1. Welcome Passion for Excellence Module I of III

2. Passion for Excellence Series Module I: – Identify service needs as told by our patients – Describe the application of CVC guiding principles to our work Module II: – Identify and practice skills that support the CVC guiding principles – Describe the elements of positive organizations and application to our workplace

3. Passion for Excellence Series Module III: – Identify five conflict resolution styles and when to use them – Identify techniques for difficult situations – Learn a proactive approach to conflict and problem solving: Interest-based Approach – Practice the steps of service recovery

4. Objectives of Module I Demonstrate NOD (name, occupation, duties) system of introduction Discuss the mission, vision and core values of the CVC Develop an awareness of the service principles of the CVC and behavioral expectations Describe the application of the service principles to one’s own work Identify service needs from CVC patients and families

5. Agenda I. Welcome and Introductions II. Who is the CVC? III. What is the CVC? “It’s not about the building.” IV. Patient and Family Panel V. Defining “Passion for Excellence”

6. Who is The CVC? NOD System of Introduction Turn to the person to your right, to your left and just ahead/behind you. Each time, share (NOD): – Name – Occupation – Duties

7. Adult Programs in CVC Building Cardiovascular Medicine Adult Cardiac Surgery General Thoracic Surgery OR Vascular Surgery Interventional Radiology Stroke Clinic Adult Cardiothoracic Anesthesiology Inpatient Units CVICU – Level 4 (24 beds) Mod Care – Level 5 (24 beds) UM Congenital Heart Center in Children & Women’s Pediatric Cardiology Pediatric Cardiac Surgery Pediatric Cardiac Anesth Pediatric Cardiac Nursing Programs within UH and extended areas Inpatient units 7B/C, 7D, 4B/C Cardiothoracic Imaging Pathology Laboratories Off-site Health Centers CVC Call Center Who is the CVC?

8. “It’s not about the building….” What is the CVC?

9. "Never doubt that a small group of committed people can change the world; indeed, it's the only thing that ever has..." Margaret Mead

10. OUR Vision The University of Michigan Cardiovascular Center will be the best academic heart and vascular center in the world.

11. OUR Mission Statement The University of Michigan Cardiovascular Center will be a premier center creating an understanding of cardiovascular disease across the life span, through multidisciplinary collaboration between clinicians and scientists to achieve: - Superior compassionate patient care - Innovative science and discovery - Excellence in education

12. OUR Core Values We, the staff and faculty of the Cardiovascular Center team, are committed to advancing medicine and serving humanity through living and teaching our core values of: - Respect and Compassion We honor and care for one another as individuals. - Collaboration We honor the synergy of team, built on trust. - Innovation We honor individual and collective creativity. - Commitment to Excellence We honor the intrinsic desire to be “Leaders and Best.”

13. Panel Presentation Welcome to our Patients and Families!

14. Discussion In small groups of 3-5, discuss the following questions – What did you hear from the panel that demonstrates our core values of: Respect and Compassion Collaboration Innovation Commitment to Excellence – How could you apply what you heard to your own work?

15. Discussion Results

17. Creating the Ideal Patient Experience UMHS will create an advanced medical home for each patient. The patient will be the ultimate decision maker or source of control related to their care within medically appropriate options. UMHS will promote and utilize standardization to eliminate unjustified variability in all we do. Safety will be a system priority.

18. Creating the Ideal Patient Experience (cont.) UMHS will create an environment of customer service for our patients and families. Care will be coordinated around the healthcare needs of the patient in a manner that enhances quality of life and future health. UMHS will provide facilities, amenities and aesthetics that promote health and well- being.

19. Passion for Excellence Development of Service Principles Overview Setting the expectations Describing the behaviors

20. Patients and Families – March 2002, December 2002 – June 2004, September 2004, ongoing surveys Referring Physicians – March 2002, Several individual referring physician dinners, Sat Survey September 2005 Students – December 2004 Faculty – March 2002, Sat Survey 2004, Faculty presentations April 2005 through May 2006 Staff – March 2002, Employee sat surveys User Input Throughout Planning

21. Guiding Principles We honor and care for one another as individuals. We honor the synergy of team, built on trust. We honor individual and collective creativity. We honor the intrinsic desire to be “Leaders and Best.”

22. Respect and Compassion We honor and care for one another as individuals… Individuals are greeted by name We introduce ourselves using NOD We use direct eye contact and a smile to show we are fully engaged We respect and uphold privacy and dignity

23. Collaboration We honor the synergy of team, built on trust… We communicate with others in a respectful manner We say “thank you” as appropriate and “my pleasure” instead of “you’re welcome” We value, respect and honor the multidisciplinary approach to care and the diversity of our team members

24. Innovation We honor individual and collective creativity… We are empowered to solve problems We are open-minded to new approaches related to process improvement We examine and learn to understand best practices in and outside healthcare to continually improve the delivery of healthcare

25. Michigan Quality System Focus is on “customer” Review processes in detail Determine what is value added, necessary but not value added, eliminate rework and waste Streamline the process Standardize the process to “hardwire” the improvements

26. Commitment to Excellence We honor the intrinsic desire to be “Leaders and Best” We take pride in our professional dress and in our workspace We strive for first time quality We recognize each other for aligning our actions with the CVC Principles.

27. How will we measure success? Metrics Satisfaction metric – overall rating of care – Inpatient Units – Health Centers – Procedure Areas

28. How will we measure success? – Clinical outcomes – Efficiency – Volume – Financial performance The level of achievement of these goals will be shared with UMHS leadership, CVC physicians, scientists, and staff.

29. Our Opportunity… "Culture does not change because we desire to change it. Culture changes when the organization is transformed; the culture reflects the realities of people working together every day." — Frances Hesselbein The Key to Cultural Transformation, Leader to Leader (Spring 1999)

30. It Doesn’t Stop Here! It’s a journey… together we are creating the future! Next Steps – Module II – Module III For more information visit the CVC Website www.med.umich.edu/i/cvc/