Chapters 1-3 recap
a person who ignites passion in individuals
what is a firestarter
This supports the alignment of desired behaviors
What is Measurement
This isn't easy
What is change?
To sustain leader engagement, it is recommended that off-site retreats are held
What is every 90 days?
What year did Sentara CarePlex Hospital open?
What is December 20, 2002
Shows how organizations can create momentum for change by engaging the passion of their employees
what is the healthcare fly wheel
Doing this often process improvement increases and the hospital becomes a better organization
What is Measuring
These ensure a high quality and caring environment for our patients, our employees and physicians so we succeed in building a culture on operational excellence
What is Key words at key times, and discharge / post-visit phone calls
If you are having a conversation with someone you have identified as a low performer the meeting should not begin _________________
What is a positive note?
Where will the 2020 summer Olympics be held?
What is Tokyo Japan?
This person is said to appear when the student is ready
Who is the teacher
These are vital to the development of a treatment plan for an organization
What is metrics
A key way to drive process improvement and focus on service is to establish____________.
What are service teams?
A series of dialogues that a supervisor has with employees based on their performance rating
What is Highmiddlelow conversations?
What blue-skinned cartoon characters took North America by storm in 1981?
Who are the Smurfs?
These roman inspired architectural structure are said to be the foundation of improving excellence
What are the five pillars
"Measurement provides the vital signs for an organization" Name our Sentara leader who is known for using this phrase.
Who is Samuel?
Establishes the code of conduct that all employees will live by.
What is Standards team?
A critical technique for leaders to use to align behavior
What is Reward and Recognition?
What is baseball?
These 5 pillars provide what is considered Bottom line results
What are service, quality, people, finance and growth
When clear goals are combined with consistent measurement and aligned behaviors, this will start to come
What are results?
Said to be effective with physician engagement, these three things must be present to sustain the gain
What are, Focus, Fix and Follow up?
D-E-S-K approach stands for
What is describe, evaluate, show and know?
This cartoon has never had an adult appear in the strip
What is Peanuts?