Flagler Build and Sustain ____________________ Owner versus Renter Who is My Customer
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Flagler Build and Sustain____________________Owner versus RenterWho is My Customer
Regina Shupe MSN, RN Julie Kennedy BSN, RN
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The Build and Sustain Map
Standardization AcceleratorsMust Haves®
Performance Gap
Objective Evaluation
SystemLeader
Development
Foundation Breakthrough
STUDER GROUP®:
Agreed upon tactics and behaviors to achieve goals
Re-recruit high and middle/solid performers
Move low performers up or out
Critical Conversations
Skill versus will
Processes that are consistent and standardizedProcess Improvement
PDCALeanSix Sigma Baldrige Framework
Software
Aligned Goals Aligned Behavior Aligned ProcessLeaders must have skills in validation and inspiration to take organization to next level. They cannot take organization to next level if they cannot take themselves to next level
BE SURE LEM goals are weighted and banded to drive results!
Rev 4.8.11
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Foster Owner Behavior
What behaviors go with owning versus renting?
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Foster Owner Behavior
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Owner versus Renter Exercise
Read each scenario
Document specific behaviors that demonstrate ownership versus renter-ship of our patients and their families
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Owner and Always
Where does “always” fit in ownership and renter-ship?Is it ok to take good care of people (or even animals) just some or most of the time?
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Little Owners or Big Owners?
“My” patients versus “Our” patients We all collectively own the patient experience, regardless of where a patient is in the hospital.
Moving patients, handoffs, collaborating on patient must all be seamless to the patient and centered aroundwhat is best for the patient – not what is “convenient”.
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“Everyone who interfaces with me (my department, my practice, my hospital,
etc.) is my customer.”
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Who is My Customer? Worksheet Exercise
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Copy of Action Plan Here
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Copy of Linkage Grid Here
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Julie Kennedy BSN, R
N
Studer Coach
www.studergroup.co
m
julie.ke
nnedy@stu
dergroup.com
If you want to build a shipdon’t tell people to collect wood
and don’t assign them tasks and work but rather teach them to long
for the endless immensity of the sea.-Antoine de Saint-Exupery