TIM LARKINS DIRECTOR OF PATIENT ACCOUNTS

SERVICESGREENVILLE HOSPITAL SYSTEM

Journey to Excellence

Personal Background

Christie and TimSince 1992

Catie (15) and Trent (17)

Personal Background

Professional Background

Baptist Hospital Nashville, TN

Professional Background

Clarksville Memorial HospitalClarksville, TN

Professional Background

Laurens County Health Care SystemClinton, SC

Professional Background

Greenville Hospital SystemGreenville, SC Greenville Hospital System

Main Campus

The Great Awakening

“It takes less time to shine than it does to whine.”

“The person who hears the complaint . . .

. . . becomes the

patient’s saint.”

“Be the change you want to see in the world.” Gandhi

Obstacles to Changing the Culture

The current culture kingdom Royalty (The Untouchables)

Their expectations are extremely high Their commitment is extremely low

Sages (The Clergy) They know all of the “rules” Predict the program will “crash and burn”

Protectors (Mercenaries) Aka your medical staff

Serfs Everyone else not willing to buck the current culture

Obstacles to Changing the Culture

No vision of your organization as it should be

"Life as it is. I've lived for over forty years, and I've seen life as it is – pain, misery, cruelty beyond belief. I've heard all the voices of God's noblest creatures – moans from bundles of filth in the street. I've been a soldier and a slave. I've seen my comrades fall in battle, or die more slowly under the lash in Africa; I've held them at the last moment. These were men who saw life as it is. Yet they die despairing, no glory, no dray of last words – only their eyes, filled with confusion, questioning "Why?" I do not think they were asking why they were dying, but why they had ever lived.

  "And life itself seems lunatic; who knows where madness lies. Perhaps to be too practical is madness. To surrender dreams – this may be madness. To seek treasure where there is only trash, too much sanity may be madness! And maddest of all, to see life as it is and not as it should be!"

- Cervantes from Man of LaMancha

Obstacles to Changing the Culture

Paralysis by analysisPerfection mentalityFear of failureLack of committed leadership

Before Continuing, Ask Yourself . . .

What would I do if . . . I were not

afraid?

Benefits

Financial Creating “customers for life”

Sharing positive stories Eliminating most of the negative stories

Reducing your turnover rate Approach employees worth recovering within the first 24

hours of their resignation. Ask what would need to change in order for them to stay. Accommodate if possible.

(Hint: People do not quit their jobs . . . they quit their

bosses.)

Benefits

Creating Value

Value = Quality/ Cost

Benefits

Safety Turnover rate and employee satisfaction scores have

direct influence on :

Outcomes

Mortality rate

Personal Take Aways

Passion, active engagement, and directed focus greatly reduce the odds of failure.

Gain by going against the grain.

Influence is a powerful tool.

Influence is a powerful tool

Personal Take Aways

The journey is much more rewarding than the destination.

Don’t be afraid to throw yourself with abandonment into something bigger than yourself.

A growing passion for the goal will eliminate your fear.

The Simple Challenge

Be the change you want to see in your area of influence.