Improving leadership & patient outcomes - Crucial Conversations Bev Sutherland, Robyn Lindsay, Lisa Rashleigh

Transcription

1 Poster Session HRT1317 Innovation Awards November 2013 Brisbane Improving leadership & patient outcomes - Crucial Conversations Bev Sutherland, Robyn Lindsay, Lisa Rashleigh

2 KEY PROBLEM Strong evidence of communication issues at all organisational levels Staff satisfaction survey data Patient incident data Human Resources contact Workcover stress claims associated with communication issues Low engagement with need for communication skills training Management Training Needs Survey Different definitions of successful, appropriate communication across organisation concerns regarding impact on patients Limited communication skills options relevant for health sector

3 AIM OF THIS INNOVATION Cultural - to improve the patient experience by improving the staff experience Quality Outcomes - to improve patient outcomes by providing staff with the skills to speak up in relation to patient safety concerns Leadership Development - to provide a top-down commitment and approach to safe and effective workplace communication

4 BASELINE DATA Organisational culture of Blame with low confidence in leadership and high levels of conflict (BPA Survey 2010) 97% of business managers believed they did not need communication skills training (Business Manager Survey 2011) % % 80.00% 60.00% 40.00% 20.00% 0.00% Need Skills Have Skills

5 KEY CHANGES IMPLEMENTED Sponsorship of CMO, commitment of CEO and Executive Initial Crucial Conversations training delivered to CEO, Executive and key senior medical staff (20 people) 2 internal facilitators certified Top-down roll-out across all organisational divisions Range of scheduling options Formal Skills Groups formed Poster reminders in key meeting rooms Reporting of attendance across divisions Linked to other key training and development

6 OUTCOMES SO FAR High engagement with training without need for mandate 72% of business managers attended by July 2013 Evaluation consistently high 6 month post-evaluation 88% of attendees felt they used the skills learned Improvement in engagement, disengagement and all measured leadership indicators with communication and respect being above industry norms: Manager constructively addresses poor performance 10.5% Manager addresses competency issues 8.2% Manager clearly communicates expectations 8.8% Manager gives constructive feedback on performance 11.9% Source - BPA Surveys October 2010 and April 2013

7 OUTCOMES SO FAR Improved Communication-related patient safety indicators: People in work unit report pnt safety events & complaints quickly & openly 4% People in work unit take initiative to fix pnt safety risk because causes harm 6% Easy to raise concerns about pnt safety risks with manager & team members 8% Source - BPA Surveys October 2010 and April Number of Incidents Where Incident Type is Communication Pre Crucial Conversations Post Crucial Conversations Average Source: Bendigo Health VIHMS Data

8 LESSONS LEARNT Top-down approach important Engagement of medical staff essential Mixed groups encourage higher levels of self reflection Works well with combination of external (credibility) and internal (cost reduction and relevance) facilitation Follow up method(s) to support skill use and development is important Not a universal panacea!