2. KGH 2009 Government supervisor Big, growing deficit High sick time Low morale High infection rates Dirty Bad relations with partners Community trust broken

3. What to do? Engage ….. 3000 people

4. It was hard to hear

5. Outstanding care, always. We are a community of people dedicated to transforming the patient & family experience www.kgh.on.ca

6. What would be different if patients were at the table?

7. Open conversations

8. Better communication

9. “ Nothing about me without me “

10. Breaking the “rules”

11. New eyes = New ideas

12. Eliminating preventable delays

13. Eliminating preventable harm

14. October 2010 “ I have called you here today because we are not living up to the expectations we have set for ourselves, or for those who count on us for care….. Something is terribly wrong at KGH…. We have the worst infection rates in the province, worst hand hygiene compliance rates and last week…. a patient I will call Brian, died of C-Diff…. A preventable death” CEO KGH

15. 34% to 95% HH

16. What’s in a change?

17. Everyone says they are FOR the patient

18. Truth and Trust

19. So … what about me, the leader?

20. Patient Centered Leadership ShareSeeIncludeListen

21. What does that number really mean?

22. Have I shared a story today?

23. Have I included a patient?

24. Flip the interview: Patients first

25. What have I learned from a patient today?

26. Helping others learn

27. Patient Centered Leadership ShareSeeIncludeListen

28. Winning Conditions 1.Strategy 2.Leadership support 3.Culture of continuous improvement 4. Champions & change agents ( and colleagues as coaches)

29. Connecting the dots

30. Winning Conditions cont. 5. Patients – a gift of time and themselves 6. Authenticity – keep it visible & visceral 7. Infrastructure 8. Hold the gains & keep on learning!

31. 2014

32. Patient Centered Leadership: A call to Action @Leslee_KGH President & CEO Kingston General Hospital Ontario, Canada