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Read our monthly newsletter highlighting stories that will help you connect back to purpose; resources that can help achieve your personal and organizational goals; and stories of success from the field. We hope you find this useful.
Vanderbilt University Medical Center & Studer Group Launch Nationwide Study on Disruptive Behaviors
In partnership with Vanderbilt, Studer Group is launching what we believe will be the largest study of its type, with the goal of identifying the types and frequency of disruptive behaviors in healthcare and the tools and skills available to deal with them. If you work in healthcare, whether you deliver direct patient care, provide support services or serve in an administrative capacity, we invite you and your colleagues to take part in this study.
To learn more, or to complete the survey, please click here. The 20 minutes of your time to complete the survey will provide insight into the training and resources needed in healthcare organizations to address disruptive behaviors that affect the well-being of staff and the outcomes of the patients we care for. We commit to sharing the results of the study broadly and free of charge this summer.
Related Webinar Available:
Gerald Hickson, MD, Faculty, Vanderbilt University Medical Center presents an on-demand webinar that gives healthcare professionals the needed tools and strategies to address disruptive conduct, providing a comprehensive plan adaptable to all healthcare organizations.
Quint Studer to Participate in Inaugural Peter G. Peterson Health Care Summit
Friday, May 15, promises to be an exciting day! Quint Studer has been invited to participate in the Peter G. Peterson Foundation's inaugural Health Care Summit—examining cost containment and budget policies—to be held that day in Washington, D.C.
The Peter G. Peterson Foundation (http://www.pgpf.org/) is a non-partisan organization dedicated to increasing public awareness of the nature and urgency of key fiscal challenges threatening America's future, and to accelerating action on them. (They tackle a lot of tough issues but this particular event just happens to focus on healthcare.)
At Studer Group, we have deep respect for the mission of PGPF and are very grateful to be offered this incredible opportunity.
The Summit will bring together a small but influential group of top minds and stakeholders in the healthcare arena, including health care policy experts, former Cabinet and elected officials, and Nobel Prize winning economists for a productive, moderated policy discussion. With so many thought leaders gathered in one place, this event is sure to generate some innovative solutions to the complex problems facing America's healthcare system.
Click here to view a complete list of Summit participants.
What goals do the highest performing leaders set for themselves?
That's the challenge we posed to our Leadership Development experts: to identify the goals and related action plans used by high performing department leaders. After combing through the results of more than 46,000 leaders participating in our Leader Evaluation Manager software, this team identified seven high performing radiology leaders. You can click here to see the goals and 90-day action plans these top performing leaders used to achieve their stellar outcomes. Whether you work in radiology or another area, this is a helpful resource to judge whether you're setting the right goals and action steps to move your organization forward.
For more information on Leadership Evaluation Manager™, email Penelope Elebash.
"Managing Unresolved Conflicts among Senior Management"
The Leadership Impact Newsletter - Peter McGinn, PhD
Few things are more unsettling for an organization than conflicts among senior management. The ramifications often echo across the divisions of an organization and even far down into the lowest levels of the hierarchy. What is going on here? If you have unresolved conflicts between senior managers in your organization, I urge you to take a closer look. Read more by clicking here or learn more about Dr. McGinn, the newest addition to Studer Group's speaking division, by clicking here.
The Importance of Service Recovery
Have you or your staff ever been surprised by a patient complaint and wondered if you said the right thing? Well standardized key words can defuse staff tension, create positive patient perceptions of care and, ultimately, create better patient and organizational outcomes.
SELF QUIZ: How would you respond to these patient complaints?
I was told to be here at 7:00 a.m. and I wasn't taken back until 10:00 a.m. My time is valuable too, you know!
I can't sleep with all the noise around here.
Everyone complains about how overworked they are because you are short-staffed. Why don't you get more staff?
The above examples are excerpted from the book "I'm Sorry To Hear That…": Real-Life Responses to Patients' 101 Most Common Complains About Health Care by Susan Keane Baker and Leslie Bank. Click here to learn more.
40 Breakout Sessions and 8 Keynote Speakers, Including these NEW presenters:
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Rulon F. Stacey, Ph.D.
President & CEO, Poudre Vallley Health System
2008 Malcolm Baldrige Award Recipient |
Dan Wolterman
President & CEO, Memorial Hermann Healthcare System
2009 NQF National Quality Award Recipient |
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How Leading Organizations are Keeping their Focus on Quality through the Current Economic Crisis - sponsored by Modern Healthcare
Moderated by David Burda, Editor, Modern Healthcare
Click here to view the entire conference agenda and select your breakout sessions. |
Congratulations to Mariners Hospital for being selected as May's
Fire Starter of the Month
 Mariners Hospital prides itself on achieving and exceeding its high performance goals. For 2009, administration and employees are striving to be in the 90th percentile in patient satisfaction, 90th percentile in quality measures, 85th percentile in employee satisfaction and 90th percentile in physician satisfaction.
Everyone at Mariner's believes these goals are attainable. This wasn't always the case. Back in 2006, their results were below par. The decision was made to renew their commitment to service and operational excellence and hardwire tools that would help improve results. Among the tools adopted were Rounding; Thank You Notes; Key Words at Key Times; AIDETSM; and employee recognition.
To read more about Mariners Hospital and their journey to excellence, click here.
STORIES OF PURPOSE, WORTHWHILE WORK AND MAKING A DIFFERENCE
What a gift discharge phone calls can be…
The CEO of North Colorado Medical Center asked nurse leaders to start discharge phone calls in early January as the last step in implementing rounding. Pat, the director of a medical/telemetry unit, did not want to make these calls. She wasn't sure where she would find the time. She implemented it as a directive, and wasn't supportive of the proposed intended value.
Pat's very first call on Monday at 10:30am was to an elderly man who had been discharged on Sunday at 4pm. Pat spoke to the patient's wife who said he could not come to the phone because he was still asleep! This worried Pat, so she instructed the wife to hang up and go wake up the husband. Pat said she would call back in five minutes to check on them and see if he had any questions. Pat's worry was that he was dead. When she called back, the patient was not doing well so they called 911 and brought him back to the hospital. With her first post-visit phone call, she saved a life!!
The next day she rounded on the patient and his wife who kissed and hugged her and thanked her for saving his life. They were so appreciative of someone caring enough to call when they got home to check on them.
Pat now tells everyone to make these calls. She never misses an opportunity now. She says, "This is what nursing is all about; what a gift discharge calls turned out to be."
Thank you to Pat for sharing this story. Click here to learn more about discharge phone calls.
VIDEO: Equality, Compassion, Excellence, Partnership and Stewardship
This is a video from Advocate Christ Medical Center and Hope Children's Hospital on their "Standards of Behavior" based on Equality, Compassion, Excellence, Partnership and Stewardship. Click here to view.
Each month we share a compelling video story from one of our partner organizations that helps connect us back to why we entered our chosen profession within healthcare. If you have a story you would like to share with us on video, click here.
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MSNBC's Morning Joe
Quint Studer participates in National Healthcare Forum – May 2009
Segment 1 (14:38)
"Why Healthcare Reform must be Budgeted for"
Segment 2 (17:57)
"Is Investing the Antidote to the U.S. Health Crisis?
Never Having a Never Event
www.HospitalImpact.Org
April 1, 2009
Wright Medical Center honored:
Rural Hospital Thrives With Continuous Improvement and Innovation
ASQ – April 2009
Taking the Lead: When Tough Times Demand Action and Accountability
HFMA – April 6, 2009
David Fox: Hospital Review's CEO of the Year
Hospital Review Magazine
May 11, 2009
The CNO: Challenges and Opportunities on the Journey to Excellence
Nursing Administration QuarterlyApril/June 2009
www.NursingCenter.Com
Developing Tomorrow's Leaders
Hospitals & Health Networks
May 12, 2009
Excellence Effort Continues with LDI #2
Medical University of South Carolina
The Catalyst – April 3, 2009
With All Due Respect (AIDETSM) - Meaningful communication with elders comes down to courtesy, awareness and listening
ABQ Journal – April 19, 2009
Results that Last Book Review
Books and Bytes – A University of West Florida Libraries Weblog
May 4, 2009
Practicing Excellence Book Review
Leadership Development News
March 30, 2009
Upcoming Institutes and Conferences
What's Right in Health CareSM
Hyatt Regency Chicago
June 29 – July 1, 2009
Taking You and Your Organization to the Next Level with Quint Studer
Aug. 5 – 6, 2009 – Chicago, IL
Sep. 23 – 24, 2009 – Atlanta, GA
Oct. 21 – 22, 2009 – St. Louis, MO
Excellence in End-of-Life Care Institute
Sep. 2 – 3, 2009 – Chicago, IL
Practicing Excellence: The Physician Institute
Sep. 9 – 10, 2009 – Baltimore, MD
Nuts & Bolts of Service & Operational Excellence in the Emergency Department
Oct. 14 – 15, 2009 – Phoenix, AZ
Foundations of Healthcare Leadership
Oct. 27 – 28, 2009 – Baltimore, MD
Upcoming Webinars*
FREE Webinar now available
Inspired Nurse by Rich Bluni, RN
May 13, 2009
Dealing with "Special" Colleagues by Gerald Hickson, MD, Faculty, Vanderbilt University Medical Center
May 20, 2009
Leading Effective Meetings by Bob Murphy, RN, Esq., FACHE
June 2, 2009
Time and Energy Management by Beth Keane
June 17, 2009
Never Events by Julie O'Shaughnessy
*All webinars are available on-demand 24/7 for one year beginning on their start date.
CLICK HERE FOR A COMPLETE LIST OF AVAILABLE STUDER GROUP WEBINARS
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