Beverly Begovich, Practice Leader Purposeful Senior Leader and Team Member Rounding Overview.

Beverly Begovich, Practice Leader

Purposeful Senior Leader and Team Member Rounding Overview

Session Objectives1. Why we are here?2. Review Best Practice Tools for

Creating Alignment and Engagement to Achieve Goals– Senior Leader Rounding– Team Member Rounding

Baptist Leadership Group

Our Mission is to help healthcare organizations improve the quality of the patient experience.

Patient Centered Excellence

Keeping the patient at the center of everything we do –

every patient, every time

Understanding and managing what the patient sees, feels and experiences

Vision: To Be the Best Health Care System in America

Why are we here today?

• Mission Driven

• Values Centered

• Customer Focused

Great cultures are built on…

Four Methods of Purposeful Leader Four Methods of Purposeful Leader

RoundingRoundingType of Rounding Goals of Purposeful Rounding

Senior Leader Rounding

• Create urgency for a culture of excellence• Casts vision and clarifies organizational goals and

objectives• Reward and recognize achievement • Builds trust and relationships

Leader Rounding on Team Members

• Build trust to create Always behaviors• Create department level focus• Reward and recognize achievement• Identify process improvement

Leader Rounding on Patients

• Develop relationship with patients• Improve the patient experience• Verify staff actions and consistency with patients• Reward and Recognize achievement

Support Department

Rounding

• Support direct patient care to achieve results• Create mission critical staff alignment for patient

centered excellence• Identify OFIs and work on mutual solutions• Reward and Recognize achievement • Reduce silos

Steps to RoundingSteps to Rounding

© Baptist Leadership Group, MMXIII. All rights reserved.

Tools and Tactics that Engage Team Members and Drive Patient-Centered Excellence

Purposeful Team Member Rounding

Purpose of Leader Rounding on their Team

Members1. Primarily to address top priorities identified from Employee Engagement Survey

2. Mechanism to identify team members who should be recognized for demonstrating the standards of behavior in their daily work.

3. The communication method to gain input from the employees and solicit information for process improvements in the department.

4. Opportunity to feedback to the team members what the leader has heard and acted on from the rounding session with a Stop Light Report

• Personal Loyalty • Good wages• Job security• Interesting Work• Good Working Conditions• Promotion/Growth Opportunity• Tactful Discipline• Full Appreciation for Work Done• Sympathetic to Personal Problems• Feeling “in” on things

What Do People Want from Their Jobs?

Managers

1

2

3

4

5

6

7

8

9

10

• Good wages• Job security• Promotion/Growth Opportunity• Good Working Conditions• Interesting Work• Personal Loyalty• Tactful Discipline• Full Appreciation for Work Done• Sympathetic to Personal Problems• Feeling “in” on things

What Do People Want from Their Jobs?

Managers Team Members

1 5

2 4

3 7

4 9

5 6

6 8

7 10

8 1

9 3

10 2

• Good wages• Job security• Promotion/Growth Opportunity• Good Working Conditions• Interesting Work• Personal Loyalty• Tactful Discipline• Full Appreciation for Work Done• Sympathetic to Personal Problems• Feeling “in” on things

What Do People Want from Their Jobs?

What Engagement Means

Engaged Team Members are committed to their organization (or to something/someone within it), and are thus willing to work hard

to see their organization succeed

Pillars: Balanced approach that

places people first

How Turnover Improves Outcomes

Team Member RoundingTeam Member Rounding

VS

© Baptist Leadership Group, MMXIII. All rights reserved.

Rule of Thumb: Frequency of Rounding

Number of Team Members Recommended Frequency

<30 Round on all Team Members monthly

> 30 but < 60 Round on all Team Members every other month

>60 Round on all Team Members quarterly

Preparing for Team Member Rounding

1. Planning to Round2. Use Results to Set Up Rounding

Log examples: Team Member

Engagement results, Pillar results etc.

Conducting Team Member Rounding

3. Conduct Rounding and Document4. Highlight and Take Action

High Gain Questions•Tell me what’s working well today•Tell me about team member who consistently demonstrates living our standards?•Are there any of your co-workers you would like to recognize?•Tell me about someone from another department who’s a role model for our values or living our standards.•Are there any opportunities for improvement in your department? How can we solve for them?

Ineffective Rounding Questions

• How are things going?• How are you doing?• And other examples of what

not to say when your goal is to receive meaningful feedback

Team Member Rounding Log

Team Member Rounding Follow Up

5. Build Stop Light Report6. Share Stop Light Report with Team

members and Supervisor7. 90-Day Action Plan

Highlight and Take Action

Stop Light Report

Final Thoughts on Rounding:

•Rounding is a commitment to your Team Members, patients, physicians and customers.

•Through the practice of rounding, accountability becomes hardwired throughout the organization.

•A major factor in engaging staff is clear and consistent communication of information, which is accomplished through rounding.

•Rounding is an uncompromising commitment to service and operational excellence.

Purposeful Senior Leader Rounding

Purpose of Senior Leader Rounding

1. Access to the Senior Officers/Vice Presidents2. Opportunity for all leaders to manage up their

High Performers to their Senior Leaders3. Management alignment on the goals and focus

for the team members

Senior Leader RoundingSenior Leader Rounding

VS

Preparing for RoundingPreparing for Rounding• Schedule senior leader rounding with the

department

• Have pre-rounding huddle with the department leader― Obtain recognitions and department

accomplishments― Practice journey speech― Provide an overview of senior leader

rounding

Conducting the RoundingConducting the Rounding• Gather Team Members

• Use Rounding Log―Reward and Recognize―What is working well―Who has been helpful to your team? Someone I

can recognize?―What actions should we take to make this a better

place?

Senior Leader Rounding LogSenior Leader Rounding Log

Rounding Follow UpRounding Follow Up• Share your key learnings with the

senior team

• Follow up with findings such as sending Thank you notes or manage up to other leaders.

Client Website:Go To http://www.bhclg.com/ClientIntranetEnter the following User Name: BHC0113Enter the following Password: excellence