Creating Unit-Based Leadership Teams to Drive Empowerment and Engagement

Experience Innovation Network

Liz Boehm, Director, Experience Innovation Network Liz Boehm, Director, Experience Innovation Network

In late July, 60 members of the Experience Innovation Network (EIN) met at University of Chicago Medicine’s Center for Care and Discovery to share best practices and define that tools and materials that support unit-based leadership approaches.

Unit-based leadership models are emerging as an effective approach to driving alignment across often siloed improvement initiatives (process, quality/safety, and experience improvement).  Equally important, unit-based leadership models harness the skills and influence of physicians as improvement partners, engaging them in supporting improvement initiatives that have traditionally fallen largely to nursing and aligning efforts across nursing, physicians, and operational teams.  Also called dyad or triad leadership approaches, unit-based leadership drives ownership and accountability across all levels of the organization.  As a result, physicians, staff, and leaders alike are more engaged in supporting continuous improvement.

Unit based leader council

But building an inclusive governance model that aligns strategy and creates consistency from the…

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When Technology is Humanizing: Reprise

Experience Innovation Network

Through many years of working with healthcare companies on technology and service decision making, I routinely run into an either/or mentality around technology and human interaction.  A transaction is either automated or assisted.  An interaction is either technical (i.e. cold, inhuman) or connected (i.e. touchy-feely).  This belief is hugely limiting – human connection can greatly extend the impact of a technology-based solution, and technology can be a powerful tool to mitigate the limitations of human interaction.

Let me be clear – technology can’t replace the warmth of a human touch or the reassuring empathy of a kind voice.  But human-to-human interactions have limitations – of time, space, duration, and even perceived connection – that technology can help offset.  Here are a few of my favorite examples:

Tech to remove limits of distance.  My best friend lives in Paris.  When we Skype it’s not quite as good as being there…

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Social Media is Optimizing Healing Healthcare

In her blog “Unleashing the Power of Social Media for Patient Experience,” Liz Boehm shares some inspiring and encouraging examples of how social media is helping patients heal. Whether it’s connecting young adult and adolescent cancer patients at a medical center in the Netherlands, offering a platform in which patients can connect with friends and family members, or creating a way for powerful stories to be shared from patient-to-patient or patient-hospital caregiver, social media is opening doors for the patient experience. When patients feel connected to their family and friends, when caregivers are re-inspired through storytelling about their personal purpose and mission for the healing art of healthcare, and when patients are able to find and express their voice and lived experience, we are seeing social media at its best and how it contributes to optimizing healing healthcare!

Engaging The Patient

Featured Guest Blogger:  Liz Boehm

As someone who grew up on two continents, with friends scattered all over the world, I’m on Facebook daily.  And, yes, I use it occasionally to help me find a new doctor or ask a random medical question.  When I have a good or bad experience – especially in healthcare – I’m likely to rant or rave on Twitter (@LizBoehm for those who care to indulge).  Why should you care?  Because there are millions more like me, and many who are far more engaged than I.  And many of them are patients.

Social media encompasses a rather broad array of resources.  Tools like Facebook, YouTube, and Twitter may be the most famous (infamous?), but blogs, wikis, podcasts, even product reviews all hold a place in the social media pantheon.

You can think of social media as both an amplifier and a filter.  Social media tools…

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