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Leadership Competency Approach: Training Leaders with Organizational Values Mountain States Health Alliance Dennis L. Vonderfecht President & CEO Patricia Niday AVP & CLO
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Leadership Competency Approach: Training Leaders with Organizational Values

Mountain States Health Alliance

Dennis L. Vonderfecht President & CEO

Patricia Niday AVP & CLO

Leadership

Competency

Approach-Training

Leaders with

Organizational

Values

Human Capital Investment

Conference November 2013

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Location: Southern Appalachia

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Demographic Profile

• With nearly 1.2 million residents, the 29-county service area population is only expected to increase by 1.0% over the next five years, compared to 3.2% for Tennessee, 3.3% nationally, and 4.4% for Virginia

• This service area represents an aging population, with nearly 21% of the population age 65 and older, compared to 15% for Virginia, 16% for Tennessee, and 14% nationally

• The education attainment levels are depressed with only 17% with a Bachelor’s Degree or higher, compared to 23% for Tennessee, 28% nationally, and 34% for Virginia

• Income distribution is also lower with 67% making less than $50K, compared to 41% in Virginia, 51% nationally, and 60% in Tennessee

• Prevalence in the areas of heart disease, cancer, and diabetes is higher in the service area compared to state figures for Tennessee and Virginia as well as the nation; increasing levels of obesity in the service area have been identified as a significant health behavior contributing to these higher disease prevalence rates

Mountain States Health Alliance | Bringing Loving Care to Health Care

• Largest Regional Integrated Health Care Delivery System (29 County, Four State Region)

• 14 Hospitals • Approximately 9,000 Team Members, as well as

1,220 physician medical staff, 3,500 volunteers, and 3,500 students

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Tennessee Hospitals • Johnson City Medical Center - Johnson City, TN • Niswonger Children's Hospital - Johnson City, TN • Franklin Woods Community Hospital - Johnson City, TN • James H. & Cecile C. Quillen Rehabilitation Hospital - Johnson City, TN • Woodridge Hospital - Johnson City, TN • Indian Path Medical Center - Kingsport, TN • Sycamore Shoals Hospital - Elizabethton, TN • Johnson County Community Hospital - Mountain City, TN • Unicoi County Memorial Hospital - Erwin, TN Virginia Hospitals • Smyth County Community Hospital - Marion, VA • Norton Community Hospital - Norton, VA • Dickenson Community Hospital - Clintwood, VA • Russell County Medical Center - Lebanon, VA • Johnston Memorial Hospital - Abingdon, VA

Mountain States Health Alliance

Mountain States Health Alliance | Bringing Loving Care to Health Care

Other Entities

Mountain States Health Alliance | Bringing Loving Care to Health Care

• Approximately 400 employed physicians • Home health, hospice, DME • Nursing home • SNF beds • Outpatient diagnostic centers • Ambulatory surgery centers • Occupational medicine centers • Urgent care centers • Medical call center • Wellness centers • Pharmacies • Health Resources Centers • Provider Sponsored Health Plan

Mountain States Health Alliance | Bringing Loving Care to Health Care

MSHA’s Business Model

Mountain States Health Alliance | Bringing Loving Care to Health Care

• Business Model: Baldrige National Quality Award Criteria

• Tennessee Center for Performance Excellence: 2005, 2009, 2013 Excellence Award

• Virginia U.S. Senate and Productivity Award: 2012 Medallion Award

• National Quality Forum (NQF): 2012 National Quality Healthcare Award

• Baldrige National Quality Award: 2012 and 2013 Site Visits

MSHA 10-Year Strategic Plan

Core Strategies

I. Transform the delivery of care from a fee-for-service model to a population health management model using evidence based practices designed towards improving cost and quality.

II. Achieve smart growth.

III. Aggressively pursue and achieve operational cost efficiencies and manage fixed costs in alignment with market volume reduction.

Supporting Strategies

IV. Enhance organizational infrastructure to support current needs and realize future vision.

V. Enhance relationships to support value-based business model.

VI. Build technology infrastructure to support current needs and realize future vision.

Mountain States Health Alliance | Bringing Loving Care to Health Care

Our Strategic Leadership Goals

Mountain States Health Alliance | Bringing Loving Care to Health Care

With a work force totaling 17,220 spread across two states, it is imperative that leaders are continually developed and are well versed in the values of our organization.

The goals of our program include providing competency-based training and development to support: • MSHA’s strategic initiative to leverage existing strengths of the

Organization’s leadership team and systematically create sustainability for the organization

• to achieve our mission of “bringing loving care to healthcare” by fostering this environment and culture across MSHA.

• to assist the community in attaining its highest level of health.

MSHA Leadership Academy Model

Mountain States Health Alliance | Bringing Loving Care to Health Care

Leadership Advisory Council

CLO/Sr. Executive Coach

MSHA Executives

MSHA Physicians

Development of MSHA Leaders at all Levels

Mountain States Health Alliance | Bringing Loving Care to Health Care

Aspiring Leaders

MSHA Aspiring Leader Program

Leadership Development

Classes

Novice-Mid Career Leaders

MSHA New Leader Onboarding

MSHA Leadership Development

Series

Leadership Development

Classes

Managers/Directors

MSHA New Leader Onboarding

Talent Development

Leadership Forums

Leadership Certification

MSHA Fellowship & Mentor Programs

Executives

Executive Onboarding

Fellowship & Mentor Guidance

Leadership Forums

Leadership Certification

Coaching

MSHA New Leader Orientation

30 days

• In-class Orientation

• Quality, Strategic Planning e-learning intro, Corporate Compliance Core Curriculum

60 days

• Leadership Talent Development

• VOS RIE Participation

• MSHA Payroll Processes (e-learning module

90-180 days

• VOS Green Certification

• MSHA Business Model Training

• Strategic Planning

Mountain States Health Alliance | Bringing Loving Care to Health Care

Aspiring Leader Program

Mountain States Health Alliance | Bringing Loving Care to Health Care

Purpose/Target Audience

This program was designed to provide leadership development opportunities to MSHA team members that aspire to become future leaders. The curriculum challenges participants to grow knowledge, behaviors and skills based on the MSHA leadership competencies.

Enrollment Requirements/Expectations

Program participation requires supervisory recommendation. The participant must commit to completing at least six Leadership Academy learning's within defined timeframe.

Expected Outcome

Leadership competency attainment and improved MSHA organizational metrics.

Purpose/Target Audience

• Novice to Mid-Career Leader

• The content and assignments in the MSHA Leadership Development Series are designed to develop and strengthen leader competencies and capabilities, including their ability to optimize workforce capacity.

Enrollment Requirements/Expectations

• Enrollment will be based on the request/approval of the manager’s one-up supervisor. Participants will need to commit to 12 classroom sessions lasting one half-day per month. Additional pre-class and post-class assignments may also be included.

Expected Outcome

• MSHA Leadership Competency attainment & improved MSHA metrics; Common Culture

Leadership Development Series

Mountain States Health Alliance | Bringing Loving Care to Health Care

Leader Identified Complete Initial Assessment (Profiles PXT, DISC, Internal 360) IDP completed Assigned Mentor

Complete VOS Initial Core Training

Assigned to participate in VSA, RIE

Begin activities in assigned areas

Didactic Sessions linked to Blueprint Metrics

Participate in Mentor Program

Complete Leader Training Assignments through MSHA Leadership Academy

MSHA Leadership (Fellow) Program Process

June/July

Aug - Nov

Dec -

Beyond

Mountain States Health Alliance | Bringing Loving Care to Health Care

MSHA Leading Stars - Mentoring

Mountain States Health Alliance | Bringing Loving Care to Health Care

Increase retention rates

Increase high potential satisfaction

Shorten time to advancement

Deepen organizational bench strength

8 pairs assigned

Various stages of relationship

Goal to learn from stages – deploy in larger manner

Linking to other programs (Executive fellowship)

Preceptor Program • The Preceptor Program aides in preparing MSHA

team members for their role and responsibilities of being a preceptor.

• Successful preceptors help promote accomplishment of team members in the workplace, while enhancing learning outcomes and creating more supportive work environments.

• Effective preceptors have the ability to promote recruitment, improve retention, increase patient safety, decrease costs and increase the quality of care delivered.

Mountain States Health Alliance | Bringing Loving Care to Health Care

Level Three Evaluation :

Competency Validation

Program includes a preceptor

competency check-off to be

completed in the participant’s

work setting to ensure the

team member has the

capability to perform newly

learned precepting skills.

Higher Education Partnerships

Mountain States Health Alliance | Bringing Loving Care to Health Care

MSHA is partnering with local community colleges and universities to

provide leadership and excellence training internally and externally.

• Servant Leadership – Milligan and MSHA Faculty

• General Business and Operations – MOOCs and Seminar

• Leadership Skills – On-Line and Seminar

• Targeted Clinical Programming

Complete Assessment DISC and Profiles PXT and review results (One-time)

Complete Self and One-up Leader MSHA Competency Assessment (After initial submittal, completed annually, due July 31st each year)

Develop Plan with One-Up leveraging Leadership Academy Framework (Annually, due July 31st each year)

File Report with Leadership Academy( Annually Upload to Personal Leadership file)

Review progress and modify as needed with One-Up and provide Leadership Academy annual update of progress (due Jan 31st )

Leader Talent Development

Process Overview

Mountain States Health Alliance | Bringing Loving Care to Health Care

MSHA Executive Talent Development

FY14 Executive Training for enhanced development:

1. Crucial Conversations

2. ACHE Leadership Certification Training

3. Value Optimization (VOS) Certification

4. Pacesetting Leadership Styles

5. Presentation training

Mountain States Health Alliance | Bringing Loving Care to Health Care

Mountain States Health Alliance | Bringing Loving Care to Health Care

MSHA Executive Team: Talent Development Reporting • Leadership Styles

Directive

Visionary

Affiliative

• What is critical to a leader’s effectiveness is his or her ability to diagnose the demands of the situation at hand, and to make use of the full array of styles, rather than to rely on only one or two styles to deal with all situations.

• Leadership Styles number reflects primary or

dominant and back-up style.

Participative

Pacesetting

Coaching

Hay Group Organizational

Climate Evaluation

Analyzes 6 climate

dimensions comparing how

the team feels and how the

leader feels they do in

creating a high performing

climate.

Mountain States Health Alliance | Bringing Loving Care to Health Care

Leadership Forum Process

Our Leadership Forums are focused on process improvement with organizational outcomes. The focus of our Leadership Forums this last year was to apply VOS tools.

- All attendees were asked to apply their knowledge by completing two “Just Do Its” and submit those processes back to Organizational Development for validation.

- Organizational Outcomes related to the “Just Do Its” were at a department level and ranged from cost savings, time savings, elimination of waste, improved efficiencies, etc.

Mountain States Health Alliance | Bringing Loving Care to Health Care

Organizational Outcomes

Mountain States Health Alliance | Bringing Loving Care to Health Care

Resounding success for supporting leader development and building sustainability

• Satisfaction moved from 4.5 to 4.8

• Applicability rates above industry benchmark

• Performance on post tests above 80% mastery

• Internal promotion rate has increased from 22% to 27% vs. ASHHRA rate of 9%

• 24 participants in the Advanced Advisory Board have been promoted or accepted expanded job responsibilities

• Metrics including team member engagement and retention are also monitored.

Team Members Feel MSHA Provides Training to Do Job

Mountain States Health Alliance | Bringing Loving Care to Health Care

I get the training I need to do a good job 2004 2006 2008 2010 2013

MSHA Overall 3.91 3.97 4.05 3.97 4.02

Morehead Top Decile 4.08 4.14 4.19

Leadership Development: Overview & Return

Program Aspiring Leader New Leader Onboarding Leadership Development Series

Inception Date

January 2014 Kickoff September 2013 (Revised Program)

September 2011

Customer Segment

Future Leaders All Team Members New to MSHA Leadership

Novice to Mid-Career

Focus • Leadership development based on the MSHA core leadership competencies.

• Successful Role Transition • Integration of MSHA Culture

and Organizational goals

• Leadership development based on the MSHA core leadership competencies

Organization Outcomes

• Promotion • Leadership Competency • Growth

• 21% Knowledge Improvement.

• Retention • Leadership Competency

Growth

• 27% knowledge improvement

• 12% of the Leadership Dev. Series participants received promotions since their enrollment.

Mountain States Health Alliance | Bringing Loving Care to Health Care

Leadership Forum: February 2013 Results

• Over 700 “Just Do Its” have been reported after the February Forum on the State of Healthcare and the introduction of the “Just Do It” philosophy.

Translation….. Over 700

actions taken to bring greater

value to our customer and

remove waste from the

system!

Mountain States Health Alliance | Bringing Loving Care to Health Care

“Just Do It” Sample Organizational Outcomes

Area/Location Action Outcome

Corporate – EAP Adjust appointment times to every 45 minutes to increase availability

Volume increased from average 325 per month to 350 per month adding no additional staff

IPMC Admitting Decrease registration time for patients by increasing efficiency

35% decrease in registration time – improvements came from frontline team and learnings from other facilities

HH Nurse Supply Capture Pair supply clerk with nurse to pull patient supplies with change to clerk entering supply charges into Allscripts

35% increase in supply charge capture with process change

Mountain States Health Alliance | Bringing Loving Care to Health Care

Physician Education Leadership Academy

Mountain States Health Alliance | Bringing Loving Care to Health Care

Achievement of 4.5 on 5 point

Likert scale benchmarked with

Advisory Board

Success Factors

Mountain States Health Alliance | Bringing Loving Care to Health Care

Participation rates have doubled to over 2,000

• Testament to the quality of programming-development of internal fellowship and aspiring leaders programs

• Fortunate to have tools such as Profile PXT and DiSC profile assessments

• Develop Offerings Between OD and local schools: VHCC, provided 84 sessions of Microsoft training for 1488 TM

• Broadening focus on Lean and Population Health: patients

• Align OD offerings for Leadership Certification Review, i.e. ACHE speakers, Nov 2013 – 6 hours ACHE Category 1 Pursue External Offerings for the Leadership Academy for revenue

Celebrate!

Mountain States Health Alliance | Bringing Loving Care to Health Care

58 MSHA Team Members Recognized

for completing the Leadership

Development Series on August 23

Physician Leadership Academy

Mountain States Health Alliance | Bringing Loving Care to Health Care

• Two year program in conjunction with ACPE

- Medical Staff Leaders and Identified Physicians

- Oversight Morris Seligman, M.D. and Physician Liaisons

- Quarterly Sessions

- Designed to foster healthcare operations acumen and build relationships with MSHA Facility Leadership

• Graduation Ceremony – President of ACPE commencement speaker – Peter Angood, M.D.

• Cycle of Refinement into FY 2014 with addition of courses

Mountain States Health Alliance | Bringing Loving Care to Health Care

Organizational Development Social Media and Social Business Strategy:

• Developed to Ensure Continued Team Member and External Customer Engagement

• Nurse Residency Facebook Page:

• To foster a Social Connection, Organizational Development has created a Facebook Group for the December 2013 Nurse Graduates

• In review of how other Organizations have used this technology, this will enable New Nurse Graduates a way to communicate with similar team member peers experiencing the same challenges while in a controlled setting

• An Organizational Development team member will monitor the group, be in charge of the settings, invite or allow the appropriate people to join

• The Facebook Page will also be an avenue to share educational opportunities with the group and keep them informed of changes and updates that are pertinent to them

• LinkedIn:

• With more than 2,600 LinkedIn Members following Mountain States Health Alliance, the MSHA Leadership Academy—MSHA Organizational Development Service Page Provides an overview of our External Leadership Educational Services and Training Opportunities

Social Media and Social Business Strategy

Social Media and Social Business Strategy

Mountain States Health Alliance | Bringing Loving Care to Health Care 50

Organizational Development Social Media and Social Business Strategy:

• The KNOW Network Mobile Application: • Launched October 14, 2013, The KNOW Network Mobile Application Links the

Community to Organizational Development • Community Members May Register for and Attend Leadership and Clinical Classes

Offered by the Department • Currently Developing Techniques to Offer on Demand eLearnings Related to

Population Health

• Internal Social Media: The KNOW Network Internal Page: • Facility Based Blogs and Discussion Boards • Leadership Blog and Discussion Board • System and Facility Training Calendars • Live Chat • Multimedia Resource Center • Link to VOS Standard Work for Hardwired Integration of VOS Process Changes


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