University of Utah Health's Leadership Development Institute (LDI) morning session: Linda Tyler and Gordon Crabtree welcome, Greg McKeown "Essentialism," and A. Lorris Betz, MD, PhD, Sr. VP of Health Sciences. Grand America Hotel, Salt Lake City, Utah.

1. © U N I V E R S I T Y O F U T A H H E A L T H ,
LDI: November 2017

2. © U N I V E R S I T Y O F U T A H H E A L T H ,
WELCOME
LINDA TYLER, CHIEF PHARMACY OFFICER

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4. © U N I V E R S I T Y O F U T A H H E A L T H ,
WELCOME
GORDON CRABTREE, CHIEF EXECUTIVE OFFICER

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18. © U N I V E R S I T Y O F U T A H H E A L T H ,
Building Momentum
Toward Our True North:
Our Patients
A. Lorris Betz, MD, PhD
Interim
SVP, Health Sciences
CEO, U of U Health
Executive Dean, School of Medicine

19. © U N I V E R S I T Y O F U T A H H E A L T H ,
OUR PATIENT – BRIAN MCKENNA

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WHAT MAKES
CARE LIKE THIS
POSSIBLE?

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“Creating a culture of respect is the essential first
step in a health care organization’s journey to
becoming a safe, high-reliability organization . . .”
Source: Leape LL, Shore MF, Dienstag JL, et al. A Culture of Respect, Part 2: Creating a Culture of
Respect, Academic Medicine. 87:853-858, 2012.
OUR CULTURE IS THE PROBLEM
SOLUTION
>

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SOURCE: LDI, 3-17-2011
Hospitals and Clinics Physician Faculty
Hierarchical Highly decentralized
Clear lines of accountability
Strongly independent
individuals who generate
their own support
Secure, stable, predictable Entrepreneurial
Rules driven Consensus driven
Common measures of success
Individual measures of
success
Focus on control Resistance to control
TWO CULTURES

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SOURCE: LDI, 3-17-2011
23
Hospital Physicians
The
Patient
Experience
TWO CULTURES – A SHARED MISSION

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SOURCE: LDI, 3-17-2011
CREATING A CULTURE OF RESPECT & SHARED
PURPOSE
 Leadership must be persistent and consistent
 Courage to speak up
 Zero tolerance policies for mistreatment and failure to report
 Safe, non-judgmental reporting environments
 Expectation of personal accountability
 Hire the right people and move out those who won’t get on board
 Metrics and transparency to motivate and monitor progress
 Embrace diversity

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RECOMMEND THIS HOSPITAL?
SOURCE: Press Ganey Inpatient Satisfaction Survey: Likelihood of recommending hospital.
University Health System Consortium Benchmarking Group
UHCPercentileRank
14
23
31
23
34
51
72
77
79
74
77
83 83
0
20
40
60
80
100
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
85

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GOING LIVE – DECEMBER 2012

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PATIENT SATISFACTION SCORES

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2012 2013 2014 2015
CONTRIBUTING TO A NATIONWIDE SOLUTION

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A TRACK RECORD FOR QUALITY

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THE EXCEPTIONAL PATIENT EXPERIENCE
Lessons Learned – Success Factors:
 Visible support from highest levels of leadership
 Widespread buy-in
 Doing the right thing feels good
 Encouraged local solutions
 Exploit competitive nature
 Communication

31. © U N I V E R S I T Y O F U T A H H E A L T H ,
LEADING TO OUR
TRUE NORTH

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OUR CULTURE
The
Patient
Experience
Hospital Providers

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The
Patient
Experience
Hospital Providers
Research
EducationGoal =
Integration

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SETTING THE STAGE AS ONE INTEGRATED
SYSTEM

35. © U N I V E R S I T Y O F U T A H H E A L T H ,
A TANGIBLE AND POSSIBLE FUTURE
NEW
UNIVERSITY
PRESIDENT
20202018 2019
SUGAR HOUSE
HEALTH
CENTER
OPENS
AMBULATORY
CARE COMPLEX
& REHAB
HOSPITAL
OCCUPANCY
NEW
U OF U
HEALTH SVP
521
DEMOLITION
NEW CHAIRS
HIRED
NEW HOSPITAL
CEO
2020-2022
• MED Opens
• Ambulatory Expansion
• Health Plans at 300k+ Members
• Top 10 Quality 12 years in a Row
• Integrated Schools & Colleges
• Research Raising $350M+
• Capital Campaign Raised $1B+

36. © U N I V E R S I T Y O F U T A H H E A L T H ,
OUR TRUE NORTH AND OUR FUTURE

37. © U N I V E R S I T Y O F U T A H H E A L T H ,
FINIDNG YOUR OWN TRUE NORTH

38. © U N I V E R S I T Y O F U T A H H E A L T H ,
THANK YOU