What will it take? You.
December 1, 2010
About 350 leaders from the Group Practice and throughout Group Health gathered for the Group Practice Annual Fall Forum on November 12. It was a day devoted to our biggest question and challenge: What will it take to be the best group practice in the country in the next three years?
We reviewed achievements, looked hard at performance, clarified challenges and opportunities ahead, and dug into the details of cutting-edge work going on in our delivery system as we prepare to create our future.
There were many wonderful breakout topics, such as how we can use physical space in smarter ways; what truly patient-centered care looks and feels like; what we really mean by “clinical integration;” how to assure better care for our patients at times of transitions (especially between sites of care and care teams); and how we can tell our story in bold and memorable ways.
Today, however, I’m reflecting most on the great feedback that James and I received during the Q&A session with all attendees. One participant asked what we intend to do in order to show respect for our people. At that point we opened the floor and sent microphones around so people could describe for themselves what it looks and feels like to be treated with respect.
We captured a fabulous list of your attributes of respect, which included:
- Being honest, transparent and real—and acknowledging that we don’t have all the answers.
- Asking people on the front lines what they need.
- Trusting staff and hearing them.
- Creating an environment where people are comfortable learning from mistakes.
- Engaging people in solutions, including asking them to “look and do.”
- Creating a culture where “red” on a visual system isn’t bad—it’s an opportunity.
- Respecting people in the moment.
- Celebrating success every day.
- Connecting to the passion in the people around us.
- Being honest with staff about what they can truly change.
- Assuring the right group is making decisions.
- Pushing people even beyond their sense of where they can go.
I have been thinking about this list since the Forum, and discussing ideas with James and Scott. The entire executive leadership team knows in a very deep way that if Group Health is to succeed with its aggressive agenda for quality, profitable growth in the Group Practice, and affordable care, there is a critical need for full engagement from each of you. A strategic plan is relegated to an executive wall hanging if all of us are not fully engaged in carrying it out.
You, the 9000 people of Group Health, are the secret sauce. Each of you is capable of bringing our aspirations to life.
Our commitment is to do everything we can to help our staff fully engage, to understand problems and challenges, and to find and implement solutions. Much of that is about assuring that you have the right tools, processes, and support to do your best work every day.
We also know that we can’t expect engagement from you if we—and our leadership teams— don’t model it in our own behaviors and actions. We owe it to each of you to demonstrate the critical attributes of respect that we heard you describe.
We will do our best to model the behaviors that are called for on this great list, and to assure that our leadership teams are doing the same thing. We ask for your help in knowing we are meeting our own expectations, and we’d like your advice and guidance when you see missed opportunities to show respect for people. We’re on a difficult journey, but it’s a rewarding and inspiring one too. We will only get there together.
President and Chief Medical Executive
Read Dr. Soman's latest Open Mike article.
- 2012
- | 2011
- | 2010
What if the “new normal” doesn’t feel normal at all, for many years? I try to remind myself and others that the current turmoil in health care is driven by market forces—not politics—and can only be solved by directly addressing the market. Our “new normal” is all about reaching across silos to work with partners in new ways.
Business problem? Diagnose it.
03/21/2012
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.
What will your legacy be? 02/24/2012
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.
Only nine Medicare Advantage plans in the country earned 5 stars overall, and Group Health Cooperative’s Medicare Advantage plan is one of them!
Looking back, and ahead: reflections on my first three years 9/17/2011
The last three years have passed quickly, largely because I’ve had such an amazing group of people to work with. What you’re capable of no longer surprises me. It inspires me.
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.
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.
Let’s start a conversation about our workplace 4/4/2010
People are our most important resource, our “secret sauce.”
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.
