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Hearts and Minds:The Critical Role of How Values Create a
Quality Organization
Dianne Doyle
President & CEO, Providence Health Care
2
Our Vision
Driven by compassion and social justice,
we are at the forefront of exceptional care
and innovation.
3
Vision: Embedded in Organizational Culture
• Providence Health Care Vision DVD
• http://www.youtube.com/watch?v=9S4qVQGrSwA
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The Health Care Challenge
Revenue Growth – 3%Education Growth – 3%Health Growth – 8%Balanced BudgetOther spending reaches zero by 17/18
100.0%
-10%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
04/05 05/06 06/07 07/08 08/09 09/10 10/11 11/12 12/13 13/14 14/15 15/16 16/17 17/18
YEAR
PER
CEN
T
Total
Health
Education
Other
41.6%
53.6%
71.3%
27.0%
27.0%
-0.6%
16.6%
28.4%
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Ministry of Health:Services Sustainability Balance
6
Ministry Considerations:Priorities for Sustainability
Least Expensive
Most
ExpensiveMost
Expensive
Least Expensive
7
Regional Challenge
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
2021
2022
2023
2024
2025
<65
65+
75+
85+
Total
VCH % Population Growth from 2004
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Regional Context
• Lower Mainland Consolidation
• Provincial Consolidation
• Clinical and Systems Transformation
• Regional Programs and Departments
• Service Planning & Site Differentiation
• Deficit Management
• Demand Pressures
9
Organizational and Staff Issues
Mental, Physical,SpiritualFatigue
IncreasingWorkload
DecreasingResources
Work-LifeBalanceHealth
SectorChanges
PressureTo Be
“Innovative”
Personal/ProfessionalDevelopment/Career Path
MeetingFutureNeeds
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PHC Challenge
Align 2 Realities
1. Expectation of Society
> Faith Based Organization
> Legacy of Sisters
> Separate Corporate Entity as an Affiliate
2. Expectations of Ministry of Health & Health Authorities
> System Integration
> Admin / Support reductions/consolidation
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Who We Are: Key Statistics• 6,000 staff
• 1,000 physicians
• 2,400 students
• 1,400 volunteers
• Inpatients & residents>1,494 beds>646 acute care>700 continuing care>76 rehabilitation>60 assisted living>12 hospice
• Academic Health Science Centre with PHC Research Institute
• > $800M+ budget
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St. Paul’s Hospital
Mount Saint Joseph
Holy Family
St. Vincent’s: Honoria Conway - Heather
St. Vincent’s: Brock Fahrni
Youville Residence
St. Vincent’s: Langara
Where We Where We AreAre
Plus seven community dialysis clinics, one urban health clinic “Providence Crosstown Clinic” & operators of St. Michael’s Centre in Burnaby
MarionHospice
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Who We Are: Values Rooted in History & Organizational Culture
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Who We Serve: Populations of Emphasis
People with
HIV/AIDS
People with
CARDIOVASCULAR
& PULMONARY
Risks & Illnesses
People with RENAL
Risks & Illnesses
People with
COMPLEX
NEEDS IN
AGING
People with
MENTAL HEALTH
& ADDICTIONS
People with
Complex Medical &
Social Needs
URBAN HEALTH
Focus on integration of care, teaching and researchInterdependent programs with strong linkages
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The Providence Plan
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Leadership Imperative
• Articulate Vision
• Align Strategies
• Develop Capacity – of leaders, individuals, teams
• Enable Achievements
17
People Drive Organizations
A nation’s (organization’s) culture resides in the hearts and in the souls of its people.
Mahatma Gandhi
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Our Foundational Imperative
Vision
Value staff
Live our values
Promote shared history
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Values Drive Care Delivery
• Integration of Spirituality & Health
>Research and teaching
>Partnerships and collaborations
>Hospice and End-of-Life Care
>Pastoral Care
• Ethical behavior & decision making
• Celebration of history, identity
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Getting the Best Out of People
• Hire for fit
• Orientation/Welcome
• People Strategy:
> People development, career advancement, education
> Leadership capacity building
> People engagement and meaningful participation
opportunities
> Employee wellness
> Recognition
> Performance Management
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Building PHC’s Culture of Innovation, Excellence & Enabling Change
• An intentional strategy
>takes time
>sustained over time and people
• Enabled by appropriate structures and processes
• Characterized by a willingness to take risk and fail vs.
being risk averse
• Focuses on sustainment
• Supported by continuous improvement and adaptation of
methods and tools
• Celebrated
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PHC’s Vision to Action
• Change Leadership
• Enabling Structure
• Stakeholder Engagement
23
Measuring Our Work, Our Progress & Our Success
Numerous measurement strategies:
>Productivity/Effectiveness measured through balanced scorecard process; benchmarking initiatives [national and provincial]; partnership with region to review program and service effectiveness, etc.
>Staff, patient, public satisfaction surveys
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“LIVE OUR MISSION EVERYDAY” PERFORMANCE INDICATORS
25
Peer Awards and Recognition
• 2012 Canada’s Top 10 Most Admired Corporate Culture Award
• BC’s Top Employer Award past 5 years
• Named Best Employer for New Canadians past 5 years
• Four straight years of 3M Awards of Excellence
26
Sustainability & Excellence
“Be the change you wish to see in the world.”
27
Questions?