JOY IN WORK: The Primary Health Care Corporation Experience Joey - - PowerPoint PPT Presentation

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JOY IN WORK: The Primary Health Care Corporation Experience Joey - - PowerPoint PPT Presentation

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JOY IN WORK: The Primary Health Care Corporation Experience Joey Daniel 23/03/2019 As part of our extensive program and with CPD hours awarded based on actual time spent learning, credit hours are offered based on attendance per session,

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JOY IN WORK: The Primary Health Care Corporation Experience

Joey Daniel

23/03/2019

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ME Forum 2019 Orientation

As part of our extensive program and with CPD hours awarded based

  • n actual time spent learning, credit hours are offered based on

attendance per session, requiring delegates to attend a minimum of 80% of a session to qualify for the allocated CPD hours.

  • Less than 80% attendance per session = 0 CPD hours
  • 80% or higher attendance per session = full allotted CPD

hours Total CPD hours for the forum are awarded based on the sum of CPD hours earned from all individual sessions. Conflict of Interest The speaker(s) or presenter(s) in this session has/have no conflict of interest or disclosure in relation to this presentation.

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Conflict of Interest

The speaker(s) or presenter(s) in this session has/have no conflict of interest or disclosure in relation to this presentation.

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Learning Objectives

At the end of this session, participants will be able to:

  • 1. Describe Joy in Work, burnout, and their impact on Healthcare
  • 2. Identify key leadership strategies and system elements that are

critical for Joy in Work

  • 3. Identify initiatives that can be implemented to enhance Joy in work
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Work is love made visible Khalil Gibran (1883–1931) People are entitled to joy in work Edwards Deming (1900-1993) To know how to do something well is to enjoy it Pearl Buck (1892-1973)

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What is Joy in Work?

“By joy, we refer to the feeling of success and fulfillment that results from meaningful work…”

Sikka R, Morath JM, Leape L. The Quadruple Aim: care, health, cost and meaning in work. BMJ Qual Saf. 2015;24:608610.

“By meaning, we refer to the sense of importance of daily work” It’s a state where “…all members of the workforce have a sense of accomplishment and meaning in their contributions.”

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Maslow’s Hierarchy of Needs

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Why does it matter?

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“The successful achievement of the Triple Aim requires highly effective healthcare

  • rganizations. The backbone of any effective healthcare system is an engaged and

productive workforce.”

Sikka R, Morath JM, Leape L. The Quadruple Aim: care, health, cost and meaning in work. BMJ Qual Saf. 2015;24:608610.

At the healthcare system level

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Precondition: Workplace Safety Caregivers cannot meet the challenge of making health care safe for patients unless they feel safe and valued, and find purpose in their work that brings joy and meaning Reality: Emotional and physical harm Bullied, harassed, demeaned, ignored, physically assaulted. Physically injured, working in conditions of known and preventable environmental risk

Lucian Leape Institute. 2016.Through the Eyes of the Workforce Creating Joy, Meaning, and Safer Health Care

At the sharp end

BURNOUT

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Burnout in Healthcare

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National Academy of Medicine. 2017. Burnout Among Health Care Professionals: A Call to Explore and Address This Underrecognized Threat to Safe, High-Quality Care. Discussion paper. Lucian Leape Institute. 2013. Through the eyes of the workforce: creating joy, meaning and safer health care. Boston, MA: National Patient Safety Foundation Mayo Clinic Proceedings.

  • 2015. Changes in burnout and satisfaction with work–life balance in physicians and the general US working population between 2011 and 2014.
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Primary Care Physicians Burnout

Agency for Healthcare Research and Quality. 2017. Physicians Burnout AHRQ Research on Clinician Burnout.

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Patient Safety and Quality of Care:

  • Depersonalization leads to poor

interactions with patients

  • impaired attention, memory, and executive

function

Access and Continuity of Care

  • burned-out doctors are more likely to leave

practice

  • less students are attracted to healthcare

Patient Satisfaction

  • There’s direct correlation between

clinicians job satisfaction and patient satisfaction

Impact on Patients

“Workplace safety is inextricably linked to

patient safety. Unless caregivers are given the protection, respect, and support they need, they are more likely to make errors, fail to follow safe practices, and not work well in teams.” -L.Leape

Dyrbye, L.N., T.D. Shanafelt, C.A. Sinsky, P.F. Cipriano, J. Bhatt, A. Ommaya, C.P. West, and D. Meyers. 2017. Burnout among health care professionals: A call to explore and address this underrecognized threat to safe, high-quality care. NAM

  • Perspectives. Discussion Paper, National Academy of Medicine, Washington, DC.

doi: 10.31478/201707b Agency for Healthcare Research and Quality. 2017. Physicians Burnout AHRQ Research on Clinician Burnout.

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Impact on the Healthcare Industry

National Academy of Medicine. 2017. Burnout Among Health Care Professionals: A Call to Explore and Address This Underrecognized Threat to Safe, High-Quality Care. Discussion paper. Lucian Leape Institute. 2013. Through the eyes of the workforce: creating joy, meaning and safer health care. Boston, MA: National Patient Safety Foundation

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The Primary Health Care Corporation Experience

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OVERVIEW OF PHCC

Primary care provider in the State of Qatar Multi facility organization Management is centralized 6,000 employees 27 HCs HQ

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PHCC Joy in Work Program

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STARTING WITH WHAT OUR STAFF TOLD US

CORPORATE WIDE SURVEY:

  • The survey in itself triggered a joyful wave
  • The questions asked showed leadership care

(especially the program is sponsored PHCC leadership)

  • The questions themselves raised awareness on

elements of concern that staff should pay attention to (work-life balance, working to full potential, recognition…)

  • Response rate: ~ 45% (3000 responses)
  • Both HCs and HQs
  • Quantitative and Qualitative data analysis
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WHAT DID THE DATA TELL US?

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WHAT DID THE DATA TELL US?

  • Teamwork & cooperation
  • Friendly environment
  • Good leadership support
  • Recognition & appreciation
  • Transparency & Clear

communication

  • Lack of fairness
  • No career development
  • No salary increments
  • Lack of motivation
  • Lack of autonomy

Top 5 aspects that make PHCC staff happy Aspects that make staff unhappy

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Aligning PHCC initiatives with the “IHI Framework for Improving Joy in Work"

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JOY IN WORK - AT ALL

PHCC LEVELS

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27 HCs HQ

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CORPORATE-WIDE

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Staff Portal for Suggestions & Feedback Management Rounds Staff Recognition and Rewards HR closer to staff Staff Engagement and Participation Psychological Safety Promoting fun activities

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Publishing of News and Activities Quality Forum / Symposium Ergonomics Program Enhancing Performance Evaluation Career Development Opportunities Staff Wellness and Resilience Workplace Violence Program

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STAFF PORTAL FOR SUGGESTIONS & FEEDBACK

A positive impact on employee morale and

  • verall corporate culture -staff feel they are

heard and cared for.

Creating positive changes that come straight

from employees, naturally increasing engagement and performance.

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MANAGEMENT ROUNDS

Bridging the gap between HC staff and HQ

leaders.

Enhancing the communication between

Health centers staff and their leads in HQ

Identifying issues and concerns in the health

centers.

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STAFF RECOGNITION AND REWARDS

Enhancing staff moral and making

them feel their hard work is seen and appreciated

Raising staff satisfaction

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HR CLOSER TO STAFF

  • Enable easier and smoother access to

staff especially those out side Doha.

  • Decrease staff wasting time and effort by

coming to HQ for issues that can be resolved through a phone call or a talk with an HR/Finance officer

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STAFF ENGAGEMENT AND PARTICIPATION

  • Encourage active participation of all staff

in decision making and planning

  • Enhancing the communication between

staff and their supervisor

  • Enabling raising of concerns and

challenges

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PSYCHOLOGICAL SAFETY

  • People feel secure and capable of changing;
  • There are respectful interactions among all;
  • People feel able to question, seek feedback,

admit mistakes, and propose ideas.

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PROMOTING FUN ACTIVITIES

  • Creating a fun working environment and

enhancing working relationships among staff

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PUBLISHING OF NEWS AND ACTIVITIES

  • Recognition of HC initiatives
  • Spreading the knowledge and experience

among HCs

  • Showing appreciation to staff hard work
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QUALITY FORUM/SYMPOSIUM

  • QI projects are shared across PHCC
  • Spreading of knowledge and learning
  • Recognition of staff initiatives and

achievements

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ERGONOMICS PROGRAM

  • Effectively controlling work-related

Musculoskeletal Disorders and hazards.

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PERFORMANCE EVALUATION

  • A more coherent evaluation is done that is

linked to continuous professional development.

  • Enhancing staff satisfaction (this is one of

the areas highlighted in the staff satisfaction survey 2017).

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CAREER DEVELOPMENT OPPORTUNITIES

  • Advancing staff skills and knowledge
  • Enhancing staff satisfaction
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STAFF WELLNESS AND RESILIENCE

  • Developing trust to achieve the desired

culture (wellness and resilience)

  • Staff are skilled in stress management

techniques and healthy coping mechanisms

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WORKPLACE VIOLENCE PROGRAM

Physical and Psychological safety

  • Enhanced physical and psychological safety
  • Enhanced communication, customer service

and de-escalation skills

  • Enhance staff/patient relationship and

partnership

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HQ LEVEL

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Staff Clinic Randomized Coffee Trials (RCT) - HQ Relaxation Lounge GYM - HQ

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STAFF CLINIC

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RANDOMIZED COFFEE TRIALS

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RELAXATION LOUNGE

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GYM

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HC LEVEL

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HQ HC

A "JOY IN WORK" PROJECT IN EACH HC & HQ

  • Staff are given the lead to make positive

changes while using improvement science, to enhance their satisfaction and joy in work

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Next steps

reviewed annually to identify areas for improvement and to track progress

  • Staff Satisfaction
  • Staff Burnout
  • Turnover Rate
  • Staff Retention
  • Employee Wellbeing
  • Incident Report (Datix)
  • Staff Portal Suggestions & Feedback
  • Workplace Injuries
  • Absenteeism
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CAN ALL OF US ANSWER YES TO THESE THREE QUESTIONS EACH DAY?

Can I say every day I am treated with dignity and respect by everyone I encounter regardless of my pay grade, or my title, or my race, or ethnicity or religious beliefs or gender? Am I given the things I need – education, training, tools, encouragement – so I can make a contribution to this organization that gives meaning to my life? Am I recognized for what I do by someone I care about?

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THANK YOU