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How One Community Hospital is Creating a Culture of Continuous Improvement

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Presented by Mike McGowan, Director of Process Excellence at Marietta Memorial Hospital. Mike will share principles, methods, and lessons learned that can be applied in any industry. Healthcare has learned from manufacturing, so here is our opportunity to learn back from healthcare.

Learn how Memorial Health System uses training and five specific roles to build and spread a culture of continuous improvement

Hear what MHS has done well and where we could improve

Discuss the leadership behaviors necessary to accomplish a culture change

Published in: Business
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How One Community Hospital is Creating a Culture of Continuous Improvement

  1. 1. How a Community Hospital is Creating a Culture of Continuous Improvement Host: Mark Graban KaiNexus Mark@KaiNexus.com @MarkGraban Presenter: Mike McGowan Marietta Memorial Hospital MMcg@mhsystem.org
  2. 2. Webinar Logistics • Presentation (45 minutes) • Q&A (10 minutes) – Use the GoToWebinar Meeting Panel to submit a question any time • Recording link & slides will be sent via email – Also see the “Handouts” box and a link in the chat box
  3. 3. § Director of Process Excellence, Memorial Health System, 2013 – 2018 § Senior Director Ancillary Services, Memorial Health System, 2011 – 2013 § Master’s of Business Operational Excellence, The Ohio State University, 2014 * mmcg@mhsystem.org Mike McGowan
  4. 4. How a Community Hospital is Creating a Culture of Continuous Improvement KaiNexus Webinar November 28, 2018 Mike McGowan Memorial Health System
  5. 5. OBJECTIVES • Learn how Memorial Health System uses training and five specific roles to build and spread a culture of continuous improvement • Hear what MHS has done well and where we could improve • Discuss the leadership behaviors necessary to accomplish a culture change
  6. 6. Memorial Health System • Located in Southeastern Ohio, serving both Ohio and West Virginia • Two hospitals, three emergency departments, and two urgent care centers • 2,500 employees • 300 employed physicians • Started our improvement journey in 2013
  7. 7. CI TEAM • Six Lean/Six Sigma black belts led by a director. • Director – Masters of Business Operational Excellence from The Ohio State University • Black Belts successfully completed online training and coaching through MoreSteam
  8. 8. Strategy to Create New Culture • BY 2021: • Embed a black belt in eight “high profile” departments (example: Surgery, Pharmacy, Imaging, Lab, Nursing, Materials) • Train 2000 frontline staff as white belts • Train all current and new leaders as yellow belts • Have at least 10 leaders complete work to earn green belts
  9. 9. WHITE BELT •Understand the structure and goals of Lean/Six Sigma (LSS) •Uses basic LSS vocabulary terms •Enters Opportunities for Improvement (OI’s) in KaiNexus •Participates on project improvement teams
  10. 10. YELLOW BELT •Understand BASIC Lean/Six Sigma (LSS) concepts and tools •Starts and leads A3 improvements •Participates on project improvement teams and assists with white belt training
  11. 11. GREEN BELT •Has successfully completed three A3s under the guidance of a black belt •Starts and leads A3 improvements •Participates on project improvement teams •Assists with training yellow and white belts in their respective departments
  12. 12. BLACK BELT •Works with leaders to identify gaps and select improvement projects •Coaches, mentors, teaches, monitors, and leads improvement projects •Responsible for LSS implementation and culture change •Trains green, yellow, and white belts
  13. 13. CHAMPION •Executive leader who drives improvement initiatives •Helps select projects and removes barriers to improvement •Supports change and develops a culture of continuous improvement.
  14. 14. How are we doing? •221 white belts •219 yellow belts •0 green belts •1 black belt embedded (pharmacy)
  15. 15. What have the impacts been? •People across the system are using more and more of the terminology •Leaders are more focused on data driven improvements •Most departments are huddling •Front line staff are energized and engaged
  16. 16. What have we done well? •Good support from executive leadership •Completed improvements in a wide variety of hospital departments (finance, physician clinics, pharmacy) •Coaching leaders, students, and ourselves • Implemented improvement software
  17. 17. What can we do better? •Better involvement from executive leaders •Leaders still struggle to rush to solutions before fully defining and studying the problem •Do more coaching within our team •Provide more timely updates to improvement software. •Need a defined process of resourcing CI staff
  18. 18. Culture creation has been derailed •Health System is facing financial challenges •Had to delay the development of CI team and hence embedding process and become coaches for entire leadership team •New process should provide a better process to use CI team
  19. 19. Value Enhancement Basics •Goal is to reduce our cost per unit of service • Business Growth & Development • Increase volume and revenue • Available resource: Business Development – Shawn and Marcy • Waste Reduction • Decrease cost/waste and improve processes • Available resource: Continuous Improvement team – Mike • Financial coaching
  20. 20. Financial Impact • 260 total projects • 146 JDI • 114 A3 • 75 no value • $32,940,781 proposed enhancements • $1,611,408 realized in FY 18 • $22,521,303 potential • we expect to realize $8,645,520 in FY 19
  21. 21. New Feature
  22. 22. • Register at www.KaiNexus.com/webinars • The Banna-Rippey Show • November 29 (for KaiNexus Customers) • Jess Orr • Hoshin Kanri for Personal Goal Setting and Execution • January 10, 2019 1 PM ET Our Next Webinars
  23. 23. Other Resources www.KaiNexus.com
  24. 24. KaiNexus Podcasts • www.KaiNexus.com/podcasts • Subscribe via: – iTunes – Google Play – Stitcher
  25. 25. • Web: – www.kainexus.com – blog.kainexus.com • Webinars on Demand: – www.kainexus.com/webinars • Social Media: – www.twitter.com/kainexus – www.linkedin.com/company/kainexus – www.facebook.com/kainexus Thank you! / Q&A Host: Mark Graban KaiNexus Mark@KaiNexus.com @MarkGraban Presenter: Mike McGowan Marietta Memorial Hospital MMcg@mhsystem.org

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