Humanizing X: Joy in Work - Home - TeamHMH · Humanizing X: Joy in Work 3 Why “joy in work”?...
Transcript of Humanizing X: Joy in Work - Home - TeamHMH · Humanizing X: Joy in Work 3 Why “joy in work”?...
HumanizingX:JoyinWork 1
HumanizingX:JoyinWork 2
Humanizing X: Joy & Empathy at Work
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Why “joy in work”? And why now?
Joyisoneofhealthcare’sgreatestassets.
Joyisaconnectiontomeaning,purpose,andresilience.
Joyisafundamentalright.
Our Journey Map
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Our Culture of Transformation
Stress & Burnout
4 Steps to More Joyful
Work
Human Centered Design
Empathy
Goal of the Human Experience
Creating respectful, empathetic interactions that deliver joy and
ease suffering for all people involved in health care, patients,
families, and the care team.
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Hackensack Meridian Health’s Quadruple Aim
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Joy
HumanExperience
Quality/SafetyValue
Living Our Beliefs 7
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“Joy not burnout should rule the day.”
Donald M. Berwick, MDPresident Emeritus and Senior FellowInstitute for Healthcare Improvement
“Youcannotgivewhatyoudon’thave.” 9
PerformanceCoachingforTeamLeaders:SujiIyer
MedscapeLifestylereport,2017
4 Steps to More Joyful Work
HumanizingX:JoyinWork 11InstituteforHealthcareImprovement
Ask,“Whatmatterstoyou?
Identifythepebblesinyourshoe.
Committoasharedresponsibility.
Useimprovementsciencetoimprovejoy.
Human Centered
Design
4 Steps to More Joyful Work
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Ask,“Whatmatterstoyou?”
Identifythepebblesinyourshoe.
Committoasharedresponsibility.
Useimprovementsciencetoimprovejoy.
Human Centered
Design
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…
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4 Steps to More Joyful Work
HumanizingX:JoyinWork 14InstituteforHealthcareImprovement
Ask,“Whatmatterstoyou?
Identifythepebblesinyourshoe.
Committoasharedresponsibility.
Useimprovementsciencetoimprovejoy.
Human Centered
Design
X Talk: Build peak moments 15
Building Peaks Video
Building Peaks 16
Elevation• Riseabovetheeveryday
Insight• “A-ha”momentswhenweexperienceaburstofrevelation
Pride• Captureusatourbest
Connection• Socialmomentsthatarestrongerforhavingbeensharedwithothers
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Development
Recognition
Coaching
Celebrations
Day-to-DayOperations
Onboarding
Recruiting
Whatpebbleswouldbemostpowerfulto
buildintopeakmoments
fortheTMX?
4 Steps to More Joyful Work
HumanizingX:JoyinWork 18InstituteforHealthcareImprovement
Ask,“Whatmatterstoyou?”
Identifythepebblesinyourshoe.
Committoasharedresponsibility.
Useimprovementsciencetoimprovejoy.
Human Centered
Design
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INSPIRATION IDEATION IMPLEMENTATION
Human Centered Design
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Empathyis…
Empathy vs Sympathy 21
Is empathy something we are simply born with, or is it a skill that we can
practice and improve?
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An exercise in empathy.
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“…create a system where everybody may take joy in their work.”
W. Edwards Deming
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INSPIRATION IDEATION IMPLEMENTATION
Human Centered Design
PerformanceCoachingforTeamLeaders:SujiIyer
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HumanizingX:EmpathyatWork 29
PerformanceCoachingforTeamLeaders:SujiIyer
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Steps
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HOSPITAL
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HOSPITAL
PEOPLE
THINGS
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HOSPITAL
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ATTITUDES/EMOTIONS
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HOSPITAL
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ImpactHOSPITAL
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Team Member Experience
41ChooseExperience&CreateaPersona
Development
Recognition
Coaching
Celebrations
Day-to-DayOperations
Onboarding
Recruiting
Empathy Map
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Steps
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Steps
People/Things
What people/things does the person interact with?
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Steps
People /Things
Attitudes /Emotions
HumanCenteredDesign
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Steps
People/Things
Attitudes/ Emotions
What area would be most impactful to focus on?Why?
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Steps
People/Things
Attitudes/ Emotions
What area would be most impactful to focus on?Why?
IMPACT
Ideation & Design Canvas48
Elevation• Riseabovetheeveryday
Insight• “A-ha”momentswhenweexperienceaburstofrevelation
Pride• Captureusatourbest
Connection• Socialmomentsthatarestrongerforhavingbeensharedwithothers
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Prototype & Test
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INSPIRATION IDEATION IMPLEMENTATION
Human Centered Design
Empathy Skills Lab
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Guidelines for Humanizing X
TLC1. Time2. Listen3. Connect
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Simulation Skills Lab• Create trios and rotate roles: patient,
team member practicing empathy, observer•Role play
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Express Empathy
Icanunderstand…
Let’ssolvethistogether…
Whathasthisbeenlikefor
you?
Icanimaginethismightfeel...Thatsoundsvery
difficult.
I’m hearingthat…Areyouokaywiththatapproach?
Wouldyoutellmealittlemore?
Round 1TLC1. 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.
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Round 2TLC1. 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.
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Round 3TLC1. 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.
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Round 4TLC1. 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.
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Simulation Skills Lab DebriefWhat did you learn?
What were your successes?
What were your challenges?
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What is one key learning from today?
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Our Journey Map
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Our Culture of Transformation
Stress & Burnout
4 Steps to More Joyful
Work
Human Centered Design
Empathy
“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.”
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Dan Heath