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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.
What are the Critical Indicators that Improve Healthcare Quality and HCAHPS Results?
Recently at What's Right in Health CareSM one of the nation's leading authorities on HCAHPS, Susan Edgman-Levitan, Executive Director of the John D. Stoeckle Center for Primary Care Intervention at Massachusetts General Hospital (Boston, MA), and Karen Cook, RN and Studer Group Coach Expert, led a session entitled "HCAHPS: A Critical Indicator for Healthcare Quality." During the session they highlighted the importance of developing consistency in the implementation of many tactics, including Hourly Rounding, Discharge Phone Calls, Bedside Reports, Patient and Family Advisory Councils and much more. By the conclusion of the session, attendees were able to:
- Describe how patient perception of quality care is integrated into quality improvement efforts
- Implement steps to ensure their organization is leveraging HCAHPS results
- Respond to common questions about HCAHPS with up-to-date information available from the CAHPS team and CMS
Click here to preview the video and learn how to order streaming video of the full session.
Discouraging Disruptive Behaviors among Healthcare Professionals - It starts with a Cup of Coffee!
In partnership with Vanderbilt University, Studer Group launched a study to determine just how pervasive disruptive behaviors are within healthcare organizations and how that behavior impacts patient safety. Important findings that were highlighted in our August newsletter included the fact that 75% of respondents reported that they have been a target of unprofessional behavior at work in the past 24 months and that nearly 40% of survey respondents have changed jobs as a result. Look for an expanded set of findings in the October 26th issue of Modern Healthcare.
In a recent session at Studer Group's national conference, Dr. Gerald Hickson, from the Center for Patient and Professional Advocacy at Vanderbilt University Medical Center, highlighted three types of critical conversations that are needed to effectively address disruptive behavior by healthcare professionals. Click here to view a free preview video or to order streaming video of the full session.
Click here for more information on how to address Disruptive Behavior in the workplace.
Quint Studer Shares Tactics to Create Results That Last on National Cable Program
 Quint Studer was recently asked to be a guest on WGN-TV's MidDay News program to share tactics from his Wall Street Journal best-seller, Results That Last, that organizations can implement to build a corporate culture that consistently reaches and exceeds its goals.
Click here to view the four minute segment with Quint that aired on September 3rd.
Click here for information on how to order the Results That Last audio book.
Click here to access the tools and resources mentioned in Results That Last.
Click here for information on Quint's newest book, Straight A Leadership: Alignment, Action and Accountability.
What measureable goals do the highest performing nurse 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 47,000 leaders participating in our Leader Evaluation Manager software accelerator, this team identified the highest performing nurse managers. 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 nursing or another area, this is a helpful resource to judge whether you're setting the right goals and action steps to achieve sustainable outcomes in your organization.
To receive sample goals for your area or learn more about using goals and action plans to drive results email Penelope Elebash.
What We Permit, We Promote
Hospital leaders recently heard Studer Group coach Bob Murphy speak on the issue of negative behaviors in the healthcare environment. Saying, "What we permit, we promote," Murphy talked about the various reasons leaders tolerate such conduct and why their rationales are invalid. He also discussed tactics for dealing with the bad behaviors, such as setting clear expectations, coaching, documentation, and enforcing penalties.
Click here to preview a video of the session and to learn how to access the entire session.
To inquire about bringing Bob Murphy or other Studer Group speakers to your organization please email sheila.martin@studergroup.com.
Click here for more information on the Foundations of Healthcare Leadership institute, which will be led by Bob Murphy in Baltimore, Maryland on October 27 28.
The Resistance Reality
 (Excerpted from Chapter 1 of Excellence in the Emergency Department by Stephanie Baker, RN, CEN, MBA and Studer Group Coach)
Having worked with staff and leaders in hundreds of Emergency Departments, at Studer Group we know that ED folks are survivors. They have passion for what they do every day. And there are concrete reasons why they sometimes resist change. Let's examine a few:
- It's risky to change. Changing behaviors is risky. But often, it's riskier to do nothing.
- The purpose for change is not clear. We, as leaders, don't always communicate the "why" in a way that will engage our employees.
- They feel they lack the staff. With tight budgets, fewer nursing graduates, and many leaving the profession, ED staffing shortages are common.
- There is fear of failure. Employees wonder, Can I do it? or I don't know how or We already tried that, and it didn't work.
- They lack the will. If your staff lacks skill, then are they teachable? If so, training is the answer. If it's a lack of will, you'll need to connect to purpose, set clear expectations, and hold low-performing employees accountable with an "up or out" approach.
Once you understand the reasons for resistance, you can address them. In fact, the main ways to effectively address employee resistance are: 1) strong communication, 2) effective training, and 3) consistent reward and recognition.
Click here to read a complimentary excerpt from Excellence in the Emergency Department.
Click here for more information on Studer Group's Nuts and Bolts of Operational Excellence in the Emergency Department institute.
Studer Group wants your Input!
We are beginning development on our 2010 On-Demand Videos and want to give you the opportunity to provide input on topics that will make a meaningful impact on you and your organization. What topics would you like an hour of training on from a Studer Group expert, delivered online?
Click here to submit your ideas by Friday, October 9th.
 Congratulations to CHRISTUS Hospital St. Elizabeth & St. Mary for being selected as the September Fire Starter of the Month!
CHRISTUS Hospital St. Elizabeth & St. Mary, a 661-bed Catholic, not-for-profit health care facility, with campuses in Beaumont and Port Arthur, Texas, is recognized both locally and nationally as the health care leader in Southeast Texas. They are much more than a provider of health services; CHRISTUS Hospital embraces a culture committed to responding to the needs of those they are called to serve, while delivering high quality care that is accessible to all. The one tactic they contribute much of their success to is rounding on patients.
Click here to learn more about CHRISTUS Hospital St. Elizabeth & St. Mary and the Fire Starter of the Month award.
View this inspirational video of Kourtney Thomas, a young, breast cancer survivor, and her mother, Paula Lee Rosario, as they share Kourtney's experience at Advocate Trinity Hospital on the south side of Chicago. They express how Trinity's Breast Cancer Advocate, Helene Cohen, her surgeon, Dr. Ken Richards, and so many others helped to ease Kourtney's anxiety with their compassion and positive attitude.
Click here to view the video. |
Healthcare Workers Still Face Intimidating and Disruptive Behavior
HealthLeaders Media
September 24, 2009
75% of Providers Report Experiencing Disruptive Behavior; 26% Changed Jobs
PSQH.Com September 2009
Words that Save - Ensuring that "never events" never happen
Rich Bluni, RN and Julie O'Shaughnessy
MHS magazine Fall 2009
Recession RX For Business
Quint Studer
St. Louis Small Business Monthly
September 2009
Communication Excellence with Dan Collard of Studer Group
24X7 magazine November 2008
Common Pitfalls of "Lean" Management with Craig Deao of Studer Group
Hospital Review magazine
September 17, 2009
Modern Healthcare's 100 "Best Places to Work in Healthcare" list released
Modern Healthcare magazine
September 8, 2009
Advocate Hope Children's Hospital Recognized for Service and Operational Excellence
NewLenoxPatriot.Com
September 1, 2009
Capella Healthcare Named One of the Fastest Growing Companies in Tennessee
BusinessWire.Com
September 8, 2009
White Plains Develops Bundle to Improve Communication
Nurse.Com September 21, 2009
Create a Contract to Regulate Workplace Behaviors
Talent Management August 2009
Book Review: "Engaging Physicians: A Manual to Physician Partnerships" by Dr. Stephen Beeson
Quality Digest July 31, 2009
Upcoming Institutes and Conferences
Taking You and Your Organization to the Next Level with Quint Studer
Oct. 2122, 2009 - St. Louis, MO
Nov. 1819, 2009 - Denver, CO
Dec. 910, 2009 - Tampa, FL
Jan. 2021, 2010 - Pensacola, FL
Feb. 1718, 2010 - Los Angeles, CA
March 910, 2010 - Dallas, TX
Nuts & Bolts of Service & Operational Excellence in the Emergency Department
Oct. 1415, 2009 - Phoenix, AZ
Foundations of Healthcare Leadership
Oct. 2728, 2009 - Baltimore, MD
Upcoming Webinars*
FREE STREAMING VIDEO NOW AVAILABLE:
Inspired Nurse by Rich Bluni, RN
Work-Life Blend and Healthcare by Jackie Gaines, MS, BSN
LAUNCHING SOON:
Working with your Leader The Power of Aligned Messages
Bob Murphy, RN, Esq., FACHE
Available starting October 7, 2009
Physician Accountability
Wolf Schynoll, MD, FACEP
Available starting October 21, 2009
*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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