1

1

Copyright 2017 State Volunteer Mutual Insurance Company

Influence Your Culture

2

Objectives

Describe the challenges in creating a positive organizational culture and the impact of physician burnout

Identify tools and mechanisms to influence organizational culture while boosting one’s own emotional intelligence and coping skills

33

2

4

What

4

5

Culture

Set of shared attitudes, values, goals and practices that characterizes an institution or organization

Behaviors

Values & Goals

Beliefs & Attitudes

5

6

Culture Determines…

Healthy Toxic

UnacceptableAcceptable

UnimportantImportant

WrongRight

UnworkableWorkable

6

SUCCESS

3

7

Why

7

11970

The Average American now

extramonth a year

than in

8

Did you know?

Americans work on average …

499 hours more than

the French

260 hours more than the British

137 hours more than

the Japanese

9

4

PRODUCTIVITY

has increased

400%for the Average American since 1950 10

WORKANYTHING ELSE

AMERICANS SPEND

MORE TIME ON

RELATED ACTIVITIES THAN

12

Engaged Employees=Successful Organizations

202%Outperform

those without

by up to…

12

5

13

How Are Physicians Doing?

Burnout

• Emotional exhaustion• Depersonalization• Feelings of low achievement & decreased effectiveness

Causes

• Loss of control• Increased performance measurement• Increasing complexity of care, EHRs• Inefficiencies in practice environment, altered work flows & patient relationships

Impact

• Higher among physicians than other industries• Increases cost of healthcare• Increases potential for errors• 300-400 physicians commit suicide each year

13

14

Video – Ripple Effects

14

15

The Good News

9 out of 10 physicians

are “satisfied” with their

career choice

Altruistic

Committed to

profession

Address complex problems

Trained to embrace

challenges

Grueling training

15

6

16

I t ’s where you

SPEND

y o u r t i m e16

17

i sn ’ t i t t ime we

EXPEND

s o m e e n e r g y17

INVESTING

i n o u r

p r o f e s s i o n a l c u l t u r e18

7

19

Getting Started

19

20

courageous

20

2121

responsible

8

22

passionate

22

23

How

23

2424

Practical Suggestions

Competent staff– Hire for attitude– Training– Communicate– Adopt a Code of Conduct

Establish a chain of command– Practice executive– Advanced practice practitioners

Delegate Eliminate distractions, be

efficient Take advantage of available

resources

9

25

Communication

25

Assertive

Passive Aggressive

Respecting your rights AND the rights of others

Respecting others rights but NOTyour own

Respecting your own rights but NOTthe rights of others

26

Be Assertive

Behavior

Action-oriented, firm

Realistic in expectations,

fair & consistent

Communication style

Attentive, confident, relaxed posture

Expressive tone &

gestures

Confrontation & problem solving

Confronts problems at the time they

happen

Does not let negative

feelings build

26

27

Assertiveness

We both matter

“I” statements

Put $$ in the relationship account

Describe situations objectively

Honesty with compassion

Demonstrate emotional intelligence (EQ)

27

10

28

Emotional Intelligence (EQ)

How we:

Manage behavior

Navigate social

complexities

Make personal decisions

28

Achieve positive results

29

Emotional Intelligence

• Perceive your emotions• Aware of them as they happenSelf Awareness

• Flexible• PositiveSelf Management

• Pick up on emotions of others• Understand what is occurringSocial Awareness

• Use emotions to manage interactions successfully

Relationship Management

29

30

Impact of High Emotional Intelligence

90% of top performers

58%

42%

Job Performance

11

3131

Exercise Your Emotional IQ

Self aware

Self control

Remove yourself

Empathy

Listening

Resolve conflict

Cooperate

3232

Signs You’re Burning Out

Health issues Cognitive difficulties Difficulty with work &

personal relationships Taking work home with you Fatigue Negativity Decreased satisfaction Losing motivation Performance issues Poor self care

32

3333

Creating Happiness

Gratitude

Label negative feelings

Make a decision(s)

Lend a hand, volunteer

Be social

Make an appointment with yourself

33

12

34

Healthy Coping

Disconnect Pay attention to body signals

Schedule relaxation Exercise

Surround yourself with the

right peopleStay way from pills & alcohol Get organized Take regular

breaks

Lean on your support system

Quash the negative talk

34

35

Ways to Begin Connect

strengths and passion to work

Establish core values

Make decisions reflective of core

values

TransparencyAppreciation

Respect –colleagues,

employees & patients

Choose your attitude

35

36

Closing Thought

“I am not a product of my circumstances. I am a product of my decisions.”

Stephen Covey

36

13

3737

Questions

Stephen Dickens, JD, FACMPEAssistant Vice President

Medical Practice Servicessteved@svmic.com

615.846.8336

38

References

Bradberry, Travis. 12 Habits of Genuine People. www.linkedin.com, accessed 04.17.2017.

Bradberry, Travis, Signs You’re Burning Out (And How To Stop It). www.linkedin.com, accessed 03.06.2017.

Bradberry, Travis, These Things Will Make You Much Happier. www.linkedin.com, accessed 06.26.2016.

Bradberry, Travis. Wise Habits of Supremely Happy People. www.linkedin.com, accessed 05.04.2016.

Engaged Employees Infographic, http://www.dalecarnegie.com/employee-engagement/engaged-employees-infographic/, accessed 05.11.2017.

Filip, Iulia. 11 Ways Physicians Can Stay Active. Physicians Practice, 05.03.2017

Jaspen, Bruce. Sorry Trump: There’s Huge Interest In Being A Doctor. Forbes, 04.02.2014.

Noseworthy, John, et al. Physician Burnout Is A Public Health Crisis: A Message To Our Fellow Health Care CEOs. http://healthaffairs.org/blog/2017, accessed 05.03.2017.

Perna, Gabriel. The Damaging Culture of Medicine and Physician Suicide. Physicians Practice, 05.01.2017.

www.numbersleuth.org

39

Recommended Reading & Tools

The 21 Indispensable Qualities of A Leader & The 21 Irrefutable Laws of Leadership - John C. Maxwell

Life’s Little Instruction Book - H. Jackson Brown What Exceptional Leaders Know - Tracy Spears & Wally

Schmader Emotional Intelligence – Travis Bradberry & Jean Greaves Strengths Finder - Tom Rath Now, Discover Your Strengths - Marcus Buckingham &

Donald O. Clifton Hiring For Attitude - Mark Murphy Why Leaders Fail – Peter B. Stark & Mary C. Kelly

39