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© 2021 Planetree International WHEN CRISIS HITS, CULTURE MATTERS MORE THAN EVER! SEPTEMBER 29, 2021
© 2021 Planetree International
WHEN CRISIS HITS, CULTUREMATTERS MORE THAN EVER!
SEPTEMBER 29, 2021
© 2021 Planetree International 2
Webinar Hosts
Samantha DurantOffice Coordinator
Jill GoldeSenior Vice President
Global Services
Sara GuastelloSenior Vice PresidentPerson-Centered Care Standards
© 2020, Planetree International
Housekeeping Details
• Questions?
• Slides, recording of webinar and White paper will be sent to all via email
• Certificate of Attendance will be sent via email to attendees
• 1 Learning Credit earned toward Fellows in Person-Centered Care credential
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www.planetree.org/fellows
© 2021 Planetree International
Starting with What We Do
Our Purpose: Empowering people to profoundly humanize the healthcare experience for everyone, everywhere, every time.
Partnering to build cultures in which everyone:
• Is glaringly person-centered
• Makes their caring visible in every interaction
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© 2021 Planetree International
When Crisis Hits, Culture Counts More Than Ever: What Makes Organizational Cultures Resilient and Enduring?
Wednesday, September 29, 2021 at 11am EDT
© 2021 Planetree International
Our Purpose Today
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© 2021 Planetree International
Transformation Initiatives: The Impact
• Before 2020: – Patient Experience Surveys– Culture Assessments– Physician and Staff Engagement
• New Questions Raised when COVID Hit– Creativity?– Teamwork and Resilience?– Ability to Remain Person-Centered?
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© 2021 Planetree International
Our Study – The Process
• Zoom interviews with 12 Teams from 5 countries
• Asked to reflect on: How has your commitment to creating a caring
culture through person-centered care and caring communication served you during
this challenging time?8
© 2021 Planetree International
Our Panel of Healthcare Leaders
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Patti BradleySr. Director Patient ExperienceNorth Kansas City [email protected]
Terri BolotinDirector of Spiritual Care & Planetree CoordinatorAtrium Mercy [email protected]
Amanda MoodyVice President, Planetree InstituteSun River [email protected]
© 2021 Planetree International
Question One
Think back to when you embarked on your person-centered and caring communication journey: What
were you trying to accomplish?
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© 2021 Planetree International
Question Two
Enter COVID 18 months ago…Tell a concrete story from your organization that you observed or heard of that made you proud of the focus and work you’ve done on your culture. Be specific and share the details.
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Six Themes Emerged
© 2021 Planetree International
Question Three
Choose a theme or two you want to address and share more about your
work in that area.
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WHY did these culture initiatives
have such a profound impact?
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© 2021 Planetree International
Three Explanatory FactorsThe Power of Culture Culture is what separates high
performing organizations from others
Carol Dewar & Reed Doucette, Culture: 4 Keys to Why it Matters, 2018.Owens, K., Eggers, J., Keller, S., McDonald, A. The Imperative of Culture, Healthcare Leadership, 2017.
Caring and the Power of Purpose
The best companies have a culture of putting people first.People need “skyhooks” to give their lives meaning
O’Malley, 2019 “What the best companies to work for do differently.”OA Ohlmann, Skyhooks, Harvard Business Review, 1955
Complexity Science
Simple rules like cultural norms and values (person-centeredness & caring communication) – offer stability and tools for navigating uncertainty
Begun and Jiang, Complexity Science during COVID, NEJM Catalyst Innovations in Healthcare, 2020
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© 2021 Planetree International
Question Four
What is one gift of advice based on your experience you’d like to share with our
listeners today?
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© 2021 Planetree International
© 2021 Planetree International
Connect with us!
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Karin JaySVP, Global [email protected]
Jill GoldeSVP, Global [email protected]
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Ways You Can Engage with Us Immediately
• Check out our new white paper on today’s topic
• Subscribe to our Free Quarterly Newsletter!
