1491 lines
110 KiB
Text
1491 lines
110 KiB
Text
<!DOCTYPE html>
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<html lang="en" dir="ltr" prefix="content: http://purl.org/rss/1.0/modules/content/ dc: http://purl.org/dc/terms/ foaf: http://xmlns.com/foaf/0.1/ og: http://ogp.me/ns# rdfs: http://www.w3.org/2000/01/rdf-schema# schema: http://schema.org/ sioc: http://rdfs.org/sioc/ns# sioct: http://rdfs.org/sioc/types# skos: http://www.w3.org/2004/02/skos/core# xsd: http://www.w3.org/2001/XMLSchema# ">
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<head>
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<h1 class="nist-page__title">Neighbors in Health Care Focus on Community, Core Competencies, Lean</h1>
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<div class="daterange"><time datetime="2021-08-24T12:00:00Z">August 24, 2021</time>
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<span>By: </span>
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<a href="/blogs/blogrige/authors/dawn-bailey" hreflang="en">Dawn Bailey</a>
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<img loading="lazy" src="/sites/default/files/styles/960_x_960_limit/public/images/2021/08/10/wellstar-paulding-hospital-blog.jpg?itok=_fVUJ9nR" width="960" height="600" alt="Wellstar Paulding Hospital 2020 Baldrige Award Recipient in Health Care employee working in the pharmacy." typeof="foaf:Image" />
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<div class="nist-image__credit">
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<span class="nist-image__credit-label">Credit:</span>
|
||
|
||
Wellstar Paulding Hospital
|
||
|
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</div>
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</figcaption>
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<figcaption class="nist-image__caption">John Kueven, President, Wellstar Paulding Hospital, 2020 Baldrige Award Recipient<div class="nist-image__credit">
|
||
<span class="nist-image__credit-label">Credit:</span>
|
||
|
||
WPH
|
||
|
||
</div></figcaption>
|
||
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|
||
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||
|
||
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<p><span><span><span>“Health care can no longer be this building that you go into when you are sick, and you leave when you are well,” said John Kueven, senior vice president and hospital president of <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="e3cb66a2-eae2-4d9c-adab-86bac89f78f3" href="/news-events/news/2020/11/5-organizations-win-us-department-commerces-2020-baldrige-awards" title="5 Organizations Win U.S. Department of Commerce’s 2020 Baldrige Awards for Performance Excellence">Baldrige Award recipient</a> <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="99c0f8a8-31b6-4e5d-868f-ffb2b2daa8bc" href="/baldrige/wellstar-paulding-hospital" title="Wellstar Paulding Hospital">Wellstar Paulding Hospital (WPH)</a>. </span></span></span></p>
|
||
|
||
<p><span><span><span>Such thinking is the foundation of WPH’s motto “neighbors caring for neighbors” and pervades the organization’s action-oriented values: “We serve with compassion. We pursue excellence. We honor every voice.”</span></span></span></p>
|
||
|
||
<h3><span><span><span><strong>Deep Community Ties</strong></span></span></span></h3>
|
||
|
||
<p><span><span><span><span><a href="https://www.wellstar.org/locations/hospital/paulding-hospital">WPH,</a> located in northwest Atlanta, in one of the fastest-growing counties in Georgia, has deep ties to the community, said Kueven during a leadership presentation at the <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="23d30ad2-c593-44c9-bd9a-331612798174" href="/baldrige/qe" title="Quest for Excellence Conference">32<sup>nd</sup> Baldrige Quest for Excellence® conference</a>. </span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>He defined WPH’s patients and community service area as neighbors. “Our passion comes from being more than just a neighbor that lends a cup of sugar to our community. We want to be someone that our neighbors can count on in difficult times.”</span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>And the communities surrounding WPH, as well as the hospital itself, have certainly gone through some difficult times.</span></span></span></span></p>
|
||
|
||
|
||
<figure class=" align-right nist-image--lightbox nist-image" role="group">
|
||
<div data-copyright="Yes" data-lightbox="https://www.nist.gov/sites/default/files/styles/2800_x_2800_limit/public/images/2021/08/11/WPH-During-COVID-slide.jpg?itok=xfFsKbgg" data-media-id="619211">
|
||
|
||
<img alt="WPH slide thanking Paulding Chamber and Paulding County Community showing photos of employees and people from the community giving donations during COVID to WPH." height="270" loading="lazy" src="/sites/default/files/styles/480_x_480_limit/public/images/2021/08/11/WPH-During-COVID-slide.jpg?itok=X5GILTWN" typeof="foaf:Image" width="480">
|
||
|
||
|
||
|
||
|
||
|
||
|
||
</div>
|
||
<figcaption class="nist-image__caption">WPH's Thank You slide from its Quest for Excellence senior leadership plenary presentation.<div class="nist-image__credit">
|
||
<span class="nist-image__credit-label">Credit:</span>
|
||
|
||
Wellstar Paulding Hospital
|
||
|
||
</div></figcaption>
|
||
</figure>
|
||
|
||
|
||
|
||
<p><span><span><span><span>During the COVID-19 pandemic, both WPH and its communities cared for each other. WPH ensured that patients didn’t lose family connections by deploying tablets to their rooms and helped ease patients’ loneliness by acts of kindness, such as making Valentine’s Day cards. The community gave back, too; the Chamber of Commerce worked 24 hours a day to print personal protective equipment (PPE) for staff members using 3D printers, and community members donated thousands of meals, medical supplies, snacks, masks, gift bags, and other items, underlining the phrase, “To serve those serving them.”</span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>In addition to the high demands of the pandemic, Kueven said WPH, like other U.S. hospitals, has strategic challenges, including capacity constraints, access to care, and workforce recruitment/shortages. The hospital is consistently over 100% occupied, so growth has to be carefully considered. </span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>The pandemic also exacerbated workforce challenges, with top talent often being stolen away, Kueven said. “How do we keep up with that? How do we create a culture that ensures our people want to stay?” he asked.</span></span></span></span></p>
|
||
|
||
<h3><span><span><span><span><strong>Stick to the Fundamentals: Build a Culture</strong></span></span></span></span></h3>
|
||
|
||
<p><span><span><span><span>Because health care is complex both for patients and staff members, Kueven said the hospital breaks complexity down by focusing on its core competencies: patient safety and team member engagement. He said,</span></span></span></span></p>
|
||
|
||
<div class="nist-callout">
|
||
<p><span><span><span><span>We know [core competencies] give us an advantage. . . . Building our neighborhood through high-quality, integrated care, we know we can reduce complexity for both our patients and for our team.</span></span></span></span></p>
|
||
</div>
|
||
|
||
<p><span><span><span><span>Kueven added that WPH “sticks to the fundamentals of the mission, vision, and values. . . . Our team works every single day with that blueprint for our neighbors to strengthen our culture, very systematically, very intentionally, every single day.”</span></span></span></span></p>
|
||
|
||
<p><span><span>Kueven said WPH’s goal is to be the safest hospital in the country, and this goal statement is the basis for an open staff member discussion “that sets the expectation<span><span>. . . . Our mission, vision, and values; core competencies; and Lean Management System help us build our house for engagement.”</span></span></span></span></p>
|
||
|
||
<h3><span><span><span><span><strong>Be Integrated: Build a House</strong></span></span></span></span></h3>
|
||
|
||
<p><span><span><span><span>WPH “boldly integrates Lean into all of the work that we do,” said Kueven. </span></span></span></span></p>
|
||
|
||
<figure class=" align-right nist-image" role="group">
|
||
<div>
|
||
|
||
<img alt="Photo of Nichole Rydahl." height="220" loading="lazy" src="/sites/default/files/styles/220_x_220_limit/public/images/2021/08/11/nichole-rydahl.jpg?itok=GnV9jLUq" typeof="foaf:Image" width="198">
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</div>
|
||
<figcaption class="nist-image__caption">Nichole Rydahl, Assistant VP of Operations, Wellstar Paulding Hospital, 2020 Baldrige Award Recipient<div class="nist-image__credit">
|
||
<span class="nist-image__credit-label">Credit:</span>
|
||
|
||
WPH
|
||
|
||
</div></figcaption>
|
||
</figure>
|
||
|
||
|
||
|
||
<p><span><span><span><span>During the 32<sup>nd</sup> Quest conference, Nichole Rydahl, assistant vice president of operations, echoed this, saying that Lean has become the bricks that WPH uses to build its symbolic house in the neighborhood. Key WPH functions integrated with Lean are strategy, team member engagement, performance reviews, knowledge management, performance improvement and innovation, and process design and management, she said.</span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>Rydahl said WPH’s Lean Management System is built around Plan, Do, Study, and Act. The hospital has added elements of standard work to “prevent us from rolling backwards once we make an improvement that is beneficial to the organization.”</span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>Lean is used to execute the Strategic Planning Process (SPP) to reach strategic objectives, said Rydahl. A key part of the SPP is “how can we best take care of our neighbors daily.” She said WPH uses a strategic A3, a problem-solving tool, to plot its “true north” and determine strategic objectives and how to execute them for the next three–five years. According to Rydahl, multiple people come together across the organization to develop the A3, which is how knowledge is managed. Other strategic A3s and problem-solving A3s are created based on defined strategic tactics and countermeasures.</span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>“Lean and process improvement are a journey, so we’re always documenting our key learnings and next steps based on what we learned as we implemented some of the countermeasures and target initiatives,” said Rydahl.</span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>At WPH, Lean is also taught to front-line staff members to help them be problem solvers and to help the hospital meet its strategy by deploying goals in a systematic away, said Kueven. A personal commitment is made by every team member to help WPH achieve that strategy, he added.</span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>In addition to Lean, in a literal sense of building a house, WPH used a Safety 4 building model to incorporate elements “to be the safest hospital in the world,” including a standby power system with high-intensity ultraviolet irradiation in the air-handling system to reduce transmission of infection and a geothermal heat pump that uses the earth as a thermal battery, resulting in zero building emissions. Its GEO-thermal building is one of only a handful in the country, said Kueven.</span></span></span></span></p>
|
||
|
||
<h3><span><span><span><span><strong>Build a Great Place to Work</strong></span></span></span></span></h3>
|
||
|
||
<p><span><span><span>WPH sets very clear expectations in the leadership system on what it means to be a leader, Kueven said. </span></span></span></p>
|
||
|
||
<p><span><span><span>“We know if we execute correctly in our leadership system, our neighborhood will continue to strengthen,” said Kueven. “That community connection . . . couldn’t have been more important than it was in the last year,” he said. As a way of giving back to the community, all leaders serve on volunteer boards and/or in volunteer programs. </span></span></span></p>
|
||
|
||
<p><span><span><span>Nurses’ connections with patients are emphasized at WPH, too. WPH has a decentralized nursing model—small stations throughout a unit to ensure staff members are as close as possible to patients.</span></span></span></p>
|
||
|
||
<p><span><span><span><span>“Even through the pandemic, as challenging as it was and as many incentives as there were for nurses to take travelling positions, we still maintained a low nursing turnover,” he added.</span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>According to Kueven, volunteers have a key role, too, and the hospital is proud that on the Great Place to Work® survey, volunteers have consistently rated the statements, “I feel proud that I have made a difference,” and “I’m proud of what we do as a team” at 100%. </span></span></span></span></p>
|
||
|
||
<p><span><span><span><span>But for WPH and its community, excellence is measured not just by statements, measures, or awards, but by the validation of its community, its neighbors. He said,</span></span></span></span></p>
|
||
|
||
<div class="nist-callout">
|
||
<p><span><span><span><span>It’s not about the awards. But they are important because they do tell us if we are meeting the goals that we have strategically set and are going in the right direction of being great neighbors, caring for neighbors. We use these for external validation to ensure we are doing the right thing.</span></span></span></span></p>
|
||
</div>
|
||
|
||
<p><span><span><span><span>As a 2020 Baldrige Award winner, WPH sure seems to be on the right track.</span></span></span></span><br>
|
||
</p>
|
||
|
||
<hr>
|
||
<div class="grid-row grid-gap">
|
||
<div class="grid-col-3">
|
||
<figure class=" align-center nist-image" role="group">
|
||
<div>
|
||
|
||
<img alt="2021-2022 Baldrige Excellence Framework Business/Nonprofit feature image" height="300" loading="lazy" src="/sites/default/files/styles/960_x_960_limit/public/images/2020/12/17/2021-2022-Baldrige-Excellence-Framework-featured-cover_0.jpg?itok=bk3KBYWd" title="2021-2022 Baldrige Excellence Framework Business/Nonprofit feature image" typeof="foaf:Image" width="233">
|
||
|
||
|
||
|
||
|
||
|
||
</div>
|
||
<figcaption class="nist-image__caption"></figcaption>
|
||
</figure>
|
||
|
||
|
||
</div>
|
||
|
||
<div class="grid-col-9">
|
||
<h2>Baldrige Excellence Framework</h2>
|
||
|
||
<p>The <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework">Baldrige Excellence Framework</a> has empowered organizations to accomplish their missions, improve results, and become more competitive. It includes the Criteria for Performance Excellence, core values and concepts, and guidelines for evaluating your processes and results.</p>
|
||
|
||
<h3><a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework"><strong>Purchase your copy today!</strong></a></h3>
|
||
|
||
<p>Available versions: <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework/businessnonprofit">Business/Nonprofit</a>, <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework/education">Education</a>, and <a href="https://www.nist.gov/baldrige/publications/baldrige-excellence-framework/health-care">Health Care</a></p>
|
||
</div>
|
||
</div>
|
||
|
||
<hr>
|
||
|
||
</div>
|
||
|
||
</div>
|
||
<div
|
||
class="nist-block"
|
||
>
|
||
|
||
|
||
<div class="nist-tags">
|
||
<a href="/blogrige-categories/award-process-events-and-training" hreflang="en">Award Process, Events, and Training</a>, <a href="/blogrige-categories/award-recipients" hreflang="en">Award Recipients</a>, <a href="/blogrige-categories/baldrige-excellence-framework-criteria" hreflang="en">Baldrige Excellence Framework (Criteria)</a> and <a href="/blogrige-categories/community" hreflang="en">Community</a></div>
|
||
|
||
|
||
</div>
|
||
|
||
<div
|
||
class="nist-block"
|
||
>
|
||
|
||
<h2
|
||
class="nist-block__title"
|
||
>About the author</h2>
|
||
|
||
<div class="nist-field nist-field--label-hidden entity-reference">
|
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<div class="nist-field__items">
|
||
<div class="nist-field__item">
|
||
|
||
<article
|
||
about="/blogs/blogrige/authors/dawn-bailey" class="nist-teaser"
|
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>
|
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<div class="nist-teaser__image">
|
||
<div class="entity-reference"> <a href="/blogs/blogrige/authors/dawn-bailey" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2019/12/18/IMG_2952.JPG?itok=-PWaG3HO" width="100" height="85" alt="Dawn Bailey" typeof="foaf:Image" />
|
||
|
||
</a>
|
||
</div>
|
||
|
||
</div>
|
||
<div class="nist-teaser__content-wrapper">
|
||
<header>
|
||
<h3 class="nist-teaser__title"><a href="/blogs/blogrige/authors/dawn-bailey"><span>Dawn Bailey</span>
|
||
</a></h3>
|
||
|
||
</header>
|
||
<div class="nist-teaser__content">
|
||
<div class="text-with-summary"><p><span>Dawn Bailey is a writer/editor for the Baldrige Program and involved in all aspects of communications, from leading the Baldrige Executive Fellows program to managing the direction of case studies, social media efforts, and assessment teams. She has more than 25 years of experience, 18 years at the Baldrige Program. Her background is in English and journalism, with degrees from the University of Connecticut and an advanced degree from George Mason University.</span></p></div>
|
||
|
||
</div>
|
||
</div>
|
||
</article>
|
||
</div>
|
||
</div>
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</div>
|
||
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</div>
|
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<div
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class="views-element-container nist-block"
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>
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<h2
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class="nist-block__title"
|
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>Related posts</h2>
|
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<div>
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<article
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about="/blogs/blogrige/100-satisfaction-guaranteed" class="nist-teaser"
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>
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<div class="nist-teaser__image">
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<div class="entity-reference"> <a href="/blogs/blogrige/100-satisfaction-guaranteed" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2025/02/06/Satisfaction-Guaranteed.jpg?itok=ThnLiBh5" width="100" height="63" alt="A home with hurricane shutters next to a ladder." typeof="foaf:Image" />
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<header>
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<h3 class="nist-teaser__title"><a href="/blogs/blogrige/100-satisfaction-guaranteed"><span>100% Satisfaction Guaranteed</span>
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</a></h3>
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<div class="text-with-summary"> 100% satisfaction guaranteed. A simple statement. Easy to understand. But…. My story begins with Hurricane Milton, one of two tragic hurricanes to hit the west
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<div class="nist-teaser__image">
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<div class="entity-reference"> <a href="/blogs/blogrige/boost-innovation-your-work-thinking-poet" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2025/02/04/Tucker-Bryant-blog.jpg?itok=gDhGrp2O" width="100" height="63" alt="Tucker Bryant speaks on a stage in front of an audience." typeof="foaf:Image" />
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||
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||
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<div class="daterange"><time datetime="2025-02-04T12:00:00Z">February 4, 2025</time>
|
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<div class="nist-teaser__content">
|
||
<div class="text-with-summary"> Tucker Bryant is a Stanford-educated poet and entrepreneur. He’s also a former employee of technology behemoth Google, where he used his creative perspective to
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<article
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about="/blogs/blogrige/more-reasons-apply-be-2025-baldrige-examiner" class="nist-teaser"
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<div class="nist-teaser__image">
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<div class="entity-reference"> <a href="/blogs/blogrige/more-reasons-apply-be-2025-baldrige-examiner" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/thumbnail/public/images/2025/01/07/More-Reasons-to-Apply-to-Be-2025-Examiner.jpg?itok=ot0YShWL" width="100" height="63" alt="Why Apply to be a 2025 Baldrige Examiner showing a man holding an iPad displaying the online application." typeof="foaf:Image" />
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<div class="daterange"><time datetime="2025-01-14T12:00:00Z">January 14, 2025</time>
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</header>
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<div class="nist-teaser__content">
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<div class="text-with-summary"> In a blog last week, I provided a multitude of reasons to apply to be a 2025 Baldrige examiner®. The benefits of serving in this volunteer role were conveyed by
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