Let’s start a conversation about our workplace
April 4, 2010
People are our most important resource, our “secret sauce.” Without you, even the best strategies are just ideas on paper. And the only way we can truly bring our ideas to life is by supporting each other as we work. Because people matter so much, we try to learn from how we’re doing as a workforce year over year. We use the Gallup survey to learn from everyone across Group Health, so we can all get better at what we do.
We are, approximately:
1200 clinicians and staff of Group Health Physicians
5500 GHP and GHC staff in our owned and operated delivery system
9000 people working together in the enterprise called Group Health
With this in mind, let’s look at specific information from our 2010 survey of GHP. To me, looking at the results of a survey is not the end of the cycle; it’s the beginning.
One challenge is being able to see the big themes and start conversations around the data at each level of our medical group. We’ll get plans rolling, which will trigger new conversations among teams at each level, getting more specific and locally relevant with each iteration.
Key findings for GHP in 2010
Dr. Jeffrey Grice and Michelle Anderson analyzed the data and brought forward some major themes to share with you. The full survey report, as prepared by Gallup, is available on InContext. Use the Gallup Survey link from the front page of InContext to see full survey reports from 2010 and years past.
Enterprise wide, our commitment to quality is our greatest strength
In the survey you were asked to respond to the statement “My coworkers are committed to doing quality work.” Ninety percent of the medical group responded with one of the top two choices: “agree” or “strongly agree.” As an organization, we should continue to foster this outstanding commitment to quality.
So what’s the conversation-starter about quality at the local level? It’s my hope that all front line clinical teams will discuss what commitment to quality looks like in their workplace. Ask: what quality metrics could be established locally, and how can we focus on this throughout the year?
The three questions of special interest to me and our Board, over time
There are three survey questions that I have paid very close attention to over the years. The way we answer these questions is tied to our ability to be the best place to get care and the best place to work. We have improved significantly in all three areas over the years.
1. I would recommend Group Health as a place to get care. Since we started asking if you’d recommend Group Health to a close friend, the number of GHP staff who answered “agree” or “strongly agree” has increased 27 percent.
2. I recommend Group Health as a good place to work: Since we started asking this question, the number of GHP staff who answered “agree” or “strongly agree” has increased 38 percent, though we saw a slight decrease from 2009.
3. I have the right amount of influence over the staff who support my care of patients. For many years this was our lowest scoring area. The number of GHP staff who answered “agree” or “strongly agree” when asked about their ability to influence support staff has increased 19 percent since 2004, the first year we asked the question (note the question did change slightly for 2010).
Recognition is our greatest opportunity
The Gallup question dealing with recognition was phrased, “In the last 7 days, I have received recognition or praise for doing good work.”
People in Clinical Support and Business Development, Primary Care, and Consultative Specialty Services responded “strongly agree” between 19 and 29 percent of the time, compared to an industry standard of 36 percent.
There are specific differences in the way we responded to this question at the local clinic level. It’s good to have these numbers for reference, but more important is digging into the questions and conversations that the numbers trigger. Namely, “How do we get better at recognition as a team?”
The first steps? Talk about solutions together, and what recognition feels like in your local workplace. Our goal, over time, is to have a culture in which all local teams appreciate the importance of recognition and practice it on a regular basis. And it’s not just a leadership responsibility. We can all recognize each other.
Getting to engagement—why satisfaction alone is not enough
Gallup gets to the root of what matters to staff, and they watch what’s happening in the healthiest businesses. Their research shows that financially stable, growing companies also have the highest levels of staff engagement.
I want to make a distinction between engagement and satisfaction. You can be satisfied in your job without being truly engaged in what you are doing. Engagement is bringing your best efforts to work each day, not because you have to, but rather because you choose to. It’s a reflection of excitement and purpose.
When a company measures and improves engagement, it also improves customer satisfaction and financial growth. At Group Health, we believe improved engagement will translate into better patient care at more affordable costs.
Now that’s a conversation-starter.
President and Chief Medical Executive
Read Dr. Soman's latest Open Mike article.
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I’m about halfway through my 2012 clinical immersion. When I tried this last year it was new for all of us, and it felt right to start our conversations around values. This year I'm trying to dig a little deeper.
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What a night! It felt terrific to see over 700 clinicians and special guests at the GHP Annual Meeting on February 15. “A Legacy of Leadership” was our theme for the evening, touching on our shared past, present, and future.
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Our people are our culture, and we’re constantly evolving 8/17/2011
One thing I’ve noticed since my last Q&A on Group Health culture with Scott Armstrong is that conversations like ours are spreading.
More than elbow room 7/6/2011
Growth is a good problem to have in turbulent economic times. But as I’ve heard in medical staff business meetings and conversations, growth is hard on daily life at work.
Erikson and Soman on partnership and growth 6/15/2011
Sustaining growth isn’t about Michael and I being leaders; it’s about teams of seasoned, excellent colleagues and leaders and clinical teams. We both have tremendous confidence in them.
The good, the bad and everything in between 5/11/2011
I went all over the state in March, talking with small groups of GHP physicians and other clinicians about critical issues.
Why are we here? 3/23/2011
Easily eight out of ten of you mention that our philosophy of medicine—the way we practice—drew you here. And paired with the people and relationships in your workplaces, it’s a major thing that keeps you here.
Culture at Group Health: 7 questions for Scott & Michael 3/9/2011
Scott and I kicked off some fresh thinking about culture and respect for people at our Leadership Conference about five weeks ago. Recently, we sat down to check in with each other about it.
Put some passion in your workplace 2/17/2011
What satisfies you, motivates you, or makes you want to tell your friends and family about your day? Do you know how your co-workers would answer these questions? Talk to each other to learn from each other.
Sometimes growth don't feel like it should 1/28/2011
We know that taking on new patients—and engaging them in their own good health—takes time. But it’s what’s unique and important about our kind of medicine.
About 350 leaders from the Group Practice and throughout Group Health gathered for the Group Practice Annual Fall Forum on November 12.
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11/3/2010
Clinical integration is the key, so let’s define what that phrase means.
Step back and take it all in. You’re making great things happen. 10/21/2010
In the last issue of Open Mike we had just learned that we had won the 2010 Acclaim Award from the American Medical Group Association.
Group Health sees a big jump in NCQA private plan rankings 9/22/2010
Group Health is one of the highest rated health plans and among the top 50 in the nation, according to the National Committee for Quality Assurance (NCQA).
Innovation is where we shine 9/8/2010
I am very excited to share that the American Medical Group Association (AMGA) has honored our work with its 2010 Acclaim Award.
Notes from the Colorado Health Symposium 8/11/2010
During the last week of July I traveled to the Colorado Health Foundation’s annual symposium in Keystone, CO.
Measuring up 7/28/2010
Quality. Ask a hundred people to define it, and you’ll get a hundred answers.
The risk and opportunity of Accountable Care Organizations
6/30/2010
Shared values, physician-led care models, and aligned incentives can bridge the distance between organizations in the world of accountable care.
Decreasing “unwarranted” variation in clinical care 3/24/2010
As you read this, we are in the midst of unprecedented reform to our national health care system.
Making the transition from “I” to “we”
2/10/2010
Last night the Group Health Permanente Annual Meeting left me feeling inspired and confident.
Looking ahead to 2010 1/13/2010
First, for 2010, our goal is as follows: We will lead the top delivery system in the state.
