Stanford’s Cancer Center South BayKatie Abbott, Senior Program Manager – Business Operations

A Humbling Leadership Journey Through Pain & Empowerment

Purpose

“You’re not building a building... You’re building a

culture.”

Imagine…

“Go See” Drives “Go Do”

One Approach Designed a picture roster for committee;

implemented name cards for identification Set up i-volunteer site for interview sessions Recruited and facilitated membership for three new

members Reviewed job description and advocated for Patient

Advocate position 3 members trained as Volunteer Navigators in July

2015 and continue under Guest Services’ guidance Reviewed design and fabric for South Bay robes;

recommending waffle pattern, tie and washable blend

Five PFAC members met with Palliative Care in May, 2015 reviewing issues, including, marketing of palliative care

Conference Attendance: Living Well; Patient and Family Centered Care conference

Contributed names to invite and helped work on June 26, 2015 Ribbon Cutting

Attended July 9, 2015 Physician Open House and Celebration

Participated as panel speaker at Open House for breast cancer program

Brainstormed and recommended interview questions Participated in over 300 interviews of candidates Supported media outreach and gave input to focus

on “Cancer Center, designed by patients for patients” for South Bay media campaigns

SHC Article Spring 2015, Q and A Interviewed in Stanford Daily, San Jose Mercury

News; on web site Print, post card and major news ad campaign - ran in

every paper multiple times - July – September, 2015 Featured in radio spots Marketing Video opportunity Participation in 3 “Day in the Life” Acted as docents for community tours at Open

House Assisted with signage for Radiology, Clinics, Waiting

Spaces, the Nuclear Medicine Therapy Areas and Stairwells

Participated in 4 Orientation Meetings Reviewed/ approved Expectations Agreement Reviewed Telephone Tree Options Reviewed iPad Distribution and Program of work

with Nancy Discussed Breast Reconstruction education program

and follow up with Surgeon, recommending media professionals to help.

Weighed in on financial counseling need and way finding

Reviewed complementary therapy programs, such as Meet and Move Project Consultants and Initiated contact for PAWS program

Attended several daily management huddles Successful leadership transition in Dec., 2015 PFAC/Building Accomplishments - Under Kate’s

invitation, the group started doing building reviews immediately:

RTLS Review in Palo Alto – tour of two alternatives Reviewed art work and visited University of Santa

Clara to see recommended artist Reviewed Parking and signage in garage Signage; onstage –offstage review

Review of furniture at LPCH Innovation Lab in Menlo Park

Resulted in ~$400 cost savings per infusion chair Resulted in changes to fabric in café to create a

warmer environment Installation of curtains in the Infusion Treatment

Center for increased privacy Review of Redwood City Infusion Treatment Center

7/14/14 Facility & furniture review and

recommendations Resulted in ~$400 cost savings per infusion

chair Resulted in changes to fabric in café to

create a warmer environment Installation of curtains in the Infusion

Treatment Center for increased privacy Interviews of all final CCSB candidates Participation in Day in the Life events before July

2015 opening Participation in Open Houses as speakers, docents Participation in Orientation for new employees Participation in Day in the Life rehearsals Participation in Public Relations and Media

campaign Review patient satisfaction scores & recommend

process optimization opportunities Partner with operational areas to improve existing

workflows

100% of staff interviewed by a patient & a non-hiring

Cancer Center leader.

Know Your Sphere of ControlExternal

Internal

“Go Slow” to “Go Fast”External

Earn the right to tell your story

Internal

Impact How People SeeExternal

Earn the right to tell your story

Internal

Impact How People Experience External

Earn the right to tell your story

Mutual Learning & Engagement

Internal

Human-Centered DesignExternal

Earn the right to tell your story

Problem Solving at

Speed

Mutual Learning & Engagement

Internal

Designed a picture roster for committee; implemented name cards for identification

Set up i-volunteer site for interview sessions Recruited and facilitated membership for three new

members Reviewed job description and advocated for Patient

Advocate position 3 members trained as Volunteer Navigators in July

2015 and continue under Guest Services’ guidance Reviewed design and fabric for South Bay robes;

recommending waffle pattern, tie and washable blend

Five PFAC members met with Palliative Care in May, 2015 reviewing issues, including, marketing of palliative care

Conference Attendance: Living Well; Patient and Family Centered Care conference

Contributed names to invite and helped work on June 26, 2015 Ribbon Cutting

Attended July 9, 2015 Physician Open House and Celebration

Participated as panel speaker at Open House for breast cancer program

Brainstormed and recommended interview questions

Participated in over 300 interviews of candidates

Supported media outreach and gave input to focus on “Cancer Center, designed by patients for patients” for South Bay media campaigns

SHC Article Spring 2015, Q and A Interviewed in Stanford Daily, San Jose Mercury

News; on web site Print, post card and major news ad campaign - ran in

every paper multiple times - July – September, 2015 Featured in radio spots Marketing Video opportunity Participation in 3 “Day in the Life” Acted as docents for community tours at Open

House Assisted with signage for Radiology, Clinics, Waiting

Spaces, the Nuclear Medicine Therapy Areas and Stairwells

Participated in 4 Orientation Meetings Reviewed/ approved Expectations Agreement Reviewed Telephone Tree Options Reviewed iPad Distribution and Program of work

with Nancy Discussed Breast Reconstruction education program

and follow up with Surgeon, recommending media professionals to help.

Weighed in on financial counseling need and way finding

Reviewed complementary therapy programs, such as Meet and Move Project Consultants and Initiated contact for PAWS program

Attended several daily management huddles Successful leadership transition in Dec., 2015 PFAC/Building Accomplishments - Under Kate’s

invitation, the group started doing building reviews immediately:

RTLS Review in Palo Alto – tour of two alternatives Reviewed art work and visited University of Santa

Clara to see recommended artist Reviewed Parking and signage in garage

Signage; onstage –offstage review Review of furniture at LPCH Innovation Lab in Menlo

Park Resulted in ~$400 cost savings per infusion chair Resulted in changes to fabric in café to create a

warmer environment Installation of curtains in the Infusion Treatment

Center for increased privacy Review of Redwood City Infusion Treatment Center

7/14/14 Facility & furniture review and

recommendations Resulted in ~$400 cost savings per infusion

chair Resulted in changes to fabric in café to

create a warmer environment Installation of curtains in the Infusion

Treatment Center for increased privacy Interviews of all final CCSB candidates Participation in Day in the Life events before July

2015 opening Participation in Open Houses as speakers, docents Participation in Orientation for new employees Participation in Day in the Life rehearsals Participation in Public Relations and Media

campaign Review patient satisfaction scores & recommend

process optimization opportunities Partner with operational areas to improve existing

workflows

So What?

100% of staff interviewed by a patient & a non-hiring

Cancer Center leader.

Humbling Leadership Lessons • Align to your purpose• Know when to shift your

approach and when to let go• Human centeredness requires

solving the right problems at the right time

• See “NO” as an opportunity to be empathetic and meet people where they are