Changes in Healthcare

From a Leadership Perspective

Healthcare reform, meaningful use, value based purchasing, quality care with effective cost control are just about daily topics of discussion in the health care industry. How do we select, test, implement and evaluate as quickly as possible, to keep up with what seems to be the ever changing demands. There is no doubt that we have had to change and adapt quickly to the "new" culture of health care. More with less seems to be the common trend. In order to accomplish our objectives, we have had to change practices. For example with technology there is the elimination of paper and the introduction of EMRs and universal access to medical records; we have automated appointment reminders and self check in kiosks at hospital registration departments, which allows a representative to register twice as many patients per day as they normally would be able to. Hence the need to change recruitment tactics. Computer literacy now means more than being able to type 35 wpm. There also now has to to be a greater acceptance of cross functional disciplines, as now you may have a Registrar who is also a Phlebotomist. As LEAN teaches us, we must find ways to eliminate waste and that means that job functions may change in order to increase the level of efficiency and decrease periods of waiting (i.e. waste). 
 

The introduction of new technology also serves to offset the decreases in reimbursement from insurance payors. In order to avoid layoffs, staff hours are flexed down, but with the use of technology they should be able to maintain their performance. Organizations must find methods to ensure their financial stability over the coming years as there is a prediction of further decreases in reimbursement. So while juggling all of this, they have to ensure that their customer service delivery is not impacted. Patients now have a voice that is heard louder than it ever has been. HCAHPS, hospital compare, Press Ganey - how do patients rate their care at the facility? This is now very common, public knowledge and and just as you would shop around for a new car, patients can shop around for the best facility to provide care. The reporting of Core Measures drives Value Based Purchasing, which in turn impacts how the government remits payment. Finally, with more of the cost sharing being transferred to patients, facilities are forced to practice more assertive upfront collections from patients, at the time they are scheduled to receive services.
 

Trying to understand and dissect governmental rules and regulations, provide high quality care with no fallouts, implementing cost control measures, while exceeding the expectation of the consumer. The daunting task of juggling all these different factors and not dropping one of them has become the challenge for many health care providers.

Muscle Flex

While it's not something I do on a regular basis, there are times when it becomes necessary and that's flexing your leadership muscles.  I'm very easy going and relaxed.  I'm not a micro manager and I believe if you hire a person for a job, give them the freedom to operate as independently as the role will allow. 

Today I felt as if an employee was taking advantage of that abundance of kindness and I had to set a firm deadline on when I expected an assignment to be completed.

There is a balance that must be perfected when it comes to being lax with your staff and an authoritarian.  There are times when you must put your foot down, but not in a dogmatic manner, to get your point across in order for your team to know you mean business.

After you've made your expectations clear, go back and reaffirm the staff member and give adequate praise when they meet your demands.  You'll find that you won't have to flex your muscles that often.

No Response Required

If I haven't learned anything else in my 10 years of leadership, it's that a response is not always required.  Listen more than you speak and when you do speak - have something to say.

Lately I've felt as if my team has been under attack and while I can come off as defensive, I've chosen to take a silent approach.  I'm listening to the blame that others are trying to apply to our hands, but time is telling that what they are saying is not factual.

The ground I gain is by allowing the work of my team to speak for itself.  Some people talk to hear themselves; others talk to try and prove a point.  God have you two ears and one mouth for a reason - to listen more than you speak. 

The true test of strength is when you can keep quiet when you know your're right.

I Am A Servant...

The first lesson that I'd like for you to learn is that being a leader is about being a servant.  Your role is to serve the people who you lead.  It's really that simple.  Your job is to run interference and clear the path so that those you oversee can operate more efficiently.

Being a leader isn't just about having a title and distributing business cards.  It's about building a rapport with those that report to you so that they have confidence to know that you'll fight for them until the end.  I'm a huge believer that people are not loyal to companies, but to leaders.

Some people are allowed the opportunity to be leaders based upon who they know and there are others who are there because of their skills and there are others who've truly earned their right to set an unforgettable standard.

TRUST and KNOW that we do not succeed based upon our own skills and talents, but you succeed because of God’s grace and favor upon you. There are many people out there striving to be leaders, but YOU have been granted that special opportunity. God has entrusted you to lead His people. I hope you well know how much of a blessing that is for God to trust you that much!