Mary Koloroutis, Vice President of Creative Health Care Management, introduces keynote speaker Stephen M.R. Covey
Moments of Magic and Measurement
Thursday’s Symposium was filled with presenters who stimulated, inspired and opened us up to ideas that struck a rare right/left brain balance by discussing both the magic and matrix of Relationship-Based Care.
I think it’s fair to say that the audience was blown away by Steven Covey and his topic, The Speed of Trust in which he courageously tackled the subject of quantifying a value we all implicitly know to be essential and the basis of effective communication, efficient teamwork and quality patient care. Covey reinforced that his message of trust is “completely aligned with the work of Relationship-Based Care” and that the impact and relevance of trust is there whether we see it or not. His fundamental message was conveyed in these three ideas:
1. Trust is both a social virtue and an economic driver that impacts the speed and cost of getting things done
2. Trust is the currency of Relationship-Based Care
3. Trust is a learnable skill that we can turn into an asset as we become good at it
The audience was asked to consider what it’s like to communicate and work with someone with whom you have high trust vs. someone you mistrust. Simply imagining both scenarios made the concept and impact of trust very real. In his summary, Covey noted that the concepts in I2E2 are woven into his 4 Cores of Credibility:
1. Integrity (honesty in doing the right thing)
2. Intent (motive of caring creates the most trust—that you seek and act in everyone’s best interest)
3. Capabilities (are you current and relevant?)
4. Results (“Evidence” in I2E2)
Steven Covey’s presentation was followed by a panel from Moses Cone Medical Center and McKee Medical Center who presented their best practices model of Relationship-Based Care. Moses Cone discussed how instituting RBC and Reignite the Spirit of Caring workshops increased employee engagement and patient satisfaction. They created a Reinventing the Spirit of Leadership program and have committed to all of these programs despite budgetary pressures, considering this to be an invaluable, long-term investment. Great stories emerged including the formation of The Bone Squad and their creative ways of making patients and families feel at home.
McKee Medical Center shared great stories and practical processes for instituting, reconstituting and sustaining RBC, including a lot of circle work, creating trusting relationships, a focus on creating a healing environment for patients, family and staff, the commitment from leadership and the need to involve everyone in their organization: those who deliver care at the bedside as well as those who support them. Both health care systems were inspiring and practical in the way they are committed to providing the best possible care while caring for staff.
Ann Rhoades finished off the day with a high energy presentation about people-centric cultures, using Jet Blue, Southwest and other organizations to illustrate her points. Some of her more memorable quotes were:
” Culture is a direct result of our behavior.”
“Our people must live the organization’s values. Values aren’t just letters on a wall. If caring is one of your values, show your employees that you care. You don’t need money to show you care.”
“You need to hire “A” players; you can’t afford to have “C” players in your organization. Most “C” players know they don’t fit. They want to self-eject and as a leader, it’s your responsibility to help them. “A” players mirror your values. Most people would rather work with fewer “A” players than a full staff of “C” players.”
Ann brought down the house with her final admonition: “When you think you’re hot….you’re not!” Humility and the importance of relaxing your self-imposed expectation to be perfect are critical to good leadership.
It was another amazing day punctuated by the inspirational singing of Barbara McAfee.
Terri Moss
Moss Communications
Co-author and Publisher,
Healing with Heart: Inspirations for Health Care Professionals
WINNER: American Journal of Nursing 2008 Book of the Year Award in the Leadership and Management category
- Barbara McAfee deepens the meaning of keynote speeches with music
