ICD-10 Leadership & Awareness

www.carecommunications.com

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VHA ICD-10 Webinar SeriesSession 2:

Leadership & Awareness

Kathy M. Johnson, RHIAVP Coding Quality & Compliance

Care Communications, Inc.

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ICDICD--10 Leadership & Awareness10 Leadership & Awarenesshttp://www.ahima.org/icd10/ICD-10PreparationChecklist.mht

2009/ 2010 2011 2012 2013Impact Assessment

Preparing for Implementation

Go Live Preparation

Post –Implementation

Phase I

Phase II

Phase III

Phase IV

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ICD-10 Leadership & Awareness

Truth:ICD-10 implementation cannot effectively be planned for in isolation.

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Payment Systems and Claims Processing

Reimbursement

Reporting

BillingQuality

Measures Health Policy

Clinical Decision Making

Performance Improvement & Measurements

Financials

Case Management

Registration

Scheduling

Test Ordering

Disease Management

Pharmacy

Encoding Software

Registries

Areas of Impact:Everywhere!

Identifying Fraudulent Practices

Research & Studies

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We are in a time that demands an immense amount of agility and flexibility - leaders must have the skill and insight to prepare for a future that is rushing at a faster pace than ever before.

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Leading Change“How do you manage change? Pretty much the same way you’d manage anything else of a turbulent, messy, chaotic nature, that is, you don’t really manage it, you grapple with it. It’s more a matter of leadership ability than management skill.”

Fred Nickols

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“Management is about complexity, leadership is about change.” J.Kotter

Leadership

Establish direction, align people, motivate, and inspire.

Management

Plan, budget, organize, staff, control and problem solve.

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Project Management

• Initiating• Planning• Executing• Controlling• Closing

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It’s All About Leadership

– Vision– Presence– Competence– Collaboration– Creativity– Influence

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1. Increase urgency

2. Build guiding teams

6. Create short-term wins

4. Communicate for buy-in3. Get the vision right

5. Enable action

7. Don’t let up8. Make it stick

Creating a climate for change

Engaging and enabling the whole organization

Implementing and sustaining the change

Eight-step Process for Leading Successful Change

Source: The Heart of Change Field Guide –Dan S. Cohen

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Phase 1:Create a Climate for Change

• Deal with the emotional process of change from the beginning

• Build the needed level of energy to get the change off the ground

• Steps: Urgency, Guiding Teams, Vision

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Increase Urgency

• Build a case for change– Performance gaps– Competitive advantage– Errors, failures and missed

opportunities– Trends– Determine what people in the

organization value

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Increase Urgency continued

• Identify behaviors that stop change:

Complacency Immobilization AngerPessimismSabotage

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Increase Urgency continued

• Leaders should: – Make everyone involved feel and see the

need for change– Respect the past, acknowledge present

weakness and future challenges– Communicate compelling stories –

engage stakeholders in a dialogue– Ensure that all senior executives and at

least 75% of management are on the change bus

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Truth: Decisions that impact financial, team and project performance are made faster, with better information, when accomplished in collaboration with key stakeholders.

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Build Guiding Teams

Key Roles: • “Change” sponsor• Senior guiding team• Field guiding teams

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Build Guiding Teams

“Right mix” of people:organizational credibilityinfluenceexpertiseinspires and motivatesdecision-making authoritysense of urgencyable to remove barriers

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Build the Guiding Team

• 5 basic elements of effective teams:– Shared sense of purpose– Clear roles– Defined team process– Strong relationships– Effective interactions with other

teams and managers

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Get the Vision Right

• “Never under estimate the power of a good story”

• Determine the process for creating and communicating the vision

• Create bold visions• Move as fast as possible

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ICD-10 Leadership & AwarenessVision Statement

ICD-10 is the primary vehicle to further position ABC Health Care System to drive efficiencies and use granular data to improve care outcomes.

Regulatory mandate and compliance will be achieved with full implementation of ICD-10 by October 1, 2013.

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Implementation of ICD-10 will further advance our clinical decision making capabilities and business models to support effective delivery of patient care.

ABC Medical Center will gain quality health care outcomes knowledge through robust data capture using ICD-10 to better serve our patient community.

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Quality Initiative:Improve patient safety and overall care outcomes with the use of ICD-10 codified data.

Providing better care and patient services with the use of ICD-10 data.

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• Is the statement clear and motivating – even inspiring?• Is the vision realistic and achievable?• Does the vision describe where the organization wants

to go and show the future?• Does the vision appeal to the values & long term interest

of employees, customers & stakeholders?

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“It’s a terrible thing to look over your shoulder when you are trying to lead and

find no one there.”

Franklin Delano Roosevelt

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Phase II: Engage and Enable the Organization

• A leadership responsibility! • All stakeholders engaged and involved

in the change• Steps: Communicate for buy-in, enable

action, create short term wins

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Adaptation of Geoffrey Moore’s Responses to Change

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Law of Diffusion of Innovation

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ICD-10 Leadership & AwarenessCommunication Plan

Truth:A single memo announcing the transformation or even a series of speeches by the CEO and the executive team are never enough communication of a large scale change.

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Communicate for Buy-In

• Prepare for Q&A• Communicate the right message at the

right time• Perform an assessment of peoples’

understanding of the vision and strategies

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Communicate for Buy-In

• Develop a compelling story• Use metaphors and analogies• Say it again, again and again• Use many different forums• Keep communication simple• Develop a communication plan

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ICD-10 Leadership & Awareness• 32% of time is spent

helping others resolve questions

– 54% of the questions have been answered before but not in any type of accessible knowledge base

• 81% believe it is important to share knowledge

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Deliver Channel or ForumCreate

Key Message

Points

Target Audience

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FeedBack FrequencyIssuesHow

ImpactedTarget

Audience

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• Board of Executives• Medical Staff• Department & Practice

Line Leaders• Case Management• Coding Staff• Customers• Codified Data Users

• Registry Personnel• Data Analytics Staff• Administration• Compliance & Risk

Management Staff• Committee Members

– Revenue Cycle– Informatics– Cancer Care Board

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ICD-10 Leadership & AwarenessCommunication Checklist

• Are you using the preferred senders to deliver communications in your organization?

• Are you answering the question "what's in it for me (WIIFM)"?

• Are you repeating key messages 5 to 7 times?• Are you creating opportunities for two-way

communication?• Are you finding effective ways to reach your

audience?

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ICD-10 Leadership & AwarenessCommunication Checklist

• Did you develop new communication channels?– ICD-10 Webpage– Screen Saver Messages– Lunch and Learn– Intranet Q & A Forum– Newsletter

– Elevator and Stairwell Posters– Use of External Presenters– Demonstrations– Interview Videos– An ICD-10 Event Day– Social Networking

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Leaders Inspiring Action

http://www.ted.com/talks/lang/eng/simon_sinek_how_great_leaders_inspire_action.html

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When written in Chinese the word “crisis” is composed of two characters. One

represents danger, and the other represents opportunity.

John F. Kennedy

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Ask Me About ICD-10

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Email:kjohnson@care-communications.com

Telephone:1-312-229-7167

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