When we do our best at everything, the future takes care of itself.

Donna Sollenberger, EVP & CEO, UTMB Health SystemLast week, UTMB President Dr. David Callender gave opening remarks at the organization’s Annual Professionalism Summit. The summit is an opportunity for the UTMB community to join together to renew its commitment to an environment that supports and measures professionalism and holds one another accountable to each other and those we serve. In his remarks, Dr. Callender underscored the fact that only through professionalism can we achieve our mission and vision, while emphasizing that our vision (what we strive to become) is not about being the biggest academic health center or being the best-known academic health center—it’s about being the best.

There is something about being the best that is important to keep in mind, however—it is an ongoing pursuit of excellence.

In the late seventeenth century, three rural families dominated the musical instrument industry. Working in shops located side by side in the Italian village of Cremona, these families produced the finest violins. The Amatic family hung a sign outside their shop that read, “The best violins in all of Italy.” Not wanting their creations to go unnoticed, the Guarneri family posted a sign that read, “The best violins in all the world!” The famous Anton Stradivari, known to produce the very finest stringed instruments, boasted his worldwide renown by hanging a sign on his front door that simply read, “The best violins on the block!”

Zig Ziglar, an American author, salesman and motivational speaker, once said, “The greatest enemy of excellence is good.” These three Italian families were proud of and prominently advertised their product. They also understood the aggressive competition among them would never allow “good” to be their best.

Whether we proclaim that our care or services are the best in the country or in the world, remember, there might be someone on the block who surpasses us.

Would our patients and families want us to settle for “good enough”? Would we? Will settling for good enough ever make UTMB the best? Will it make each of us, as individuals, the best at what we do? This is why we must always strive to achieve excellence. It’s important to remember that excellence in any endeavor is not automatic. As Dr. Stephen Covey says, “Real excellence does not come cheaply. A certain price must be paid in terms of practice, patience and persistence—natural ability notwithstanding.” Go a step beyond the customary or ordinary. Give just a little more than normal.

But perhaps the most important part of becoming excellent is to possess the desire and the motivation to become the best. The great author, Charles Dickens said, “Whatever I have tried to do in my life, I have tried with all my heart to do well. What I have devoted myself to, I have devoted myself completely.”

However you define excellence, it is important to keep in mind that it is not a project, act, or job description; excellence is a way of life. It doesn’t mean we are asked to hang the moon. Rather, it’s the little things that make the big things possible. “Only close attention to the fine details of any operation makes the operation first class,” said the great entrepreneur, J. Willard Marriott.

When you feel a compelling, constant daily desire to do everything in your life as well as it can constantly be done, you will touch the borders of excellence. When people perform the common things in life in an uncommon way, the world will sit up and take notice. When we do our best at everything, the future takes care of itself.

I know that many of us are thinking about UTMB’s future – what is our plan? Why are we handling the many projects we have underway? What is my part? We will be discussing all of that in the coming year through many venues. However, as we are about to start the new fiscal year, I wanted to start out with a simple message – if each person at UTMB commits to excellence – to being the best they can possibly be and do the best job they possibly can for our patients, we will achieve our plans and, ultimately, we will be the best!

Taking Good Care of Yourself

Donna Sollenberger, EVP & CEO, UTMB Health SystemIn last week’s Friday Flash Report message, we explored the value of compassion through the story of this year’s Licensed Nurse Silent Angel, John Patrick, RN. After posting the message, I received a nice comment from one of our nurses, who also brought up a very good point: whether as a care provider or an employee, we all offer many different types of support to others—patients, families and coworkers alike; therefore, it is important to remember to make time and find ways to replenish and care for ourselves.

From a personal perspective, I know this isn’t always easy to do, especially when one has a great deal of dedication to those for whom they care and for the work they do. I don’t mind working hard, because I love what I do—I help create safe and effective systems for patients to receive the best care possible, and I’m very passionate about it. Over the years, however, I’ve learned that I do have to carve out time in my schedule for myself to ensure I can continue putting my very best into the work I feel is so important.

This reminded me of a talk I have given in the past to different groups of caregivers and leaders. To illustrate the concept of giving to others and the importance of self-care, I used an old syrup bottle, which I cleaned and filled with rice. I would then begin by talking about the many important priorities and obligations we have in our lives, and how in the process of putting so much of oneself into fulfilling these tasks and into caring for others, little things begin to drop off our radar when it comes to our own well-being. These little things can add up to have a significant impact:

We spend our workday accomplishing many different tasks. Some days are challenging. Some days we are so busy keeping the spinning plates in the air, we barely notice the hours have passed!

Some rice is poured from the bottle.

Before or after work, many of us may have children or dependents to drive to activities and appointments. After a full day’s work, we must still manage a household or have errands to run and chores to do. Our time feels short. Exercise is forgotten. Healthy eating is off the menu.

More rice is poured from the bottle.

At times, a great deal of the support we provide to others is emotional in nature. This is when we begin to feel especially tired. We’re a teacher, helper, advisor, and caregiver all wrapped up in one package. Soon, we find we have placed everything we feel we must do before our own health.

Soon, there is no more rice to pour—the syrup bottle is empty.

As busy caregivers and employees, we may find ourselves saying, “Don’t worry about me. I know it seems like I’m always doing things, but I really do take good care of myself.” Finding the time to exercise, eat healthy and get plenty of sleep are things we can do for ourselves physically, but what about our emotional needs? Do we find time to connect with ourselves and the things we enjoy doing?

No one can go on endlessly doing for others without also recharging their own batteries. There are some simple things we can do each day to help reenergize our inner selves:

  • First and foremost, set aside some time weekly to relax and just “be”—instead of burning out before replenishing.
  • Do something you enjoy! I love to read and listen to all kinds of music, and I love to cook (even though I don’t always cook things that I should). It isn’t always easy to make time, but it’s important to me to remember to set some time aside for what I enjoy and to spend quality time with my family.
  • Do something you’ve always wanted to do. If you’re not sure how, take a class or look for a local group dedicated to the activity.
  • Take a nature break. Walking in – or even just looking at – nature calms our nerves and relieves mental fatigue.
  • Acknowledge your accomplishments and mini-successes and celebrate with small rewards instead of rushing to the next best thing.
  • Slow down. It’s okay to commit to less instead of doing, moving and achieving, simply for the sake of it.
  • Give yourself permission to accept help from others. It isn’t always easy to do, but consider what accepting help provides others. How does it feel when you help a colleague solve a problem they are struggling with? Or to drive an appreciative friend to pick up her car? Or to share the name of the best plumber in town? It’s satisfying, isn’t it? From a work standpoint, giving those who work with us the opportunity to help also provides them a new opportunity to grow and develop in their own careers.
  • Stop replaying stories about the past and worries for the future. Realize that it’s okay to not have all the answers right away—don’t be hard on yourself for not knowing.
  • Start the day a little earlier. You can use this time for something you enjoy like writing, reading or exercise. My days always seem to go more smoothly when I feel I have given myself plenty of time in the morning.
  • Talk to someone. If you have a close friend or family member, talk to them about your feelings or difficult decisions. Everyone needs support!*
  • Get plenty of sleep and exercise!

When is the last time you acknowledged the feelings that are asking for your attention? How do you take care of yourself from the inside out so that you can fully experience life?

When we learn to be gentle with ourselves, this is truly taking care; and when we give ourselves time to recharge our batteries, we can then reach out more effectively to others and show compassion and empathy to them, also. If we are filling our own emotional tanks with self-respect and loving care, we have much more to give to our families, friends, coworkers and the world in general.

* If you’d rather talk to someone in confidentiality, UTMB’s Employee Assistance Program (EAP) provides professional, confidential counseling and assistance to employees and their eligible dependents and retirees. EAP is available 24 hours a day, 365 days a year.

You will not be remembered for who you are; you will be remembered for what you did.

Donna Sollenberger, EVP & CEO, UTMB Health SystemIn recent Friday Flash Report messages, I have explored a UTMB value and offered my personal thoughts on ways we can demonstrate it in our daily interactions, both in the Health System and throughout the organization. We’ve explored integrity, respect and discussed facets of leadership and building a Culture of Trust, of which our values are all a part. This week, I wanted to offer my thoughts on compassion.

Compassion is similar to empathy, in that it is a feeling of concern for others and even sharing their feelings. Yet, compassion is a little more than just feeling empathetic toward someone. It is described as the feeling that arises when you are confronted with another’s suffering and feel motivated to relieve that suffering. In a sense, it is seeing others as human beings, just as ourselves, and treating them with the same kindness, care and concern as we would wish to be treated.

Initially, I wanted to incorporate an experience from my own life as I shared my thoughts on compassion, and perhaps in a future Friday Flash Report message I shall; but while writing this, my mind instead kept returning to the stories I had heard during this year’s Silent Angel Awards, which are given during Nurses Week to honor a licensed nurse, non-nurse, and a unit or group whose compassion, caring and advocacy made a difference in the life of a patient, family and/or friend. I thought when exploring the meaning of compassion, few stories could top that of this year’s Licensed Nurse Silent Angel.

If you ever doubt that the care you deliver and the interactions you have with our patients and families makes a difference, I hope you will think of this story and realize that, through demonstrating compassion for all, you do have a true and profound impact on patient- and family-centered care at UTMB Health:

My sister was recently diagnosed with an aggressive type of breast cancer. She ended up requiring bilateral mastectomies. Prior to her surgery, her mood had changed due to her diagnosis, and emotionally, she was not dealing with it very well.

At the appointments prior to her surgeries, she demanded no male doctors conduct her breast exams. After her 12-hour surgery, she was admitted to the 8C post-op unit. After she was assisted to her bed, her nurse for the night entered the room. It was John Patrick, RN. He was not only a male, but a male with long hair in a ponytail. I knew my sister would be upset, because this disease had caused her to be disfigured and a male was now here to take care of her.

When John came into the room, my sister’s head immediately popped up and her eyes opened wide. Before she could say a word, John started talking. He informed her he would be her nurse and that she need not be afraid, because her care was in his hands. My sister was immediately drawn to the support he gave to her. She was crying, and he told her once more not to be afraid, because she was a warrior. He was a male who my sister let take care of her because of his sincere compassion.

During the night, he was there for her, encouraging her with kind words of support. I was so very, very proud to have this nurse working at our hospital. He is not only a true angel sent to be with my sister, he was also sent to be my angel as well.

On a second occasion, my sister had to be readmitted due to a complication of her surgery, and was admitted to 8C again. At this time, she was in great emotional distress from all that was happening to her, and because she had to have surgery once again. She was angry and had been crying very hard; she was also frustrated with the interactions she’d had that evening. At that time, John came into the room and immediately took over. He once again started helping my sister get herself emotionally together by telling her she was a warrior and helping her prepare for the following day’s surgery.

This is the most outstanding nurse I have ever met in my whole nursing career. He is the Silent Angel, because UTMB did not know we had an angel working for us. He has touched my heart and my sister’s heart. Today, when my sister starts to feel down, I tell her to remember John’s words: “You are a warrior!” I will never forget how this nurse helped change my sister’s life as well as my life. He had no idea of the impact his nursing had on our lives, and I want to thank him with all my heart!

My mother used to tell me, “You will not be remembered for who you are; you will be remembered for what you did.” I don’t think that I really understood the importance of her admonition until I was older, but it was sage advice from a woman who lived her life showing compassion for others.

John’s story is but one of many stories at UTMB which demonstrate living the value of compassion. What stories can you share that demonstrate how someone at UTMB has lived the value of compassion? I would love to hear them!

 

Leading Positive Change

Donna Sollenberger, EVP & CEO, UTMB Health SystemSteve Jobs and many other successful leaders have been quoted on similar words of advice: perseverance is what makes the difference between success and failure. Jobs once said, “I’m convinced that about half of what separates the successful entrepreneurs from the non-successful ones is pure perseverance…unless you have a lot of passion, you’re not going to survive. You’re going to give it up. So you’ve got to have an idea or a problem or a wrong that you want to right that you’re passionate about; otherwise, you’re not going to have the perseverance to stick it through.”

At UTMB Health, our passion is providing excellent care and service for our patients and families. This requires dedication, innovative thinking and tremendous talent. Above all, it requires teamwork. Making a difference—even if we’re not in a position that we might perceive as a “commanding” position—doesn’t mean that we are not influential and respected leaders on our teams or that we lack power to make a difference.

Many of you may be familiar with TED Talks. TED is a nonprofit organization devoted to spreading ideas, usually in the form of short, powerful talks. TED began in 1984 as a conference where Technology, Entertainment and Design converged, and today covers almost all topics — from science to business to global issues — in more than 100 languages. Meanwhile, independently run TEDx events help share ideas in communities around the world.

I recently watched a TEDx presentation by Rosabeth Moss Kanter, Harvard Business School professor and best-selling author, who is in the business of “sparking change”. Named one of the “50 most influential business thinkers in the world” by Accenture and Thinkers 50 research, Kanter has worked with thousands of leaders in dozens of countries. Her experiences have helped her extract what she believes to be the Six Keys to Leading Positive Change: show up, speak up, look up, team up, never give up, and lift others up. I thought Kanter’s ideas would resonate with all of us, no matter what role we have at UTMB. These are some simple things we can all work toward each day that will not only help us contribute to our teams, but also make us better leaders (formal and informal) and promote our Culture of Trust.postive change

In this inspiring presentation, Kanter illuminates each key by carefully weaving in the stories of influential world leaders, fictional characters, and even ordinary people whose passions have ignited positivity. They are the stories of people who released their ideas into the world, found partners to help advance their goals, and remained motivated in the face of adversity.

How can we lead positively? These six positive things can help us keep things moving in the right direction and are ideas that each of us can use every day at work:

  1. Show up. If you don’t show up, nothing really happens. This means being both physically and mentally present, ready to make a contribution. Be there. Be present. The very fact that you show up and realize that your presence makes a difference is the first key to leadership.
  2. Speak up. No one knows what we’re thinking if we don’t express it! The power of having a voice isn’t simply about words; the power of having a voice is shaping the agenda and shaping issues for others—make people think about things in different ways. The person who is most influential in a discussion is the one who names the problem and gives people an idea for action. In a Culture of Trust, we all feel free to speak up, regardless of our role in the organization, because it is only when we are all willing to share our ideas and speak up that our patients get the best care and our work is best supported.
  3. Look up. Look up at a higher principle—a bigger issue, vision or value. Without values, leadership is hollow. It is important for any leader to know what they stand for and to be able to elevate people’s eyes from the everyday problems that bog us down. We need leaders who help us get above those issues and realize what is truly fundamental in our values. Great companies stand for their mission, vision and values. When their leaders lead, they constantly remind people of a nobler purpose. It isn’t just about making money; it’s about trying to achieve something for the world. We should remind ourselves every day of that for which we stand. Dr. Joan Richardson, our own Chair of Pediatrics, said it best: “We want everyone who works at UTMB to be able to look people directly in the eye and say: ‘The care you will receive at UTMB Health will be the same care I would want my most cherished of loved ones to receive.’”
  4. Team up. Everything flows better with partnerships. Anything worth doing is very difficult to do alone! The best enterprises and ventures are those in which there is a sense of partnership from the very beginning—in addition to having a good value proposition, successful organizations partner faster. There is great value in taking lots of separate efforts, bringing them together and aligning in one big team.
  5. Never give up. Everything can look like a failure in the middle of the process. There’s almost nothing we start that doesn’t hit a roadblock or obstacle. At other times, a project can take longer than we imagined, because we have never done it before! The critics may surface and start attacking: “It doesn’t work!” You may have to go back to the drawing board. If you stop prematurely, it truly will be a failure. However, if you persist and persevere, if you find a way around the obstacles and flexibly redesign, often you can create a success. And it may not always be the success you first imagined. Keep in mind that a lot of technology turns out to be applied in ways we never thought of in the beginning. The ability to hang in there and not give up is a hallmark of leaders. It is also the hallmark of all of you who have worked so hard to bring UTMB back after Hurricane Ike.
  6. Lift others up. Share success. The credit, the recognition and the idea of giving back once you have a success is what creates an environment in which you can do it again, and it builds support. It’s great to feel positive about an achievement, but make sure others feel elevated by what you do as well.

 

Plate Spinner Extraordinaire!

Donna Sollenberger, EVP & CEO, UTMB Health SystemThere is an old episode of the Ed Sullivan Show I’ve thought of often, lately. It features a man who may quite possibly be the most famous and skilled multitasker that ever graced the show—a man from Austria, Erich Brenn—plate spinner extraordinaire.

Brenn was a master at the art of plate spinning. His routine consisted of spinning five glass bowls on four foot-long sticks all while spinning eight plates on the same tables. Intermittently, he also managed to balance a tray carrying glasses and eggs and in one swoop would remove one of the trays causing an egg to fall into each glass.

He would also carry a separate tray lined with glasses and spoons in front of them. With a simple flip, every spoon would magically fall into a glass. All of this, of course, was done while keeping those glass bowls spinning atop their sticks. As some sticks began to slow down, it would cause the glass bowls to wobble uncontrollably—often getting a rise out of audiences thinking the bowl would soon smash to a million pieces. Just in the nick of time, Brenn would run in and save the day!

Erich Brenner spinning bowls and plates on the Ed Sullivan show. View the video below.

Erich Brenn spinning bowls and plates on the Ed Sullivan show. View the video below.

With so many initiatives underway as a result of a reforming health care environment and the progressive work taking place at UTMB, I often feel like we are spinning plates and bowls ourselves! Every day, our health care teams work hard to ensure our patients and families receive the highest quality care, and they are continually working to develop more efficient processes and new models of care. Meanwhile, many others are looking at ways we can improve access to our system and enhance communication with our patients and families—all multifaceted initiatives. Other projects include the improvement of documentation and reporting, so we can better understand how to improve care delivery and reduce readmissions. With the time we have left after all of this, we are garnering new accreditations, maintaining current accreditations and preparing for our upcoming Joint Commission reaccreditation survey—just to cite a few examples.

But wait, there’s more! (It’s time to add a little more suspense to our spinning act.) At UTMB, we are working hard to become the preferred health care provider in the region for our patients, partners and referring physicians. Our entire organization is buzzing with new construction and facility renovations. Meanwhile, we’ve been working around the clock to prepare for the launch of our new partnership with Angleton Danbury Medical Center, an exciting opportunity that will help us bring a number of important services to patients throughout our region. Our colleagues in Revenue Cycle Operations have collected over $10 million in additional cash beyond our targets this year. Many of you are involved in Medicaid 1115 Transformation Waiver program projects, and there are many end-of-year tasks to complete, like navigating our way through a new performance evaluation tool, completing annual compliance training and wrapping up the budget.

Just like Erich Brenn spinning plates and bowls on the Ed Sullivan Show, it can sometimes seem like a true marvel that we have accomplished so much at UTMB. Sometimes the plates spin a little faster, sometimes a little slower, but I can certainly say that, whatever challenges we accept, you all rise to the occasion, managing these tasks with grace under pressure and incredible skill. Just as importantly, you do it all through teamwork and realize that we are in this together for the ultimate benefits of our patients and families. Because we move forward with such momentum, I think sometimes it can be easy to forget to reflect on all that we have accomplished within the course of just one year—it is tremendous. With this in mind, I want to be sure you all know that UTMB’s executive leadership and I realize how hard you all work to help UTMB be successful. We thank you for everything you do!

Joint Commission Readiness

Donna Sollenberger, EVP & CEO, UTMB Health SystemI was in the process of writing this week’s Friday Flash Report when I received news of an incident that really underscored the importance of always being prepared to spring to action in support of our patients and patient care environments.

During the process of renovating an area on the fifth floor of the John Sealy Annex, a chilled water line broke and caused water to leak through to several areas in the building. Fortunately, UTMB’s Environmental Services and Environment of Care/Utilities Management teams immediately came to the rescue and were able to address and resolve the issue. This is just one example of why always being prepared for unexpected events is so important, and I’d like to give kudos to these teams for their diligence and quick response!

The incident seemed like a perfect introduction to the fact that, although it seems like only yesterday that The Joint Commission (TJC) visited the UTMB campus, nearly 19 months have passed since our last accreditation survey (November 2012), and we are once again in the accreditation survey window.

The unannounced Joint Commission Accreditation survey, which occurs every 18-36 months, is a validation of our organization’s continuous improvement efforts. More importantly, because the accreditation is a nationwide seal of approval that indicates UTMB meets high perfor­mance standards, this is a great opportunity to reinvigorate our current efforts to ensure we are providing the safest possible care for our patients, families and one another.

TJC accreditation can be earned by many types of health care organizations, including hospitals, doctor’s offices, nursing homes, office-based surgery centers, behavioral health treatment facilities, and providers of home care services. The survey process is data-driven, patient-centered and focused on evaluating actual care processes. Surveyors use the tracer methodology by selecting a patient and following the path the patient has taken throughout their hospital stay, observing practices, documentation and the environment, as well as interviewing staff and patients. Surveyors will ask questions about the care each patient received and the steps taken to ensure that it was safe and of high quality.

Areas of focus for the surveyors include both patient-related and organizational functions. Please take a moment to review the brief outline below and be sure to work with your supervisors and colleagues to assure action items in your area are addressed. Our success will require the cooperation and support of every provider and staff member, as well as on everyone’s familiarity with TJC require­ments in their particular area!

The Joint Commission can arrive any time during our survey timeframe. The survey will last five days and your supervisor will keep you informed of survey progress. At the end of the on-site survey, the surveyors will present UTMB with a preliminary report that identifies if there were any standards that were scored as partial or non-compliant, also known as Requirements for Improvement (RFIs).

It is important to note that UTMB’s performance during the survey is made public and available on the Internet. Our competitors, affiliates, referring physicians and – most impor­tantly – our patients and their families will be able to read the details of our performance. However, I prefer to have full confidence in our teams and I believe we will be fully prepared for the survey, because we all share the belief that every UTMB employee at every level is very much responsible for upholding our mission and providing excellent patient care!

For more information on Joint Commission Accreditation preparedness in your area, please visit http://intranet.utmb.edu/qhs/TheJointCommission or contact Janet DuBois, Associate Director of Accreditation. In addition to accreditation participation requirements, the following areas will be considered during The Joint Commission Patient-Centered Accreditation Process:

PATIENT-FOCUSED FUNCTIONS

The patient-focused section includes chapters on Infection Control, Medication Management, Provision of Care, and Rights and Responsibilities.

ORGANIZATION FUNCTIONS

This section of the CAMH includes chapters on Environment of Care, Emergency Management, Human Resources, Information Management, Leadership, Life Safety, Medical Staff, Nursing, Performance Improvement, and Record of Care.

NATIONAL PATIENT SAFETY GOALS

Identify Patients Correctly

Use at least two ways to identify patients. For example, use the patient’s name and medical record number. This is done to ensure that each patient gets the correct medicine and treatment. It also confirms that the correct patient gets the correct blood when they get a blood transfusion.

Improve Staff Communications

Improve the effectiveness of communication among care­givers (“read back”, timely report of critical values, hand-off communication).

Use Medications Safely

Label all medications before procedures. Reduce the possibility of harm for patients on anticoagulation therapy. Maintain and communicate accurate patient medication information (Medication Reconciliation).

Use Alarms Safely

Make improvements to ensure that alarms on medical equipment are heard and responded to on time.

Prevent Infection

Be vigilant about hand-washing protocol. Use the “proven guidelines” to prevent infection (difficult to treat infec­tions, blood from central lines, after surgery and urinary tract infections caused by catheters).

Identify Patient Safety Risks

Learn which patients are most likely to try and commit self-harm.

Prevent Mistakes in Surgery

Make sure that the correct surgery is done on the cor­rect patient and at the correct place on the patient’s body. Mark the correct place on the patient’s body where the surgery is to be done. Pause before the surgery to make sure that a mistake is not being made. (Take a “time out”).

Thank you for your dedication to delivering excellent care and service to our patients and families!

At UTMB, we demonstrate respect to everyone we meet.

Donna Sollenberger, EVP & CEO, UTMB Health SystemI was fortunate to grow up in a home where my mother always emphasized the importance of showing respect to others. She taught my siblings and me that we should be kind and polite to every person we encountered. When she thought that my sister, brother or I were getting a little too arrogant, her favorite phrase was, “Do not get above your raising.” Looking back, this is one of the great life lessons I have learned, especially as I have taken on leadership roles. I learned to appreciate the work of everyone – each person’s contribution is needed to assure that we can provide great care to our patients. I am grateful for a wonderful mother who modeled the way for being courteous, kind and polite in all her interactions.

The word “respect” is often used in our day-to-day conversations, because it encompasses a wide range of actions that show we value and have concern for others. At UTMB, one of our core values is respect. Having respect for someone could mean that we admire them because of their abilities, qualities or achievements; but more importantly, when we demonstrate respect to others, it is because we value their feelings, wishes and rights; we recognize that they are a human being, and we care about how we treat them. Just as with our core value of integrity, when we respect others, we do the right thing by them because we know it is what should be done.

I recently read a story about a business student who did well on her final exam—until she came to the last question: “What is the name of the person who cleans your dorm?” She stared at it in disbelief. How could she be expected to know the answer to that? What did this have to do with her business degree? Finally, she asked the professor if the question really counted toward their final grade. “Of course it does!” he replied. “Most of you dream about becoming the president and CEO of a successful company. But success is a team effort. A good leader takes nothing for granted and recognizes the contributions made by everyone on the team.”

When we recognize the strengths and importance of individuals on our team, people feel valued. When we respect one another, we encourage each other to leverage those strengths. In turn, everyone on the team will naturally want to do their best. In this way, we learn from one another and are then collectively able to achieve what an individual alone could not. This is especially important because we all ultimately work together to serve a single purpose at UTMB: to provide the best service and safest possible care for all of our patient and their families.

Let’s consider for a moment what happens when a team or an organization does not embrace respect. Lack of respect immediately impedes the team’s ability to achieve success. After all, when people believe their managers and colleagues don’t really care, how likely are they to give their best? How often will they feel encouraged to be innovative or to collaborate? We can use the word “respect” each and every day, but if we don’t behave in ways that demonstrate respect, it makes it difficult for others to trust us.

When we treat others with respect, we treat them as we would like to be treated. But respect is also a two-way street—we have to give it to receive it. Just as with any other value we hold in high regard, this may require daily reflection about how well we have demonstrated it. After all, we are all works in progress! Just as acting with integrity inspires others to do the same, treating others with respect encourages others to act in kind ways. By recognizing that both integrity and respect are at the foundation of a Culture of Trust and by working each day to demonstrate them, we take the most important step toward truly achieving it.

We can incorporate simple gestures into our daily routine to show our colleagues, patients and families we value and respect them:

  • Treat all people with courtesy, politeness, and kindness.
  • Include all members of the team in meetings, discussions, training and events. If a goal or activity will impact the work of others, including them in the planning process is important.
  • While not every person can participate in every activity, it is important not to marginalize, exclude or leave any one person out. Provide an equal opportunity for employees who are interested to participate in committees, task forces, or continuous improvement teams. And where participation is not always possible, keep communication flowing so that people know what is being planned.
  • Show respect by listening and engaging during discussions and meetings. We value the thoughts and opinions of others, even when we may think or feel differently. It’s all about the freedom to go into a room, honestly address an issue and—even if no one agrees with you—you know you will be treated with respect.
  • Encourage others to express opinions and ideas.
  • Use people’s ideas to change or improve work. Let your team members know you used their idea, or, better yet, encourage the person with the idea to implement or help implement it.
  • Listen carefully to what others have to say before expressing your viewpoint. Try to never speak over or interrupt another person.
    • Do not assume we know what someone is going to say; you may jump into the conversation with the wrong conclusion.
    • Show patience as you listen to another person’s ideas or points of view.
    • Don’t start formulating a response before you hear the person out. The minute you start doing that, you are no longer listening!
  • Do not criticize others over little things; and don’t belittle, judge, demean or patronize. Never disparage or put down people or their ideas. A series of seemingly trivial actions added up over time can leave a bad impression.
  • Call people, write thank you notes, and send emails to acknowledge their achievements—try to do something each day that puts a smile on someone’s face.
  • Never take existing relationships for granted or forget them as you create new relationships.
  • Embrace diversity: treat people the same no matter their race, religion, gender, size, age, or country of origin.

As we show respect for all, we will be living another of UTMB’s important values.

“Respect for ourselves guides our morals; respect for others guides our manners.” ― Laurence Sterne

 

When an emergency occurs, the time to prepare has passed!

Donna Sollenberger, EVP & CEO, UTMB Health SystemThis is the end of the first week of Hurricane Season, and I’ve been keeping a closer eye on my fuel gauge. I’ve also started taking additional precautions to prepare for the possibility of tropical weather in our area. The more I add to my emergency kit, the more I wonder why is it only during Hurricane Season that I make these preparations? After all, anyone who has watched the news or has lived in the Houston-Galveston region for any period of time can affirm that weather-related and other adverse events can be unpredictable, and that we should always be prepared in case of an emergency.

Many at UTMB have experienced adverse situations, with Hurricane Ike in September 2008 being one of the most prominently remembered. During these times, many of you were asked to stay onboard to help ensure that our patients would continue receiving the important care they needed, to help protect our facilities and to ensure our operations continued. Fortunately, these circumstances are rare; however, we realize that while we are busy caring for our patients first, it can be stressful because of the concerns we also have for our homes, loved ones, dependents and pets. Likewise, our friends and family will be concerned about our well-being during an emergency, and we should be sure we have communication systems in place to let them know we’re okay.

While UTMB Health is no stranger to storms, there are many additional emergency situations for which we should also be prepared. For example, the 1947 Texas City Disaster is a part of UTMB’s history and an important reminder that technological and accidental hazards are a possibility. There are also situations like pandemic outbreaks that, although seemingly less likely to occur than a weather-related event, would be a mistake to dismiss. Being prepared and ready to adapt to changing circumstances is important—having an emergency preparedness plan in place before something happens is crucial.

Where to begin? Websites like www.ready.gov and www.utmb.edu/emergency_plan can help guide you in making your preparations and offer a number of checklists to get you started. One of the first steps in emergency preparedness is to have a basic disaster supply kit that includes water, non-perishable food for people and pets, batteries, a weather radio, flashlight, first aid kit, sanitation and hygiene items, matches and other tools. Other important items you’ll want to be sure you have on-hand include all necessary medications you and your family require—it’s important to have enough available in case you cannot get them immediately refilled; having a list of all your medications is also important if you need to visit a health care professional outside of your health care network. As a UTMB patient, signing up for MyChart is an easy way to ensure you have access to this and other personal health care information for yourself and your dependents. If you haven’t already done so, now is a good time to sign up for MyChart!

The next step is to develop a communication plan with your family. Emergencies can happen at any time. Does your family know how to get in touch with one another? It may be that as employees, we are asked to stay for an extended time at UTMB, and we may be away for hours or even days. Or, we may not be at work or home at the time of an emergency. Lines of communication could be temporarily down or unavailable due to call volumes. It’s important to have a family discussion to determine how you will contact one another, where you will go in case of emergency, and to make arrangements for the care of dependents and pets.

For these reasons and others, it is also important to complete the Employee Acknowledgement Form and be familiar with the Business Continuity Plan for your UTMB unit or department. Understand how the plan is activated and by whom. Be aware of your role at UTMB before, during and after emergency. Please keep in mind that if you are currently classified as a non-essential employee, you could potentially be designated as an essential employee during an emergency. For complete details about staffing during adverse conditions, review IHOP Policy 3.1.1. In addition, “Shelter in Place/Ride Out Team” information can be found on UTMB’s HR page.

Finally, it’s important to stay informed. There are important differences among potential emergencies that should impact the decisions you make and the actions you take. Hazardous events and serious weather conditions may come with very little warning. A useful source of information on weather updates for the Houston-Galveston area is www.weather.gov. You can also find important general updates on iUTMB, through UTMB Alerts, via UTMB’s Facebook page and your UTMB email account.

I hope we will remain safe throughout the Hurricane Season and throughout the years to come, but when it comes to emergency situations, it’s better to have a plan—when an emergency occurs, the time to prepare has passed!

Ask, Recognize, Celebrate, Innovate!

Donna Sollenberger, EVP & CEO, UTMB Health SystemIn each Friday Flash Report, I like to share my thoughts with you on UTMB’s special events, stories that I find inspiring, or important initiatives currently underway in the UTMB Health System. This week, I’d like to invite YOU to take a turn by sharing your thoughts and questions with me—are there any topics you’d like me to comment on? Do you have any questions about initiatives going on at UTMB? Would you like to recognize someone for a job well done?

In fact, a great example I recently received came to me by email from an individual who wanted to share the innovative idea her colleague had to improve care delivery in the UTMB Cardiac Catheterization Lab (often called the “Cath Lab”).

The UTMB Cath Lab is one of very few labs in the nation that do more than 30 percent of its cardiac catheterizations using the radial artery approach. In short, it is a minimally invasive procedure in which small tubes (catheters) are inserted into the circulatory system under X-ray guidance. The procedure reveals information about blood flow and pressures within the heart to determine if there are obstructions within the blood vessels feeding the heart muscle (coronary arteries). The catheters necessary for cardiac catheterization can be inserted either into the femoral artery (in the groin) or into the radial artery (in the wrist).

Left to right: Nicole Wooden, Dr. Syed Gilani and Dr. Wissam Khalife with the “Gilani”, a new device invented at UTMB to assist in radial artery access catheterizations

Left to right: Nicole Wooden, Dr. Syed Gilani and Dr. Wissam Khalife with the “Gilani”, a new device invented at UTMB to assist in radial artery access catheterizations

Because the radial artery is much smaller and located closer to the skin surface, the risk of internal bleeding is eliminated and any external bleeding can be easily compressed. After the catheter is removed from the radial artery, a compression device is placed around the wrist to apply pressure on the artery. In general, patients find radial catheterization more comfortable than femoral catheterization because they do not have to remain immobile for some time after the procedure. This is a particular advantage for patients with back problems.

Nicole Wooden, a nurse in the lab, saw a need to help better secure the left arm when doing radial artery access catheterizations; however, there was nothing available in the market that could be effectively used. Nicole went home with an innovative idea and developed it into a safe and effective device, called the “Gilani”, named after Dr. Syed Gilani, assistant professor, Division of Cardiology, to facilitate the procedure! This is just one example of innovation at UTMB, and we’ll have more information and an interview with Nicole in next week’s Health System Friday Focus Newsletter.

There are incredible people working wonders every day at UTMB, and there are countless ways to put your good ideas into action! Not only would the Health System Executive Leadership and I like to know about the exciting projects you’re working on, we also want to know what you’d like more information on, too, to help ensure we can continue our journey down The Road Ahead working together, as a team.

To submit a topic you’d like a member of the Health System Executive Team or me to write about, you can either comment on this post, below, or send us an email via the Health System Q&A website (which offers an option to send comments and questions anonymously). We’d love to hear from you!

In addition to sharing your ideas with members of the Health System Executive Leadership and me, The Innovation Challenge 2014 is also in progress at UTMB. Visit the IDEAxCHANGE website, where ideas can be posted and discussed by any member of the UTMB community throughout the state. If you’re a manager or supervisor, please also encourage your teams to take part in Innovation Challenge!

“Creativity is thinking up new things. Innovation is doing new things.”
–Theodore Levitt

“Believe you can, and you’re halfway there.”
–Theodore Roosevelt

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