The Human Centered Organization: Boston Children’s Hospital

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Frequently  Asked  Ques6ons  

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Inez  Stewart      Vice  President  of  HR  Boston  Children’s  Hospital  

The  Human  Centered  Organiza6on:  Boston  Children’s  Hospital  

Anne  Prendergast  Senior  VP,  Performance  Solu;ons  SurePeople  

The Human Experience The Key To High Performance And The Ultimate Customer Experience At Boston Children’s Hospital

What you will get from this webinar

§  A behind-the-scenes look at why Boston Children’s Hospital (BCH) is ranked as one of the best pediatric hospitals in the country.

§  An understanding of a framework that balances customer intimacy, operational excellence, and product leadership (The Discipline of Market Leaders, 1997— Michael Treacy and Fred Wiersma).

§  Insight into how BCH is boosting its collective EQ by distinguishing between performance management and talent development.

OUTCOMES

THE DISCIPLINE OF MARKET LEADERS

Customer Intimacy

Operational Excellence

Product Leadership

WHERE DOES YOUR COMPANY FOCUS ITS EFFORTS?

BOSTON CHILDREN’S HOSPITAL

§  Patient Non-Discrimination Policies

§  Equal Visitation Policies

§  Employment Non-Discrimination Policies

§  Training in LGBT Patient-Centered Care

CUSTOMER INTIMACY

§  Employees

§  Patients

§  Family

§  Community

HIGH RELIABILITY

§  Sensitive to operations

§  Reluctant to accept "simple" explanations for problems

§  Have a preoccupation with failure

§  Defer to expertise

§  Are resilient

BENEFITS OF HIGH RELIABILITY

ERT-i™

Competencies  Technology   Cultural

Transformation x   + =  ( )

BENEFITS OF HIGH RELIABILITY

+ + Prism®

(ERT-i™) Competency Proficiency

Rating

Talent Development Discussion

High Performing Leadership Team that is

capable of Culturally Transforming the

Organization + =

CHANGING THE ROLE OF HR

§  Agility

§  Thoughtfulness

§  Feedback

PERFORMANCE MANAGEMENT TO TALENT DEVELOPMENT

Performance management is about managing performance in a finite timetable (usually an annual basis, informed by goals and objectives).

Development planning is about helping people strengthen competencies and skills for performance.

EQ TO ERT-i™

EQ is one of the largest drivers of patient safety.

EQ has to do with awareness of one’s emotions,

detection of other’s emotions, regulation (positive

emotional states, etc…).

LESSONS LEARNED

What are some of the biggest lessons you learned

as the CHRO of an organization committed to continuous

improvement and high reliability?

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