Relational Coordination: Transforming Relationships for High Performance Relational Coordination...
-
Upload
stuart-walters -
Category
Documents
-
view
218 -
download
0
Transcript of Relational Coordination: Transforming Relationships for High Performance Relational Coordination...
![Page 1: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/1.jpg)
Relational Coordination:Transforming Relationships for High Performance
Relational Coordination ConferenceNovember 13, 2014
Jody Hoffer Gittell, Ph.D.Professor, Brandeis University
Executive Director, Relational Coordination Research CollaborativeChief Scientific Officer, Relational Coordination Analytics
![Page 2: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/2.jpg)
![Page 3: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/3.jpg)
What is relational coordination? How does relational coordination impact
performance in airlines, healthcare and elder care? What is the newest research?
How can organizations support relational coordination?
Getting from here to there - stories of organizational change
Today
![Page 4: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/4.jpg)
Relational coordination was discovered while studying flight
departures in the airline industry…
![Page 5: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/5.jpg)
Operations Agents
Pilots
Flight Attendants
Mechanics
CaterersCabin
Cleaners
Gate Agents
Ticket Agents
Ramp Agents
Baggage Agents
FuelersFreight Agents
Flight departure process: A coordination challenge
Passengers
![Page 6: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/6.jpg)
Relationships shape the communication through which
coordination occurs ...
Findings
![Page 7: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/7.jpg)
For better...
Shared goals
Shared knowledge
Mutual respect
Frequent
Timely
Accurate
Problem-solving communication
![Page 8: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/8.jpg)
… or worse
Functional goals
Specialized knowledge
Lack of respect
Infrequent
Delayed
Inaccurate
“Finger-pointing” communication
![Page 9: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/9.jpg)
This process is called
“Communicating and relatingfor the purpose of task integration”
![Page 10: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/10.jpg)
Does relational coordination matter for performance?
![Page 11: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/11.jpg)
Investigated performance effects of relational coordination
Nine site study of flight departures over 12 months of operation at Southwest, American, Continental and United
Measured relational coordination among pilots, flight attendants, gate agents, ticket agents, baggage agents, ramp agents, freight agents, mechanics, cabin cleaners, fuelers, caterers and operations agents
Measured quality and efficiency performance, adjusting for product differences
![Page 12: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/12.jpg)
Relational coordination drivesflight departure performance
Efficiency QualityGate time/ flight
Staff time/ passenger
Customer complaints
Lost bags
Late arrivals
Relational coordination
-.21*** -.42*** -.64*** -.31* -.50**
Flights/day -.19**** -.37*** -.30*** .13 -.22+
Flight length, passengers, cargo
.79*** .45*** .13 .12 -.54**
Passenger connections
.12** .19** .09 .13 .00
R squared .94 .81 .69 .19 .20
Observations are months (n=12) in airport locations (n=9). Standardized coefficients are shown.
![Page 13: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/13.jpg)
Relational coordination drives flight departure performance
Relational coordination
Quality/efficiency performance
index
AMR2
AMR1
UNI2
UNI1
CON1 UNI3
CON2
SWA2
SWA1
![Page 14: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/14.jpg)
Case Managers
NursesAttending Physicians
Physical TherapistsNursing
Assistants
Social Workers Technicians
Referring Physicians
Administrators
Patient care:A coordination challenge
Patients
![Page 15: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/15.jpg)
Institute of Medicine report
“The current system shows too little cooperation and teamwork. Instead, each discipline and type of organization tends to defend its authority at the expense of the total system’s function.” (2003)
![Page 16: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/16.jpg)
Physicians recognize the problem
“The communication line just wasn’t there. We thought it was, but it wasn’t. We talk to nurses every day but we aren’t really communicating.”
![Page 17: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/17.jpg)
Nurses observe the same problem
“Miscommunication between the physician and the nurse is common because so many things are happening so quickly. But because patients are in and out so quickly, it’s even more important to communicate well.”
![Page 18: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/18.jpg)
Same study conducted in hospital setting Nine hospital study of 893 surgical patients Measured relational coordination among
doctors, nurses, physical therapists, social workers and case managers
Measured quality and efficiency performance -- and job satisfaction, adjusting for patient differences
![Page 19: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/19.jpg)
Relational coordination drives surgical performance
Length of stay
Patient satisfaction
Freedom from pain
Mobility
Relational coordination
-.33*** .26*** .08* .06+
Patient age .02 .00 .01 .04
Comorbidities .09* .07 .01 .04
Pre-op status .03 .01 .20*** .28***
Surgical volume
.11** .10* .06+ .03
R Squared .82 .63 .50 .22
Observations are patients (n=878) in hospitals (n=9). Model also included gender, marital status, psychological well-being and race. Standardized coefficients are shown.
![Page 20: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/20.jpg)
Relational coordination drives surgical performance
Relational coordination
Quality/efficiency performance index
Hosp2
Hosp1
Hosp7
Hosp3Hosp9
Hosp5
Hosp6
Hosp8
Hosp4
![Page 21: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/21.jpg)
Nursing Aides
NursesActivities
Staff
TherapistsDietary Staff
Housekeeping Staff Case Managers
Referring Physicians
Attending Physicians
Elder care:A coordination challenge
Resident and family
![Page 22: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/22.jpg)
Coordination is lacking
“The problem is that doctors in acute care don’t understand what happens in long-term care or rehab. …In post-acute there’s a knowledge gap about what is going on in acute care. There often aren’t very good processes in place, so patient transitions can be very ad hoc…”
![Page 23: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/23.jpg)
Families recognize the problem
“I’m in Arizona, my mother is in Florida, and I’m working long distance to orchestrate home care. There were all sorts of scheduling mix-ups and miscommunication. The doctor’s office sent in the referral for home care, and then closed for the day. It ended up taking 36 hours to get home care. Meanwhile my mother—who is very high risk for a frightening and expensive hospitalization—was kept waiting.”
![Page 24: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/24.jpg)
Staff see the same problem
“The problem here is that people don’t talk – and it’s the residents who lose. The nursing aide knows when a resident is having trouble eating or mobilizing or is feeling down. But who is listening? She can’t talk to dietary or activities or physical therapy. Here everything has to go through the chain of command.”
![Page 25: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/25.jpg)
Study conducted in nursing homes
Fifteen nursing home study of 105 residents Measured relational coordination between
234 nursing aides, nurses, dietary staff and housekeeping staff
Measured resident quality of life, adverse events, and staff job satisfaction, adjusting for resident and staff characteristics
![Page 26: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/26.jpg)
Relational coordination drives elder care performance
Observations are residents (n=93) and staff (n=234) in long term care facilities (n=15). Model also included facility size and ownership. Standardized coefficients are shown.
Resident quality of life
Adverse outcomes(weight loss, sores,
functional loss, UTIs)
Staff job satisfaction
Relational coordination .39** -.40*** .30***
Resident age -.13 .04 .04
Resident gender .19+ -.06 -.01
Resident tenure .16 -.08 -.04
Resident severity .61 -1.90+ --
Staff language .23 -.27*** -.07
R squared (between) .24 .21 .31
![Page 27: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/27.jpg)
Relational coordination drives elder care performance
Performance index
Relational coordination
LTC11
LTC2LTC15
LTC4
LTC9
LTC5
LTC12
LTC8
LTC13
LTC10 LTC6
LTC3
LTC7
LTC1
LYC14
![Page 28: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/28.jpg)
Relational coordination and performance – the evidence across
industries
![Page 29: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/29.jpg)
RC has been studied in many industries
• Airlines• Manufacturing• Banking• Pharmacies• Accounting• Early childhood
education• Higher education
• Surgery• Med/surg• Emergency care• Intensive care• Maternity• Peri-operative• Primary care• Chronic care• Elder care
![Page 30: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/30.jpg)
And in 15 countries…• Ecuador• Japan• Korea• Pakistan• Israel• Australia
• United States• Denmark• Norway• Austria• Switzerland• Netherlands• Belgium• Scotland• Ireland
![Page 31: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/31.jpg)
Quality and safety outcomes Reduced customer complaints Increased on-time performance Reduced baggage handling errors Increased patient satisfaction with care Increased patient psychological well-being Increased patient intent to recommend Improved postoperative pain/ functioning Improved quality of chronic illness care Increased quality of life for elderly Reduced family complaints Reduced medication errors Reduced hospital acquired infections Reduced patient fall-related injuries
![Page 32: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/32.jpg)
Efficiency and financial outcomes Reduced turnaround time Reduced product development costs Increased employee productivity Reduced length of hospital stay Reduced total cost of hospital care Reduced inpatient hospitalizations Reduced total costs of chronic care Increased profit growth Increased growth of deposits Improved operational excellence
![Page 33: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/33.jpg)
Worker engagement Increased job satisfaction Increased career satisfaction Increased professional efficacy Increase competence at work Reduced burnout Increased work engagement Increased involvement at work Increased proactive work behaviors Increased motivation at work Increased psychological safety Increased learning from failures Increased reciprocal learning Increased equity of team member contribution Increased collaborative knowledge creation
![Page 34: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/34.jpg)
Client engagement Increased trust and confidence in care team
Increased self-management Increased evaluation, enrollment and
retention of drug-exposed infants Increased community linkages Increased family readiness for caregiving Increased family engagement with teachers Reduced parenting stress Increased ability to care for autistic child Increased ability to cope with needs of child
![Page 35: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/35.jpg)
For a review of 67 studies from 15 countries, see
Gittell and Logan (2014). “The Importance of Relational Coordination for Performance and How Organizations Shape Its Development.”
Working Paper, Brandeis University.
![Page 36: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/36.jpg)
Relational coordination pushes out the quality/efficiency frontier, creating greater value
Quality
Efficiency
Relational coordination
![Page 37: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/37.jpg)
Relationships of shared goals, shared knowledge and mutual respect provide an organizational culture that
supports process improvement
Why does RC improve performance?
![Page 38: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/38.jpg)
Relationships of shared goals, shared knowledge and mutual respect help
workers to connect around the customer
Why does RC improve performance?
![Page 39: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/39.jpg)
Relational coordination enables workers to achieve better quality outcomes with less wasted effort and less stress
Why does RC improve worker outcomes?
![Page 40: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/40.jpg)
For theory and evidence about how this works, see
Barbara Frederickson (2004) “The Broaden-and-Build Theory of Positive Emotions,” Philosophical
Transactions of the Royal Society of Biological Sciences.
![Page 41: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/41.jpg)
How do organizations support relational
coordination – or not?
![Page 42: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/42.jpg)
Invest in frontline leadership
Resolve conflicts proactively
Reward team performance
Select for teamwork
Measure team performance
Make job boundaries flexible
Create boundary spanners
Develop shared protocols
Develop shared info systems
Partner with suppliers
Relational Coordination
Shared goalsShared knowledge
Mutual respect
FrequentTimely
AccurateProblem-solvingCommunication
Quality & Safety Performance
Efficiency & Financial
Performance
Broaden participation in team meetings
Organizational structures that support relational coordination
Worker & Client Engagement
![Page 43: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/43.jpg)
“Here technical expertise exceeds teamwork ability as a criterion; doctors expect teamwork of others simply by virtue of the fact that they are doctors, after all.”
Select for teamwork
![Page 44: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/44.jpg)
“You’ve got to be a nice person to work here…We pick it up through their references. The doctors here are also sure to know someone who knows that doctor.. . . . Nurses like it here because physicians respect their input.”
Select for teamwork
![Page 45: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/45.jpg)
“The quality assurance (QA) committee is strictly departmental and it’s strictly reactive. Everybody is giving reports to QA but nobody is listening or learning. The QA committee satisfies hospital-wide reporting requirements. But it’s not effective. We have board members on that committee, but we still can’t get it to work. People have a bad attitude when they go. It’s a lengthy, cumbersome meeting.”
Measure team performance
![Page 46: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/46.jpg)
“Quality assurance used to be completely reactive here, with incident reports. There would be a review to determine injury or no injury. QA is more real-time now, not so reactive.”
“But we don’t have a full system in place. It’s evolving… It’s not cross-functional yet. Usually I take the nurses and the chief of the service takes the physicians. There is finger-pointing.”
Measure team performance
![Page 47: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/47.jpg)
“We have a Bone Team which includes the service line director, the case management supervisor, the head of rehab, the VP for nursing, the nurse manager, the clinical specialist, three social workers and three case managers. We generally look at system problems.”
Measure team performance
![Page 48: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/48.jpg)
“I would say that for any non-physician to challenge a physician has the whole episode laced with pitfalls. For a nurse, a therapist, a pharmacist, a social worker, a nutritionist, an occupational therapist to challenge a physician is up there with losing a job or getting a divorce—very stressful. And I can say personally as a nurse that in my more formative years that was something that you would try to avoid at all costs.”
Use conflicts to build relationships
![Page 49: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/49.jpg)
“The kinds of conflicts we often have are disagreements about the patient’s treatment plan: what it should be. It can go across all of the groups. The other big thing is getting a physician to come up to the unit, to be available. . . . We have a formal grievance process if you’re fired, but not for conflicts among clinicians. . . . There are no particular processes. We just hope people use common sense and talk to each other.”
-
Use conflicts to build relationships
![Page 50: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/50.jpg)
“We implemented training classes for all employees that teach employees how to deal with conflict resolution, including adopting appropriate behaviors. There is a Pledge to My Peers, which is a structured format for resolving conflicts in a peer-to-peer fashion. Aggrieved employees are encouraged to approach the coworker or supervisor or whoever and say, ‘I would like to speak with you regarding the pledge.’”
Use conflicts to build relationships
![Page 51: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/51.jpg)
“There are customs – like the fact that a physical therapist will never deal with bedpans and such – that go above and beyond licensing. These customs have a negative effect, like when a physical therapist will go get a nurse just to deal with the bedpan, making things difficult.”
Make job boundaries flexible
![Page 52: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/52.jpg)
“[Here] physical therapists definitely do the bedpans. You see, length of stay is so compressed and time is so valuable. You’ll only delay yourself if you try to hunt down the nurse’s aide.”
Make job boundaries flexible
![Page 53: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/53.jpg)
“The case manager does the discharge planning, utilization review and social work all rolled into one. The case manager discusses the patient with physical therapy and nursing and with the physician. He or she keeps everyone on track. The case manager has a key pivotal role – he or she coordinates the whole case.”
Create boundary spanners
![Page 54: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/54.jpg)
”Case managers have to be very very very good communicators and negotiators and very assertive but also have a good sense of timing …. Willing to be a patient advocate but also be able to balance the financial parameters and think ‘out of the box’ and have a system perspective.”
Create boundary spanners
![Page 55: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/55.jpg)
”I have about 30 patients – with that number I pretty much just go down the list and see who is ready for discharge.”
Create boundary spanners
![Page 56: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/56.jpg)
“It’s often the person who is closest to the patient who knows where the patient and the family are at. In our huddles doctors are learning to listen and not feel like they have to know everything. Everybody has a different piece of the puzzle to contribute.”
Broaden participation in meetings and huddles
![Page 57: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/57.jpg)
“I can spend half of my day tracking down patients. I will hear somebody mention somewhere in the hallway about a patient with this condition, and they’re not on my printout, so I’ve got to walk on every floor and say, ‘Do you have this patient?’ And they go: ‘Oh that patient’s on the vascular service, but yeah, I think Dr. So and So already operated on him.’ It’s ridiculous.”
Develop shared information systems
![Page 58: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/58.jpg)
“You can’t track down all of the physicians here because some of the physicians have their own system. That’s a problem – they don’t talk. Independent physicians have their own independent systems, and they only talk to themselves. I mean, so there’s a big problem. Some of them are on the email system, and some of them aren’t.”
Develop shared information systems
![Page 59: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/59.jpg)
”Information systems are important for coordination, I think, but right now they are more a hope than a reality. Our chief information officer is building a clinical and administration information system allowing patients to receive care anywhere across the continuum…For automation to work, it’s important to get a format that’s understood across specialists.”
Develop shared information systems
![Page 60: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/60.jpg)
Invest in frontline leadership
Resolve conflicts proactively
Reward team performance
Select for teamwork
Measure team performance
Make job boundaries flexible
Create boundary spanners
Develop shared protocols
Develop shared info systems
Partner with suppliers
Relational Coordination
Shared goalsShared knowledge
Mutual respect
FrequentTimely
AccurateProblem-solvingCommunication
Quality & Safety Performance
Efficiency & Financial
Performance
Broaden participation in team meetings
Organizational structures that support relational coordination
Worker & Client Engagement
![Page 61: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/61.jpg)
Leaders have a role in designing and implementing ALL of these structures
Structures can be designed to WEAKEN relational coordination or to SUPPORT
relational coordination
Bottom line
![Page 62: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/62.jpg)
Getting from here to there
![Page 63: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/63.jpg)
How do organizations learn new ways to coordinate?
Many organizations are still traditional bureaucracies with workers in their silos
Relationship patterns are deeply engrained in organizational cultures and professional identities
![Page 64: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/64.jpg)
Changing structures is not enough
Change rarely occurs simply by changing organizational structures
Need to identify and question current assumptions
Need ‘relational’ space for doing this
![Page 65: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/65.jpg)
Three kinds of interventions needed for change to “work”
Relational interventions Technical interventions Structural interventions
![Page 66: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/66.jpg)
Relational Coordination
Shared GoalsShared Knowledge
Mutual Respect
Frequent Timely
Accurate Problem Solving Communication
Relational InterventionsPsychological Safety Relational Diagnosis
Coaching & Humble Inquiry
Structural InterventionsShared Costs & Rewards
Shared AccountabilitySelect & Train for Teamwork
Conflict ResolutionMeetings & HuddlesBoundary Spanners
Shared ProtocolsShared Information Systems
Spatial Design
Performance Outcomes
QualityEfficiency
Worker EngagementClient Engagement
Innovation
Technical InterventionsGoal and Role Clarification
Process MappingStructured Problem Solving
Relational model of organizational change
![Page 67: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/67.jpg)
Three stories of change
Dartmouth-Hitchcock Varde Municipality in Denmark Billings Clinic
![Page 68: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/68.jpg)
Dartmouth-Hitchcock
![Page 69: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/69.jpg)
Dartmouth-Hitchcock
Well-known medical center in New England with long history of clinical excellence and organizational innovation
At the cutting edge of payment reform, process improvement, microsystems, and shared decision-making with patients
Building a regional Accountable Care Organization, led by CEO James Weinstein
![Page 70: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/70.jpg)
Dartmouth-Hitchcock
“Imagine a health system that focuses on health, not just health care. Our solution to the current health care model is to eliminate fee-for-service and provide service that is rewarded for quality and results, rather than volume.”
- CEO James Weinstein
![Page 71: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/71.jpg)
Dartmouth-Hitchcock
These new goals created pressure to reduce costs and increase quality throughout system
In 2013 Rich Freeman, Chair of Surgery, launched a transformation effort
From traditional silos of expertise toward team-based model of care
Some urgency due to payment reform, as well as quality and morale issues
![Page 72: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/72.jpg)
Dartmouth-Hitchcock
“There were a few wrong site surgeries and near misses [which] happened despite compliance with the checklist and timeout. The issue was rote completion of the checklist, and there wasn’t any communication and feedback.”
-Giri Venkatramen, Associate Quality Officer
![Page 73: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/73.jpg)
Dartmouth-Hitchcock
"I think morale across the organization is troubled. And I think within surgery, some of the sections are particularly troubled because for the first time ever they're having trouble making budgets. Normally surgeons are the ones who bring in the bulk of the money for institutions - sort of prized and highly valued and right now we're just expensive."
- Dale Collins Vidal, surgeon and unit chief
![Page 74: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/74.jpg)
Dartmouth-Hitchcock Change effort in 12 surgical units launched by
Freeman, and fellow surgeon Jack Cronenwett Margie Godfrey and Tina Foster (co-directors of
Microsystem Academy) played a lead role in training frontline leaders to become coaches
Leadership coaching provided by outside consultant Eddie Erlandson to enable leaders to “become vulnerable and hear from others how they can do better”
![Page 75: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/75.jpg)
Twelve participating surgical units
Vascular Urology Transplantation Plastic surgery Pediatric surgery Otolaryngology
Ophthalmology Neurology Neurosurgery General surgery Dermatology Cardiothoracic surgery
![Page 76: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/76.jpg)
Dartmouth-Hitchcock
Measured RC across all workgroups on each unit Response rates very high - 75%, 85%, 86%, 90%, 92%,
92%, 93%, 94%, 97%, 100%, 100% Scores varied across units, with high and low outliers,
and some common themes across the units regarding the seven dimensions
Goal was to feedback survey results almost immediately to each unit, with facilitated time to discuss and determine improvement steps
![Page 77: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/77.jpg)
Dartmouth-Hitchcock
”We held two sessions with the coaches and champions to prepare them for sharing the RC scores with their sections. This included rehearsals of what they will say and do with their group. Since some of the coaches are surgeons who have a mindset of diagnosis and being prescriptive, having them practice how they will coach the group was very important."
-Margie Godfrey, Coach
![Page 78: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/78.jpg)
Dartmouth-Hitchcock
“People are starting to feel comfortable talking about these things and I guess the numbers didn't look as bad as we thought. I also give credit to the leadership retreat we did with the section chiefs in December. The section chiefs are starting to feel like a team and that was never true before. It is a huge change for us here."
-Dale Collins Vidal, Surgeon and Unit Chief
![Page 79: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/79.jpg)
Feeding back the data
![Page 80: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/80.jpg)
Feeding back the data
![Page 81: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/81.jpg)
Feeding back the data
![Page 82: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/82.jpg)
Creating change at the frontline
“The surgeons were surprised by the RC results! Their ratings of others were pretty high, but the ratings of them were not as high. It was an eye opener for them. I also did one-on-ones with all the surgeons to show them what we need from them with the After Visit Summaries. Everybody's AVS’s have improved.”
-Annette Tietz, Coach for Otolaryngology Section
![Page 83: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/83.jpg)
Creating change at the frontline
"We did group exercises with the RC data. Not just with the improvement team but with everyone in the section. I developed some scenarios based on what I hear people talking about in the halls, outside my office. The scenarios were between-group, like between physicians and other groups. Some of them were simulations like 'here's your RC data and here's your budgetary data. What would you do?' The scenarios involved everyone, including the practice manager, our section chief, and our nurse manager."
-Annette Tietz, Coach for Otolaryngology Section
![Page 84: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/84.jpg)
Top leader initiatives
“We tell people what their specific goals should be. We tell them in what time period. And we expect that this is motivating when 100 years ago, we already knew that it was not. Nor is it efficient because we are not building cars. Care is complex, and we need systems thinking.”
- Stephanie Goode, Director of Organizational Learning
![Page 85: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/85.jpg)
Top leader initiatives
“A lot of our leadership development currently focuses around individual behaviors and on how people get along. Relationships do matter, but it's not just about do I get along with you. It’s do I understand your role, do you understand mine, and is this understanding built into our roles?”
-Stephanie Goode, Director of Organizational Learning
![Page 86: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/86.jpg)
Billings Clinic
![Page 87: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/87.jpg)
Billings Clinic
Innovative community owned healthcare system in Montana, Wyoming, North and South Dakota
Organized as a multi-specialty physician group practice with hospitals, clinics and long term care
Responding to payment reform – want to become an accountable care organization with bundled payments and patient-centered medical homes
![Page 88: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/88.jpg)
Billings Clinic
CEO Nick Wolter decided to meet these challenges by fostering teamwork throughout Billings Clinic
Billings had been working for years with complexity science and positive deviance
Positive deviance is an improvement methodology based on identifying high performance - then learning from those strengths
![Page 89: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/89.jpg)
Billings Clinic
”We started our change efforts in the Intensive Care Unit because the leaders there were highly respected. Introducing relational coordination was easy – they grabbed onto it very quickly. The ICU docs and the whole team have been using it to improve their work.”
-Curt Lindberg, Internal Consultant
![Page 90: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/90.jpg)
Billings Clinic ICU Connections team meets monthly to reflect on
RC survey results, find new ways to work together Led by Bob Merchant, ICU Director and Chief
Medical Officer, and Dania Block, ICU Coordinator One initiative is ICU Bingo “We encourage ICU healthcare team members to
submit cards for examples of behaviors we want to encourage in the ICU – shared goals, shared knowledge, mutual respect, communication that’s timely, frequent, accurate and focused on problem-solving.” - ICU Connections Newsletter
![Page 91: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/91.jpg)
Billings Clinic
Jen Potts, Occupational Therapist, recognized Ted, ICU Nurse, for Shared Goals, Mutual Respect, Problem Solving Communication
Dr. Davis recognized Andy and Troy from Radiology for Mutual Respect, Shared Goals and Timely Communication
Jamie Humphrey, ICU Nurse, recognized Reina, Respiratory Therapist, for Shared Goals and Problem Solving Communication
-
![Page 92: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/92.jpg)
Billings Clinic
Amber Hellekson, ICU Nurse, recognized Dr. Randall, Cardiovascular Specialist, for Shared Knowledge
Jen Potts, Occupational Therapist, recognized Kristi Nelson, Dietician, for Timely and Accurate Communication
Dr. Davis recognized Chaplain Doug Johnson for Shared Goals, Mutual Respect and Timely Communication
![Page 93: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/93.jpg)
Billings Clinic
For each submission, a story is shared:“When Dr. Yandell (cardiovascular specialist) overheard nursing staff discussing a procedure a patient had, he took the time to find an anatomical picture and explain, in depth, what took place. Amber Hellekson (nurse) wrote – ‘This was not even his patient or his service… he just took the time to offer his knowledge.’”
![Page 94: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/94.jpg)
Billings Clinic
Story from Jen:“In making discharge recommendations, Jen (occupational therapist) needs as much information as possible about any changes in routines the patient will experience and new knowledge the patient must take in. Kristi (dietician) discussed the new knowledge the patient had to acquire as well as changes in diet and how that would alter the patient’s daily routine. Kristi sharing her expertise helped Jen make a safe discharge recommendation.”
![Page 95: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/95.jpg)
Billings Clinic
Story from Dr. Davis:“When a patient is in a code situation, doctors, nurses, pharmacists and other team members are focused on working with the patient. Fortunately we have Pastoral Care to provide comfort and support to family members. Despite heroic efforts the patient died. Chaplain Doug was present and supportive to the family. Moreover he offered his compassionate support to the ICU staff, nurses and MDs.”
![Page 96: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/96.jpg)
![Page 97: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/97.jpg)
![Page 98: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/98.jpg)
Shared rewards– Accountable care – shared costs/rewards with payers– Positive recognition through RC Bingo
Shared meeting structures– Family centered rounds– ICU connections monthly meeting
Shared protocols for behavior– New Years Resolution
Shared information systems– ICU Connections newletter– Redesigned electronic health record with Cerner
Training for teamwork – Quarterly leadership course with RC focus– Include RC in internal medicine residency program
Structural interventions
![Page 99: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/99.jpg)
Varde Municipality
![Page 100: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/100.jpg)
Varde Municipality
Danish municipalities are responsible for elder care, care for children and youth, home care, drug abuse, homeless, handicapped, workforce development, cultural activities and infrastructure
Consolidated from about 300 municipalities to 98 in 2007 to handle their responsibilities
Now accountable for 20% of healthcare costs if citizen is hospitalized or visits a doctor
![Page 101: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/101.jpg)
Varde Municipality
“Some cities are setting up a body within the municipality to coordinate across professionals or bringing together professional groups to address the needs of a particular population – the elderly or troubled kids, or troubled families. Healthy Cities will require everyone working together in a new way.”
- Carsten Hornstrup, Organizational Consultant
![Page 102: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/102.jpg)
Varde Municipality
Current efforts:Wellness visits to all citizens 78 and older Outreach and support for citizens with
depression, joblessness, handicaps, drug abuse
“It doesn’t work to say do it because I am the nurse and I said so. It has to connect to something the citizen cares about.”
– Margit Thomsen, Director of Health Promotion
![Page 103: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/103.jpg)
Varde Municipality
“Say you had a stroke - we know it’s better to have exercise. That is part of this change - that you take responsibility for your own health. You cannot just go to the doctor and say, 'Cure me.' Instead it's 'take responsibility for your own life.’”
- Kirsten Myrup, Head of Health and Rehabilitation
![Page 104: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/104.jpg)
Varde Municipality
“We also do rehabilitation for those who are out of work. If you lose your work, you lose your connections with work. Within six months it is very tough to get you back into work. It’s our job to get them healthy and get them back to work again. This takes a lot of collaboration between different people.”
- Erling Pedersen, CEO
![Page 105: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/105.jpg)
Varde Municipality
“Now we have the challenge of working across sectors and we don’t know how to do it yet. These people have to get along and work together. Sometimes it works – especially at the beginning of the week [much laughter around the table]. They need to have a good relationship between each other and a good dialogue - they need to know what is going on in the other silos. Otherwise nothing works.”
- Erling Pedersen, CEO
![Page 106: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/106.jpg)
Varde Municipality
“We also need to coordinate with the GPs and the hospitals. It is a real challenge for us. We each have our own budgets and our own goals – we are not clear about our shared goals and we don’t have enough knowledge of what each other does.”
- Kirsten Myrup, Head of Health Board
![Page 107: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/107.jpg)
Relational map created by frontline leadersLow under 2,5Medium 2,5 – 3,4High 3,5 – 5
Physio-therapist
AssistantNurse 1
Admin
Hospitalnurses
AssistantNurse 1
ConsultantDementia
GP
Community Nurses
![Page 108: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/108.jpg)
Results of relational coordination surveyLow under 2,5Medium 2,5 – 3,4High 3,5 – 5
Physical Therapist
Assistant Nurse 2
Visitation
Hospital Nurses
Assistant Nurse 1
Consultant for Dementia
GPs
Community Nurses
1,96
2,36
3,11
2,00
2,83
2,61
2,81
2,65
2,00
2,91
2,29
2,14
2,00
2,52
3,51
2,91
3,41
1,35
1,98
2,78
2,05
2,51
3,47
1,941,98
2,34 2,502,262,41
1,38
2,422,42
3,54
3,61
3,54
3,502,85
2,73
2,59
2,86
![Page 109: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/109.jpg)
CEO’s perspective
"This map and the red ties we see here just reflect the way we told our employees to work. We tell them you have to go and work and do your job. We think we tell them to work together – but that’s not what they are hearing from us.”
Erling Pedersen, CEO
![Page 110: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/110.jpg)
Frontline leader initiatives
"We discussed the map with the frontline leaders and simply brainstormed possible initiatives that could handle this thing. Now we’re talking about two different things - role clarification, and building spaces for cross professional collaboration. Those are the two main things they identified to work on.”
- Carsten Hornstrup, Consultant
![Page 111: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/111.jpg)
Top leader initiatives
Top leaders are looking for ways to support these changes, combining budgets and developing new agreements with the hospitals and GPs.
![Page 112: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/112.jpg)
Relational Coordination
Shared GoalsShared Knowledge
Mutual Respect
Frequent Timely
Accurate Problem Solving Communication
Relational InterventionsPsychological Safety Relational Diagnosis
Coaching & Humble Inquiry
Structural InterventionsShared Costs & Rewards
Shared AccountabilitySelect & Train for Teamwork
Conflict ResolutionMeetings & HuddlesBoundary Spanners
Shared ProtocolsShared Information Systems
Spatial Design
Performance Outcomes
QualityEfficiency
Worker EngagementClient Engagement
Innovation
Technical InterventionsGoal and Role Clarification
Process MappingStructured Problem Solving
Relational model of organizational change
![Page 113: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/113.jpg)
Relational Coordination, Coproduction & Leadership
Shared GoalsShared Knowledge
Mutual Respect
Frequent Timely
Accurate Problem Solving Communication
Relational InterventionsPsychological Safety Relational Diagnosis
Coaching & Humble Inquiry
Structural InterventionsShared Costs & Rewards
Shared AccountabilitySelect & Train for Teamwork
Conflict ResolutionMeetings & HuddlesBoundary Spanners
Shared ProtocolsShared Information Systems
Spatial Design
Performance Outcomes
QualityEfficiency
Worker EngagementClient Engagement
Innovation
Technical InterventionsGoal and Role Clarification
Process MappingStructured Problem Solving
Frontline Leaders
Middle and Top Management
Relational model of organizational change
![Page 114: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/114.jpg)
How do we measure RC to assess current patterns and
provide feedback for learning?
![Page 115: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/115.jpg)
Measure RC to assess and diagnose
Validated tool to measure relational coordination oWithin workgroupso Across workgroupso Across highly distributed networkso Can include citizen, family, communityo Can be measured at any level of leadership and
across levels of leadership
![Page 116: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/116.jpg)
Dimensions of relational coordinationRC dimensions Survey questions
1. Frequent communication
How frequently do people in each of these groups communicate with you about [focal work process]?
2. Timely communication
How timely is their communication with you about [focal work process]?
3. Accurate communication
How accurate is their communication with you about [focal work process]?
4. Problem solving communication
When there is a problem in [focal work process], do people in these groups blame others or try to solve the problem?
5. Shared goals Do people in these groups share your goals for [focal work process]?
6. Shared knowledge
Do people in these groups know about the work you do with [focal work process]?
7. Mutual respect Do people in these groups respect the work you do with [focal work process]?
![Page 117: Relational Coordination: Transforming Relationships for High Performance Relational Coordination Conference November 13, 2014 Jody Hoffer Gittell, Ph.D.](https://reader030.fdocuments.us/reader030/viewer/2022020800/56649ddd5503460f94ad4b92/html5/thumbnails/117.jpg)
Also a diagnostic tool
Measures can be shared with participants for the purpose of organizational change
“Looking into the mirror” “Putting the elephant on the table” A starting point for conversations A starting point for innovation and change