23rd Annual ASHP Conference for Pharmacy Leaders Workforce Resilience: Developing an Open and Successful Environment

Transcription

1 Workforce Resilience: Developing an Open and Successful Environment Robert P. Granko, PharmD, MBA, FASHP Director of Pharmacy, Moses Cone Hospital and MedCenter Highpoint Hospital, Greensboro, NC Disclosure In accordance with the ACPE s and ACCME s Standards for Commercial Support, anyone in a position to control the content of an educational activity is required to disclose their relevant financial relationships. In accordance with these Standards, ASHP is required to resolve potential conflicts of interest and disclose relevant financial relationships of presenters. In this session: All planners, presenters, reviewers, and ASHP staff report no financial relationships relevant to this activity. Objectives Evaluate a case study for characteristics and symptoms of manager burnout. Compare and contrast available research and resources available to pharmacy leaders on well being and resilience. Given a scenario, develop a potential plan to implement an employee wellness and resilience program. Page 1 of 12

2 Financial Disclosure The presenter has no financial relationships or conflicts of interest to disclose. Moses H. Cone Memorial Hospital 536 licensed beds (private, not-for-profit) Level 2 trauma center; 81 ED Beds Annual ED visits: 110,000 Women's Hospital 620 Case Study AG is an assistant director of pharmacy at a large academic medical center, who has been feeling a significant amount of burnout for several months She s feeling overwhelmed and increasingly hopeless about life, and worries that her inability to perform to the best of her abilities will hurt patient care AG is afraid to tell anyone how she feels because people might think she s weak and won t discuss the situation with her family because she doesn t want to disappoint them She is feeling completely trapped and wonders why she went into management in the first place, she would do anything at this point to escape it Ellis, K. Lasic, M. Dealing with burnout. The Institute for Healthcare Improvement website. Accessed August 14, 2018 Page 2 of 12

3 Case Study Questions 1. What would you do if you were AG? Is there someone in your organization to whom you could go if you felt you needed help? 2. Have you ever experienced burnout at work? What role did workplace culture play in the situation? 3. How might a health care organization prevent and screen for problems such as burnout, stress, and depression in the workplace? 4. What would you do if one of your colleagues wasn t performing well and you were worried about the care that his/her patients were getting? What if the person were senior to you? 5. How do you maintain a balance between the demands of your work and your own personal sense of well being? Ellis, K. Lasic, M. Dealing with burnout. The Institute for Healthcare Improvement website. Accessed August 14, 2018 Flourish: to find fulfillment in our lives, accomplishing meaningful and worthwhile tasks, and connecting with others at a deeper level Flourish Growth Happiness Better relationships Human Flourishing Flow Meaning Today s Goal: Present and practice tools you can use to help you flourish, so that you can help your team flourish Gratitude Accomplishment Love Seligman MEP. Flourish: A visionary new understanding of happiness and well being. New York, NY: Atria Paperback; Positive Psychology The topic of positive psychology is well being Positive Psychology: the scientific study of the strengths that enable individuals and communities to thrive The gold standard for measuring well being is flourishing Well Being: A state of happiness, being pleased and content, low degrees of anguish, generally positive physical and cognitive health and attitude, or good quality of life The goal of positive psychology is to increase flourishing Seligman MEP. Flourish: A visionary new understanding of happiness and well being. New York, NY: Atria Paperback; Page 3 of 12

4 The 5 Elements of Well Being Positive emotions Engagement Relationships Meaning Accomplishments The PERMA Model: Your Scientific Theory of Happiness. model/ Measurable Components of Resilience Resilience: the set of individual skills, behaviors, and attitudes that contribute to personal physical, emotional, and social well being, including the prevention of burnout Decompression: the ability to disconnect from work Activation: the degree of engagement with work Press Ganey. (2018). Burnout and Resilience: A Framework for Data Analysis and a Positive Path Forward. [White paper]. and resilience a framework for data analysis Employee Engagement Press Ganey Patient experience company in South Bend, Indiana Mission: Helping clients transform the patient experience Importance of measuring resilience: When physicians, nurses, and other front line healthcare providers feel good about their work and their work environments and have the professional and emotional support they need to manage the challenges of their jobs, organizational performance on measures of safety, quality, patient experience, and financial outcomes reflects that. Press Ganey. (2018). Burnout and Resilience: A Framework for Data Analysis and a Positive Path Forward. [White paper]. and resilience a framework for data analysis Page 4 of 12

5 Moses Cone Hospital Pharmacy Resilience Data Question Wording Resilience: Decompression Pharmacists vs. Nat l Healthcare Average Pharm Techs vs. Nat l Healthcare Average Pharmacy Dept vs. Nat l Healthcare Average I can enjoy my personal time without focusing on work matters I rarely lose sleep over work issues I am able to free my mind from work when I am away from it I am able to disconnect from work during my free time ( s/phone) Resilience: Activation I care for all patients/clients equally even when it is difficult I see every patient/client as an individual person with specific needs The work I do makes a real difference My work is meaningful TEAM: Sterile Products, Special Formulations, OR Key Contributors Karen Fennel & Cameron Mills Thank you for coming in on your day off to help with the code carts when our team needed help! KH Ben Alan Thank you for going above and beyond your job duties to help others in need and to share your experience in compounding KCENTRA. KH Created by Kevin Hansen, PharmD, MS, BCPS Rank Top 5 CHEERS Employee Number of CHEERS 1 Sally Day 5 2 Karen Fennel 4 3 Annie Santana 3 4 Ben Alan 3 5 Cameron Mills 3 CHEERS Highlights Welcome Shannon Pett, CPhT to the team! Thanks Anita, Ben, and Karen for attending the construction meeting to help with new design! Team CHEERS 31 Page 5 of 12

6 Empirical Validation of Exercises 6 group, random assignment, placebo controlled Internet study 411 Patients Completed Follow up Results Followed 577 adults for 6 months Participants randomized to 1 of 5 happiness exercises or a placebo exercise Results based on baseline SHI and CES D questionnaires Increased Happiness & Decreased Depressive Symptoms for 6 months Three Good Things Using Signature Strengths in a New Way Increased Happiness & Decreased Depressive Symptoms Immediately and for 1 month Gratitude Visit Seligman ME, Steen TA, Park N, Peterson C. Positive Psychology Progress: Empirical Validation of Interventions. Am Psychol. 2005;60(5): Description of Exercises Studied Three Good Things Write down 3 things that went well today and why they went well every night for 1 week; Plus Using Signature Strengths in a New Way Complete character strengths questionnaire at Use 1 of these top strengths in a new and different way every day for 1 week Gratitude Visit Take time to write and deliver a letter of gratitude (note) in person to someone who has been especially kind to you but whom you need to recognize and thank Three Good Things Exercise Morning What 3 things will make today great? Evening What 3 things did I see today that were amazing? Morning What 3 Things am I most grateful for? Results Evening What 3 things could have made today better? Page 6 of 12

7 VIA Classification of Character Strengths VIA Classification of 24 VIA Character Strengths VIA Institute on Character Character Trait Icons Children, Inc. Why does it matter? Brings you to take risks & pursue goals, which leads to the selfconfidence and satisfaction that comes with successful accomplishments To Do: Ask difficult questions that help yourself & others to face reality Why does it matter? Hopeful people tend to be healthier, happier, more successful, more resilient, & they tend to establish positive & healthy relationships To Do: Spend 15 mins twice a week generating optimistic ideas. Write them down & list actions you can take to realize your ideas. Discuss with friends & make them partners in your endeavors Top 5 Signature Strengths Why does it matter? The immediate benefit for you includes feeling authentic, real, & a person of integrity To Do: Think & act fairly when you face the next challenge, regardless of the impact on your position or popularity Why does it matter? Helps you improve your skills, talents, & resourcefulness, as well as other character strengths you are working on To Do: Select two activities that you find engaging & give 100% to them Why does it matter? Linked with better personal adjustment, including fewer physical & psychological symptoms & having a greater sense of self acceptance & selfesteem in relationships To Do: Identify role models and examine them in detail. Let these details inspire and regulate your goals VIA ME! and VIA PRO Report. Image: content/uploads/2017/11/ Character Strengths Symbols Poster FINAL 1.jpg Gratitude Visit Exercise Using the thank you cards at your table, call to mind someone who did something for you that you didn t thank and write a short thank you note to them Consider selecting a person or act that you haven t thought about lately Describe specifically what this person did, why you are grateful, and how their behavior affected your life Plan a visit with the recipient, let them know you are grateful to them and present them the note Page 7 of 12

8 Active, Constructive Responding Exercise For this exercise, turn to the person next to you and play through the roles as if your partner was your best friend/sibling/significant other. Role A Role B Just got a promotion and a raise at work that you ve been pursuing for the last year Respond to this news Constructive Destructive How Does Your Response Stack Up? Passive That is good news. You deserve it. Low energy and quiet That s great what s for dinner? Turns Focus Inward & Avoids Speaker Active That is great! I am so proud of you. I know how important that promotion was to you. Where were you when your boss told you? What did he say? How did you react? We should go out and celebrate. Enthusiastic Support & Authentic That sounds like a lot of responsibility to take on. Are you going to spend even fewer nights at home now? Dismissive & Demeaning Active, Constructive Responding For Personal Use Listen carefully each time someone you care about tells you about something good that happened to them. Go out of your way to respond actively and constructively. Ask the person to relive the event with you; the more time he/she spends reliving, the better. Spend lots of time responding. Record them nightly in the following form: Other s Event My Response (Verbatim) Other s Response to Me Page 8 of 12

9 Using the Tools Daily 1. How might you use each exercise in both your personal and professional life? 2. What other exercises do you use currently or have you used in the past? 3. What would be the overall best practice? Tool Personal Life Use Professional Life Use Three good things Using signature strengths in a new way Gratitude visit Active, constructive responding Others Commit to Yourself Place a reminder in your phone to alert you to complete your daily exercise of choice Tell a friend/family member what you plan to do, they can help to hold you accountable and may even want to start trying these themselves Make time to reflect on how your chosen exercise(s) have changed how you feel. Are you starting to feel more positive? More grateful? Waking up more refreshed and energized? Key Takeaways Not everyone feels comfortable asking for help even when they re overloaded and experiencing burnout Applying three good things and active, constructive responding into your life and your team can increase well-being in the workplace Implementing recognition programs in your workplace can improve the culture of your teams Page 9 of 12

10 Grateful Brittany Stone, PharmD Candidate Kenny Kang, PharmD Alex C. Varkey, PharmD, MS, FAPhA Using the Tools Daily 1. How might you use each exercise in both your personal and professional life? 2. What other exercises do you use currently or have you used in the past? 3. What would be the overall best practice? Tool Personal Life Use Professional Life Use Three good things Using signature strengths in a new way Gratitude visit Active, constructive responding Others Page 10 of 12

11 The Case: AG is an assistant director of pharmacy at a large academic medical center. She is regarded as one of the most talented and hardest working employees within the pharmacy department. For several months, however, she has been feeling a significant amount of burnout. Her boss continues to ask for more than what she has time for. She also continues to feel increasingly unwell both physically and emotionally. To make matters worse, her father had recently been diagnosed with cancer. Her father lives over 500 miles away, and it s impossible to visit him regularly. AG can t stop thinking about her father and is having a hard time focusing on work. She has to force herself to complete tasks and has stopped giving her work the extra due diligence she used to. She is feeling overwhelmed and increasingly hopeless about life and, in spite of her many past successes, she is starting to regard herself as a complete failure. She also worries that her inability to perform her job to the best of her abilities will hurt patient care and increase the risk of medication errors at her institution. AG is worried because she was briefly diagnosed with clinical depression as a teenager, and her symptoms are beginning to resemble what she felt back then. She knows, however, that she cannot stop working; there is no one who can take her place at the moment, and her not being there would force her co-workers to take on an intolerable work load. AG is afraid to tell anyone how she feels because she knows that people in the department will start to regard her as a weak co-worker if she complains. Besides, everyone else is working just as hard and don t seem to be having any problem. She will not even discuss the situation with her family at home because she does not want to disappoint them. She is feeling completely trapped and wonders why she went into management in the first place; she would do anything at this point to escape it. Questions for consideration: 1. What would you do if you were AG? Is there anyone in your organization to whom you could go if you felt you needed help? 2. Have you ever experienced burnout at work? What role did workplace culture play in the situation? 3. How might a health care organization prevent and screen for problems such as burnout, stress, and depression in the workplace? 4. What would you do if one of your colleagues wasn t performing well and you were worried about the care that his or her patients were getting? What if the person were senior to you? 5. How do you maintain a balance between the demands of your work and your own personal sense of well-being? Used with Permission - Cone Health. Reference: Ellis, K. Lasic, M. Dealing with burnout. The Institute for Healthcare Improvement website. Accessed August 14, 2018 RPG

12 Using the Tools Daily 1. How might you use each exercise in both your personal and professional life? 2. What other exercises do you use currently or have you used in the past? 3. What would be the overall best practice? Tool Personal Life Use Professional Life Use Three good things Using signature strengths in a new way Gratitude visit Active, constructive responding Others Used with Permission - Cone Health. Reference: Ellis, K. Lasic, M. Dealing with burnout. The Institute for Healthcare Improvement website. Accessed August 14, 2018 RPG