Planned Parenthood of Orange & San Bernardino Counties

Transcription

1 RESILIENCE

2 Planned Parenthood of Orange & San Bernardino Counties 111,000 patients with 204,000 visits annually 400 staff serving Orange & San Bernardino Counties Reproductive Care Primary Care App: Planned Parenthood Direct Community Education & Outreach Advocacy & Community Support WIC Nutrition Assistance Sites 7 days/wk, 10-12hrs/day

3 Resilience is... Rising Above Bouncing Back Adapting to change Psychological Body Armor

4 OVERVIEW Program Roll - out Outcomes & Lessons Approach Mini workshop Demo

5 Program Description 5 module adaptions: Manager, Administrative, Clinical, Educator, Readable PPT Month 1: Lead-in messaging (January 2017) 3 messaging touchpoints from CEO and COO Talking points were given to managers Month 2: Leaders and managers (February 2017) 2 hour workshops Month 3: Direct contributors & clinical staff (March 2017) 1.5 hour workshops CEO rounded in health centers and gave fireside chats Readable PPT was distributed to managers

6 What we talked about Lead-in Executive Endorsement Set Priority Create Urgency Managers Directors Build team & organizational resilience Resilience leadership skills Combating stress symptoms in people, teams, & culture Front Lines Upskill on Resilience Personal resilience Growth mindset

7 Employee Outcomes Training Survey Feedback: I liked the ideas on how I can resolve my frustration. My big takeaway? Staying professional is all about pausing to collect my thoughts in the moment. Turnover rates during this period in teams Attended training = averaged 10% under local BLS* rate No training = 50 90% over local BLS* rate *BLS = Bureau of Labor Statistics

8 Patient Feedback: YELP.com PX feedback improved for training period, mo. after TRAINING DEC JAN FEB MAR APR MAY JUN JULY Yelp Monthly Average: # of 1-2 Star Reviews: Patient complaints of burnout-related behavior by staff on Yelp disappeared for 3-4 months Note: Scores not historically aggregated

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10 Training Building Blocks Rational-Emotive Behavioral Intervention EMOTIONAL LITERACY EFFECTUAL REASONING ** ** RESILIENCE ** PSYCHO- EMOTIONAL AGILITY (GROWTH) MINDSET **

11 Between stimulus and response, there is a space. In that space is our power to choose our response. In our response lies our growth and our freedom. Viktor Frankl * * *

12 EVENT SPACE OUTCOME RESPONSE * * *

13 SPACE Your Space = Your Choice What is welcome in it? * * * *

14 Steering Your Cycle * Just the facts EVENT SPACE **** Know thyself ** Just keep swimming OUTCOME RESPONSE **** True? Helpful? Kind?

15 Group Exercise Event Space Response Outcome You found out that a coworker got the spot on the exciting new project that you were hoping for. - I was robbed! I must not be good enough. + There will be another project. Maybe I can join later? Disappointed Jealous Angry Excited for coworker Supportive Bittersweet Curious * * * * Motivation drop Passive aggression Cheer on your coworker. See if the coworker can help you get on the project.

16 Recap: Lessons Learned #1 lesson: Go Deep, Learn Actively Impact = workshops + messages + culture + follow-up Be responsive: Tailor modules by job category Be real: Include intense patients, positive events, humor Resilience skills tie to mindset more than education level For maintenance, 2-3 touchpoints a year + huddle chats

17 Next Breakout Session 11:15 AM Win a chance for a Complimentary 2019 Conference Registration by completing the evaluation for each session you attend. Just an easy click on the Feedback Icon found on your mobile app and a few moments of your time to complete the evaluation. Your feedback is very important to us.