Toolbook for Health Care Redesign

Contents:

TAKING TIME TO ASSESS * The Infamous Survey Process * One-on-One: Asking the Right Questions * Sample Surveys * Overcoming the Resistance * Walk a Mile in My Shoes * Patient-Focused Caring Unit Assessment * Managerial Rounds * Guidelines for Making Managerial Rounds * Identifying What's Ending * Assessing the Emotion of Change * Professional Stereotyping * Assessing the Priorities * From Novice to Expert: Where Are Your People? * Nursing Expertise Self-Report Scale And What Are They Doing? * Baseline Work Sampling * Components of CHMC Diagnostic Assessment * Identifying Paradoxes * Dilemmas and Contradictions * Visual Images * The Overall View * Questions with a System Approach

PLANNING FOR SUCCESS * One Consultant's Road Map * Vision of Reengineering Projects: What's the Purpose? * Success Stories and Tools for Establishing Work * Teams and Vision * Planning/Visioning Process * Discussing Values * Defining the Purpose of the Organization or Department * Putting Together Purpose and My Value to the Organization * Using Visual Imagery * Sample of Vision Framework from Norman, Oklahoma * Legacy Patient-Focused Vision * Teamwork Tools * Performance/Outcomes Agreement * Action Plan * Organizational Commitment to Success * Manager and Staff Roles in Planning: That Means Everyone! * Checklist for Planning Time for the Manager * Shared Governance Councils, Self-Directed Teams, and Union Committees: Roles in Planning Planning: Creation of Roles * Planning for Care Redesign Checklist * Planning for Assistive Personnel Planning Case Study: CMHC, Seattle, Washington

INTERVENTIONS TO MAKE IT ALL HAPPEN * Damage Control: An Overview of the Intervention Process * Training: Making the Decision to Support Change * Workshop Presentations * Sample Agendas * Ground Rules: An Illustration * Covenants for Conducting Management Council * Change Management * The Four Ps of Successful Change * Clarifying Roles * Valley Medical Center Patient Care Services Direct Caregiver Scope of Practice * Clarifying the Roles of the Members of the Team * Developing Accountability * Developing Accountability * When is My License on the Line? * Scope of Practice Grid * The Four Rights of Collaborative Teamwork * Effective Communication * Giving and Receiving Feedback * Working It All Out * Outcome Planning * A Positive Approach to Problem Solving * Five Choices for Negotiating Conflict among the Team Multiskilling and Patient-Focused Care * Process of Role Development * Expanded Role of the Clinical Assistant To Include Phlebotomy * Respiratory Therapists in an Expanded Role * Team Building * The Domino Game * Terms of Agreement

EVALUATING OUR PROGRESS AND CELEBRATING SUCCESS * Evaluation: What's Happening? * Evaluating an Organization for Successful Restructuring * Measures for Success * Evaluation of Overall Success and Quality Initiatives * Measures of Success * Measuring Progress * Using Shared Governance * Teams and Labor Management Groups * Unit Evaluation * Areas of Focus/Resources Required * Sample Agenda * Tools for Measuring Success from a Managerial Perspective * Performance/Outcomes Agreement * Role Acceptance and Role Behavior * Job Description Draft for Staff RN * Coworker/Customer Performance Feedback * Generic Medical Surgical Nursing Competency Checklist * MA Competencies Evaluation Checklist 1996 * Annual Review Checklist * Meeting Evaluation and Ratings * Meeting Evaluation * Evaluation of Training * Evaluation of the Four Ps of Successful Teamwork * RN Delegation Review * Tool Scenarios * Homework Assignment * RN Role Development Workshop Follow-Up * Keeping It All Going: Ongoing Evaluation Criteria * Evaluation Criteria * Index