Friday, April 27, 2012 11:00 AM Central Standard Time

1. QHR Monthly Quality CallHow to Engage Staff in Qualitypresented by King’s Daughters Medical Center Friday, April 27, 2012 11:00 AM Central Standard Time Call-in number 1-888-378-4350, passcode 7064020 • Welcome and Opening Remarks...................................................Donna Wood, Practice Leader Clinical Operations, QHR • Foundation for Quality Culture ……………………………..………..……Merida Johnson, Director Quality Management & Patient Safety, King’s Daughters Medical Center • King’s Daughters Medical Center • CEO Vision • Theoretical Framework • Hardwiring Quality • Structure Changes • Application: Lewin’s Theory of Change • Unfreezing: Process Changes • Changing: Management Tools 7. Refreezing: Staff Engagement in Quality/PI Activities 8.Questions and Answers Next QHR Quality Call – Friday, May 25, 2012 at 11:00 AM CT: • Topic: Engaging Physicians in a Shared Quality Agenda • Presenter: Jamie Cox, Senior Consultant, Clinical Operations, QHR

2. King’s Daughters Medical Center Merida Johnson Director, Quality Management and Patient Safety King’s Daughters Medical CenterBrookhaven, Mississippi Merida is a Registered Nurse with more then 30 years experience in Nursing Education and Administration. She received her B.S.N. at Louisiana State University Medical Center at New Orleans and her M.S.N. at the University of South Alabama. Prior to her affiliation with King’s Daughters Medical Center, Merida was the Clinical Operations Officer for LifeCare Hospitals of New Orleans and a Nursing Instructor at Holy Cross College in New Orleans. Currently, Merida is a member of the National Association for Healthcare Quality and serves as a Board Member of the Mississippi Association for Healthcare Quality (MsAHQ) where she is responsible for Continuing Education. She is certified as a Healthcare Quality Professional and a Clinical Preceptor for graduate Nursing students at the University of South Alabama. Merida has presented a poster on “Quality Culture Transformation” at the 2011 National Association for Healthcare Quality’s Educational Conference in Sacramento, California. She is a frequent contributor of patient safety and quality topics to Brookhaven's local newspaper and MsAHQ’s newsletter.

3. How to Engage Staff in Quality April 27, 2012 King’s Daughters Medical CenterBrookhaven, Mississippi Call-in number 1-888-378-4350, passcode 7064020

4. Foundation for Quality Culture • C.E.O. Vision • KDMC’s Mission • Theoretical Framework • Studer’s Pillars of Excellence • Lewin’s Theory of Change

5. Hardwiring Quality • Structure Changes • “Quality is a Priority” • Agenda item for all meetings • Hospital Strategic Plan • Quality goals and objectives • Quality and Performance Improvement • Performance evaluation item • Annual Departmental PI Presentations

6. Hardwiring Quality • Studer’s Pillars of Excellence • Pillars as Agenda Categories • High-Middle-Low Conversations • Lewin's Theory of Change • Unfreezing • Change • Refreezing Unfreeze Change Refreeze

7. Unfreezing: Quality Process Changes • Rapid Cycle Process Improvement Methodology • Short-term projects • Repeated PDSA Test Cycles • Attractive to Staff • Quality Rounding • Quality/PI conversations • Staff Training

8. Unfreezing: Change Management Tools • Force Field Analysis • Driving Forces • Restraining Forces • Ishikawa Diagram • Drill down causes of staff disconnect

9. Changing: Management Strategies • Senior Leadership Support • Quality Director as Change Agent • Quality Champions • Staff-Driven PI Teams • Making Quality and PI “child’s play” • Timely Rewards and Recognition

10. Refreezing: Staff Engagement in Quality Activities • PDSA Pep Rally – October 2010

11. Refreezing: Staff Engagement in Quality Activities • PDSA Football Tournament – October 2010

12. Refreezing: Staff Engagement in Quality Activities • The Great PI Adventure – May 2011

13. Refreezing: Staff Engagement in Quality Activities • “Hooray for Hollywood” – October, 2011

14. Refreezing: Staff Engagement in Quality Activities “Washing In The Sink” – January 2012 A staff-created Hand Hygiene Video View this video on YouTube at: www.youtube.com/watch?v=B8NQxrxQrOY

15. Questions • Merida Johnson, Director Quality Management and Patient Safety, KDMC • mjohnson@kdmc.org • Please submit ideas or comments to: • Donna Wood, Practice Leader, Clinical Operations, QHR Donna_Wood@QHR.com • Next QHR Quality Call: • Friday, May 25, 2012, at 11:00 am CT • Topic: Engaging Physicians in a Shared Quality Agenda • Presenter: Jamie Cox, Senior Consultant, Clinical Operations, QHR Legal Disclaimer: Any sample quality program tool is intended to be reviewed and revised by a hospital to meet that hospital’s unique circumstances. Neither these tools nor any quality program tool should be used until it has been adopted by a hospital’s medical staff and governing board. Nothing herein is a substitute for the independent medical or clinical decision-making of any person.