2008 National Conference
November 17–19
Grapevine, TX
INSIDE THE POST EDITION
2008 National Client Conference, Texas Style
CEO Forum Focuses on Leadership and the Future
Hourly Rounding a “Win-Win Situation” for Patients and Staff
Crucial Conversations Enhance Safety Culture in Health Care
Success Starts With Leadership
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Success Starts With Leadership
Anne Lang stressed the importance of leadership to attendees at her Nov. 18 session, “It’s ALL About Your Leaders.”
In her executive leadership session, Lang, MHA, JD, VP for Human Resources and Legal Services, Winchester Hospital, said important leadership development is integral in the success of service excellence initiatives.
“If your leaders aren’t (effective), you can’t have a successful service excellence initiative,” she said. “You’re only as strong as your weakest link.”
In the session, Lang shared the twelve steps to a great leadership development process, something that she has been working on for more than six years. The steps are practical and easy to implement.
Lang said satisfied employees always provide good customer service. The purpose of the session was to provide guidance in initiating a leadership development program that will lead to extraordinary employees and, therefore, patient satisfaction results.
“If you have an employee in your (emergency room) that is not delivering service the way you want them to, and the leader does nothing about it, they are cooked—literally and figuratively,” Lang said. “There is no way to recover from that.”
Lang’s twelve steps to a great leadership development process are:
1. Conduct an employee opinion survey to use as a baseline to see if your leadership development process is really working.
2. Create a leadership advisory committee to set your leadership development strategy and a leadership steering committee to execute the strategy.
3. Define your leaders.
4. Define your mission, values, and guiding principles.
5. Decide on your leadership competencies to establish expectations from your leaders.
6. Decide on the hours encouraged versus the hours required.
7. Segment your leaders and develop components.
8. Conduct a leadership needs assessment to determine exactly what courses you need to offer.
9. Research and develop appropriate courses for each segment leader.
10. Pull it all together. Once all of the elements have been confirmed, organize a course catalog.
11. Schedule several all-day leadership forums with themes based on your organization’s goals.
12. Measure the success of your leadership development process by keeping attendance and having participants fill out surveys. Monitor those surveys and changing your leaders’ performance evaluations to reflect the participation.
