Presentation on theme: "Using the LEM to Drive Results at OU Physicians Holly Adams, FACHE, FACMPE Executive Director of Operations OU Physicians & OU Children's Physicians Clinical."— Presentation transcript:
Using the LEM to Drive Results at OU Physicians Holly Adams, FACHE, FACMPE Executive Director of Operations OU Physicians & OU Children's Physicians Clinical Services
2 Overview Overview of leader accountability system Share the everyday application of the LEM Share OUP leader toolkit used to instill accountability and drive results
3 LaDonna Tyner – Admin. Coordinator Terry Rinck – Decision Support Mgr TBD – OUCP Admin. Coordinator
4 Why LEM? We believe accountability in leadership is the cornerstone of achievement. To achieve our OU Medicine goal positioning OU Medicine as the premier health care provider in our region the advances, achievements and accomplishments of the organization must be evidence- based and measureable. Success that isnt measurable is questionable. If it cant be measured, it cant be managed. Accountability calls for a level of commitment ownership of responsibility and is an essential component for organizational goals to be realized….
5 Why LEM? Each goal we set our sights on, whether achieved, surpassed or even unmet can become a snapshot from which we interpret what works and what we can do better. LEM tools not only capture the snapshots, but theyll also help us think more strategically in the goal-setting process and guide us in the best ways to achieve them.
8 Building an Culture We are what we repeatedly do. Excellence, then, is not an act, but a habit. - Aristotle
10 What is Leader Accountability at OUP? expectation communicating responsibleconsistently Accountability is about setting the expectation, clearly communicating it, and then holding yourself and everyone within your sphere of influence responsible for consistently meeting the established expectations
11 Standards of Behavior
12 Clinic Manager Accountability Tool Box Provide an overview of leader accountability tools used to substantially impact patient satisfaction and other key performance indicators
13 Leader Accountability Tool Box LEM & Leader Report Cards Monthly Meeting Model (MMM) Leader Rounding on Patients & Staff Employee Incentive Program – EXCEL Scorecards Clinic Performance Review (CPR) Meetings Reward & Recognition (yes, its a tool – use it!)
14 Leader Report Cards Manager Target = Update LEM monthly & bring to meeting with EDO. LEM score targets are built into annual performance evaluation.
15 LEM – Summary of 3 Important Tools
16 90 Day Action Plans Every leader should have a 90 day plan in place for goals not met.
18 Monthly Meeting Model Review of Clinic Manager Monthly Meeting Documentation
19 Clinic Performance Review (CPR) Meetings Focus is on leader accountability for clinics with patient satisfaction rankings below target for 3 consecutive quarters. Clinic Manager & Medical Director present the LEM Action Plan to EDO, CEO, CMO, & Department Chair. Meeting Agenda: Desired Outcomes: Increased leader accountability Improvement in patient satisfaction ranking Presentatio n of Data Presentatio n of LEM Action Plan Discussion of Obstacles
20 CPR Results Held 18 CPR meetings over past 12 months. 18 LEM Action plans have been approved and implemented with overall success. Meetings widely viewed as very productive. Used as an example of leader accountability across OU Medicine. ClinicBeforeAfter Orthopedics57%84% Specialty Clinic48%99% OUCP Latino42%66% OUCP GI11%99% Neurology10%73% Impact on Patient Satisfaction Ranking
GOAL = Maintain a Voluntary FT/PT Turnover Rate of 12.9% or less OUP – Voluntary Turnover FT/PT
26 OUP – Overall Patient Satisfaction 2011 GOAL = Improve Overall Patient Satisfaction Scores to the 75 th Percentile