How To Build A Patient-Accountable Culture™
Without Putting More On Your Plate.
Brian Wong, MD, MPH
Head Coach, The Bedside Trust
(206) 878-7833
[email protected]
P A T IPATIENT-ACCOUNTABLE
E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
©2014 The Bedside Trust
1
Today’s Objectives
1. What is culture?
!
2. What does it mean to be patient-centered?
!
3. Who owns culture?
P A T PATIENT-ACCOUNTABLE
I E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
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PAT I E N T- A C C O U N TA B L E C U LT U R E ™
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The root cause: No role clarity leads to “Dys-T.R.U.S.”
At organizational, unit, team and individual levels, this is our default pattern under stress
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Poor or no teamwork; “If you want it done right... do it
yourself.”
Bad attitude; disrespectful; whiny; disdainful;
sarcastic
Rigid, intolerant; judgmental; impatient; cynical
Closed; shut down; isolation, unapproachable;
intimidating; bullying, cursing, yelling; gossip
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
In other words, this is what our culture looks like, under stress.
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“Culture eats strategy for lunch, 7 days a week.”
Cultural Strengths
Cultural Weaknesses
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•
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•
•
•
•
•
•
teamwork; shared vision
communication; listening
mutual respect; mutual support
approachable
competence
professionalism
efficient and timely
honest
people being inflexible; different views of the truth
EMR!*&^%$#; miserable computers
poor inter-professional communication
different practice styles; can’t standardize
lack of professionalism
using email instead of direct communication
same problems over and over again; W.A.D.I.T.W.
bad attitude; lack of accountability; us vs. them
ME trumps WE (W.I.I.F.M.)
Cultural Opportunities
Cultural Threats
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•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
more fun place to work for all of us; provider of choice
things run smoothly; improved efficiency
a vocation, not just a job
employee engagement; job satisfaction; jobs get easier
patient retention; increased market share
improved quality and safety outcomes
happy patients & staff; more volumes; better bottom line
less stress; greater innovation and growth
years off our lives; emptiness; frustration; stress
lost productivity; loss of focus
rework over and over again
lost satisfaction and confidence (all of US)
outmigration
less time with patients; poor safety and quality
bad attitude; poor morale; poor performance
loss of psychic energy; loss of sleep
our future, our profits and our souls
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
5
This is also our brain “undone”…
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
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Brian Wong “undone”…
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Team player (makes others better)
Responsive and respectful
Understanding, listening and learning w/
o judgment
Safe and inviting; approachable;
preserves and protects confidentiality
“I am d-u-n!”
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
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PC
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When Brian Wong says, “I’m done!”
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Team player (makes others better)
Responsive and respectful
Understanding, listening and learning w/
o judgment
Safe and inviting; approachable;
preserves and protects confidentiality
Self-protection mode: no eye contact; closed; shut
down; unapproachable
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
O IUNNGT AI B
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PC
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N LQEU ICRUYL T U R E ™
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When Brian Wong says, “I’m done!”
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Team player (makes others better)
Responsive and respectful
Understanding, listening and learning w/
o judgment
Judgmental; impatient; intolerant
Safe and inviting; approachable;
preserves and protects confidentiality
Self-protection mode: no eye contact; closed; shut
down; unapproachable
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
O IUNNGT AI B
SC
PC
IR
N LQEU ICRUYL T U R E ™
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When Brian Wong says, “I’m done!”
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Team player (makes others better)
Responsive and respectful
Disrespectful; resentful; disdainful; sarcastic
Understanding, listening and learning w/
o judgment
Judgmental; impatient; intolerant
Safe and inviting; approachable;
preserves and protects confidentiality
Self-protection mode: no eye contact; closed; shut
down; unapproachable
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
O IUNNGT AI B
SC
PC
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N LQEU ICRUYL T U R E ™
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When Brian Wong says, “I’m done!”
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Team player (makes others better)
Get out of my way; do it myself
Responsive and respectful
Disrespectful; resentful; disdainful; sarcastic
Understanding, listening and learning w/
o judgment
Judgmental; impatient; intolerant
Safe and inviting; approachable;
preserves and protects confidentiality
Self-protection mode: no eye contact; closed; shut
down; unapproachable
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
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PC
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The Root Cause: “We’re done!”
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Team player (makes others better)
Poor or no teamwork; “If you want it done right... do it
yourself.”
Responsive and respectful
Bad attitude; disrespectful; whiny; disdainful;
sarcastic
Understanding, listening and learning w/
o judgment
Rigid, intolerant; judgmental; impatient; cynical
Safe and inviting; approachable;
preserves and protects confidentiality
Closed; shut down; isolation, unapproachable;
intimidating; bullying, cursing, yelling; gossip
Talented: knowledge, proficiency,
competency, judgment
Lacking in basic, necessary skills, competency,
experience or judgment
Executes: gets results; gets things done;
honors commitments
Unable to complete assignments; error-prone,
including sentinel events, never events or other
avoidable harm
Dedication: work ethic and timeliness
Poor attendance; high absenteeism/tardiness; lazy;
leaves work for others
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
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Brian Wong’s most important intervention…
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Get out of my way; do it myself
Disrespectful; resentful; disdainful; sarcastic
Judgmental; impatient; intolerant
“I’m done”; Self-protection: no eye contact; closed;
shut down; unapproachable
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
O IUNNGT AI B
SC
PC
IR
N LQEU ICRUYL T U R E ™
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Brian Wong’s most important intervention…
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Get out of my way; do it myself
Disrespectful; resentful; disdainful; sarcastic
Judgmental; impatient; intolerant
Give the benefit of the doubt; stay in the
conversation; look them in the eye; this
person could have a better idea
“I’m done”; Self-protection: no eye contact; closed;
shut down; unapproachable
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
O IUNNGT AI B
SC
PC
IR
N LQEU ICRUYL T U R E ™
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Brian Wong’s most important intervention…
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Get out of my way; do it myself
Disrespectful; resentful; disdainful; sarcastic
Stop talking; listen without judgment;
look for common ground
Give the benefit of the doubt; stay in the
conversation; look them in the eye; this
person could have a better idea
Judgmental; impatient; intolerant
“I’m done”; Self-protection: no eye contact; closed;
shut down; unapproachable
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
O IUNNGT AI B
SC
PC
IR
N LQEU ICRUYL T U R E ™
15
Brian Wong’s most important intervention…
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Get out of my way; do it myself
Recognize & appreciate our differences
Stop talking; listen without judgment;
look for common ground
Give the benefit of the doubt; stay in the
conversation; look them in the eye; this
person could have a better idea
Disrespectful; resentful; disdainful; sarcastic
Judgmental; impatient; intolerant
“I’m done”; Self-protection: no eye contact; closed;
shut down; unapproachable
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
O IUNNGT AI B
SC
PC
IR
N LQEU ICRUYL T U R E ™
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Brian Wong’s most important intervention…
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Create synergy
Incivility = Dystrust = Disruptive
(NONE of this)
Get out of my way; do it myself
Recognize & appreciate our differences
Stop talking; listen without judgment;
look for common ground
Give the benefit of the doubt; stay in the
conversation; look them in the eye; this
person could have a better idea
Disrespectful; resentful; disdainful; sarcastic
Judgmental; impatient; intolerant
“I’m done”; Self-protection: no eye contact; closed;
shut down; unapproachable
Talented: knowledge, proficiency,
competency, judgment
Executes: gets results; gets things done;
honors commitments
Dedication: work ethic and timeliness
P A T I E N ITN- A
O IUNNGT AI B
SC
PC
IR
N LQEU ICRUYL T U R E ™
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“Between stimulus and response there is a space;
in that space I have the power to choose my own response;
with my response lies my growth and my freedom.”
T.R.U.S.T.E.D. = Role Clarity
(ALL of this)
Incivility = Dystrust = Disruptive
(NONE of this)
Team player (makes others better)
Poor or no teamwork; “If you want it done right... do it
yourself.”
Responsive and respectful
Bad attitude; disrespectful; whiny; disdainful; sarcastic
Understanding, listening and learning w/o
judgment
Rigid, intolerant; judgmental; impatient; cynical
Safe and inviting; approachable; preserves and
protects confidentiality
Closed; shut down; isolation, unapproachable; intimidating;
bullying, cursing, yelling; gossip
Talented: knowledge, proficiency, competency,
judgment
Lacking in basic, necessary skills, competency, experience or
judgment
Executes: gets results; gets things done; honors
commitments
Unable to complete assignments; error-prone, including
sentinel events, never events or other avoidable harm
Dedication: work ethic and timeliness
Poor attendance; high absenteeism/tardiness; lazy; leaves
work for others
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
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Medical Practice = Leadership Practice:
The root cause of our problems at GRHS
History (Hx): symptoms
•
•
•
•
•
•
•
•
•
people being inflexible; different views of the truth
EMR!*&^%$#; miserable computers
poor inter-professional communication
different practice styles; can’t standardize
lack of professionalism
using email instead of direct communication
same problems over and over again; W.A.D.I.T.W.
bad attitude; lack of accountability; us vs. them
ME trumps WE (W.I.I.F.M.)
Physical (Px): signs
•
•
•
•
•
•
•
•
•
years off our lives; emptiness; frustration; stress
Diagnosis (Dx): root cause
T
Poor or no teamwork; “If you want it done
right... do it yourself.”
R
Bad attitude; disrespectful; whiny;
disdainful; sarcastic
U
Rigid, intolerant; judgmental; impatient;
cynical
S
Closed; shut down; unapproachable;
intimidating; bullying, intimidating, threatening,
cursing, yelling
Treatment (Rx): countermeasure #1
T.
= Team player (makes others better)
lost satisfaction and confidence (all of US)
R.
= Responsive and respectful
bad attitude; poor morale;
U.
= Understanding (w/o judgment)
poor performance
S.
= Safe (easy to approach; inviting)
lost productivity; loss of focus
loss of psychic energy; loss of sleep
rework over and over again
less time with patients; poor safety and quality
T. = Talented
E. = Executes
D. = Dedicated
our future, our profits and our souls
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
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How can we build a Patient-Accountable Culture™
without adding more to our plate?
Solution 1.1: Define “What matters most…”
P A T IPATIENT-ACCOUNTABLE
E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
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How can we build a Patient-Accountable Culture™
without adding more to our plate?
Solution 1.2: Measure “What matters most…”
P A T IPATIENT-ACCOUNTABLE
E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
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How can we build a Patient-Accountable Culture™
without adding more to our plate?
Solution 1.3: Analyze “What matters most…”
P A T IPATIENT-ACCOUNTABLE
E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
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How can we build a Patient-Accountable Culture™
without adding more to our plate?
Solution 1.4: Improve “What matters most…”
P A T IPATIENT-ACCOUNTABLE
E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
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How can we build a Patient-Accountable Culture™
without adding more to our plate?
Solution 1.5: Control “What matters most…”
P A T IPATIENT-ACCOUNTABLE
E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
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Measuring the Cultural Health of an Organization
PATIENT-ACCOUNTABLE CULTURE™
25
Measuring the Cultural Health of an Organization
PATIENT-ACCOUNTABLE CULTURE™
26
Measuring the Cultural Health of an Organization
PATIENT-ACCOUNTABLE CULTURE™
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Measuring the Cultural Health of an Organization
PATIENT-ACCOUNTABLE CULTURE™
28
PATIENT-ACCOUNTABLE CULTURE™
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How Patient-Accountable is your Culture? (0 - 36 points)
Strongly Disagree !
Disagree Neutral Agree
Strongly Agree
(0) (1)
(2) (3) 1. Our organization's culture makes patients safer.
☐ ☐ ☐ ☐ 2. Our organization's culture produces clinical quality.
☐ ☐ ☐ ☐ 3. Our organization's culture supports coordination of care.
☐ ☐ ☐ ☐ 4. Our organization's culture generates respect.
☐ ☐ ☐ ☐ 5. Team performance is not compromised due to behavior from:
Leadership
☐ ☐ ☐ ☐ Physicians
☐ ☐ ☐ ☐ Nurses
☐ ☐ ☐ ☐ Staff
☐ ☐ ☐ ☐ 6. Our organization's leadership has established a patient-accountable culture.
☐ ☐ ☐ ☐ PATIENT-ACCOUNTABLE CULTURE™
(4)
☐
☐
☐
☐
☐
☐
☐
☐
☐
30
How Patient-Accountable is your Culture? (0 - 36 points)
Average ≈ 21
• 35 - 36
=
0
• 30 - 34
=
1
• 25 - 29
=
2
• 20 - 24
=
5
• 15 - 19
=
3
• 10 - 14
=
2
• 5-9
=
0
• 0-4
=
0
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
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How Patient-Accountable am I? (0 - 24 points)
Strongly Disagree !
(0)
Disagree (1)
Neutral Agree
(2) (3) 1. My behavior makes patients safer.
☐ ☐
☐ ☐ 2. My behavior produces clinical quality.
☐ ☐
☐ ☐ 3. My behavior supports coordination of care.
☐ ☐
☐ ☐ 4. My behavior generates respect.
☐ ☐
☐ ☐ 5. Team performance is not compromised due to my behavior.
☐ ☐
☐ ☐ 6. My behavior sets the tone for a patient-accountable culture.
☐ ☐
☐ ☐ PATIENT-ACCOUNTABLE CULTURE™
Strongly Agree
(4)
☐
☐
☐
☐
☐
☐
32
How Patient-Accountable am I? (0 - 24 points)
Average ≈ 17
• 20 - 24
=
2
• 15 - 19
=
9
• 10 - 14
=
2
• 5-9
=
0
• 0-4
=
0
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
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How Patient-Accountable am I… when I’m done? (0 - 24)
Strongly Disagree !
(0)
Disagree (1)
Neutral Agree
(2) (3) 1. My behavior makes patients safer.
☐ ☐
☐ ☐ 2. My behavior produces clinical quality.
☐ ☐
☐ ☐ 3. My behavior supports coordination of care.
☐ ☐
☐ ☐ 4. My behavior generates respect.
☐ ☐
☐ ☐ 5. Team performance is not compromised due to my behavior.
☐ ☐
☐ ☐ 6. My behavior sets the tone for a patient-accountable culture.
☐ ☐
☐ ☐ PATIENT-ACCOUNTABLE CULTURE™
Strongly Agree
(4)
☐
☐
☐
☐
☐
☐
34
How Patient-Accountable am I when I’m done? (0 - 24 points)
Average ≈ 9; delta = -8
• 20 - 24
=
0
• 15 - 19
=
1
• 10 - 14
=
6
• 5-9
=
7
• 0-4
=
0
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
35
How Patient-Accountable are we? (0 - 24 points)
Think of your most T.R.U.S.T.E.D. colleague at XYZ.
Strongly Disagree !
(0)
Disagree (1)
Neutral Agree
(2) (3) Strongly Agree
(4)
1. Our behavior together makes patients safer.
☐ ☐
☐ ☐ ☐
2. Our behavior together produces clinical quality.
☐ ☐
☐ ☐ ☐
3. Our behavior together supports coordination of care.
☐ ☐
☐ ☐ ☐
4. Our behavior together generates respect.
☐ ☐
☐ ☐ ☐
5. Team performance is not compromised due to our behavior together.
☐ ☐
☐ ☐ ☐
6. Our behavior together sets the tone for a patient-accountable culture.
☐ ☐
☐ ☐ ☐
PATIENT-ACCOUNTABLE CULTURE™
36
How Patient-Accountable are we (at our best)? (0 - 24 points)
Average ≈ 22; delta = +5
• 24
=
4
• 20 - 23
=
10
• 15 - 19
=
0
• 10 - 14
=
0
• 5-9
=
0
• 0-4
=
0
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
37
How Patient-Accountable are we? (0 - 24 points)
Think of your least T.R.U.S.T.E.D. colleague at XYZ.
Strongly Disagree !
(0)
Disagree (1)
Neutral Agree
(2) (3) Strongly Agree
(4)
1. Our behavior together makes patients safer.
☐ ☐
☐ ☐ ☐
2. Our behavior together produces clinical quality.
☐ ☐
☐ ☐ ☐
3. Our behavior together supports coordination of care.
☐ ☐
☐ ☐ ☐
4. Our behavior together generates respect.
☐ ☐
☐ ☐ ☐
5. Team performance is not compromised due to our behavior together.
☐ ☐
☐ ☐ ☐
6. Our behavior together sets the tone for a patient-accountable culture.
☐ ☐
☐ ☐ ☐
PATIENT-ACCOUNTABLE CULTURE™
38
How Patient-Accountable are we (at our worst)? (0 - 24 points)
Average ≈ 9; delta = -8
• 20 - 24
=
0
• 15 - 19
=
0
• 10 - 14
=
7
• 5-9
=
6
• 0-4
=
0
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
39
How Patient-Accountable are we? (0 - 24 points)
Think of your most T.R.U.S.T.E.D. department at XYZ.
Strongly Disagree !
(0)
Disagree (1)
Neutral Agree
(2) (3) Strongly Agree
(4)
1. Our behavior together makes patients safer.
☐ ☐
☐ ☐ ☐
2. Our behavior together produces clinical quality.
☐ ☐
☐ ☐ ☐
3. Our behavior together supports coordination of care.
☐ ☐
☐ ☐ ☐
4. Our behavior together generates respect.
☐ ☐
☐ ☐ ☐
5. Team performance is not compromised due to our behavior together.
☐ ☐
☐ ☐ ☐
6. Our behavior together sets the tone for a patient-accountable culture.
☐ ☐
☐ ☐ ☐
PATIENT-ACCOUNTABLE CULTURE™
40
How Patient-Accountable are we (at our best)? (0 - 24 points)
Average ≈
• 20 - 24
=
• 15 - 19
=
• 10 - 14
=
• 5-9
=
• 0-4
=
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
41
How Patient-Accountable are we? (0 - 24 points)
Think of your least T.R.U.S.T.E.D. department at XYZ.
Strongly Disagree !
(0)
Disagree (1)
Neutral Agree
(2) (3) Strongly Agree
(4)
1. Our behavior together makes patients safer.
☐ ☐
☐ ☐ ☐
2. Our behavior together produces clinical quality.
☐ ☐
☐ ☐ ☐
3. Our behavior together supports coordination of care.
☐ ☐
☐ ☐ ☐
4. Our behavior together generates respect.
☐ ☐
☐ ☐ ☐
5. Team performance is not compromised due to our behavior together.
☐ ☐
☐ ☐ ☐
6. Our behavior together sets the tone for a patient-accountable culture.
☐ ☐
☐ ☐ ☐
PATIENT-ACCOUNTABLE CULTURE™
42
How Patient-Accountable are we (at our worst)? (0 - 24 points)
Average ≈
• 20 - 24
=
• 15 - 19
=
• 10 - 14
=
• 5-9
=
• 0-4
=
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
43
Measuring the Cultural Health of an Organization
1. Self assessment
2. Relationship assessment
3. Department, unit or team assessment
4. Leadership assessment
5. Inter-departmental assessment
6. Interdisciplinary assessment
7. Organizational assessment
8. Partnership assessment
9. New employee orientation
10.Individual assessment (performance evaluation)
PATIENT-ACCOUNTABLE CULTURE™
44
“The place we’re hating is the place we’re creating.”
T.R.U.S.T.E.D. (MORE of this)
Dystrust (LESS of this)
Team player
Poor or no teamwork; “…do it myself.”
Responsive and respectful
Bad attitude; disrespectful; whiny; disdainful; sarcastic;
“put downs”
Understanding, listening w/o judgment
Rigid, intolerant; judgmental; impatient; cynical
Safe and inviting; approachable;
protects confidentiality
Closed; shut down; threatening, unapproachable;
intimidating; bullying, cursing; gossip; “I’m done!”
Talented: knowledge, proficiency,
competency, judgment
Lacking in basic, necessary skills, competency,
experience or judgment
Executes: gets results; gets things
done;
Unable to complete assignments; error-prone, including
sentinel events or other avoidable harm
Dedication: work ethic; timeliness
Poor attendance; high absenteeism/tardiness; lazy;
leaves work for others
P A T PATIENT-ACCOUNTABLE
I E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
More specifically:
“The place we’re hating is the place we’re creating.”
T.R.U.S.T.E.D. (MORE of this)
Dystrust (LESS of this)
Team player
Poor or no teamwork; “…do it myself.”
Responsive and respectful
Bad attitude; disrespectful; whiny; disdainful; sarcastic;
“put downs”
Understanding, listening w/o judgment
Rigid, intolerant; judgmental; impatient; cynical
Safe and inviting; approachable;
protects confidentiality
Closed; shut down; threatening, unapproachable;
intimidating; bullying, cursing; gossip; “I’m done!”
P A T PATIENT-ACCOUNTABLE
I E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
Now, commit to do
one thing more…
T.R.U.S.T.E.D.
(MORE of this)
and one thing less…
Dystrust
(LESS of this)
Team player
Poor or no teamwork; “…do it
myself.”
Responsive and
respectful
Bad attitude; disrespectful; whiny;
disdainful; sarcastic; “put downs”
Understanding, listening
w/o judgment
Rigid, intolerant; judgmental;
impatient; cynical
Safe and inviting;
approachable; protects
confidentiality
Closed; shut down; threatening,
unapproachable; intimidating;
bullying, cursing; gossip; “I’m done!”
P A T PATIENT-ACCOUNTABLE
I E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
Six Degrees to the
Six Aims of the I.O.M.
Group problem solving
“Earned Trust”
W.M.M.T.P.?
!!
!!
!!
!
T.R.U.S.T.E.D.
PatientAccountable
Culture
High performance
relationships
Conflict resolution capacity
Coordinated S.T.E.E.E.P. care
P A T I E N ITN- A
O IUNNGT AI B
SC
PC
IR
N LQEU ICRUYL T U R E ™
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“It’s better to keep your eye on the ball,
than to keep your eye on the scoreboard.”
PAT I E N T- A C C O U N TA B L E C U LT U R E ™
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Today’s Objectives
1. What is culture?
•
our collective attitudes and behaviors
2. What does it mean to be patient-centered?
•
T.R.U.S.T.E.D.
3. Who owns culture?
•
I do, you do and we all do
P A T PATIENT-ACCOUNTABLE
I E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
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If you’re looking for answers...
Get involved in the discussion by
subscribing to our bi-monthly
Coach+Leader tips at
www.BedsideTrust.com
P A T PATIENT-ACCOUNTABLE
I E N T - A C C O U N T A B L ECULTURE™
C U LT U R E ™
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