Humanizing X: Joy in Work 1

Transcription

1 Humanizing X: Joy in Work 1

2 Humanizing X: Joy & Empathy at Work Humanizing X: Joy in Work 2

3 Joy is one of health care s greatest assets. Why joy in work? And why now? Joy is a connection to meaning, purpose, and resilience. Joy is a fundamental right. Humanizing X: Joy in Work 3

4 Our Journey Map Our Culture of Transformation Stress & Burnout 4 Steps to More Joyful Work Human Centered Design Empathy Humanizing X: Joy in Work 4

5 Creating respectful, empathetic interactions that deliver joy and ease suffering for all people involved in health care, patients, families, and the care team. Goal of the Human Experience 5

6 Human Experience Hackensack Meridian Health s Quadruple Aim Joy Value Quality/ Safety Humanizing X: Joy in Work 6

7 Living Our Beliefs 7

8 Joy not burnout should rule the day. Donald M. Berwick, MD President Emeritus and Senior Fellow Institute for Healthcare Improvement Humanizing X: Joy in Work 8

9 You cannot give what you don t have. 9

10 Performance Coaching for Team Leaders: Suji Iyer Medscape Lifestyle report, 2017

11 4 Steps to More Joyful Work Human Centered Design Ask, What matters to you? Identify the pebbles in your shoe. Commit to a shared responsibility. Use improvement science to improve joy. Humanizing X: Joy in Work Institute for Healthcare Improvement 11

12 4 Steps to More Joyful Work Human Centered Design Ask, What matters to you? Identify the pebbles in your shoe. Commit to a shared responsibility. Use improvement science to improve joy. Humanizing X: Joy in Work Institute for Healthcare Improvement 12

13 What matters to you? I got into health care because What makes me proud to work here is What matters to me in my work is The most meaningful or best part of my work is I know I make a difference when When we are at our best, here s what it looks and feels like Humanizing X: Joy in Work 13

14 4 Steps to More Joyful Work Human Centered Design Ask, What matters to you? Identify the pebbles in your shoe. Commit to a shared responsibility. Use improvement science to improve joy. Humanizing X: Joy in Work Institute for Healthcare Improvement 14

15 Building Peaks Video X Talk: Build peak moments 15

16 Elevation Rise above the everyday Insight A-ha moments when we experience a burst of revelation Pride Capture us at our best Connection Social moments that are stronger for having been shared with others Building Peaks 16

17 Day-to-Day Operations What pebbles would be most powerful to build into peak moments for the TMX? Development Onboarding Celebrations Coaching Recognition Recruiting 17

18 4 Steps to More Joyful Work Human Centered Design Ask, What matters to you? Identify the pebbles in your shoe. Commit to a shared responsibility. Use improvement science to improve joy. Humanizing X: Joy in Work Institute for Healthcare Improvement 18

19 Human Centered Design INSPIRATION IDEATION IMPLEMENTATION 19

20 Empathy is Humanizing X: Empathy at Work 20

21 Empathy vs Sympathy 21

22 Is empathy something we are simply born with, or is it a skill that we can practice and improve? Humanizing X: Empathy at Work 22

23 An exercise in empathy. Humanizing X: Empathy at Work 23

24 Humanizing X: Empathy at Work 24

25 create a system where everybody may take joy in their work. W. Edwards Deming Humanizing X: Joy in Work 25

26 Human Centered Design INSPIRATION IDEATION IMPLEMENTATION 26

27 Performance Coaching for Team Leaders: Suji Iyer

28 Humanizing X: Empathy at Work 28

29 Humanizing X: Empathy at Work 29

30 Performance Coaching for Team Leaders: Suji Iyer

31 Steps Humanizing X: Empathy at Work 31

32 HOSPITAL Humanizing X: Empathy at Work 32

33 HOSPITAL PEOPLE THINGS Humanizing X: Empathy at Work 33

34 HOSPITAL Humanizing X: Empathy at Work 34

35 ATTITUDES /EMOTIONS Humanizing X: Empathy at Work 35

36 Humanizing X: Empathy at Work 36

37 HOSPITAL Humanizing X: Empathy at Work 37

38 HOSPITAL Impact Humanizing X: Empathy at Work 38

39 Humanizing X: Empathy at Work 39

40 Humanizing X: Empathy at Work 40

41 Team Member Experience Day-to-Day Operations Celebrations Development Coaching Recognition Onboarding Recruiting Choose Experience & Create a Persona 41

42 Empathy Map Humanizing X: Empathy at Work 42

43 Steps 43

44 Steps People/ Things What people/things does the person interact with? 44

45 Attitudes /Emotions Steps People / Things Human Centered Design 45

46 Attitudes/ Emotions Steps People/ Things What area would be most impactful to focus on? Why? 46

47 Attitudes/ Emotions Steps IMPACT People/ Things What area would be most impactful to focus on? Why? 47

48 Elevation Rise above the everyday Insight A-ha moments when we experience a burst of revelation Pride Capture us at our best Connection Social moments that are stronger for having been shared with others Ideation & Design Canvas 48

49 Prototype & Test 49

50 Human Centered Design INSPIRATION IDEATION IMPLEMENTATION 50

51 Empathy Skills Lab Humanizing X: Empathy at Work 51

52 Guidelines for Humanizing X TLC 1. Time 2. Listen 3. Connect Humanizing X: Empathy at Work 52

53 Simulation Skills Lab Create trios and rotate roles: patient, team member practicing empathy, observer Role play Humanizing X: Empathy at Work 53

54 What has this been like for you? That sounds very difficult. I can imagine this might feel... Are you okay with that approach? Express Empathy I m hearing that I can understand Would you tell me a little more? Let s solve this together

55 Round 1 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Empathy at Work 55

56 Round 2 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Empathy at Work 56

57 Round 3 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Empathy at Work 57

58 Round 4 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Empathy at Work 58

59 Simulation Skills Lab Debrief What did you learn? What were your successes? What were your challenges? Humanizing X: Empathy at Work 59

60 What is one key learning from today? Humanizing X: Empathy at Work 60

61 Our Journey Map Our Culture of Transformation Stress & Burnout 4 Steps to More Joyful Work Human Centered Design Empathy Humanizing X: Joy in Work 61

62 We must learn to think in moments, to spot the occasions that are worthy of investment Moments are what we remember and what we cherish. Dan Heath Humanizing X: Empathy at Work 62