The Learning Collaborative:Resources for Talent Management

The Learning Collaborative

Talent Management Resources

• EAP Services

• Faculty Development

• Leadership Development (HR OE&D)

• Lean Management

• MHealthy

• Nursing Education

• Patient & Family-Centered Care

• Service Excellence

The Learning Collaborative

The Learning Collaborative

HR-OELeadership Development

• Classes• Influencer (Change Management)• Crucial Conversations• Crucial Accountability• Expect Respect

The Learning Collaborative

Leadership Development

• Session Topics:• Change and Transition Management• Communication Styles• Cultural Competency • Employee Engagement• Leadership Performance Development & Planning• Team Building

The Learning Collaborative

Leadership Development

• UMHS Leadership Reference Wiki• Google: ummsconfluence.com

• Resources include• Videos• PPT slides• Articles• Classes• Readings

The Learning Collaborative

Lean Management

The Learning Collaborative

1. Improve employee engagement2. Improve your work3. Improve communication between Leaders, Faculty and Staff4. Solve problems faster at root cause5. Go home happier

Why Take Advantage Of MQS People Development Opportunities?

What are the benefits to leaders, faculty and staff?

The Learning Collaborative

Michigan Quality System – Lean Health Care CoursesLean Overview – 4 hours

Goals-• Understand the Michigan Quality System structure, goals and objectives. • Provide a basic overview of lean thinking tools and techniques.• Understand the application of Value Stream Mapping and problem solving in every day work.

Lean Healthcare – 2 days

Goals-• Create an awareness of how UMHS is using Lean Thinking as a business system to support its

mission and achieve its goals. • Expose participants to the fundamental principles, concepts and tools of Lean Thinking and how

they apply in health care. • Prepare participants to begin to engage in lean improvement work; Provide an enhanced view of

lean thinking tools and techniques through simulation exercises and application; Provide more limited practice in the tools and techniques.

• Provide basic experience with lean tools and techniques using the individual team’s real work problem.

• Provide an introduction to the A3 as a problem-solving tool along with leadership and change management techniques in a Lean environment.

The Learning Collaborative

Michigan Quality System – Lean Health Care Courses

Lean Healthcare – 4 days

Goals-• Create a deep understanding of how UMHS is using Lean Thinking as a business system

to support its mission and achieve its goals. • Apply fundamental principles, concepts and tools of Lean Thinking in a simulation

model; Apply these principles, concepts & tools in health care and to their work setting. • Develop a lean mindset and understanding of lean principles and concepts (e.g., value

in the eyes of the customer, one piece flow vs. batch and queue, types of waste). • Prepare participants to apply lean methods and tools (e.g., error proofing, leveling,

value stream mapping, 5S, visual management, A3 problem solving, root cause analysis) in their work.

• Practice the tools of Lean Thinking using simulation as well as extensive practice using a real work problem.

.

The Learning Collaborative

The Learning Collaborative

What are Leaders, Faculty and Staff saying?

Lean Project Intervals:

Lean In Daily Work Intervals:

Managing to Learn:

The Learning Collaborative

The Learning Collaborative

MHealthy

The Learning Collaborative

MHealthy Services• Nutrition and Weight Management

– MHealthy Ready to Lose Program– Weight Watchers subsidy– Nutrition Consultations– Cooking Classes

• Physical Activity– Exercise Classes– Personal Training– Personal Exercise Sessions

• Tobacco Consultation & Alcohol Management Services• MHealthy Rewards

PM - pg. 12

The Learning Collaborative

MHealthy Services• Occupational Health Services

• Work-related injury and illness care• Annual assessments, surveillance, immunization & vaccination• Medical ergonomic services• Key partner in disability management and RTW

• Mental and Emotional Health Services• Employee Assistance Program

(EAP) - Free, confidential short-term counseling and support

• MHealthy Thrive! – stress and energy management programs & activities

The Learning Collaborative

MHealthy – What we are doing to change our environment

• Large-scale, free, fun programs– Active U– Chef Demos– Special Events (e.g. Mgames)

• Environmental Support– Healthy catering, dining, & vending options– Ergo matching grants– Walking maps & fitness center discounts– Smoke-free campuses

PM - pg. 13

The Learning Collaborative

Website: www.mhealthy.umich.eduEmail: mhealthy@umich.edu

Phone: 734-647-7888

Contact MHealthy

The Learning Collaborative

MLearning

The Learning Collaborative

Building a cadre of world class educators• Educator and Trainer Development• Instructional Design Principles• Do-It-Yourself Content Development• Honoring and Recognizing Educators across the UMHS

The Learning Collaborative

• A 2-day intensive, immersive and interactive course on the methodologies of teaching adults in a fast-paced, ever-changing healthcare organization.

The Learning Collaborative

• Monthly Inservices for Educators, Teachers, Trainers – any one with teaching or training as part of their role or responsibility.

• Topics focus on improving outcomes from teaching, learning and training.

The Learning Collaborative

Tools, Tips, Tricks and At-the-Elbow support from start to finish.

One-on-one instruction to get you started.

Consultation on content design

Learning Management support for assignment, tracking, reporting.

DO-IT-YOURSELF ONLINE LEARNING

The Learning Collaborative

Recognizing the role, effort and importance educators play in patient care and outcomes.

• UMHS Educator Advisory Committee will select winners

• Winners announced at March, 2014 Learning Series Presentation.

Learning Catalyst Award

The Learning Collaborative

Patient & Family-Centered Care

The Learning Collaborative

Patient & Family Centered Care

The Learning Collaborative

IPCE

Michigan Medical Home Patient

and Family Centered

Care (PFCC)

Highest Quality Clinical

Care

SafetyService Excellence

Care Coordinati

on

Facilities, Amenities,

and Aesthetics

Ideal Patient Care Experience

The Learning Collaborative

Hardwiring PFCC• Recognize patients and families know themselves better than we

know them.

• Choose words that are welcoming and engaging in spoken and written language (signs, policies).

• Engage the patient and family voice both at the point-of-care and in conference and classrooms.

• Incorporate patient, family and staff stories to make lessons more personal and powerful.

• Recognize that “moments of truth” positions are often non-clinical positions.

• Incorporate PFCC philosophy into all HR processes.• Share best practices to transform small scale changes to hospital-

wide standards of practice.

The Learning Collaborative

PFCC ProgramFormal mechanism for involving patients/families, faculty/staff, and students as partners for policy and program decision making in health care settings. Direction is determined by “patient and family-identified” needs rather than professional assumptions.

• Improve the Patient and Family Experience• Improve Staff and Faculty Satisfaction• Improve Patient Safety• Improve Clinical Outcomes• Improve Facility Design and Operational

Efficiency

The Learning Collaborative

Why Engage the PFCC Program?• Do your written and spoken words convey respect for families presence

and participation?

• Are there systems in place to ensure that patients and families have access to complete, unbiased, and useful information?

• Are you successfully meeting the special needs of diverse populations?

• Do we truly know where gaps in service exist?

• Are you ready to listen to and value the voice of the patient and family advisor?

• Do you know how to effectively engage advisor participation and advisor-staff partnerships?

Creating the Ideal Patient (and Family) Care Experience is the #1 strategic priority of UMHS…how can we effectively do this without

the voice of the patient and family?

The Learning Collaborative

Volunteer Advisor Opportunities• Patient-Family Advisory Councils• Hospital Committees• Task Forces• Focus Groups/Collab. Conversations• E-Advisors • Facility Planning Committees• Peer Mentors• Speaker’s Bureau

• Orientation• Education• Development

• Actors “PFCC Theater”• …and more…

The Learning Collaborative

PFCC Program at Work

• Survey Completion • PCORI Grants/Research

• QSAC• Hospital Q/S

Committees• Family Presence• Care Improvement

Projects /Task Forces

• Design and Remodel• Noise Reduction• Ambassador Program• Family/Resource Center

• Information Written by Pt/Fam for Pt/Fam

• Materials Reviews• Speaker’s Bureau• PFCC Theater

Language, Education

and Information

Facilities and

Amenities

Research and Measurement

Quality and Safety

The Learning Collaborative

Requesting Support• Schedule a PFCC In-service or Education

• Define philosophy and culture

• Understand PFCC behaviors for various job types

• Request a PFCC Staff Member Consultant

• Assess department/unit readiness

• Identify department/unit champions

• Identify areas of strength and opportunities for improvement

• Request a Volunteer Patient Family Advisor

• Be open and creative about how to engage advisors

UMHS-PFCC@med.umich.edu

The Learning Collaborative

Employee Benefits of PFCCMCG Health System

Patient- and Family-Centered Neuroscience Center of Excellence

• Patient satisfaction: 10th to 95th percentile• Length of stay: decreased 50% in neurosurgery• Reduction in medical errors by 62%• Discharges (volume) increased by 15.5%• Staff vacancy rate: 7.5% to 0%, have waiting list of

5 RN’s

The Learning Collaborative

Employee Engagement12 East Nursing

Compliments of Becky Pehovic, RN, CNS

The Learning Collaborative

“I am a new medical student here at Michigan and I am sitting here studying for one of our weekly examinations. At times it can be hard to stay so motivated. I struggle with the divide between sitting in a lecture hall and actually providing care for a real human being. Yet, when I read a story like yours I am utterly amazed. Stories like Maddie’s put me in tears and make me want to be the best physician I can possibly be. The education here is the best in the country partly because of what we can learn from our patients and their families.” ~William

“I work behind the scenes in Blood Bank and remember often preparing blood products for your daughter. I was once outside on my break and believe you and Maddie passed by – I sooo wanted to say something to you and wished I had! The behind the scene employees mostly know the names, but not the faces. Your story was so touching to many of us back then – and it continues now.” ~Meredith

Maddie

The Learning Collaborative

Contact InformationPFCC Program Office: 734-764-1202 UMHS-PFCC@med.umich.edu

Celeste Castillo Lee, PFCC Program Manager, Adult Services ceclee@med.umich.edu,

Kelly Parent, PFCC Program Manager, Children’s, Women’s & Psych Services parentk@med.umich.edu

Kori Jones, PFCC Embedded Consultant, Facilities and Support Services kcotter@med.umich.edu

The Learning Collaborative

Service Excellence

The Learning Collaborative

Ideal Patient Care ExperienceService Excellence Blueprint

38

IPCE/Service Excellence VideoUMHS SE Philosophy CardGO BLUE Daily Team HuddlesWords that WorkR.E.L.A.T.E. Communication ModelH.E.A.R.T. Communication ModelLeader “Gemba” RoundingT.E.M.P.O. (Creating safe interactive

moments)

The Learning Collaborative

Service Excellence DepartmentP-D-C Confirmed…

Prepare the Leader model working, but most areas needing more than initially intended

Consistent demand for ad hoc assistance beyond initial model

There is a need for ongoing training and skills-building at all levels

39

The Learning Collaborative

INTRODUCING…..

40

The Learning Collaborative

What is it?

• SEA provides educational resources and information, when it is needed, either as public offerings or programs brought directly to a unitBrought to you by the UMHS Service Excellence Department

41

The Learning Collaborative

What is offered through the Academy?

Our academy offers workshops, classes and brown bags—all free of charge

There are three categories: -Introduction to Service Excellence (4 courses )

Designed to serve as a foundation of SE at UMHS

-Communicating with Excellence (9 courses) Designed to strengthen communication with patients, families and

each other

-Leading for Excellence (5 courses ) Designed to equip leaders to live, teach and lead teams to

excellence

42

The Learning Collaborative 43

Sample SEA courses for you to consider:• New to the U? Intro to SE Philosophy and

Commitments • “Words that Work” Communication model• Full Day Customer Service Workshop• RELATE Communication model• HEART Service Recovery• Service Excellence Across Generations• Leading Service Excellence – Best Practices Panel Series• How to hold Effective Huddles• Best Practices in Recognition

The Learning Collaborative

How to register?

Enroll in SEA courses via M-Learning Search the MLearning Catalog course

choices by title, keyword or SVEX codes Select a convenient date and locationCompleted enrollments will be shown on

the Learning Plan and Course Schedule tabs

• Website: http://www.med.umich.edu/u/svcexc/index.htm

44

The Learning Collaborative

Ideal Patient Care Experience

Support our work to ensure that we create ideal experiences for patients, families and

each other—every person, every opportunity.

45