strong></span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><span style="color: firebrick;"><strong>A: </strong></span>Yes… and Not yet.<br /><br />Many organizations face challenges in moving from merely satisfying patient needs to true patient-centeredness, but the benefits more than justify the effort. Leaders play a pivotal role by setting clear expectations, aligning all units of the organization to become more accountable to patients, and improving the capture and analysis of more relevant/useful information.<br /><br />Building a patient/customer-accountable organization isn't hard to do but it is impossible without the right culture. From Steve Jobs to Jeff Bezos, a number of legendary business leaders have built cultures whose very identities are defined by the loyalty (and even the love) of their customers.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">They did this by going beyond mere customer satisfaction into the realm of customer-accountability. They aligned their respective organizations to truly understand what matters most to customers (wishes and challenges), and to respond quickly and respectfully at every stage of each interaction. In return, customers become forgiving, fully-engaged and even evangelize the organization's culture to friends and acquaintances.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Rest assured, the rewards for this emphasis on the interaction, vs. the transaction, can be measured in dollars and cents.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">But why do so many outside of healthcare including patients believe our industry lagging when it comes to patient/customer accountability? Shouldn't healthcare be informing other industries and companies like Apple, JetBlue or Amazon how how to build customer/patient centricity. Could it be the market and patients just hold us to a higher standard since we are arguably the most personal of industries?</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Compounding expectations, we’ve done just about everything in our power to encourage the transactional experience. I’m not the first physician to point our how our medical schools ignore listening, teamwork, empathy, assurance, etc., and train in captain-of-the-ship approaches to encourage obedience and standardized rapid transactions. To make matters worse, we have a legacy culture that emphasizes hierarchy and heroes rather than rewarding and recognizing collaboration and team problem solving. These rules of engagement foster touch-points that erode patient trust.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Our next issue will discuss what we need to do to migrate organizations from their current state of providing inconsistent, episodic service excellence to a more patient accountable culture.</span><br />
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<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
<h2 class="null" style="color: rgb(64, 64, 64) !important; font-size: 20px; line-height: 20px; margin: 0px; text-align: center;">
A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
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<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
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<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-9687600052514724402014-03-12T15:15:00.001-07:002014-03-12T15:15:45.917-07:00Tip 30: The Culture Curve Ball<table border="0" cellpadding="0" cellspacing="0" class="mcnTextBlock" style="background-color: white; border-collapse: collapse; color: black; width: 100%px;"><tbody class="mcnTextBlockOuter">
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<br />
<span style="color: #336699;"><span style="font-size: 18px;"><strong>“I guess the simplest definition of culture is what happens when the manager leaves the room.” — <em>Vala Afshar </em></strong></span></span><br />
<br />
<span style="line-height: 1.6em;"><strong>Every so often I hear from leaders sharing stories about their great culture. Unfortunately, a lot of the rest of us feel as our ability to lead and contribute are compromised due cultural challenges beyond our control. One physician executive shared, “I am working hard to help the organization become more integrated, but often feel I’m up against what I can only describe as a crappy culture… it’s one curve ball after the next.”<br /><br /><span style="color: firebrick;">Q: </span>This statement begs the question: “Is good leadership possible even under less than ideal circumstances… like say in a “crappy” culture?”</strong></span><br />
<br />
<span style="line-height: 1.6em;"><span style="color: firebrick;"><strong>A: </strong></span>YES. A quick context check before we huddle around this culture leadership dilemma. Just what is a "crappy" culture? More importantly, what does a good culture look like? Take a look at a few of these items. How strongly do you agree or disagree with these statements:</span><br />
<ul>
<li>My organization's culture makes patients safer.</li>
<li><span style="line-height: 1.6em;">My organization's culture produces clinical quality. </span></li>
<li><span style="line-height: 1.6em;">My organization's culture supports coordination of care.</span></li>
<li>The patient experience is not compromised due to behavior from leadership, physicians and staff.</li>
</ul>
<span style="line-height: 1.6em;">These statements help us clearly determine if our culture helps or hinders us in context of a variety of organizational imperatives. In cases where cultures become more of a liability rather than an asset, leadership becomes even more important. (By the way, these are just a handful of items from our Patient-Accountable Culture assessment.)<br /><br />Just to be clear, the objective is not to help you rank at the top of the “best places to work” lists — rather, it’s about focusing on creating a culture based on what matters most to patients.</span><br />
<br />
<span style="line-height: 1.6em;">So what do leaders of a “crappy culture” do? How are leaders supposed to function effectively?</span><br />
<br />
<span style="line-height: 1.6em;">It’s easy to be an effective leader in a culture that values teamwork, makes everyone feel safe, fosters trust, and is full of role model leaders to learn from. But what about the rest of us? Is it impossible to be an effective leader in a rough and tough culture?</span><br />
<br />
<span style="line-height: 1.6em;">NO. Here’s a few things that you’ll want to be intentional about if you find yourself in a culture that is less than optimal:</span><br />
<ol>
<li><span style="line-height: 1.6em;"><span style="color: black;"><strong>Establish and maintain standards of performance and behavior that align with patients.<a href="http://bedsidetrust.com/pages/10_measurement.html" style="color: #eb4102; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="right" height="300" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/BedsideTRUSTEDv.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 193px;" width="193" /></a></strong> </span><span style="color: black;">Sure, the organization’s culture may have set the bar so low that trust, respect, and teamwork seem optional. This doesn’t mean your standards can’t be higher — much higher. More importantly, hold yourself to these same standards as a role model and leader. As the Role you play becomes more apparent to others, you’ll lead by example and gain influence. Effective leaders give rise to new context that shifts organizational culture one interaction at a time. In this case, the new context you’re setting is about framing a culture that places less emphasis on our individual Jobs and more on the Role we play as part of a team.</span></span></li>
<li><span style="color: black;"><span style="line-height: 1.6em;"><strong>As you set the tone, continually clarify your non-negotiable leadership principles and stick to them.</strong> Leaders placed in an unhealthy culture are more likely to compromise their leadership principles and values. Take the time to develop your own list of leadership principles and values. Consider starting with these T.R.U.S.T.E.D. patient driven leadership values. If your leadership practice is based on what matters most to patients, you’ll be a tougher target when the symptoms of a distressed culture surface. Your Role will become your “go-to” tool for managing and developing culture. As Role becomes more important, you’ll be tested by others who are good at their jobs, but lack an understanding of the Role they play on the team. As the leader, it is up to you to remain non-negotiable on your principles.</span></span></li>
</ol>
<div style="text-align: center;">
<span style="color: red;"><strong><span style="line-height: 1.6em;">Is your culture aligned to what matters most to patients?... </span></strong></span></div>
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<h2 class="null" style="color: rgb(64, 64, 64) !important; font-size: 20px; line-height: 20px; margin: 0px; text-align: center;">
A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
<br />
That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
<br />
OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
<br />
The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<tr><td class="mcnTextBlockInner" style="border-collapse: collapse;" valign="top"><table align="left" border="0" cellpadding="0" cellspacing="0" class="mcnTextContentContainer" style="border-collapse: collapse; width: 600px;"><tbody>
<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-34424059297856720982014-02-25T23:45:00.000-08:002014-02-25T23:45:41.416-08:00Tip 29: If you’re talking you’re not listening<table border="0" cellpadding="0" cellspacing="0" class="mcnTextBlock" style="background-color: white; border-collapse: collapse; color: black; width: 100%px;"><tbody class="mcnTextBlockOuter">
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<br />
<span style="color: #336699;"><span style="font-size: 18px;"><strong>If you’re talking you’re not listening</strong></span></span><br />
<br />
<span style="line-height: 1.6em;"><strong>Last time we reviewed research that showed a clear correlation between leadership effectiveness and frequency of asking for feedback. We applied this crucial skill to improve the physician-patient relationship. The key take away, if you're a physician, clinic manager, nurse, PA, manager, in a position of leadership, you’ll be rewarded handsomely if you know how to ask for feedback.<br /><br /><span style="color: firebrick;">Q: </span>But where to start? Before we tackle specifics on how to create the right conditions for feedback, let's address a question that's on the mind of most leaders I know. One CEO asked, "I know we all benefit significantly when physicians encourage patients to share their thoughts and encourage them to take part in the decision making. But it get's a bit fuzzy for leaders when hierarchy exists. How realistic is it for an employee to offer true feedback if the employee doesn’t feel secure knowing that their answers won’t elicit negative blowback?</strong></span><br />
<br />
<span style="line-height: 1.6em;"><span style="color: firebrick;"><strong>A: </strong></span>As leaders we often wield a lot of power. And attacking something head on may not be the most effective way to get results; in fact, it may be interpreted as abrasive. Leaders must first create comfortable conditions for a patient or staff member to share feedback so that any questions won’t be interpreted as potentially harmful to them. Let’s take a look at the factors that contribute to our current context and see why we might struggle with this skill:</span><br />
<ul>
<li>Healthcare is a knowledge based industry; we’re trained to give answers rather than ask more questions.</li>
<li><span style="line-height: 1.6em;">Our culture rewards and recognizes us more for the technical proficiency of our jobs and less for the important role we must play as part of a high performing team. </span></li>
<li><span style="line-height: 1.6em;">We’re taught leadership is the business of giving answers rather than encouraging group problem solving.</span></li>
</ul>
<span style="line-height: 1.6em;">Let's consider the following suggestions from management and communications expert Scott Berkun’s five keys for eliciting feedback from your team.</span><br />
<ol>
<li><span style="line-height: 1.6em;"><span style="color: firebrick;"><strong>Who you ask.</strong></span> Start with a peer or someone you report to. If you’re a physician, start with a patient you trust and know well, and ask them for feedback on something small. Let them know that you value their opinion. Use this as a momentum builder and eventually you’ll find yourself creating conditions that encourage patients/staff to share their concerns, ideas and insights.</span></li>
<li><span style="line-height: 1.6em;"><span style="color: firebrick;"><strong>How you ask.</strong></span> Don’t ask big, vague questions like, “Did I listen well to all your concerns?” Ask specifics that they can easily answer. When you ask for suggestions, let them know that the more specific their suggestion, the better.</span></li>
<li><span style="line-height: 1.6em;"><span style="color: firebrick;"><strong>When you ask.</strong></span> Whether you’re a physician or a leader listen and don’t interrupt. Give them a chance to give a thoughtful answer. If you’re a leader asking for feedback from staff, don’t put them on the spot - ask them the question ahead of time, so they have time to truly consider it and answer thoughtfully.</span></li>
<li><span style="line-height: 1.6em;"><span style="color: firebrick;"><strong>Where you ask.</strong></span> Consider the setting. Again, establishing comfort gets you better results - in this case, a more informal setting will lower the tension. As a physician, I learned to share something about myself with new patients, this exchange reinforced that I was here to interact with them not transact. If you’re an administrator, consider getting coffee outside of the office rather than sitting opposite the employee, behind your desk.</span></li>
<li><span style="line-height: 1.6em;"><span style="color: firebrick;"><strong>How you respond.</strong></span> This might be the hardest part, but, Berkun writes, “If you really want feedback you have to be prepared to shut up and listen.” You really want to show that you’ve taken what they’ve said seriously. So create space to think on it. When the time is right, let them know what you did with the feedback.”</span></li>
</ol>
<span style="line-height: 1.6em;">I think this last point regarding feedback is the most important. Make sure there is a purpose for the feedback. This shouldn’t be an exercise that helps us validate how good we are. Make sure the patients you interact with and the staff you talk to understand you’re asking because you care about improving.</span></td></tr>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
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A Patient Dies. A Hospital Heals</h2>
<div style="text-align: center;">
<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
<br />
A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
<br />
That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
<br />
OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
<br />
The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
<span style="font-size: 12px;"></span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-64959234294890448722014-02-05T09:39:00.001-08:002014-02-05T09:39:36.719-08:00Tip 28: Don’t drink your data through a fire hose<img align="none" alt="Quicksand! Have a Nice Day" height="352" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/dog_hose2203c66.jpg" style="background-color: white; border: 0px; color: #505050; font-family: Helvetica; font-size: 14px; height: auto !important; line-height: 14px; outline: none; width: 591px;" width="591" /><br />
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<span style="background-color: white; color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>Don’t drink your data through a fire hose</strong></span></span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong><span style="color: red;">Q: </span>Physicians know there is nothing worse than walking into clinic each day intent on practicing good medicine only to be told that your HCAHPS are not up to snuff. A physician I recently met shared, "I work hard for my patients. I often spend extra time with patients… and I'm not sure why my patients feel they aren't being listened to?"</strong></span><br />
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<strong style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;">Quite a common story for providers these days, reinforcing the world-view that we're data rich and insight poor. You know the story, the technically proficient doc giving it all he's got, administration hits him with 6 month old lower than expected HCAHPS, then leadership weighs in with a top-down initiative met with reluctant participation, and well… you know the rest. While there are a number of factors that should be addressed, only one solution get’s to the root of the problem.</strong><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><span style="color: red;"><strong>A: </strong></span>I asked him to focus on the value of not just receiving feedback — but asking patients for it. Asking for feedback is not only a patient centered skill that physicians must learn to incorporate into their practice, but an essential skill for every leader looking to build influence and trust with their team.</span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">In a recent Harvard Business Review article, titled <a href="http://blogs.hbr.org/2013/12/overcoming-feedback-phobia-take-the-first-step/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">“Overcoming Feedback Phobia”</a>, leadership experts Jack Zenger and Joseph Folkman share their findings on the importance of asking for feedback.</span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">The findings show a strong correlation between leadership ability and willingness to ask employees for feedback. Leaders who ranked in the bottom 10th percentile of asking for feedback were rated at the 15th percentile in leadership effectiveness. While those in the top 10 percent of asking for feedback were ranked in the 86th percentile for overall leadership ability. The key takeaway from their research: the more a leader asks for feedback, the higher their leadership effectiveness.</span><br />
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<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">The idea is for leaders to rely less on faceless metrics and more on their own intelligence gathering skills. In doing so, physicians/leaders benefit from rapid cycle feedback for improved interactions with patients and staff and a better experience for all.</span><br />
<br style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="background-color: white; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">As I shared with this physician, “Don’t run out and try to capture feedback from every patient today.” It’s more important to patients and staff that we we create comfortable conditions for sharing feedback. And that may be as simple as asking a question like “Tell me what matters most to you right now?”<br /><br />Tune-in next time to discover simple tactics that can help you deploy and benefit from this skill.</span><br />
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
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A Patient Dies. A Hospital Heals</h2>
<div style="text-align: center;">
<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
<br />
That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
<br />
The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<tr><td align="center" class="mcnButtonContent" style="border-collapse: collapse; font-family: Arial; font-size: 18px; padding: 10px;" valign="middle"><a class="mcnButton " href="http://store.secondriverhealthcare.com/ebooks/" style="color: white; font-weight: bold; letter-spacing: -0.5px; line-height: 18px; text-decoration: none; word-wrap: break-word !important;" target="_blank" title="On Sale Now!">On Sale Now!</a></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-75491055402147836802014-01-22T12:53:00.000-08:002014-01-22T12:53:28.335-08:00Tip 27: The Hard Costs of Soft Skills<table border="0" cellpadding="0" cellspacing="0" class="mcnTextBlock" style="background-color: white; border-collapse: collapse; color: black; width: 100%px;"><tbody class="mcnTextBlockOuter">
<tr><td class="mcnTextBlockInner" style="border-collapse: collapse;" valign="top"><img align="none" alt="Quicksand! Have a Nice Day" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Quicksand60056c6b5.png" style="border: 0px; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 14px; outline: none;" /><br />
<br style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="color: #336699; font-family: Helvetica; font-size: 14px; line-height: 21px;"><span style="font-size: 18px;"><strong>The Hard Costs of Soft Skills</strong></span></span><br />
<br style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><strong><span style="color: red;">Q: </span>Do you really have time to take on soft skills?</strong></span><br />
<br style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">We healthcare leaders and providers have no time to spare. On an average clinic day, we barely have time to deal with our basic personal needs. I get it… having spent many days caring for patient after patient only to forget to eat or check-in at home. So why should we set aside time to work on non-clinical skills that don’t come with a guaranteed ROI?</strong><br />
<br style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Bill Santamour, Managing Editor of H&HN, cleverly shared his readers concerns in a recent review of my new book. He shared, “I can see you rolling your eyes at the term<em>change the culture</em>.”</strong><br />
<br style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">A few years ago, management/branding guru Peter Drucker, provided a then new, but now accepted maxim that refocused the world of Organizational Development, “Culture Eats Strategy For Breakfast.” So why can’t we in healthcare take their lead and stop letting the “C” word stymie us? So many of us have developed a content over context mind-set that only focuses on operational efforts that minimize risk and are easy to measure. But where does that leave us when it comes to the practical skills we need every day?</strong><br />
<br style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<strong style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">I understand the mindset and the reticence toward change. But every Doc I know began practicing medicine to help patients - yet the current mindset is taking us further away from what matters most to patients.</strong><br />
<br style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px;" />
<span style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;"><span style="color: red;"><strong>A: </strong></span>The folks at Apple might say, "There's An App For That.”</span><br />
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<span style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Leaders like Joel Peterson, CEO of JetBlue, define trust as the key ingredient for organizational performance. Pauline Chen MD, of the New York Times knows that in cases of medical hierarchy, disrespect among physician hurts patients. Dr. Leonard Feldman, director of an urban health residency program at Johns Hopkins, has concluded our body language has significant consequences on patient satisfaction. In fact, his recent study also shared that when he followed two groups of medical interns for a month, he found they sat down at the bedside only 9 percent of the time.</span><br />
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<span style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">So what do these leader-anecdotes have in common? Each of these leaders is setting a new context by digging deeper and asking the right questions. Questions that shift our current context and help us recognize the need for relational answers to operational problems. In other words, "There's A Soft Skill For That”.</span><br />
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<span style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">I recently asked a group of physicians what was so special about the doctor-patient relationship? Their responses focused on: empathy, listening, connection, compassion, confidence, trust. Not only is this what matters most to patients, it matters most to us. I then asked, what would the benefits be if these skills we’re present in every interaction with our peers, staff and patients? They cited widespread impacts on collaboration, efficiency, quality, safety, satisfaction and fulfillment.</span><br />
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<span style="color: #505050; font-family: Helvetica; font-size: 14px; line-height: 1.6em;">Aligning these so called “soft skills” around your organizational and/or departmental goals isn’t hard to do. It does, however, require attention, intention and focus. As you discover and discuss the root cause of a problem, develop a solution that takes relational factors into account. When you put a relational lens on your operational problem solving, you’ll find that solutions become less time consuming and more durable. To become more patient-centered in our problem solving, we’ll need to work under the context that “soft skills” can provide hard results. Culture not only eats strategy for breakfast… it may even give some of you the time to grab a bite to eat once in a while.</span><br />
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
<h2 class="null" style="color: rgb(64, 64, 64) !important; font-size: 20px; line-height: 20px; margin: 0px; text-align: center;">
A Patient Dies. A Hospital Heals</h2>
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<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
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A fictional account of a tragedy and how a hospital changes for the better.<br />
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
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That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
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<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-71278387396824551392014-01-08T12:41:00.000-08:002014-01-08T12:41:25.966-08:00Tip 26: The Unengaged<table border="0" cellpadding="0" cellspacing="0" class="mcnTextBlock" style="background-color: white; border-collapse: collapse; color: black; width: 100%px;"><tbody class="mcnTextBlockOuter">
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<br />
<span style="color: #336699;"><span style="font-size: 18px;"><strong>The Unengaged</strong></span></span><br />
<br />
<span style="line-height: 1.6em;"><strong><span style="color: red;">Q: </span>The latest <a href="http://www.gallup.com/strategicconsulting/164735/state-global-workplace.aspx" style="color: #eb4102; font-weight: normal; word-wrap: break-word !important;" target="_blank"><em>Gallup poll on the State of the Global Workplace</em></a> is reporting that only 13 percent of employees feel engaged at work. Some experts I know suggest the physician numbers might be slightly worse than reported. While larger systems are better equipped to deal with the symptoms associated with disengaged physicians (i.e. retention, recruitment, etc.), for smaller hospitals, the consequences of an uninvolved physician can be devastating for the bottom line and seriously hamper care coordination, patient experience, and safety.</strong></span><br />
<br />
<strong style="line-height: 1.6em;">Now back to you and your organization. A recent coaching session with one of my physician executive clients, revolved around how to address physician engagement metrics. My client asked, “How much do these engagement numbers have to do with the lack of trust our physicians have towards the organization?”</strong><br />
<br />
<span style="line-height: 1.6em;"><span style="color: red;"><strong>A: </strong></span>I won't try and convince you that a lack of trust is the single root cause for this complex issue, but it’s a darn good place to start if you’re in need of strengthening relationships with your physician community. </span><br />
<br />
<span style="line-height: 1.6em;">Joel Peterson, Chairman of JetBlue Airways shares great perspective in a recent LinkedIn post, “I've come to believe that the most important ingredient in a business’s success is, simply, trust.” Mr. Peterson goes on to share his world-view on trust, “In firms where people trust their leaders and colleagues trust one another, there’s more innovation and better business outcomes. Mistrust and politics are expensive, time-consuming and dispiriting. When a company has a reputation for fair dealing, its costs drop: trust cuts the time spent second-guessing, worrying, and lawyering. Trust strengthens every part of any deal: its durability, its potential profitability, and its flexibility. Like most things, business works better when the energy spent on doubt, fear and suspicion are reduced. Empowered workers can sense they are trusted. For most people, the feeling of being trusted leads to an increased desire to be trustworthy. This virtuous cycle can take your team to great interdependent heights.”</span><br />
<br />
<span style="line-height: 1.6em;">To move metrics and gain efficiencies required in this reform era, we must look to trust building as a solution rather than adding more initiatives to our already full plates.</span><br />
<br />
<span style="line-height: 1.6em;">As leaders we can't expect improved engagement if we don't first invest in building trust.</span><br />
<br />
<span style="line-height: 1.6em;">This might look like a futile battle to some, but when trust is wrapped in the context of the patient, it quickly rises above the "touchy feely", and becomes an essential ingredient to improving care. We can learn all there is to know about the value of trust from a patient. Consider how much trust our patients place in you and your team. As you consider working to improve trust among your team begin with the end in mind. Focus the conversation on how we need to “show up” with each other. Specifically, the types of interactions, behaviors, and actions that encourage patient trust.</span><br />
<br />
<span style="line-height: 1.6em;">You’ll be surprised by how easy and productive these conversation can be, how individual differences diminish, and how consensus builds for what really counts.</span><br />
<br />
<span style="line-height: 1.6em;">A focus on what matters most to patients is the quickest way to dissolve our differences while we build trust.</span></td></tr>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
<h2 class="null" style="color: rgb(64, 64, 64) !important; font-size: 20px; line-height: 20px; margin: 0px; text-align: center;">
A Patient Dies. A Hospital Heals</h2>
<div style="text-align: center;">
<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
<br />
A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
<br />
That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
<br />
OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
<br />
The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<table border="0" cellpadding="0" cellspacing="0" class="mcnTextBlock" style="background-color: white; border-collapse: collapse; color: black; width: 100%px;"><tbody class="mcnTextBlockOuter">
<tr><td class="mcnTextBlockInner" style="border-collapse: collapse;" valign="top"><table align="left" border="0" cellpadding="0" cellspacing="0" class="mcnTextContentContainer" style="border-collapse: collapse; width: 600px;"><tbody>
<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
<br />
<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
<br />
“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-48600803390339430452013-12-18T13:01:00.001-08:002013-12-18T13:01:50.648-08:00Tip 25: Upgraded to Team-Based Care<table border="0" cellpadding="0" cellspacing="0" id="templateContainer" style="background-color: #e8f6fe; border-collapse: collapse; border: 1px solid rgb(218, 218, 218); color: black; width: 600px;"><tbody>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><strong style="line-height: 1.6em;"><span style="color: red;"><img align="left" alt="My Role Is..." height="174" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/MyRoleIs.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 15px; margin-right: 15px; outline: none; width: 225px;" width="225" /></span></strong><span style="line-height: 1.6em;"><strong><span style="color: red;">Q: </span>A nursing executive from the audience shares…”our team is doing so many things these days to transition to value based care, improve quality and the patient experience. But, the simple errors keep on coming, the hand-offs are questionable at best and we’re getting slower than expected improvements. Please tell me that it’s not just our team?”</strong></span><br />
<br />
<span style="line-height: 1.6em;"><span style="color: red;"><strong>A: </strong></span>Overwhelmed… Inefficient and Fragmented are the three words that might best summarize how we often feel as a leadership team as we take on initiative after initiative. One benefit to traveling (besides the free hybrid upgrade) the country from system to system is observing the shared experiences and patterns. I assured her that she is not alone…we’re all fighting the same fight, and while some organizations are making real strides in error reduction, improving hand-offs, etc.; as an industry the numbers aren’t budging much and change is not coming quick enough.</span><br />
<br />
<span style="line-height: 1.6em;">To move metrics in patient safety, experience, and quality, and gain efficiencies required in this reform era, we must become effective at delivering coordinated team based care.</span><br />
<br />
<span style="line-height: 1.6em;">The hot topic of conversation at the opening keynote session of U.S. News & World Report's Hospital of Tomorrow conference mirrors what’s not only on my mind, but on the minds of more and more leaders as we warm-up to realizing the root cause of the problem…</span><br />
<br />
<span style="line-height: 1.6em;">Donna Shalala, Ph.D., president of University of Miami and former U.S. Secretary of Health and Human Services said, “ [We need] physician assistants and nurses and pharmacists and other care providers working as a team… we’ve got to get over the hierarchy, we have to take on the scope-of-practice rules, state by state if necessary, because that's what restrains us from creating these teams.” Adding to the mix, former Senate Majority Leader Bill Frist shared, “Our professional ethics is not to be team-based. We like to say that it is… but that's not the way doctors are trained.” Which led to the closing speaker Gregory Sorensen, M.D., CEO of Siemens Healthcare North America. He spoke of the importance of moving toward a coordinated, team-based healthcare model, and its inherent challenges, saying, "It will be a mindset change. There's a definite hierarchy, and those hierarchies get in the way… and people have learned that you can build a system that delivers consistent high quality if you can build teams."</span><br />
<br />
<span style="line-height: 1.6em;">Consensus builds…but what’s the solution? How to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care?</span><br />
<br />
<span style="line-height: 1.6em;">I’ll assume we all agree that healthcare is the “ultimate” team sport. But, what are we doing to make it so?</span><br />
<br />
<span style="line-height: 1.6em;">Let me ask this question: “What’s your role? (Not your job. Your role.) This simple question and the responses we get can teach us a lot about why we struggle to deliver team-based care and how to create it.</span><br />
<br />
<span style="line-height: 1.6em;">The coming New Year is a great time for leaders to set a new context for yourself and for your team. Feel free to reach out if you’d like to hear how other executives and physician leaders I’m working with are leveraging this question to build more Patient-Accountable Cultures.</span><br />
<br />
<span style="line-height: 1.6em;">See you in the New Year.</span></td></tr>
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<span style="color: white; font-family: Helvetica;"><i>In The News...</i></span></h1>
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<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="90" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/hhnlogo.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 225px;" width="225" /></a></div>
<h2 class="null" style="color: rgb(64, 64, 64) !important; font-size: 20px; line-height: 20px; margin: 0px; text-align: center;">
A Patient Dies. A Hospital Heals</h2>
<div style="text-align: center;">
<strong>By Bill Santamour</strong><br />
H&HN Managing Editor</div>
<br />
A fictional account of a tragedy and how a hospital changes for the better.<br />
<br />
<a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" height="96" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/santamour.gif" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 5px; outline: none; text-decoration: none; width: 72px;" width="72" /></a>A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.<br />
<br />
That’s the set-up of <em>Heroes Need Not Apply</em>, Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.<br />
<br />
OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”<br />
<br />
The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”<br />
<br />
In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."<br />
<br />
<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, click here.<br />
<br />
<em>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.<br /><br /><a href="http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=2970005137&utm_source=Daily&utm_medium=email&utm_campaign=general" style="color: #eb4102; word-wrap: break-word !important;" target="_blank">H&HN Daily, December 10, 2013</a></em></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnImageContent" style="border-collapse: collapse; padding: 0px; text-align: center;" valign="top"><a class="" href="http://store.secondriverhealthcare.com/ebooks/" style="word-wrap: break-word !important;" target="_blank" title=""><img align="center" alt="" class="mcnImage" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/Heroes_MailHeader.png" style="border: 0px; display: inline !important; height: auto !important; line-height: 16px; max-width: 600px; outline: none; padding-bottom: 0px; text-decoration: none; vertical-align: bottom;" width="600" /></a></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br />
<br />
<span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br />
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<span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br />
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“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br />
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“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br />
<span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br />
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“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />
— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br />
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“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />
—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br />
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“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />
— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
<br />
<a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" height="113" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-10053395046719654652013-12-10T14:34:00.001-08:002013-12-10T14:41:31.157-08:00 A Patient Dies. A Hospital Heals<pre data-mce-style="font-family: 'Helvetica Neue', Helvetica, sans-serif; font-size: 15px; white-space: pre-wrap;" style="font-family: 'Helvetica Neue', Helvetica, sans-serif; white-space: pre-wrap;"><span style="font-family: Arial, Helvetica, sans-serif; font-style: italic;">A fictional account of a tragedy and how a hospital changes for the better.</span></pre>
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A Patient Dies. A Hospital Heals</h1>
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<tr><td><strong>By Bill Santamour</strong><br />
<em>H&HN</em> Managing Editor</td><td align="right" valign="top"><em>December 10, 2013</em></td></tr>
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A fictional account of a tragedy and how a hospital changes for the better.</div>
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A patient dies after surgery despite the fact that checklists and other cutting-edge policies are in place to prevent such a tragedy. The clinical staff become defensive. Physicians close ranks to deflect blame. Nurses know that if somebody has to take the fall, it will, no doubt, be one of them. The hospital CEO understands that the fault lies not with individuals or policies, but with a staff too focused on their own task-filled workdays to see the bigger picture and too cynical to believe that things can ever fundamentally change. And the CEO herself is so overwhelmed by putting out everyday fires that she has no time to think about long-term solutions.</div>
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That’s the set-up of <em>Heroes Need Not Apply, </em>Brian D. Wong’s fictional account of Angels Hospital and the aftermath of a patient’s death, a death that could and should have been prevented. Wong, an M.D. and founder of The Bedside Trust, paints a familiar picture of today’s hospital staff, in which the sincere goal of putting the patient at the center of everything they do can get lost in the crush of workloads, silos, egos, long-standing hierarchies, skepticism and plain fear. His vivid cast of characters includes a brilliant but intransigent surgeon, a young doctor with conflicting loyalties, an outspoken nurse, a new CEO and the person she brings in to help change the culture.</div>
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OK, I can see you rolling your eyes at the term “change the culture.” But by getting inside each individual’s mind and allowing us to listen in on their thoughts and conversations, Wong avoids consultant jargon and preachiness. He presents a true-to-life scenario of personality conflicts common to all hospital staff and the endemic skepticism that often straitjackets any leader’s efforts to foster meaningful change. And he shows how a hospital CEO can overcome those obstacles to, as the book’s subtitle puts it, “build a patient-accountable culture without putting more on your plate.”</div>
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The crux of that culture change is eliminating the chain-of-command structure and moving to one in which listening and respect across job titles and individuals can lead to true team care. As someone at Angels Hospital says, “No one person, no matter how smart, was nearly as smart as a roomful of people.”</div>
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In his introduction, AHA President and CEO Rich Umbdenstock writes that Wong’s story “brings a human element to the equation and underscores the importance of making patients and their families full partners in the care process."</div>
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<em>Heroes Need Not Apply</em> is an excellent resource for you and your physicians, nurses, C-suite and board members. Might even make a good stocking stuffer. For more information, <a href="http://www.heroesneednotapply.com/" style="color: #003399; text-decoration: none;" target="_blank">click here.</a></div>
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<i>The opinions expressed by authors do not necessarily reflect the policy of Health Forum Inc. or the American Hospital Association.</i></div>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; text-decoration: none; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="-webkit-box-shadow: rgba(0, 0, 0, 0.0980392) 1px 1px 5px; border: 0px; box-shadow: rgba(0, 0, 0, 0.0980392) 1px 1px 5px; height: auto !important; line-height: 14px; outline: none; padding: 5px; position: relative; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; text-decoration: none; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="-webkit-box-shadow: rgba(0, 0, 0, 0.0980392) 1px 1px 5px; border: 0px; box-shadow: rgba(0, 0, 0, 0.0980392) 1px 1px 5px; height: auto !important; line-height: 14px; outline: none; padding: 5px; position: relative; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; text-decoration: none; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="-webkit-box-shadow: rgba(0, 0, 0, 0.0980392) 1px 1px 5px; border: 0px; box-shadow: rgba(0, 0, 0, 0.0980392) 1px 1px 5px; height: auto !important; line-height: 14px; outline: none; padding: 5px; position: relative; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br />
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; text-decoration: none; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" height="113" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" style="-webkit-box-shadow: rgba(0, 0, 0, 0.0980392) 1px 1px 5px; border: 0px; box-shadow: rgba(0, 0, 0, 0.0980392) 1px 1px 5px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; padding: 5px; position: relative; width: 201px;" width="201" /></a></strong></div>
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<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; text-decoration: none; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-70555304504031996202013-12-04T10:12:00.002-08:002013-12-04T10:12:35.642-08:00Tip 24: Think Global… Act Local<table border="0" cellpadding="0" cellspacing="0" class="mcnTextBlock" style="background-color: white; border-collapse: collapse; color: black; width: 100%px;"><tbody class="mcnTextBlockOuter">
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><span style="color: #336699;"><span style="font-size: 18px;"><strong>Think Global… Act Local</strong></span></span><br /><br /><span style="line-height: 1.6em;"><strong><span style="color: red;"><img align="left" height="212" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/steps_thumb.png" style="border: 0px; line-height: 14px; outline: none;" width="320" />Q: </span>While doing a book tour event at a health system, I recently had the opportunity to chat with a few physicians before the program began. One commented, “I'm just one guy at this hospital… I’m not sure what I can really do to change anything around here.”</strong></span><br /><br /><span style="line-height: 1.6em;"><span style="color: red;"><strong>A: </strong></span>I told him, “It's not about changing this ‘place’ or about waiting for some big transformation to hit us over the head, it’s about every team member taking small steps to influence your very own local culture.” We went on to discuss that to make big shifts in organizational culture, we have to think small. Sustainable progress toward improving team care, patient communication, and removing medical hierarchy, won't come from top-down cultural transformation initiatives. Progress begins with becoming more familiar with the role we all play on behalf of patients… on the local level.</span><br /><br /><span style="line-height: 1.6em;">While this was just one guy asking "What I can really do to change this place?" Many of us are asking ourselves the same question - we all want to have more personal impact on improving what we do individually and as organizations. Most physicians I know are not formal leaders in their organization, but all of them are informal leaders. While it's important to have senior leadership setting the correct tone for organizational culture, it takes a combined effort with the informal leaders within an organization to actually influence sustainable changes in organizational culture. Again, think small, think local. Every interaction matters to the patient. </span></td></tr>
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<span style="color: white;"><em>Heroes Need Not Apply...</em> now on eBook</span></h1>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px;" valign="top"><a href="http://store.secondriverhealthcare.com/ebooks/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><span style="color: #0065a4;"><img align="left" alt="Dr. Brian Wong" height="133" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/brianMD_over.jpg" style="border: 0px; height: auto !important; line-height: 14px; margin-bottom: 5px; margin-right: 15px; outline: none; text-decoration: none; width: 100px;" width="100" /></span></a><strong>Improved care coordination is essential to gaining the efficiencies required in this healthcare reform era. To move metrics in patient safety, experience, and quality, we must become effective at delivering coordinated team based care.</strong><br /><br /><span style="line-height: 1.6em;">In his new book, <strong><em>Heroes Need Not Apply</em></strong>, Brian Wong MD, uncovers the reasons why many of us experience spotty improvements in patient safety, episodic service excellence, and insufficient engagement and accountability. To make sustainable improvements, we need to know how to migrate from a system that can best be described as uncoordinated (i.e. poor hand-offs, suboptimal staff interaction, medical hierarchies, etc.) to one that delivers consistent coordination of team based care.<br /><br />The purpose of <strong><em>Heroes Need Not Apply</em></strong> is to give healthcare organizations a template for creating a strong foundation for effective coordinated care. This “how-to” book gives every executive, physician, nurse, and clinical team member the tools to make specific changes at the local level, and uses relatable characters to showcase effective patient-centered skills to improve efficiency, decrease costs, and improve the patient experience. If your hospital is looking to accelerate improvements in care coordination and improve team care,<strong><em>Heroes Need Not Apply</em></strong> is a timely resource designed to equip your organization with the practical skills required for improved care coordination.</span><br /><br /><span style="line-height: 1.6em;">The book has already caught the attention of many top physicians, nurses, and executives as an innovative resource to lead our industry into a new era of value based healthcare that is both cost effective and accountable to patients. </span></td></tr>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>Dr. Wong's <em>Heroes Need Not Apply</em> is receiving praise by noted physician leaders and industry experts throughout the country...</strong></td></tr>
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“Heroes Need Not Apply examines the root causes of healthcare’s most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams.”<br /><span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Richard J. Umbdenstock, President and CEO of the American Hospital Association</span></em></strong></span><br /><br />“I believe this book will help save lives, improve quality, and recommit healthcare providers and patients to new levels of trust.”<span style="font-size: 12px;"><br />— <strong><em><span style="color: #084c9e;">Sue Collier, MSN, RN, FABC - Performance Improvement Specialist, Patient-Family Engagement, NC Quality Center/NC Hospital Association</span></em></strong></span><br /><br />“Dr. Wong’s book “Heroes Need Not Apply” breaks new ground as a field manual for what WE can all do on the front lines to be leaders as opposed to “reactors’ of healthcare transformation.”<br /><span style="font-size: 12px;">— <strong><em><span style="color: #084c9e;">Stephen K. Klasko, M.D., M.B.A., President and CEO, Thomas Jefferson University Hospitals</span></em></strong></span></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 21px; padding: 9px 18px 9px 0px;" valign="top">"...[Dr. Wong] speaks the truth of what we must become as leaders in health care."<br />— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Jeff Selberg, EVP and Chief Operating Officer, Institute for Healthcare Improvement.</span></em></strong></span><br /><br />“Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth.”<br />— <span style="font-size: 12px;"><em><span style="color: #084c9e;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span></em></span><br /><br />“On the journey to team-based and patient-centric care the evolving healthcare system is indeed a place to which Heroes Need Not Apply."<br />—<strong> <span style="font-size: 12px;"><em><span style="color: #084c9e;">Joseph S. Bujak, MD, FACP</span></em></span></strong><br /><br />“Dr. Wong draws the reader into the world of the hospital and an understanding of the cultural barriers that contribute so much to preventable medical error.”<br />— <span style="font-size: 12px;"><strong><em><span style="color: #084c9e;">Gordon R. Clark, President and CEO of iProtean</span></em></strong></span></td></tr>
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<a href="http://www.amazon.com/Heroes-Need-Apply-Patient-Accountable-ebook/dp/B00FRSK438/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1381513834&sr=1-1&keywords=heroes+need+not+apply" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Kindle" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/button_amazon_kindle.gif" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 112px;" width="112" /></a> <a href="https://itunes.apple.com/us/book/heroes-need-not-apply/id726404436?mt=11" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="iBookstore" height="34" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/iBookstore.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 106px;" width="106" /></a> <a href="http://www.barnesandnoble.com/s/Heroes-need-not-apply?keyword=Heroes+need+not+apply&store=ebook" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" alt="Nook" height="31" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/nook_button.jpg" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 134px;" width="134" /></a></div>
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To order your copy today and/or get quantity discounts for your organization visit:<br /><br /><a href="http://store.secondriverhealthcare.com/heroes-need-not-apply-hardcover/" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="none" height="76" src="https://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/SecondRiverButton.png" style="border: 0px; height: auto !important; line-height: 14px; outline: none; text-decoration: none; width: 304px;" width="304" /></a></div>
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: white; font-family: Helvetica; font-size: 16px; line-height: 24px;" valign="top"><strong>A portion of the profits from the sale of <em>Heroes Need Not Apply</em> goes to support the Josie King Foundation.</strong></td></tr>
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<strong><a href="http://www.heroesneednotapply.com/" style="color: #336699; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Dr. Brian Wong" border="0" height="113" src="http://www.bedsidetrust.com/htmlimages/BookVideoImage.png" style="border: 0px; display: inline; height: auto !important; line-height: 16px; margin-bottom: 5px; margin-right: 10px; margin-top: 5px; outline: none; text-decoration: none; width: 201px;" width="201" /></a></strong></div>
<div style="font-family: Arial;">
<span style="font-size: 18px;">To learn more about <em>Heroes Need Not Apply</em>, and/or schedule an author’s interview for your organization please <a href="http://www.heroesneednotapply.com/" style="color: #336699; word-wrap: break-word !important;" target="_blank"><strong>Click here>></strong></a></span></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-45326711806471610992013-07-18T21:47:00.001-07:002013-07-18T21:50:15.083-07:00Tip 23: We are where we are today, because we’ve been trained to be this way<table border="0" cellpadding="0" cellspacing="0" class="mcnTextBlock" style="background-color: white; border-collapse: collapse; color: black; width: 100%px;"><tbody class="mcnTextBlockOuter">
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<tr><td class="mcnTextContent" style="border-collapse: collapse; color: #505050; font-family: Helvetica; font-size: 14px; line-height: 14px; padding: 9px 18px; text-align: left;" valign="top"><div style="line-height: 21px;">
<a href="http://www.bedsidetrust.com/pages/08_book.html" style="color: #eb4102; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Work THis Way" height="364" src="http://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/trained_this_wayddbd67841fd1.png" style="border: 0px; height: 364px; line-height: 14px; margin: 0px; outline: none; text-decoration: none; width: 275px;" width="275" /></a>The corporate world is evolving based on the demands and intricacies of a new social era. Business people are having to be more attuned to cultural elements rather than their inherent prime directive, to keep focused on profit above all else. Students of business schools, along with the self-made successes, were and are inherently trained to be less inclusive when it comes to how they run their companies. They’re trained to be profit exclusive. But the paradigm of the new social era demands inclusion and the dismantling of the single-minded (think “silo”) approach to getting things done.<br />
<br />
Sound familiar? In healthcare, we too are being held back by our silo based cultures. And like the business world, it’s because we’ve been taught to act this way... starting in medical school. The “most difficult” people we deal with act poorly for various reasons, including the heady nature of the profession, the fact that some people are just that way, and, because our current hierarchical paradigm has been validated (in their eyes) since their first day of med school. And although some people will never change, others will.<br />
<br />
The most “difficult” character in my soon to be released book, <strong><a href="http://bedsidetrust.com/pages/08_book.html" style="color: #eb4102; font-weight: normal; word-wrap: break-word !important;" target="_blank">Heroes Need Not Apply</a></strong>,” is Dr. Ethan Lang. After thirty years, Lang might has well had “My Way or the Highway” tattooed on his forehead. And throughout his career, he’s had a tremendous influence on young Docs navigating their way through the system - not to mention his ability to bully his bosses. But Dr. Ben Waller is different. Although he felt had fallen under Langs’ spell for a couple of years, he began to recognize an alternative way of thinking. Here’s a couple of scenes from the book that take place when Ben starts finding his own voice, and the CEO, Jane Carolli, coincidentally finds hers:<br />
<br /></div>
<div style="line-height: 21px;">
<span style="color: #1b5a84;"><span style="font-size: 18px;"><strong>From Chapter Forty-six</strong></span></span><br />
<br />
He’d (Ben Waller) been living in a fear driven world that he created himself, and he’d lost the ability to trust. With retrospect, it all made sense. Pre-med was nothing if not competitive, and med school, internship, and residency were all about leaving your fellow students in the dust and doing whatever it took to best position yourself.<br />
When he started at Angels, he believed that success would only come if he played along with Ethan Lang and the MEC’s unspoken rules, and maybe it still does, but not if it’s going to cost one more life, or Mel.<br />
The night before, when Mel asked him when he last thought of Edie, it was like a slap in the face. He hadn’t thought about her at all lately. That wouldn’t happen again.<br />
He didn’t even see or hear Lang when he walked into the locker room.<br />
“Waller.”<br />
Again. “Waller, are you sleepwalking or what?”<br />
“Sorry Dr. Lang, just lost in thought.” Darn, he thought, he’d have to stop taking such an apologetic tone.<br />
“I was just thinking about Edie. When’s the last time you gave her some thought?”<br />
“Who the hell is Edie?”<br />
“The reason we’re having these Never Events meetings. The person we let down.”<br />
With a little Groucho in his tone, Lang snapped,“Waller, why don’t you bore a hole in yourself and let the sap run out. If you let every little set-back slow you down, you won’t last in this business. Do I wish she didn’t die? Of course. But it happens.”<br />
“But we caused it. We could have kept it from happening.”<br />
“Bull.”<br />
“No disrespect Dr. Lang, but if Dr. Hartley had listened to his transcriptionist or you gave Julie the OR nurse five seconds to check out the scan, Edie would probably be fine.”<br />
“Who the hell do you think you’re talking to?”<br />
“I guess I’m still trying to figure that out. Please, indulge me for a moment.”<br />
Lang started to head for the door, “Give me one reason why I should.”<br />
“Because I’ve been a good referrer, I’ve done everything you’ve ever asked of me, and I’m a fellow physician that is asking for your help.”<br />
“Is that you asking for someone’s help, by pointing fingers at them?”<br />
“You’re right. That was the wrong approach. But can you tell me that I was completely wrong?”<br />
“It’s more complicated than that Waller. I can’t possibly know about the dynamics between Hartley and his staff, and I’ve been going by his and other physicians notes and corresponding body markings for thirty years. And this never happened before. It was an anomaly, nothing more.”<br />
“I have to disagree. It may be a first for you. But it was still a fatal decision for Edie and her family. Isn’t it true that you didn’t look at the scan because Julie is just a young nurse and you don’t trust her?”<br />
“Why the hell should I trust her, you or anyone around here? If I want something done right, I know I’d better do it myself.”<br />
“But what if we all did respect each other a little bit more? You may have looked at the scan.”<br />
“What’s gotten into you? Have you been drinking Jack Martin’s Kool Aid? That guy may have had some success in backwater Montana, but this is the real world. We don’t have time to stand in a circle and sing together every time we need to make a quick decision.”<br />
“But what if we just took ten seconds before we made a decision, especially one that holds a life in the balance? And isn’t group decision making just other words for teamwork?”<br />
Ethan Lang just stared at him for a few seconds (talk about irony) and then said, “I know that third NEI is coming up in a day or two. Do you know something I don’t? Because it sounds like you’re looking to make Hartley and I the scapegoats here.”<br />
“No Dr. Lang. It’s bigger than the two of you and all of us in this meeting. It’s systemic. I just think we should look at this as an opportunity to work together better, to improve.”<br />
He turned his back and walked through the door while saying, “You’ve used enough of my time.”<br />
<br />
<span style="color: #1b5a84;"><strong style="font-size: 18px;">From Chapter </strong><strong><span style="font-size: 18px;">Forty-seven</span></strong></span><br />
<br />
Ethan Lang bee-lined it straight to Jane Carolli’s office to see if Waller’s line of questioning came from his chronic naiveté, or was a result of some kind of ploy to put that girl’s death on the doctors.<br />
He was a little taken aback that Waller not only attacked him, but that the kid actually stood up to him. Maybe he had balls after all. But balls or not, there’s a hierarchy around here and physicians have to look after each other. You would think he’d have figured it out by now.<br />
Lang bullied his way through Carolli’s outer office and pushed open the inner office door without acknowledging her secretary’s presence, much less her questions.<br />
On her way out, Jane collided with Lang, nearly lost her balance, and just caught herself before hitting the deck.<br />
“What the hell Dr. Lang, haven’t you heard of knocking, or for that matter checking in with my secretary instead of nearly taking me out?”<br />
“Sorry about that, I’m going to be late for rounds and I needed a minute of your time beforehand.”<br />
She was about to say that she was headed for rounds too, but caught herself before getting stuck with the task of trying to justify what she was doing to her “Grinchiest” surgeon.<br />
“Well Ethan, you’re aptly blocking my escape route, so what can I do for you?”<br />
“Look, I’m not blind Jane, I know that you brought Jack Martin in to stir things up here, but I didn’t realize how much until I just got reamed out from Ben Waller.”<br />
Jane could barely contain her excitement at the thought of another ally onboard! Calmly she continued, “Reamed out, what do you mean?”<br />
“He practically blamed Dr. Hartley and I for that girl’s death, and gave me the impression that you’d be pointing the finger at us during the next NEI meeting.”<br />
“I can assure you Dr. Lang, that’s not the case... ”<br />
He interrupted, “It better not be, because I can tell you right now, although I don’t want to get confrontational, if I feel like I’m being attacked, I will respond with the entire MEC at my side.”<br />
Pause Jane, pause, she said to herself.<br />
In the kindest possible tone she could manage, ”I really don’t believe Dr. Waller was threatening you at all. Threats are very uncomfortable for me, and I wouldn’t, or I should say, won’t let them become a tactic around here. Do we understand each other?”<br />
Before he could answer she continued, “Drs. Waller, Martin, and myself, are putting our heads together to improve how we all work together around here. I’ve decided to try to make something good come out of these NEI meetings. To use them as an opportunity to find some common ground and figure out a way for Edie’s loss to bring about some positive change.”<br />
He began to talk and she cut him off, “And we want you and everyone at that meeting to work with us. That’s what the next meeting will cover. It’s not about you, Hartley, or any one person, but about why things happened and how we can move forward to get doctors, nurses, and administrators on the same page working together. We need to learn to listen and respect each other or the patients will never be able trust us.”<br />
Ethan Lang didn’t know how to respond. For the second time in an hour, someone he confronted didn’t back down. And for some reason he wasn’t sure of yet, he couldn’t really argue with what either one of them said. As long as they weren’t pointing the finger at him or Simon Hartley, he really didn’t have a lot of ground to stand on. But he also knew that he wouldn’t be taking the word of a wet behind the ears nurse over his own instincts. This Edie person was a tragedy, but an anomaly for sure. Never happened before and never will again. At least not to him.<br />
Fine, he thought to himself, I’ll let them play with their ideas, but if one hint of blame comes our way at the meeting, she’ll learn the meaning of “No Confidence,” and be out the door before she even knows it hit her on the ass.<br />
“Okay Jane, I believe you. You do whatever you want to and as long as I don’t see it as a threat, I’ll hold my tongue.”<br />
“I’d rather have you joining in Ethan. You’re the most experienced and skilled physician we have, it would mean a lot to the process if we had your buy-in.”<br />
“Just enjoy the fact that I’m not fighting you on this one Jane, and do your little experimenting. As long as it doesn’t affect me, like I said, I’ll leave you to it.”<br />
And he was out the door as quickly as he barged in.</div>
<hr />
<div style="line-height: 21px;">
As I penned these pages, I had to get inside of Ben Waller’s head and heart and try to determine what pushes a person over the line so that they feel comfortable enough to speak truth to power. What would make Ben put his career on the line?<br />
<br />
When you read the story, you’ll learn of his relationship with Nurse Melanie Swift, and the influence she has on him... but that was just a piece of the rationalization puzzle. As I sat over my keyboard, living in Ben’s head, I realized that real paradigm shifts cannot be done for the sake of another. In the end, we have to all look deep with in our belief system and choose the right path, a path we can live with and feel good about.<br />
<br />
For Ben, the path became clear. Not just because he was part of a mistake that led to a preventable death, but because he hadn’t lost sight of why he went to medical school in the first place... above all, first do no harm. And to become accountable to patients above all else, he realized that we have to dismantle silos, rid ourselves of the hierarchy mentality, and base all of our decisions on what matters most to patients.</div>
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<hr />
<span style="color: #d34113;">WHAT'S NEW @ THE BEDSIDE TRUST</span><br /><br /><span style="font-size: 18px;"><a href="http://bedsidetrust.com/pages/08_book.html" style="color: #eb4102; font-weight: normal; word-wrap: break-word !important;" target="_blank"><img align="left" alt="Heroes Need Not Apply" height="236" src="http://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/heroes_ebookhtmlba2253.png" style="border: 0px; height: 236px; line-height: 18px; outline: none; text-decoration: none; width: 200px;" width="200" /></a>Dr. Brian Wong's new book is receiving praise from healthcare leaders throughout the country...</span></h2>
<div style="color: #505050;">
"Amazing! Timely, accurate, stunning, motivating, frightening. More than reading, I consumed the book. What a wonderful story of cold truth." — <span style="color: #1b5a84;"><strong>Jack Cochran, MD, Executive Director, The Permanente Federation, LLC</strong></span><br />
<br />
"Heroes Need Not Apply examines the root causes of hospitals' most pressing safety and quality challenges. It offers practical strategies to improve communication among staff, dismantle silos, and build high-performing teams." — <span style="color: #1b5a84;"><strong>Richard J. Umbdenstock, President and CEO of the American Hospital Association</strong></span><br />
<span style="color: #1b5a84;"><strong><br /></strong></span></div>
<div style="color: #505050;">
<strong><span style="color: #d34113;"><a href="http://www.bedsidetrust.com/pages/08_book.html" style="color: #eb4102; font-weight: normal; word-wrap: break-word !important;" target="_self">CLICK HERE for a more information and a "Sneak Peek" of Heroes Need Not Apply.</a></span></strong></div>
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Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0tag:blogger.com,1999:blog-8466949759273078014.post-41171108065522344762013-06-12T14:37:00.000-07:002013-06-13T00:11:08.954-07:00Tip 22: The Era Of Old-Fashioned Modern Medicine<a href="http://bedsidetrust.com/" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img height="256" src="http://gallery.mailchimp.com/d8deed44b2709e1259e79e03a/images/CMK_web_BenCasey_Puzzle_3.jpg" width="320" /></a><span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">
Over the past year, every Coach Leader I've written, regardless of its specific emphasis, always reiterates the importance of beginning every discussion with, "What matters most to patients?" The CEO of an organization I just began working with recently asked me how I first made that determination, and how I continually remind myself of the importance of that question as a foundational starting point for everything I/we do. When I answered, "Improving organizational culture begins by talking with patients," my client responded saying that his schedule pinned him behind a desk most everyday, and wasn't sure where rounding on patients fit would in to his overloaded to do list. When I told him that all my clients perform rounds a few times a week, he wasn't sure what to say or where to start.</span><br />
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">To best illustrate my point, I gave him the following excerpt from my soon-to-be-published book, Heroes Need Not Apply. It helped him to immediately see the merits of these actions, how it actually plays out and the positive impact it can have on patients and staff.</span><br />
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In the scene below, you'll meet CEO Jane Carolli (who started her career as a nurse) and her new VPMA Dr. Jack Martin. Jane brought Jack aboard to help her build a more collaborative workforce like he did in the Montana hospital clinic he came from. Even though Jane brought Jack aboard, it took awhile to build the relationship to this point:</span>
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<span style="font-family: Times, Times New Roman, serif;"> "Don't you go on rounds, Jane?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Well I used to as a nurse of course, and I know some managers have. But besides the fact that I don't have time for it, I'm not sure what to say. Funny enough, after half of a lifetime working with patients, it's a little out of my comfort zone."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"All that I can tell you Jane, is that everything we're talking about began with performing rounds in Billings when I didn't have any patients. At first, I started asking them what kind of improvement they'd like to see - big mistake. I already knew the answer and every conversation started off negatively. Then, I asked them what was really important to them, and I got an entirely new perspective, something I could really use. Although patients framed their answers differently, they all essentially said the same thing."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"They were saying that they wanted to trust their caregivers?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Not in those specific terms, but yes, they were all alluding to something relational instead of physical. They all had their own hierarchy of concerns, and everything funneled down to trusting that we were all truly listening to them and hiding nothing from them. Like you just said, they want to feel engaged in a team effort to make them better."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">Jane smiled, "So basically, the patients are looking for the same things we need from each other, the ability to put all of our past stuff aside and work together."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Bingo."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"In fact Jane, once I figured it out, and things began to improve, I looked forward to rounding more than anything else. When the improved workforce started taking shape, the patients started raving about the care. I realized that if I needed a pat on the back, I'd get it from rounding. Sold yet?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">As she rose and headed for the door she said, "Call my office and set it up."</span>
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<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Jack, before we go in, I'm not sure what I should talk about."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"First off, it's more about asking something and spending most of the time listening. If we're going to give these patients what they need the most, we have to listen."</span><br />
<span style="font-family: Times, Times New Roman, serif;">Saying it almost to herself, "Sounds like making a basic diagnosis."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"So what do you think you should ask Jane?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Well what if I ask them how we could improve their stay?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"You tell me Jane, is that something that you don't already know? Will that yield you deeper insights into what we're trying to validate?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"No."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">Jack let her think for a moment and then said, "You mentioned making a basic diagnosis. This is a lot like that. Because the only way to really get to a more patient-centered approach is knowing how to ask the right questions. What do you want to know from them?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"I guess I want to know what's most important to them - what really matters to them."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"There you go."</span>
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<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">They continued on toward the room and Jack shared, "We're visiting Bill Meyers, a 56 year old male scheduled for a coronary angioplasty first thing tomorrow morning."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">They walked into the room and Bill Meyers was facing the TV, but you could tell he really wasn't paying any attention to it. He almost snapped to attention when a new physician and a suit entered the room.</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Hi, what's going on, is anything wrong?"</span><br />
<span style="font-family: Times, Times New Roman, serif;">Jane jumped right in, "No Mr. Meyers, we're just stopping by for a visit. I'm Jane Carolli, I kind of run things around here, and this is Dr. Jack Martin, he's in charge of Medical Affairs. We just wanted to check in and see how you're doing."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Wow, is this SOP? Oh, excuse the acronym, you can take the man out of the Marines, but not the other way around... is this standard operating procedure?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Well yes and no," Jane answered. "We like to get out and visit with as many people as we can, when time permits."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"What can I help you with Miss...?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Jane. It's the other way around Mr. Meyers. You're the one who can help us. I just want to know more about what everyone's thinking around here. Tell me, what's the most important thing on your mind right now?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"You mean besides getting out of here in one piece?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"I mean, is there anything in particular that you're thinking about? Anything that would reassure you that you'll get out of here in one piece?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Well, there are a lot of people going in and out of here and I can't help wondering if they're even talking to each other. It seems like twenty different bodies ask me the same question all day long, like one hand doesn't know what the other's doing. I mean no disrespect, but you hear about people getting the wrong meds and such, and it sure would be nice to know that everyone's on the same page, that people are actually talking to each other about me. Having my heart worked on is stressful enough if you know what I mean."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"I do," said Jane, "is there something you'd specifically like to see or hear?"</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"I don't know." He stared right through the TV again for a minute. "I guess seeing more interaction would be nice... but I also realize there's probably all of that going on behind the curtain and I'm just not seeing it. I just want to believe it is. It would be nice to feel more confident about everything. I mean, not about my doc, or each of the nurses, just about everyone combined."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"This is why I'm here Mr. Meyers..."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Bill."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Bill. I need to hear this from you so that I can figure new ways of making sure you get the peace of mind you deserve."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Or at least some peace of mind," he countered, "until they've been in and out of my arteries, it's hard to relax. But it sure would help if it felt like all of these people were on some kind of team."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Let me see what I can do about that," Jane glanced back at Jack, "and I'll stop by tomorrow after your procedure and check in. I'll also stop by the nurses' station right now, and double check everything for you. I was a nurse and nurse manager, and I know there is a lot going on behind the curtain, as you said, but I also know that you shouldn't have to wonder about these kinds of things."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"Thank you."</span><br />
<span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, 'Times New Roman', serif;"> </span><span style="font-family: Times, Times New Roman, serif;">"My pleasure Bill. See you in the morning."</span><br />
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<b><span style="color: #0b5394; font-size: large;">Coach Leader Tip 22: It's the old-fashioned tools patients value most</span></b><br />
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<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">After reading this excerpt, my CEO colleague looked at me and exclaimed, "You sure you didn't use my hospital as the back drop for your book Brian? This lack of communication goes on every day, but we rarely put it into context as to how it immediately and directly affects our patients until something goes south."</span><br />
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This excerpt and tip is much more than a lesson in rounding. It reminds us that modern medicine is in danger of losing powerful, old-fashioned tools that have the most impact on our one-to-one relationships with our patients - human touch and listening. In his 2011 TED talk, physician and best-selling author Abraham Verghese describes our strange new world where patients are merely data points, and calls for a return to the traditional one-on-one physical exam. He emphasizes the importance of touching and the trust and impact our hands can have on strengthening relationships with our patients. Abraham reflects on how quickly and readily we physicians interrupt our patients and the effect impersonal communication has on our ability to care for them. Having spoken to hundreds of physicians about this very issue, it's clear what is driving these ineffective interactions. Many physicians tell me that if they ask open ended questions like " Is there anything in particular your concerned about?", the patient will ask for more than we can give. They assume that their response will take up more time and put them further behind. We know from experience this is simply not the case and a very costly assumption. Abraham and the physician leaders I work with know that patient experience and outcomes are only as good as our clinical team's ability to touch, listen, and ask patient-centric questions. For a patient, nothing inspires confidence more than trusting that every physician and nurse entering your room takes the time to ask the right questions, to listen to your answers and to ensure that the entire team is focused and dedicated in providing what matters most to you.</span>Anonymoushttp://www.blogger.com/profile/05405836357703187953noreply@blogger.com0