While most of the country is in the depths of winter, the HDI Healthcare Providers Forum (HPF) got a chance to thaw out during their first Forum meeting of 2012, which took place February 6–9, 2012 in Palm Springs, CA. Before I summarize what took place during the meeting (the full agenda is available online), I want to share a couple of reflections about the meeting from current HPF members.
I came away from the February 2012 HDI Healthcare Providers Forum meeting with a variety of ideas and practical tools to implement in my workplace. We reviewed a scorecard used at another member’s medical center for quality assurance that we can also use in our IT department that will help increase our first contact resolution rate; we learned a smart method from an outside speaker on how to use keywords in job postings that will help us increase our pool of available and skilled candidates; and we heard how the Studer Group is helping hospitals such as ours achieve increased customer and patient satisfaction.
During this meeting, I had the opportunity to present the work we did on consolidating four service desks across our hospital’s enterprise. The level of engagement, questions, and discussion from the Forum group during my presentation was enthusiastic and thought-provoking. Last, but not least, we listened and critiqued recorded calls from several different service desks. The value in this session was in hearing the differing perspectives and observations.
All this in just one Forum!
Darlena Luppino Torres
Service Desk Manager
Clinical Support Team, UCSF Medical Center
The first HDI Healthcare Providers Forum meeting of 2012 had two very strong outside speakers. Both provided powerful messages on their subjects (trust and a how-to guide to finding and hiring the right people). Sometimes it takes someone like that to make very obvious, common sense kind of things really stand out.
ITS Help Desk Manager
UW Hospitals and Clinics
Kicking off the meeting was Gary Richins, a senior consultant at FranklinCovey and a well-known Forum speaker (he has lead a similar session for three different HDI Forum groups), who facilitated a session on “Leading at the Speed of Trust.” During this session, HPF members learned that trust-related problems put the brakes on productivity, divert resources, and squander opportunities. They also learned that leaders who make building trust in the workplace an explicit goal of their jobs elevate trust to a strategic advantage—accelerating growth, enhancing innovation, improving collaboration and execution, and increasing shareholder value. This session was a highly interactive workshop that helped the members identify and close the trust gaps in their organizations. They learned that doing business at the “speed of trust” will dramatically lower costs, speed up results, and increase their influence.
Day 1 wrapped up with a member-facilitated session entitled “Lahey Clinic’s Journey to Excellence”, led by Roe Sherman of Lahey Clinic. In the spring of 2011, Lahey Clinic entered into a three-year engagement with the Studer Group, an outcomes-based healthcare firm that has helped more than 800 hospitals, hospices, medical groups, and systems create and sustain clinical, service, and operational excellence. During this presentation, Roe shared Lahey’s experiences to date, along with some of the tools that they are using to guide them on their journey toward excellence.
Day 2 began with a presentation from another exceptional speaker: John Younger, president and CEO of Accolo. John lead a session called “Being an Exceptional Manager: Lessons from the Edge.” John’s discussion included six parts:
- Clarifying Your Need and Finding Great People
- Conducting the Perfect Interview
- Setting SMART Performance Objectives
- FMLA: The Good, Bad and Ugly
- Terminating Employees with Care, Finesse, and Legal Defensibility
- Top 10 Secrets of Great Managers
The rest of Day 2 and all of Day 3 were set aside for sharing and learning opportunities between members of the group. On Day 2, Darlena Torres and Shane Juedes shared two case studies, on the consolidation of four large help desks and ticket quality assurance, respectively. The members then broke out into groups by the type of ticketing systems their organizations use. Each group shared their difficulties and solutions, how they use the system and challenges they have with the system, and what they have heard others have done to solve or mitigate these system issues.
The final session of the meeting gave members the opportunity to listen to actual calls from three different member organizations. The group listened to, reviewed, and critiqued each call using a quality checklist shared by one of the members.
The next HPF meeting will take place on June 25–28, 2012 in Colorado Springs, CO. Other Forum groups meeting that week include:
The Higher Education Forum will meet on July 10–13, 2012 in Laramie, WY, at the University of Wyoming.