Journey to Excellence

1. Journey to Excellence Tim Larkins Director of Patient Accounts Services Greenville Hospital System

2. Personal Background Christie and Tim Since 1992 Catie (15) and Trent (17)

3. Personal Background

4. Professional Background Baptist Hospital Nashville, TN

5. Professional Background Clarksville Memorial Hospital Clarksville, TN

6. Professional Background Laurens County Health Care System Clinton, SC

7. Professional Background Greenville Hospital System Greenville, SC Greenville Hospital System Main Campus

8. The Great Awakening “It takes less time to shine than it does to whine.” “The person who hears the complaint . . . . . . becomes the patient’s saint.” “Be the change you want to see in the world.” Gandhi

9. Obstacles to Changing the Culture • The current culture kingdom • Royalty (The Untouchables) • Their expectations are extremely high • Their commitment is extremely low • Sages (The Clergy) • They know all of the “rules” • Predict the program will “crash and burn” • Protectors (Mercenaries) • Aka your medical staff • Serfs • Everyone else not willing to buck the current culture

10. Obstacles to Changing the Culture No vision of your organization as it should be "Life as it is. I've lived for over forty years, and I've seen life as it is – pain, misery, cruelty beyond belief. I've heard all the voices of God's noblest creatures – moans from bundles of filth in the street. I've been a soldier and a slave. I've seen my comrades fall in battle, or die more slowly under the lash in Africa; I've held them at the last moment. These were men who saw life as it is. Yet they die despairing, no glory, no dray of last words – only their eyes, filled with confusion, questioning "Why?" I do not think they were asking why they were dying, but why they had ever lived.   "And life itself seems lunatic; who knows where madness lies. Perhaps to be too practical is madness. To surrender dreams – this may be madness. To seek treasure where there is only trash, too much sanity may be madness! And maddest of all, to see life as it is and not as it should be!" - Cervantes from Man of LaMancha

11. Obstacles to Changing the Culture Paralysis by analysis Perfection mentality Fear of failure Lack of committed leadership

12. Before Continuing, Ask Yourself . . . What would I do if . . . I were not afraid?

13. Benefits • Financial • Creating “customers for life” • Sharing positive stories • Eliminating most of the negative stories • Reducing your turnover rate • Approach employees worth recovering within the first 24 hours of their resignation. • Ask what would need to change in order for them to stay. • Accommodate if possible. (Hint: People do not quit their jobs . . . they quit their bosses.)

14. Benefits • Creating Value Value = Quality/ Cost

15. Benefits • Safety • Turnover rate and employee satisfaction scores have direct influence on : • Outcomes • Mortality rate

16. Personal Take Aways Passion, active engagement, and directed focus greatly reduce the odds of failure. Gain by going against the grain. Influence is a powerful tool.

17. Influence is a powerful tool

18. Personal Take Aways The journey is much more rewarding than the destination. Don’t be afraid to throw yourself with abandonment into something bigger than yourself. A growing passion for the goal will eliminate your fear.

19. The Simple Challenge Be the change you want to see in your area of influence.