Welcome
Passion for Excellence
Module I of III
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
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
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
Agenda
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”
I.
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
Who is the CVC?
Adult Programs in
CVC Building
UM Congenital Heart Center in
Children & Women’s
Cardiovascular Medicine
Pediatric Cardiology
Adult Cardiac Surgery
Pediatric Cardiac Surgery
General Thoracic Surgery OR
Pediatric Cardiac Anesth
Vascular Surgery
Pediatric Cardiac Nursing
Interventional Radiology
Stroke Clinic
Programs within UH and
extended areas
Adult Cardiothoracic
Anesthesiology
Inpatient units 7B/C, 7D, 4B/C
Inpatient Units
CVICU – Level 4 (24 beds)
Mod Care – Level 5 (24 beds)
Cardiothoracic Imaging
Pathology Laboratories
Off-site Health Centers
CVC Call Center
What is the CVC?
“It’s not about the building….”
"Never doubt
that a small group of committed people
can change the world;
indeed, it's the only thing that ever has..."
Margaret Mead
OUR Vision
The University of Michigan
Cardiovascular Center will be
the best academic heart and
vascular center in the world.
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
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.”
Panel Presentation
Welcome
to our Patients and Families!
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?
Discussion Results
Discussion Results
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.
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 wellbeing.
Passion for Excellence
• Development of
Service Principles
• Overview
• Setting the
expectations
• Describing the
behaviors
User Input Throughout Planning
• 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
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.”
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
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
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
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
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.
How will we measure success?
Metrics
• Satisfaction metric –
overall rating of care
– Inpatient Units
– Health Centers
– Procedure Areas
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.
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)
•
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/