1. The Team Approach

2. Opportunities Low Employee Morale Operational Processes Leadership Turnover

3. Plan, Do, Check & Act Plan: Establish Key Result Areas and Team Structure Do: Observe and get to know each provider and employee to learn the practice flow through job functions. Identify each employees strengths for future team contribution. Strategically establish teams and meet with each team to create a plan for goal success. Check: Pulse check- each team meets monthly to review and evaluate the processes for continued improvement. We create a report to share with the Center at our monthly staff meeting. Act: Teams decide on changes needed to improve the process and apply actions.

4. The Key Result Area goals were established in January of 2011 with five areas being designated for improvement. Employees were selected to participate on different teams according to their particular areas of expertise and influence. Ideas for implementation were developed in January and monthly meetings are held to track and improve outcomes through tweaking the plans and tracking mechanisms. The team areas are divided into People, Finance, Growth, Go Green and Service. Breakdown of the team efforts for 2011 are as follows: People Finance Growth Go Green Service Key Result Areas

5. People Measure employee engagement index score from 2010 Employee Opinion Survey for SV

6. People Team Strategy Reviewed Employee Opinion Survey from 2010. Created interactive employee events for 2011. Examples: Baby photo contest, Theme lunches, Cookie decorating contest, Fall picnic, Hat day and Massages by Gloria. Established communication mechanism for employee ideas and feedback.

7. People Team Success Improved employee morale Cohesive team spirit Happier employees = Happier patients

8. Finance Achieve Margin on Direct Expense as compared to budget for areas of responsibility

9. Finance Team Strategy Educate each team member on Joslin/Hospital finance reporting system. Review monthly finance reports for process improvement. Examples: Moved patient forms to the Web site, crossed trained employees in charge entry, created online patient satisfaction survey, increased utilization of volunteers, maximizing schedule.

10. Finance Team Success Increase in patient visits Increase in revenue Expenses under budget Staffing under budget

11. Growth Implement EHR for center Reduce current No Show percentage

12. Growth Team Strategies-No Show Reduce current no show percentage. Created patient policy agreement to educate patients on Center expectations. Established Volunteer reminder call program. Phone number verification for accuracy. Providers reemphasize the importance of patients keeping scheduled appointments.

13. No Show Success The goal for no shows is less than 15% over the next six months.

14. Growth Team Strategies-EHR Planning & Education The Art of Being a Super User Site visit to Joslin Center OSF (Bloomington) Epic implementation-October 10

15. Go Green Go Green Team-monitor electric/paper usage

16. Service Implement monthly Patient Satisfaction Survey. Improve Patient Satisfaction likelihood to recommend practice.

17. Patient Satisfaction Survey Results

18. Center Success Improved Employee Morale Employee Buy In Improved Patient Satisfaction Increased Revenue Decreased No Shows Improved Provider Satisfaction

19. Employee Testimonial “I just want to thank you for making me feel included in the “Joslin Plan”. I am looking at things from a new fresh perspective and that has been driven by you. I apologize if I seem cemented in the negativity of the past as that is NOT my mindset. I do believe we can develop a very successful center working together as a cohesive team. (and we do have great team members!) I appreciate your being here and you can count on me to assist in any way possible to promote our future success.” Jan Reibert, RN, CDE

20. Gratitude Thank you to the Joslin Corporate Team for their continued support in our Center’s success! Melody Johnson Joslin Diabetes Center Administrator Affiliate at Southview Melody.Johnson@khnetwork.org “Expect Success”