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Your Mission Should You Choose To Accept
Planning and Execution
Customer Focus
Measurement and Improvement
If you get these wrong there is no hope for us...none...not even a little
100
What does Preeminence mean here at MHSL?
Top 10%
100
What is IQR
Intelligent (IQ) Risk Process
100
What are the three cycles of Customer Engagement with one example of each?
What is Before (Community Events), During* (Rounding) and After (Surveys). Younger generation likes iRounding, older thinks about distraction (solution involve patients in population).
100
What does PDM Stand for
Process Design Methodology
100
What does ADLI stand for?
Approach, Deployment, Learning and Integration
200
What are our WF Segments?
EP, PP VP
200
Explain the steps in the IQR
Alignment with MVV Stakeholder Requirements ROI Overall Impact
200
What is CHA? How often does it happen?
What is Community Health Assessment, every 3 years.
200
Explain our Approach in the PDM, i.e some or all of the steps...
Need Teams Stakeholder Requirements Method (PDCA, LEAN, etc...) Requirements CBA (if Needed) Technology Ethics Process Map Determine new support Develop Measures Establish Bench Marks Pilot
200
What is our core valve and core competency
Safety and FCF
300
How do we role model our MVV
Culture Day, NEO, FF, Breakfast with Greg...etc...
300
Name three ways we promote a culture of safety
Breakthroughs in Patient Safety-BIPS Safety Huddles Filter & Event Analysis Committee VRS: Safety Event Reporting
300
How often is Patient Satisfaction Data deployed to you and your EPs?
What is Weekly...as soon as you see it.
300
Explain Stage Gating
Use the Car Analogy Design-->Prototype-->Alpha-->Beta-->Production A moment of stop, pause and go to make sure we are on the right path
300
Define RELATE
Reassure, Explain. Listen, Ask Questions, Take Action & Express Appreciation
400
List three Strategic Challenges and Advantages
A (Safety, FCF, Agility, Payor Source, PP Leadership, LT engagement, System Alignment, Affordability, Financials) C (Obamacare, Market, Capacity, Under/Uninsured, Recruitment, Medicare Improvement, HRO, Value by decreasing cost, Pat Sat)
400
How do we use Social Media at MHSL?
Leverage MHHS Feedback sent to local contact Respond if necessary View local social media pages.
400
How do we manage Complaints
Proactive Reactive 7-steps *1) Listen without interrupting, 2) apologize without blaming, 3) empathize with the customer, 4) clarify the complaint to verify understanding, 5) explain your plan of action, 6) refer to the matter to the appropriate person or department for resolution and 7) follow through on any commitments you have made.
400
Explain how we prioritize our goals here at MHSL
What is PPM 4 Boxer (Quantitative) i.e. Low Hanging Fruit
400
What is LeTCI & Why is it important?
What is Levels, Trends, Comparisons & Integration. This is how Baldrige Measures Results.
500
Name one recent Intelligent risk we've taken here at MHSL
93 Million dollar tower, PEDI, iRounding.
500
What are MHSL Key objectives and how are they measured?
What is Q&S, PE, OE, S&S & G Threshold, Target & Distinguished
500
What is Customer Experience Accountable Process? And how often are you required to update your action plan if your metrics are below the 75th Percentile?
Part A Leaders Review Customer Experience Weekly Reports, deploy results to their team, investigate and share best practices (Remediate if necessary) Part B: weekly
500
Where does Integration fit in out PDM & PMS?
Pervasive throughout our processes, we are constantly asking why X matters.
500
Results for Retention and Patient Satisfaction are not where we want them to be at the time the application was submitted...what are we doing about this?
iRounding Retention Engine to name a few