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Flagler Build and Sustain ____________________ Owner versus Renter Who is My Customer

Flagler Build and Sustain ____________________ Owner versus Renter Who is My Customer . Regina Shupe MSN, RN Julie Kennedy BSN, RN . The Build and Sustain Map . Rev 4.8.11. Breakthrough. Foundation. STUDER GROUP ® :. Objective Evaluation System. Leader Development. Must Haves ®.

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Flagler Build and Sustain ____________________ Owner versus Renter Who is My Customer

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  1. Flagler Build and Sustain____________________Owner versus RenterWho is My Customer Regina Shupe MSN, RN Julie Kennedy BSN, RN

  2. The Build and Sustain Map Rev 4.8.11 Breakthrough Foundation STUDER GROUP®: Objective Evaluation System Leader Development Must Haves® Performance Gap Standardization Accelerators Aligned Goals Aligned Behavior Aligned Process Re-recruit high and middle/solid performers Move low performers up or out Critical Conversations Skill versus will BE SURE LEM goals are weighted and banded to drive results! Leaders must have skills in validation and inspiration to take organization to next level. They cannot take organization to next level if they cannot take themselves to next level Software Agreed upon tactics and behaviors to achieve goals • Processes that are consistent and standardized • Process Improvement • PDCA • Lean • Six Sigma • Baldrige Framework

  3. Foster Owner Behavior • What behaviors go with owning versus renting?

  4. Foster Owner Behavior

  5. Owner versus Renter Exercise • Read each scenario • Document specific behaviors that demonstrate ownership versus renter-ship of our patients and their families

  6. Owner and Always • Where does “always” fit in ownership and renter-ship? • Is it ok to take good care of people (or even animals) just some or most of the time?

  7. Little Owners or Big Owners? “My” patients versus “Our” patients We all collectively own the patient experience, regardless of where a patient is in the hospital. Moving patients, handoffs, collaborating on patient must all be seamless to the patient and centered around what is best for the patient – not what is “convenient”.

  8. “Everyone who interfaces with me (my department, my practice, my hospital, etc.) is my customer.”

  9. Who is My Customer? Worksheet Exercise

  10. Copy of Action Plan Here

  11. Copy of Linkage Grid Here

  12. Julie Kennedy BSN, RN Studer Coachwww.studergroup.comjulie.kennedy@studergroup.com If you want to build a shipdon’t tell people to collect wood and don’t assign them tasks and work but rather teach them to long for the endless immensity of the sea. -Antoine de Saint-Exupery

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