Christina's Considerations

Managing the Mobile Workforce

Mobile Health (mHealth) also involves managing the mobile workforce, but I don't often hear this administrative function being discussed.  In our efforts to increase access and the quality of healthcare and reduce costs we are moving beyond COWs (computers on wheels) and leveraging and adopting more mobile technologies, such as, tablets and smartphones.  So, lets see what kind of discussion this blog post will generate.

A few months ago I read the book Managing the Mobile Workforce and appreciate the guidance on leading, building and sustaining virtual teams.  I was especially happy to see a couple of examples drawn from healthcare environments. One of these examples caught me a bit by surprise.  It involved looking at employees who spend most of their workday out of any office (or nursing station) and on the units attending to patients.  Or those in ancillary and support roles who move from department to department or drive between clinics or other sites throughout their workday. 

My first question is have we, as healthcare leaders, really thought about the new workforce paradigm and our ability to communicate with and supervise workers who are increasingly on the move during the day?

I do believe that effective healthcare leaders will begin to recognize the strategic value of more flexible work arrangements and this will include virtual and remote workers.  Telemedicine technologies are facilitating access to clinicians at a distance and remote coders and IT support are becoming more popular.  But, there are other functions that can easily be performed from a distance with today's technology -- at least a portion of the time.  Traditionally, hosptials and other providers have expanded their real estate to house these workers, rather than turning to "telecommuting" arrangements.  

My second question is are healthcare leaders beginning to recognize that mobility can actually increase productivity and will they follow other industries who are turning to remote and virtual workers to stay competitive?  If so, have they really thought through how to develop motivated and engaged virtual teams?

A new, more mobile workforce in healthcare will also require thought about the type of person needed to fill the job that needs to be accomplished.  And, it will require that supervisors learn strategies to train, support, motivate and manage the performance of teams that include both onsite and remote workers.

My third question is do healthcare supervisors and managers recognize the importance of trust and how to build it with workers across vast distances?

A final question focuses in on the technologies that are improving our ability to even consider the idea of expanding the remote and virtual workforce.

Do healthcare managers, especially high-level ones, know what the tools can do, and what their limitations are, so they can manage their teams more effectively?  

 

In December, I came across 5 considerations for hiring remote workers and I believe they are an ideal starting point for healthcare leaders who are beginning to reflect on mobility in their workforce.  These five considerations set the foundation for starting to create your organization's strategy for managing a mobile workforce.

1. Create Common Goals

2. Set Individual Goals and Expectations

3. Develop Trust and Accountability

4. Overcome Isolation

5. Plan Regular Communications

The Patient's Checklist

I've always promoted self and family advocacy in healthcare situations.  As an administrator, I strive to create and environment for the patient to get the best and safest care possible.  However, the healthcare system is heavily dependent upon humans and mistakes and errors happen.

A new book, The Patient's Checklist, provides guidance to healthcare consumers and family members on just how to go about the process of ensuring that you are getting the best and safest hospital care possible. It also includes some basic checklists that can help you stay organized if you don't have access to a personal health record.The checklists include:

1. Before You Go: Tips to be better informed, prepared, proactive.
2. What to Bring: Practical (and personal) items to bring to help you maintain your humanity and sanity in the impersonal and chaotic world of a hospital.
3. During Your Stay: Tips to both increase your comfort during a hospital stay and partner more effectively with your care team.
4. Master Medication List: A user-friendly log to track all prescribed medications during your hospital stay.
5. Daily Medication Log: A daily log to help ensure that for any medication given, it’s the right drug, the right dose, at the right time—and that it is meant for you!
6. Daily Journal:  A brief but important way to chronicle each day of your hospitalization.
7. Discharge Plan: Tips to begin planning for your discharge now in anticipation of the complexities of home care.
8. Insurance: Tips to navigate our overly complicated insurance system.
9. Doctor Contacts: How to keep an organized list of all your doctors.
10. Family & Friends Contacts List: A way to consolidate contact information for family and friends so everyone can help in the best ways possible.

For my fellow administrators, the book also includes stories... stories of how errors, oversights and mis-communication affected patients and their families.  Is it any wonder that patient experience is included in CMS' Value Based Purchasing program?

The only advice I would add is for patients and their advocates to not be afraid to speak up! First, seek out the manager of the unit or hospital nursing supervisor.  If he or she can't resolve the problem, ask for the Patient Advocate or assigned case manager.  Next in line is the Director of Nursing.  And, if she or he can't help.  Find the administrator's office and request a meeting to discuss your concerns with the quality and safety of the care being provided.  If this doesn't seem to work, just contact me and I'll share a few additional options that you have available.

Also see the Joint Commission's Preventing Errors in Your Care and other resources on their site.

Candy Stripers and Junior Volunteers

I've posted on the subject of volunteers, young people working in hospitals and those considering a career in healthcare administration, previously.  However, this last week, I've been specifically researching Candy Stripers, who are sometimes referred to as Junior Volunteers.

Candy Stripers at Doctors Memorial Hospital, FL

I'd love to here your thoughts or stories about the youngest of our hospital workforce!  If you prefer something more personal, send me an email: Christina {at} cthielst {dot} com

I'm thinking I should also start researching the Pink Ladies, too!

Behind the Mask

This was a good week for me as it relates to reading -- I finished two books!

Behind the Mask: the Mystique of Surgery and the Surgeons who Perform Them  was written by a general surgeon and fellow blogger (Heard in the OR). It was a wonderful peak inside of a world that I've been fortunate enough to see firsthand.  However, Dr. Gelber uses this book to educate us lay people on the body and common surgical procedures.  He also shares stories and his perspective on a variety of issues. It helped me fill in some of the missing pieces in my operating room (OR) knowledge generated from years of talking to surgeons and those peaks into the OR during my rounds.

This book should be required reading for anyone in medical school, hospital administrators (especially those who work directly with surgeons) and anyone involved with setting policy related to reimbursement and payment for surgical procedures.  I also recommend it for the reading list of my fellow Baby Boomers who may one day soon be referred to a General Surgeon.

A few things from the book stand out for me and I share them below.

"Training, experience, insight, knowledge, and more than a touch of humility combine to create a surgeon."

"The truly great surgeon is never so arrogant as to believe that something can't be wrong."

"The human body is constructed in a remarkable way that keeps it running during the most trying situations."

I learned about the omentum - "...an organ that brings new blood supply to areas in need" and its important role as a "watchdog".

Dr. Gelber discusses the importance of talking with the patient to help the physician head in the right direction.

He reviews the role of surgery pre and post diagnosis of Sepsis and need for immediate and aggressive response.  As he states, "... more malpractice lawsuits are won due to inadequate treatment of a complication than for the actual complication."

He comments on the risk of not allowing nurses (especially those in critical care) to "think" and it highlights the need to update nursing licensure and scope of practice requirements, especially given the anticipated shortage of physicians and nursing professionals.  

He brings up the important issue of end-of-life and palliative procedures.

And,he shares his frustration with knotted patient gowns.  I wonder if he (and administrators) know gowns with snaps exist and they are ideal for surgical patients and helping the surgeon access the right area of the body without frustration? (I learned about these after the linen staff notified me of the high rate of riped gowns.)

Over the years, I've worked with some wonderful surgeons.  Some had a rough edge and others had a bit of an ego, but all were truly caring and dedicated professionals. This book has given me some new insight and knowledge to have more intelligent clinical conversations with surgeons and ensure that clinicians have what they need to care for our patients - today and in the future. 

Book Sale: Social Media in Healthcare

I'm cleaning out my office today and organizing.  I just pulled 40 copies of my book Social Media in Healthcare: Connect Communicate Collaborate out of the box and put them on a shelf.
It got me thinking that I should have a book sale!  

So, copies of my book are available for the original price of $44 and that includes shipping.  You can submit the payment through my Tip Jar/PayPal or contact me at Christina@cthielst.com to make other arrangements.  

I've received wonderful feedback from readers and it is truly a book for healthcare leaders wanting to see my vision for social media in our field.

For those of you who are interested in HIEs and RHIOs, I still have six copies of the HIMSS Guide for Establishing a Regional Health Information Organization and I'll let you have one for the HIMSS member rate of $65 (including shipping).

Updated:  April 2012  I also have copies of the Winter 2011 issue of Frontiers of Health Services Management Journal, which is focused on social media.  The title of the issue is Connect with Social Media: Strategies for Healthcare Organizatons and it includes two feature articles and three commentaries by healthcare and social media leaders.  My article is focused on patient engagement with social media.

This one is $30 and you can submit the payment through my Tip Jar/PayPal or contact me at Christina@cthielst.com to make other arrangements.  Please be sure to include your mailing address with your order.

 

New eHealth Initiative HIE Toolkit

eHI has released its new HIE toolkit.  I'd recommend reviewing the tools if you are establishing health information exchange within your system or across providers in the region.  

Also, I also still recommend the HIMSS Guide to Establishing a RHIO.  Much of the information is timeless and in a few areas you can really see just how far we have come since 2007.  

A Good Day...

Our last Borders is closing today, so we took a little trip to see what deals were left. I found a book on managing the mobile workforce and another on surviving my 40s (I hope it isn't too late.)

Then, I scored when my husband brought me Coming Back Stronger and Home Team by Brees and Payton, respectively, and won the game when my daughter showed me the last 4-disk DVD of the Saints Road to XLIV!

I think I'm set with my summer reading.  It is a good day!

Wikinomics

It took me a while, but I finally finished the book, Wikinomics:  How Mass Collaboration Changes Everything.  I thought I'd provide the list at the end of the book that describes how leaders can apply the principles in their business (healthcare organization).  For your copy of the book, just go to the Amazon.com link in the left column, order and enjoy!

• Take Cues from Your Lead Users
• Build Critical Mass
• Supply an Infrastructure for Collaboration
• Take Your Time to Get the Structures and Governance Right
• Make Sure All Participants Can Harvest Some Value
• Abide By Community Norms and Create Conditions for Trust
• Let the Process Evolve
• Don't Lose Sight of Your Business Objectives
• Collaboration Starts Internally
• Finding the Internal Leadership for Change
• Hone Your Collaborative Mind

 

 

 

Three Aims of CMS & Well-Managed Healthcare Organizations

David Sayen, Region IX CMS Administrator, came to Ventura last week and presented on the vision of his department and accountable care organizations.  Everything flows from their three aims:

• seamless coordinated care
• reduce per capita costs through improvement
• improve population and community health

He described how transparency will increase with accountable care and we can expect to see more this occurring -- next with physicians.  He also shared that will should expect to see much more about safety from CMS over the coming weeks.

In this environment, hospitals can anticipate working much more closely and in coordination with community resources.  This reminded me of Chapter 11 (4th Edition), Prevention and Non-Acute Services, in The Well-Managed Healthcare Organization.  It so rightly points out that the issues facing a healthcare organization, such as hospitals, are more likely to be those of coordination and extension of access than of supplying major unmet needs.

If you are a healthcare leader who wants to prepare for ACOs, just brush off your copy of Mr. Griffith's book and read Chapter 11, again!

 

 

 

HIMSS Store

The HIMSS Conference Bookstore had both of my books for sale and I guess Social Media in Healthcare did really well.  When I checked on Wednesday morning, I learned they were running out and had to order more the evening before. 

It is great the HIMSS attendees are interested in the topic of social media as evidence by book purchases and audience size at the Social Media Center.  In addition, for the first time, Meet the Bloggers was a formal educational session.

If you need a copy and want to support the work of HIMSS at the same time just visit their online bookstore.  And, don't forget to check out the online best practices.

I forgot to ask about the RHIO Guide, so I'll have to check after they all recover from such a long week.

Bobby Jindal: Governor of the Great State of Louisiana

I met Louisiana's Governor this morning and heard him speak at the Regan Ranch Center. One of the things he mentioned was that for 25 years, Louisiana's greatest export was its young people.  We moved in search of opportunity -- elsewhere.  I was among those and am really happy to hear that over the last three years, things have turned around a bit.

Louisiana has a storied political history, but it seems Bobby Jindah is making the changes that were overdue.  I'm really impressed with Governor Jindal and so pleased my family and friends overwhelmingly elected him to office.

I met him as he signed my copy of his new book -- Leadership and Crisis.  I shared that I was from Louisiana and even talked high schools with his wife.  Then later I read what he wrote in my book and it choke's me up a bit every time I think about it.

Christina - Come back to Louisiana!  Thanks!

Bobby Jindal

Sometimes, I wish I could.  It is nice to know I have a personal invitation from the Governor!  My mom will be so happy to hear about this!

BTW, he said he liked my fluer de lis (logo)!  I knew he would!!!!

 

The Innovator's Prescription:A Disruptive Solution for Health Care

I finally finished reading The Innovator's Prescription and really enjoyed the book, because it stimulated so many new ideas and ways of looking at our healthcare delivery system.  The multi-perspective views and comparisons to other industries and history throughout were great. The sections on regulation of access (pages 376-378) and nationalized heatlhcare systems (pages 399 - 402) were particularly interesting, but one line (page 400), in particular, really struck me:

"access to a waiting list is not access to health care"

I've included it here so my readers and I can keep it in mind as we improve our US healthcare delivery system for the future.

Connected for Health

On my way up to Seattle this week I finally had a chance to read Connected for Health:  Using Electronic Health Records to Transform Care Delivery.  It is the story of Kaiser's EHR and should be read by anyone planning a large scale implementation.  However, it also has lessons learned that would be useful to anyone planning a healthcare organization transformation:  EHR or otherwise.

I really appreciated the attention to leadership and governance and their role in this pioneering project, as well as, their approach to reaching out and engaging key stakeholders.

The book does acknowledge that KP is both a payor and a provider.  My hope is that we can find new ways for providers and payors to partners, so they too can leverage resources and fully realize success for the benefit of the patient. 

 

Fierce Mobile Health on Telehealth

Fierce Mobile Health  has hit the scene as one of the top health technology news organizations.  I enjoy reading their publications and hearing about their events.  The next one will address regulatory and reimbursement issues in Washington DC.  I'm really sad to miss this due to a conflict, expecially since I'm recently completed some great conversations on regulatory issues and hope to finalize a presentation on reimbursement in Washington State today.  If you are able to attend, let me know what key ideas or pearls of wisdom come out of the event.  It will be greatly appreciated.

I should probably also mention their new ebook titled Connected Health:  Harnessing Telemedicine to Fcilitate Remote Diagnosis and Consultation.  I was happy to contribute to it and think you will find value in each chapter.  It is perfect for all of those doctors and administrators who have new iPads or Kindles, and have started thinking about whether they should incorporate telehealth technologies into their practice or hospital.

Dr. Drew Pinsky

In the early 1990's I worked at Las Encinas Hospital with an exceptional young addiction medicine specialist, Dr. Drew Pinsky.  When he wasn't at the hospital, he was creating quite a stir on KROQ's Loveline program.

A few years ago, while serving as Red Ribbon Week Coordinator at my local elementary school, I suggested that the Council on Alcoholism and Drug Abuse consider Dr. Pinsky as a speaker.  However, Loveline was creating much more of a national stir and I just don't think Santa Barbara was ready for him. 

Here we are, several years later, and the stars have aligned -- Dr. Drew is coming to Santa Barbara.  I'm buying my ticket and look forward to seeing him and hearing his message.  If you can't make it, then pick up a copy of his book Cracked: Putting Broken Lives Together Again.  He is a professional who truly cares for his patients and excels at treating this most challenging population.

Social Media in Healthcare Book Review

Ken at Collaborative Social Media has a wonderful review of my new book.  I really appreciate the opportunity to see what makes an impression on readers and hope you will consider leaving your own thoughts as a comment on this post, on your own blog or at Amazon.com. 

This is what social media is all about! Thanks, Ken, for helping get the conversation started!

Connect, Communicate, Collaborate: Exploring New Media

The ACHE Self Study Course based upon the new book is now available.  In addition to the 6 hours of ACHE Category 1 credit hours and additional motivation to read the book, the course guides participants as they dive a little deeper into planning to manage risk and measure results.  Learning objectives include:

• Develop a basic understanding of each of the major social media tools.
• Improve your ability to discuss social media topics and navigate social networking sites.
• Appropriately plan for and implement social media tools in healthcare environments.
• Minimize the risks associated with social media tools.

To learn more about Social Media in Healthcare:  Connect, Communicate, Collaborate and the best practices in the online book companion visit http://www.ache.org/PUBS/Redesign/productcatalog.cfm?PC=WWW1-2152.  To order the self study course (and possibly take the next step toward ACHE advancement or recertification) visit http://www.ache.org/PUBS/Redesign/SelfStudyDetail.cfm?pc=WWW1-2162.

Connecting, Communicating and Collaborating in Healthcare

I've received some positive feedback from those who have reviewed the book and a few requests for interviews.  I really do hope that it helps healthcare leaders understand the broader impact that social media will have on their organizations -- and realize it just isn't about marketing and public relations.

Once again, I'd like to reinforce the importance of the book companion and best practices that are available online for anyone to see.  If you are a healthcare professional I recommend that you at least visit the ACHE website and review the best practices that are drawn from the experiences of:

Akron Children's Hospital

Centers for Disease Control

Children's Medical Center

Children's Memorial Hospital Chicago

Cleveland Clinic

Innovis Health

Intermountain Healthcare

Jewish Hospital and Frazier Rehab Institute

Mayo Clinic

Santa Clara Valley Health & Hospital System

Stanford Hospitals and Clinic

University of Maryland Medical Center

Wilmington Veterans Affairs Medical Center

LSU Alumni Crawfish Boil - Southern California Chapter

The LSU Alumni Crawfish Boil is next weekend, but I'll miss it because I'll be in San Antonio for ATA.  So, the family announced, "no problem, we can go without you."  They are all really excited and I'm hoping I might still get some crawfish since I'm only one state over.

In all the pre-boil hype, I've learned about Flippy and his Friends.  As cute as the books and tee shirts are, my babies are just a little too big (teens and tween).  But, I'm sharing Flippy with my readers who may still have little ones.  "Who's your Crawdaddy?" is certainly my favorite for a young child, but I also like "Make roux, not war!"

Social Media Best Practices: Healthcare

This week marked the official release of my book on use of social media in healthcare.  It is now available through Health Administration Press and Amazon.com. 

The book is a high-level overview (targeted at busy administrators) of the various social media tools and their application in healthcare environments.  But, what I am most proud of is the companion site that highlights the best practices of some pioneering healthcare organizations.  It also includes links to additional resources and references.

I invite you to let me know what you this of this book and how social media is likely to impact healthcare.  Please feel free to leave a comment.

Mobile Health

I addressed the topic of mobile health in my book on social media in healthcare, because I feel this is one of the disruptive forces we can expect and great leaders need to be prepared.  In my new telehealth world, there is also discussion about mobile health and how our networks can support use of this new technology.

Well, I had to miss the last mHealth Networking Conference and the offer to view the the keynote presentation is really appreciate, but I need to be there.  So, I'm really happy to have the opportunity to stay on the west coast and drive down the PCH to San Diego for the September 8-9 mHealth Networking Conference.  One of my board members (a physician) has submitted a proposal on how he is using mobile health technologies to care for patients, so I'm really hoping I can see his presentation.

For those of you who don't remember, mHealth Initiative is lead by the people who made TEPR so great.  I'm sure this conference will be great too.  If you will be there and want to connect, send me a message or leave a post.

Social Media in Healthcare: Connect Communicate Collaborate

I haven't been posting because the NRTRC and final edits to my new book are keeping me really busy.  I just received the pre-production flyer and am really happy to see the light at the end of the tunnel.  Please check it out, especially if you would like to see if you are eligible for a discount! 

Additional information can also be found in the Executive Essentials section of the HAP website!

P.S. For those of you needing Category 1 Credits, stay tuned for the self-study course that this based on the book.

Social Media in Healthcare: Connect, Communicate, Collaborate

The book is coming soon from Health Administration Press!  A self study program for Category 1 credit will follow, soon after!

Going to the Hospital...What I Will See? And Who are Those People Wearing Funny Clothes?

Jaynie Wood, the Child Life Specialist at Cottage Hospital (my local hospital) wrote a book for kids and their families who must experience some time in the hospital.  I look forward to reading her book and sharing it with the children in my life.  Perhaps it will also entice a few young people to enter one of the caring professions!

Health 2.0: Social Media Book for Administrators

I'm on jury duty and missing the Health 2.0 Conference in San Francisco and wish all of the attendees stimulating conversation and a great conference!

As an update, my book on use of social media in healthcare is undergoing a round of revisions now that it is in production.  The book provides an overview of the various forms of social media and social networking tools and their application in healthcare environments and offers a review of best practices from around the US.  It will be published by Health Administration Press and is necessary reading for any hospital administrator and others in the C-suite.

If you want to learn more, feel free to leave a comment or contact me via email