The Learning Collaborative: Resources for Talent Management
Dec 24, 2015
The Learning Collaborative
Talent Management Resources
• EAP Services
• Faculty Development
• Leadership Development (HR OE&D)
• Lean Management
• MHealthy
• Nursing Education
• Patient & Family-Centered Care
• Service Excellence
The Learning Collaborative
The Learning Collaborative
HR-OELeadership Development
• Classes• Influencer (Change Management)• Crucial Conversations• Crucial Accountability• Expect Respect
The Learning Collaborative
Leadership Development
• Session Topics:• Change and Transition Management• Communication Styles• Cultural Competency • Employee Engagement• Leadership Performance Development & Planning• Team Building
The Learning Collaborative
Leadership Development
• UMHS Leadership Reference Wiki• Google: ummsconfluence.com
• Resources include• Videos• PPT slides• Articles• Classes• Readings
The Learning Collaborative
1. Improve employee engagement2. Improve your work3. Improve communication between Leaders, Faculty and Staff4. Solve problems faster at root cause5. Go home happier
Why Take Advantage Of MQS People Development Opportunities?
What are the benefits to leaders, faculty and staff?
The Learning Collaborative
Michigan Quality System – Lean Health Care CoursesLean Overview – 4 hours
Goals-• Understand the Michigan Quality System structure, goals and objectives. • Provide a basic overview of lean thinking tools and techniques.• Understand the application of Value Stream Mapping and problem solving in every day work.
Lean Healthcare – 2 days
Goals-• Create an awareness of how UMHS is using Lean Thinking as a business system to support its
mission and achieve its goals. • Expose participants to the fundamental principles, concepts and tools of Lean Thinking and how
they apply in health care. • Prepare participants to begin to engage in lean improvement work; Provide an enhanced view of
lean thinking tools and techniques through simulation exercises and application; Provide more limited practice in the tools and techniques.
• Provide basic experience with lean tools and techniques using the individual team’s real work problem.
• Provide an introduction to the A3 as a problem-solving tool along with leadership and change management techniques in a Lean environment.
The Learning Collaborative
Michigan Quality System – Lean Health Care Courses
Lean Healthcare – 4 days
Goals-• Create a deep understanding of how UMHS is using Lean Thinking as a business system
to support its mission and achieve its goals. • Apply fundamental principles, concepts and tools of Lean Thinking in a simulation
model; Apply these principles, concepts & tools in health care and to their work setting. • Develop a lean mindset and understanding of lean principles and concepts (e.g., value
in the eyes of the customer, one piece flow vs. batch and queue, types of waste). • Prepare participants to apply lean methods and tools (e.g., error proofing, leveling,
value stream mapping, 5S, visual management, A3 problem solving, root cause analysis) in their work.
• Practice the tools of Lean Thinking using simulation as well as extensive practice using a real work problem.
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The Learning Collaborative
What are Leaders, Faculty and Staff saying?
Lean Project Intervals:
Lean In Daily Work Intervals:
Managing to Learn:
The Learning Collaborative
MHealthy Services• Nutrition and Weight Management
– MHealthy Ready to Lose Program– Weight Watchers subsidy– Nutrition Consultations– Cooking Classes
• Physical Activity– Exercise Classes– Personal Training– Personal Exercise Sessions
• Tobacco Consultation & Alcohol Management Services• MHealthy Rewards
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The Learning Collaborative
MHealthy Services• Occupational Health Services
• Work-related injury and illness care• Annual assessments, surveillance, immunization & vaccination• Medical ergonomic services• Key partner in disability management and RTW
• Mental and Emotional Health Services• Employee Assistance Program
(EAP) - Free, confidential short-term counseling and support
• MHealthy Thrive! – stress and energy management programs & activities
The Learning Collaborative
MHealthy – What we are doing to change our environment
• Large-scale, free, fun programs– Active U– Chef Demos– Special Events (e.g. Mgames)
• Environmental Support– Healthy catering, dining, & vending options– Ergo matching grants– Walking maps & fitness center discounts– Smoke-free campuses
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The Learning Collaborative
Website: www.mhealthy.umich.eduEmail: [email protected]
Phone: 734-647-7888
Contact MHealthy
The Learning Collaborative
Building a cadre of world class educators• Educator and Trainer Development• Instructional Design Principles• Do-It-Yourself Content Development• Honoring and Recognizing Educators across the UMHS
The Learning Collaborative
• A 2-day intensive, immersive and interactive course on the methodologies of teaching adults in a fast-paced, ever-changing healthcare organization.
The Learning Collaborative
• Monthly Inservices for Educators, Teachers, Trainers – any one with teaching or training as part of their role or responsibility.
• Topics focus on improving outcomes from teaching, learning and training.
The Learning Collaborative
Tools, Tips, Tricks and At-the-Elbow support from start to finish.
One-on-one instruction to get you started.
Consultation on content design
Learning Management support for assignment, tracking, reporting.
DO-IT-YOURSELF ONLINE LEARNING
The Learning Collaborative
Recognizing the role, effort and importance educators play in patient care and outcomes.
• UMHS Educator Advisory Committee will select winners
• Winners announced at March, 2014 Learning Series Presentation.
Learning Catalyst Award
The Learning Collaborative
IPCE
Michigan Medical Home Patient
and Family Centered
Care (PFCC)
Highest Quality Clinical
Care
SafetyService Excellence
Care Coordinati
on
Facilities, Amenities,
and Aesthetics
Ideal Patient Care Experience
The Learning Collaborative
Hardwiring PFCC• Recognize patients and families know themselves better than we
know them.
• Choose words that are welcoming and engaging in spoken and written language (signs, policies).
• Engage the patient and family voice both at the point-of-care and in conference and classrooms.
• Incorporate patient, family and staff stories to make lessons more personal and powerful.
• Recognize that “moments of truth” positions are often non-clinical positions.
• Incorporate PFCC philosophy into all HR processes.• Share best practices to transform small scale changes to hospital-
wide standards of practice.
The Learning Collaborative
PFCC ProgramFormal mechanism for involving patients/families, faculty/staff, and students as partners for policy and program decision making in health care settings. Direction is determined by “patient and family-identified” needs rather than professional assumptions.
• Improve the Patient and Family Experience• Improve Staff and Faculty Satisfaction• Improve Patient Safety• Improve Clinical Outcomes• Improve Facility Design and Operational
Efficiency
The Learning Collaborative
Why Engage the PFCC Program?• Do your written and spoken words convey respect for families presence
and participation?
• Are there systems in place to ensure that patients and families have access to complete, unbiased, and useful information?
• Are you successfully meeting the special needs of diverse populations?
• Do we truly know where gaps in service exist?
• Are you ready to listen to and value the voice of the patient and family advisor?
• Do you know how to effectively engage advisor participation and advisor-staff partnerships?
Creating the Ideal Patient (and Family) Care Experience is the #1 strategic priority of UMHS…how can we effectively do this without
the voice of the patient and family?
The Learning Collaborative
Volunteer Advisor Opportunities• Patient-Family Advisory Councils• Hospital Committees• Task Forces• Focus Groups/Collab. Conversations• E-Advisors • Facility Planning Committees• Peer Mentors• Speaker’s Bureau
• Orientation• Education• Development
• Actors “PFCC Theater”• …and more…
The Learning Collaborative
PFCC Program at Work
• Survey Completion • PCORI Grants/Research
• QSAC• Hospital Q/S
Committees• Family Presence• Care Improvement
Projects /Task Forces
• Design and Remodel• Noise Reduction• Ambassador Program• Family/Resource Center
• Information Written by Pt/Fam for Pt/Fam
• Materials Reviews• Speaker’s Bureau• PFCC Theater
Language, Education
and Information
Facilities and
Amenities
Research and Measurement
Quality and Safety
The Learning Collaborative
Requesting Support• Schedule a PFCC In-service or Education
• Define philosophy and culture
• Understand PFCC behaviors for various job types
• Request a PFCC Staff Member Consultant
• Assess department/unit readiness
• Identify department/unit champions
• Identify areas of strength and opportunities for improvement
• Request a Volunteer Patient Family Advisor
• Be open and creative about how to engage advisors
The Learning Collaborative
Employee Benefits of PFCCMCG Health System
Patient- and Family-Centered Neuroscience Center of Excellence
• Patient satisfaction: 10th to 95th percentile• Length of stay: decreased 50% in neurosurgery• Reduction in medical errors by 62%• Discharges (volume) increased by 15.5%• Staff vacancy rate: 7.5% to 0%, have waiting list of
5 RN’s
The Learning Collaborative
“I am a new medical student here at Michigan and I am sitting here studying for one of our weekly examinations. At times it can be hard to stay so motivated. I struggle with the divide between sitting in a lecture hall and actually providing care for a real human being. Yet, when I read a story like yours I am utterly amazed. Stories like Maddie’s put me in tears and make me want to be the best physician I can possibly be. The education here is the best in the country partly because of what we can learn from our patients and their families.” ~William
“I work behind the scenes in Blood Bank and remember often preparing blood products for your daughter. I was once outside on my break and believe you and Maddie passed by – I sooo wanted to say something to you and wished I had! The behind the scene employees mostly know the names, but not the faces. Your story was so touching to many of us back then – and it continues now.” ~Meredith
Maddie
The Learning Collaborative
Contact InformationPFCC Program Office: 734-764-1202 [email protected]
Celeste Castillo Lee, PFCC Program Manager, Adult Services [email protected],
Kelly Parent, PFCC Program Manager, Children’s, Women’s & Psych Services [email protected]
Kori Jones, PFCC Embedded Consultant, Facilities and Support Services [email protected]
The Learning Collaborative
Ideal Patient Care ExperienceService Excellence Blueprint
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IPCE/Service Excellence VideoUMHS SE Philosophy CardGO BLUE Daily Team HuddlesWords that WorkR.E.L.A.T.E. Communication ModelH.E.A.R.T. Communication ModelLeader “Gemba” RoundingT.E.M.P.O. (Creating safe interactive
moments)
The Learning Collaborative
Service Excellence DepartmentP-D-C Confirmed…
Prepare the Leader model working, but most areas needing more than initially intended
Consistent demand for ad hoc assistance beyond initial model
There is a need for ongoing training and skills-building at all levels
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The Learning Collaborative
What is it?
• SEA provides educational resources and information, when it is needed, either as public offerings or programs brought directly to a unitBrought to you by the UMHS Service Excellence Department
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The Learning Collaborative
What is offered through the Academy?
Our academy offers workshops, classes and brown bags—all free of charge
There are three categories: -Introduction to Service Excellence (4 courses )
Designed to serve as a foundation of SE at UMHS
-Communicating with Excellence (9 courses) Designed to strengthen communication with patients, families and
each other
-Leading for Excellence (5 courses ) Designed to equip leaders to live, teach and lead teams to
excellence
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The Learning Collaborative 43
Sample SEA courses for you to consider:• New to the U? Intro to SE Philosophy and
Commitments • “Words that Work” Communication model• Full Day Customer Service Workshop• RELATE Communication model• HEART Service Recovery• Service Excellence Across Generations• Leading Service Excellence – Best Practices Panel Series• How to hold Effective Huddles• Best Practices in Recognition
The Learning Collaborative
How to register?
Enroll in SEA courses via M-Learning Search the MLearning Catalog course
choices by title, keyword or SVEX codes Select a convenient date and locationCompleted enrollments will be shown on
the Learning Plan and Course Schedule tabs
• Website: http://www.med.umich.edu/u/svcexc/index.htm
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