off the wall leadership

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Off the Wall Leadership

Ann Rhoades, MBACo-founder/CEO, CARELeaders

President, People Inkformer Executive Vice President of People for JetBlue

Airways

Safe Practices WebinarJanuary 21, 2010

Toll-free Call-in number: 1-866-814-8482

Leading change means

influencing people

deliberately.- Jayne Felgen,I2E2: Leading Lasting Change

16Toll-free Call-in number: 1-866-814-8482

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Off the Wall LeadershipValues Blueprint


LIVING THE VALUES“It’s all about stories”

“I would like to recognize Nurse Alice Ruiz for being a real Florida Hospital hero. Alice was on her way back to the Employee Clinic from lunch when she noticed a gentleman right outside the Volcano Café clutching his throat and looking very red in the face. She asked him if he needed help and he nodded. She immediately performed the Heimlich maneuver and a large apple chunk flew out of his mouth. The grateful stranger hugged her and told her that she had saved his life. ALICE, WE ARE PROUD OF YOU.”


LIVING THE VALUES“It’s all about stories”

“I am writing to commend Sandy Calcanis, RN, for an exemplary display of humanitarian action. She donated a pair of shoes to a homeless patient who had none. She even offered to give him the pair she had on if the patient preferred it; and it wasn’t even her patient! THIS SELFLESS ACT OF COMPASSION IS WHAT NURSING IS ABOUT, SO GENUINE, AND SO KIND.”


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LEADERSneed to takeOWNERSHIP

ofCULTURE


Values Blueprint

• First, make decision to re-new existing values and/or develop new values

• Engage physicians and patients early in the process• Focus on the role of the trustee• Balance the need for simple language in a highly

educated environment• It’s all about clearly defined behaviors• Set clear expectations for leaders – must model the

behaviors• Charter a team to be responsible for communication

planning• Incorporate the Values/behaviors into hiring,

performance review, training25

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Behaviors“It is not what we

say, it is what we do.

Behaviors give life to the Values.”


Values & Their Values & Their Respective Behaviors Respective Behaviors

Affect all of These!Affect all of These!PEOPLE

PRODUCTPROSPERITY

PATIENTS27Toll-free Call-in number: 1-866-814-8482

NQF StandardsSuggestions

• Patients• Trustees


Suggestion• Reward for

Living Values


• Confirmation of Values: Governance leaders should regularly confirm that senior administrative leadership is continuously ensuring that the values of the organization are mirrored by the behaviors of the staff and caregivers, and that those values drive safety and performance improvement in the organization. At least annually, the board should document that it has confirmed the degree to which the behaviors of the organization related to quality and safety mirror its values with respect to patient safety.

Safe Practice 1:Leadership Structures & Systems

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“A” Players’ behaviorsconsistently reflect

thevalues of theorganization!


• Interview Employees Currently in the Job– Usually interview 10% of employees in position

• Develop a Long List of Key Attributes – 10 to 14 key attributes

• Determine Short List of Priority Key Attributes– Line Managers stack-rank long list in order of importance to

determine the top 5 to 6 key attributes

• Final Validation of Key Attributes– Sr. Leaders review top 5 to 6 and validate key attributes

• Interview Guide Created

Key Attribute Process


• How did you handle a patient who continuously required extra attention from you?

• Describe a situation when a patient needed something more than the skilled nursing care you provided. What did you say or do for the patient? How did the patient respond?

• Can you think of a time when a co-worker had a personal situation that affected the performance of your team? What was your reaction? What did you do or say with regard to your co-worker?


Accuracy/Attention to Detail • Consistently produces thorough and timely work• Attentive to details• Asks questions, ensures excellent communication and follow-up• Accurately documents Patient information and updates records• Shows concern for every aspect of the job• Establishes courses of action for self and others to ensure that work is

completed accurately, without jeopardizing excellent Patient care

Sample Question Tell me about a time when you had to ask many questions to

solve a particular problem. What was the problem and what did you do to fix the problem?

Sample Nursing Key Attribute & Question

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Integrity – when one’s words and actions create trust as evidenced by being truthful, respectful, and consistent.

Sample QuestionTell me about an organization that you worked for where it was evident that the company valued (or did not value) truthfulness, respectfulness, and trust. What did you like or dislike about this? Why did you like or dislike this?

Sample Values & Organizational Match Question


Example Implementation ApproachesActivities for a well-designed nursing workforce include the following:

– A determination of safe staffing levels within different types of nursing units– The use of a valid and reliable patient acuity system– Consideration for the use of build-in “cues” for staffing adjustments that

recognize the importance of “turbulence” (admissions, discharges, transfers) and its overall impact on staffing needs

– Values-grounded behavioral-based interviewing methods to optimize the selection of new staff and to ensure that existing staff mirror the behaviors that represent the values of the organization

Safe Practice 9:Nursing Workforce


“Whether you prevail or fail, endure or die,

depends more on what you do to yourself than on what the world does

to you.”39Toll-free Call-in number: 1-866-814-8482

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“Off the Wall Leadership”


off the wall leadership

Documents

values blueprintfirst

confirmation of values

patient safety

renew existing values

homeless patient

respective behaviors

nurse alice ruiz

governance leaders