Quality & Effectiveness Stream:

Is Your Organization Connected?

Speakers:

Ben RempelAssistant Deputy Minister, Immigration Division,

Manitoba Labour and Immigration

Henry TessmannPresident and Chief Operating Officer, Concordia Hospital

• Health care organizations (HCO) are complex adaptive systems

• Quality of care emerges from the relationships among members of the HCO

• The foundation of the patient’s experience is the work experience of the HCO teams

• Service Excellence is our “business”

• Leadership Owns the Vision– Mission, Vision and Values

• Leadership Owns the Process– Strategic Plan– Consultants as facilitators

Our HR LeaderAKA – Vince Neil

• Communication and Feedback:– Staff Blitz– Daily Newsletter and Huddle– Communication Wall– Town Halls– Scorecard– Concordia Way

• Communication and Feedback (continued):– Position Descriptions– Performance Appraisal (2011 Priority)– Thank you card– Rounding (2011 priority)– Visuals (Concordia Way Booklet, MVV

and Concordia Posters)

• Leadership Development– Leadership Practices Workshop– “Concordia Way University”

• Incremental– Excellent Basic Care

• Engage Organization– DIY and “Off the Shelf Programs”– ED Wait Time Initiative (2011 Priority)– Complex Discharge Process Project

(2011 Priority)

• Directly Involve Patients and Their Family– White Board (2011 Priority)– Care Plan (2011 Priority)– Patient Survey (2011 Priority)

• NE Sector Network and Integration– Link to Primary Care– Link to other providers– “Virtual Ward”– Enhance Health Supports for Northeast Sector

Are You Working Toward a Common Purpose?

1. Inspiring Leadership2. Sell the Problem3. Burn the Ships

Qnet.ca htessmann@concordiahospital.mb.ca

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