8 30-10 participant-guide

Personal Development Series

Place you r messag e h ere. Fo r maximum i mpact , use two or t hre e se ntenc es.

Accountability

PERSONAL DEVELOPMENT SERIES

PARTICIPANT GUIDE

Leadership Development Program

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Accountability:

Accountability Rebecca Sharpe, MS

April Kassen, MA, CBA Terry Nigh, MHRD

Sue Klesath, MOL, BS, RN, CPM Krystal Hartmann, BSN, RN, CPM

Dan Smith, BSN, RN, CPST Dannee Schroeder, BA

Target Audience All members of the Children’s Hospital and Medical Center team. Purpose To discuss accountability and its impact on family centered care in the healthcare environment. Objectives • Explain the Question Behind the Question accountability technique and application in a family-centered care and teamwork-focused heath care environment.

• Identify the five Advantage Principles of accountability.

• Demonstrate the application of the five Advantage Principles by writing one Question Behind the Question focused on improving family-centered care, patient safety, or teamwork in a health care environment.

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What is Accountability?

Create your own working definition.

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?

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Accountability?

• Blaming others.

• Not doing what is asked of you.

• Expecting others to handle cer-tain responsibilities.

• Looking the other way.

• Not speaking up.

• Doing something without the expectation of getting some-thing in return.

• Acting on the trust that’s placed in you.

• Taking ownership of an idea or situation.

• It’s expected.

• Own up, admit to it, and learn from it.

Two departments currently share space. In order to prepare for The Joint Commission’s Visit, both department’s supplies and processes were being reviewed. In this space that the departments shared there are medication/supplies boxes in each room. These supply boxes were being checked over to see if they were fully stocked and organized. After checking them, the medication boxes were found to have missing supplies and not clearly organized.

After asking a few staff members about whose responsible for stocking and organizing these boxes, it was clear that one department thought the other department was responsible and vice versa. The bottom line was, no one was stocking/organizing the medication boxes because both departments were finger-pointing at the other department.

Is... Is not...

Hospital Case Study

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The Question Behind the Question

§ Ask: “What” or “How” § Questions should contain the word “I” § Focus on actions

Examples:

How can I better understand my patients/families/customers? What can I do in my current job to excel? What can I do to help solve the problem? How can I help to motivate others? How can I adapt to the changes in my job? How can I be more productive today? What can I do to be my best? How can I help the organization succeed?

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Hospital Case Study– Create a QBQ!

QBQ

Rewrite the medication box case study into a QBQ! ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________

Two departments currently share space. In order to prepare for The Joint Commission’s Visit, both department’s supplies and processes were being reviewed. In this space that the departments shared there are medication/supplies boxes in each room. These supply boxes were being checked over to see if they were fully stocked and organized. After checking them, the medication boxes were found to have missing supplies and not clearly organized.

After asking a few staff members about whose responsible for stocking and organizing these boxes, it was clear that one department thought the other department was responsible and vice versa. The bottom line was, no one was stocking/organizing the medication boxes because both departments were finger-pointing at the other department.

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Five Advantage Principles

Creativity

What to ask: § What can I do to succeed with the tools I have? § How can I obtain the information required? § What can I do to reach the goal?

Facing an obstacle and coming up with another way to reach the goal is Creativity at its finest.

Learning

Learning enhances our ability to adapt to change, reach our goals we’ve set, and become the people we wish to be. Taking what we learned in the past and applying it to the present.

What to ask: § What can I do to develop new skills? § How can I adapt to the changing world? § What can I do to be my best?

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Ownership

What to ask: § How can I solve the problem? § How can I help my dept/unit succeed? § How can I rid blame from my life?

Facing problems head-on instead of blaming, complaining, procrastinating, or making excuses.

Service Service strengthens relationships and builds trust. It also promotes feelings of personal satisfaction and pride that comes from rendering service to others.

What to ask: § What can I do to understand others’ needs? § How can I serve the customer more? § How can I be a better coach?

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Trust

What to ask: § How can I build their confidence in me?

§ How can I truly understand you?

§ How can I better understand the situation?

It forms the foundation of strong relationships which are critical to success both at work and at home.

Medication Box Case Study

Yes No

Creativity Facing an obstacle and coming up with another way to reach the goal.

Learning Enhances our ability to adapt to change, reach our goals we’ve set, and become the

people we wish to be. Taking what we learned in the past and applying it to the present.

Ownership Facing problems head-on instead of blaming, complaining, procrastinating, or

making excuses.

Service Strengthens relationships and builds trust. It also promotes feelings of personal

satisfaction and pride that comes from rendering service to others.

Trust Forms the foundation of strong relationships. Critical to success both at work and

at home.

Identify the five Advantage Principles in the case study:

Yes = evident No = missing

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Rewrite as a QBQ!

Remember…

§ Ask: “What” or “How” § Questions should contain the word, “I” § Focus on actions

Select an example and write one QBQ question that would promote accountability.

New QBQ….. ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________

Yes

Creativity

Learning

Ownership

Service

Trust

Note: When writing your QBQ, consider the 5 principles: Check Yes, if you took the principle into consideration while writing your QBQ.

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Action Planning

1. Identify an accountability example in your own department: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2. Develop a QBQ Question: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

3. What action do you plan on taking in the next 30 days: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Connors, Roger & Smith, Tom (1999) Journey to the Emerald City. New York, NY: Prentice Hall Press. Connors, Roger, Hickman, Craig & Smith, Tom (1994) The Oz Principle New York, NY: Prentice Hall Press. Miller, John G. (2006). Flipping the Switch. New York, NY, G.P. Putnam’s Sons. Miller, John G. (2001). QBQ! The Question Behind the Question. Denver, CO: Denver Press. Sanborn, Mark. (2006).You Don’t Need a Title to be a Leader: How anyone, any-where, can make a positive difference. New York, NY: Random House, Inc.

References

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References Available for Check Out

Miller, John G. (2006). Flipping the Switch. New York, NY, G.P. Putnam’s Sons. Miller, John G. (2001). QBQ! The Question Behind the Question. Denver, CO: Denver Press. Sanborn, Mark. (2006).You Don’t Need a Title to be a Leader: How anyone, anywhere, can make a positive difference. New York, NY: Random House, Inc.

To reserve a book, contact Organization Development at ext. 6004. The book will be sent via inner office mail in 5-7 business days.

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Accountability Examples:

Work is divided among areas by alpha split. Typically there are two people who share the responsibility of one area. In one area, we had a conflict of two important time constraints. One of the workers was working on a project with a fast approaching deadline. In that area, there also was a report that needed to be worked ASAP.

Worker A was not working on the project, so she completed her alpha split and then proceeded to hound Worker B to complete her portion ASAP.

Worker B explained that she had the other project as a priority, but Worker A continued to state that she could not work the rest of the report because she would only work her alpha split, and continued on that the report needed to be worked ASAP.

I had a staff member assigned to my area. She was found doing homework most of the day in the corner of the lollipop. I noticed her peers were stressed with their work loads as she continued to do her homework. Later in the shift I knew I had to set the example so I ad-dressed it with the employee. I asked her if she was doing her home-work and she stated she was trying but found herself getting inter-rupted a lot.

A patient’s sibling wanted to play with a toy that made noise. The batteries had died and the child was upset. He started to play with another toy. The parent asked an employee if the batteries could be replaced. The employee stated that they didn't know where the bat-teries were located and they weren’t responsible for the toys in the waiting area.

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Accountability Examples:

A refrigerator is shared among several staff members. One particular employee typically makes ice cubes so there are ice cubes for every-one. There has been a couple of times when folks have taken ice cubes and not filled up the ice cube trays and replenished the supply. Some people feel that it is an unwritten rule that the one particular employee is in charge of the ice cube trays.

Several family members were gathered in a pre-surgical room with their son who was scheduled for surgery that day. The room was crowded. Two of his grandparents were from Missouri and both were using walkers. An employee was overheard saying to the grandpar-ents that we have a policy restricting the number of chairs in a room at one time and there would be no more chairs brought into the room.

The Annual Mandatory Review completion date was quickly ap-proaching. An employee decided to put off completing their require-ments closer to the deadline. Their plan was to come into work early and complete them all at once. The completion date came and went and the employee still had not completed all of the requirements. Their manager began to call/email the employee to remind them of their requirements. Three weeks after the completion date deadline, the employee’s Vice President was informed of their non-compliance.

8 30-10 participant-guide

Health & Medicine

joint commissions

ice cube trays

prentice hall

goals weve

centered care

ice cubes

vice versa

strong relationships