Leadership - Track # 7
Development of Frontline Staff
9:35 am - 10:35 am
Development of Frontline Staff
Joanne Jeffords, MPA, RN, Catholic Healthcare West
Joanne Jeffords described how the development of front line leaders relies on the ability to recognize common
performance and personality traits and to identify the resources necessary for front line leaders in performance
improvement.
Characteristics of a Great Leader
- Listens
- Open Minded
- Diplomatic
- Encouraging/Enthusiastic
- Consistent
- Honest
- Has Integrity
- Disciplined
- Passionate
- Risk-taker
- Positive approach and ‘can do’ attitude
What you should do:
- Resist the pull to administrivia
- When rounding – ask specific questions, then listen
- Schedule time
- Public Recognition
- Engage Human Resources
- Get connected – use resources
Nurse-Physician Unit Leaders: A Strategic Alliance for Quality and Patient Safety
10:55 am - 11:55 am
View the video of this session
Nurse-Physician Unit Leaders a strategic aliance for quality and patient safety
Trudy Johnson, MA, RN, NEA-BC and Dolly Goel, MD, Santa Clara Valley Medical Center
Creating In-patient Dyads provides a strong strategic alliance when physicians partner with nurse managers
to improve performance. This partnership can improve performance for quality issues such as patient flow
and regulatory/accreditation compliance, more than traditional physician leadership roles or a nurse manager
alone.
The following projects support strategic alignment to improve quality, access, finance, professional excellence
and the customer experience:
- ED and Hospital Overcrowding Plan
- Medical short stay unit
- Discharge delays
- Evidence-based criteria for step-down and telemetry unit
- Pediatric patient satisfaction
Santa Clara Valley Medical Center’s process included:
- Two improvement projects per dyad
- Worksheet provided to assist with project, time management, resources
- Focus on one (or more) of four objectives ( Quality/patient safety, Customer/Patient Satisfaction, Operational/financial improvement, Healthcare team)
- Ability to measure outcomes
Factors for Success:
- Picking the right people
- Mentoring and coaching – initially done with similar teams, now it has evolved to one-on-one for more leadership development
- Sharing best practices
- Monthly meeting –one dyad highlights their project
- Organization culture change to seek dyads as team
- Recognition of their leadership
Crew Resource Management
2:20 pm - 3:20 pm
John Nance, JD
A horrific accident, killing hundreds of people, changed the thinking of the aviation industry to address the
human component involved in accidents. The question became, “How do we make human beings reliable,
when they are not?” The lessons learned from aviation about human factors are an important component in
improving safety for patients.
Crew Resource Management teaches:
- Everyone in the cockpit is trained, not just the captain
- Encourage the crew to talk to each other
- Situational awareness — know what is going on around you, trust if something doesn’t feel right and speak up
- Teamwork is key
- Promote a collegial team relationship — where everyone cares for each other, and the patient
Link to complete list of presentations and highlights from the 2010 Exchange
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