Ever been in the situation where you've had a problem to solve, and you've 'tried everything', only to be frustrated, by a continuing lack of progress?
Runners call it 'hitting the wall', writers call it 'writers block'. Its happened to us all at one time or other. It happens most in complex situations involving interpersonal relationships, where feelings, motivation, and passion are just as valid as logic and Excel.
So how do you break through?
Coaching is a particularly effective way. Having someone challenge/rethink the fundamental belief systems that created the problem for you in the first place is often a good way to see a problem in a new light, and forge a truly creative path.
Reflection works too. Through prayer, meditation, or deep thought, inner reflection can also bring about constructive ideas that lead to change. You may find though, that the vacuum of reflection may not be enough to validate your solution, and an external sounding board may be a useful person to guide your new-found wisdom.
Listening and internalizing the ideas of others who've been there is a combination of Coaching and Reflection, and is a very effective way to gain insight, inspiration, and energy. I've found it to be particularly helpful in generating ideas for business solutions.
That's why I recommend the Healthcare Service Excellence Conference, and urge you to save the dates of January 26-28, 2011. The theme of this year's conference is The Inspiration to Lead, the Solutions to Succeed.
...in this rapidly changing world where patient experience as measured by HCAHPS, employee engagement, and leadership skills are vital to solve problems, the first-rate agenda and roster of presenters will be a terrific start to the new year.
I hope to see you there.
Showing posts with label Healthcare Service Excellence Conference. Show all posts
Showing posts with label Healthcare Service Excellence Conference. Show all posts
8/31/10
Engagement, service, and sustainability.
I've been writing alot lately about how improved communication from managers can benefit the manager's direct reports as well as how this can have an impact on the collective engagement levels in an organization.
As employees become more engaged in their work, they are more likely to expend their discretionary effort in the performance of their jobs...which increases productivity.
...but what of the impact on service?
No matter how pre-defined service levels may be in an organization, by its very nature, service relies on the consistency-of-energy expenditure of the server. Low-energy expenditure, low quality of service. High-energy expenditure, higher quality of service.
At a macro level, managing service really is an exercise in managing the energy expenditure of service deliverers (regardless of the enterprise). If we assume that (nearly) every service deliverer who shows up for work is ready to expend some level of energy, the challenge for managers of service quality is to consistently maximize both effort and ability expended during a shift.
The importance of this challenge is amplified in settings where service errors can be directly quantified as lost market share, revenue, or Medicare reimbursement (as outlined in the value-based purchasing provisions under healthcare reform).
Service workers that understand their role in the organization also understand the organization's objectives, get clear task direction, consistent and frequent feedback, understand safety procedures, and have a healthy relationship with cooworkers are more likely to be involved in their job at a level approaching 'self identification'.
If your staff would say 'yes' to each of the attributes listed above, you're well on your way to enjoying the benefits of engagement, and so are your customers, as higher-than-market service scores accompany market leaders in employee engagement.
...so when you've arrived at this lofty plateau, your challenge is sustaining it!
It's not as daunting a task as it might appear, but it does require consistent focus and determination to remain in your leadership position. Regular organization-wide engagement surveys are a good way to keep this focus, and at the same time signalling to the staff that this is a priority.
Best practice is to punctuate annual surveys with periodic 'hot spot' surveys, to assure that performance improvement plans are being carried-out effectively.
As employees become more engaged in their work, they are more likely to expend their discretionary effort in the performance of their jobs...which increases productivity.
...but what of the impact on service?
No matter how pre-defined service levels may be in an organization, by its very nature, service relies on the consistency-of-energy expenditure of the server. Low-energy expenditure, low quality of service. High-energy expenditure, higher quality of service.
At a macro level, managing service really is an exercise in managing the energy expenditure of service deliverers (regardless of the enterprise). If we assume that (nearly) every service deliverer who shows up for work is ready to expend some level of energy, the challenge for managers of service quality is to consistently maximize both effort and ability expended during a shift.
The importance of this challenge is amplified in settings where service errors can be directly quantified as lost market share, revenue, or Medicare reimbursement (as outlined in the value-based purchasing provisions under healthcare reform).
Service workers that understand their role in the organization also understand the organization's objectives, get clear task direction, consistent and frequent feedback, understand safety procedures, and have a healthy relationship with cooworkers are more likely to be involved in their job at a level approaching 'self identification'.
If your staff would say 'yes' to each of the attributes listed above, you're well on your way to enjoying the benefits of engagement, and so are your customers, as higher-than-market service scores accompany market leaders in employee engagement.
...so when you've arrived at this lofty plateau, your challenge is sustaining it!
It's not as daunting a task as it might appear, but it does require consistent focus and determination to remain in your leadership position. Regular organization-wide engagement surveys are a good way to keep this focus, and at the same time signalling to the staff that this is a priority.
Best practice is to punctuate annual surveys with periodic 'hot spot' surveys, to assure that performance improvement plans are being carried-out effectively.
5/5/10
Are you an 'inspirer'?
Sylvia Ann Hewlett, an economist and the founding president of the Center for Work-Life Policy blogs that "Leaders who still believe that inspiring employees should take a backseat to cost-cutting need to look to Apple."
She gives a few examples of inspiring leaders in her article, that, while not necessarily relevant in a hospital setting, are certainly enough to get us thinking outside of the box.
I'm writing to you today on the topic of inspiration, because it's my belief that without an inspired workforce, you're dead in the water. With HCAHPS value-based purchasing looming on the horizon, an inspired workforce that's focused on delivering outstanding service has never been more important.
I strongly urge all Administrators, PI Directors, CNO's, Service Excellence councils and others involved in HCAHPS management to seize the remaining few months before VBP kicks-in, to instill a culture that is fanatical about the patient experience (before it adversely affects your Medicare reimbursement).
One of the most inspirational activities that a manager can schedule is attending the Healthcare Service Excellence Conference. The 11th Annual event will be held January 26-28, 2011 in New Orleans. While details will follow shortly, I urge you to save this date and plan to attend this important event that for the last 5 years has scored 98% in Delegate Satisfaction.
She gives a few examples of inspiring leaders in her article, that, while not necessarily relevant in a hospital setting, are certainly enough to get us thinking outside of the box.
I'm writing to you today on the topic of inspiration, because it's my belief that without an inspired workforce, you're dead in the water. With HCAHPS value-based purchasing looming on the horizon, an inspired workforce that's focused on delivering outstanding service has never been more important.
I strongly urge all Administrators, PI Directors, CNO's, Service Excellence councils and others involved in HCAHPS management to seize the remaining few months before VBP kicks-in, to instill a culture that is fanatical about the patient experience (before it adversely affects your Medicare reimbursement).
One of the most inspirational activities that a manager can schedule is attending the Healthcare Service Excellence Conference. The 11th Annual event will be held January 26-28, 2011 in New Orleans. While details will follow shortly, I urge you to save this date and plan to attend this important event that for the last 5 years has scored 98% in Delegate Satisfaction.
SVEHMAAMYRQP
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