Humanizing X Joy Empathy at Work 1 Humanizing

Humanizing X: Joy & Empathy at Work 1

Humanizing X: Joy & Empathy at Work 2

Joy is one of health care’s greatest assets. Why “joy in work”? And why now? Joy is a connection to meaning, purpose, and resilience. Joy is a fundamental right. Humanizing X: Joy & Empathy at Work 3

Our Journey Map Our Culture of Transformation Stress & Burnout 4 Steps to More Joyful Work Humanizing X: Joy & Empathy at Work Empathy Human Centered Design 4

Creating respectful, empathetic interactions that deliver joy and ease suffering for all people involved in health care, patients, families, and the care team. Goal of the Human Experience 5

Human Experience Hackensack Meridian Health’s Quadruple Aim Joy Value Humanizing X: Joy & Empathy at Work Quality/ Safety 6

Living Our Beliefs 7

“Joy not burnout should rule the day. ” Donald M. Berwick, MD President Emeritus and Senior Fellow Institute for Healthcare Improvement Humanizing X: Joy & Empathy at Work 8

“You cannot give what you don’t have. ” 9

Medscape Lifestyle report, 2017

4 Steps to More Joyful Work Human Centered Design Ask, “What matters to you? Identify the pebbles in your shoe. Commit to a shared responsibility. Use improvement science to improve joy. Institute for Healthcare Improvement Humanizing X: Joy & Empathy at Work 11

4 Steps to More Joyful Work Human Centered Design Ask, “What matters to you? ” Identify the pebbles in your shoe. Commit to a shared responsibility. Humanizing X: Joy & Empathy at Work Use improvement science to improve joy. Institute for Healthcare Improvement 12

What matters to you? • I got into health care because… • What makes me proud to work here is… • What matters to me in my work is… • The most meaningful or best part of my work is… • I know I make a difference when… • When we are at our best, here’s what it looks and feels like… Humanizing X: Joy & Empathy at Work 13

4 Steps to More Joyful Work Human Centered Design Ask, “What matters to you? Identify the pebbles in your shoe. Commit to a shared responsibility. Humanizing X: Joy & Empathy at Work Use improvement science to improve joy. Institute for Healthcare Improvement 14

Building Peaks Video X Talk: Build peak moments 15

Elevation Insight • Rise above the everyday • “A-ha” moments when we experience a burst of revelation Pride Connection • Capture us at our best • Social moments that are stronger for having been shared with others Building Peaks 16

Day-to-Day Operations Celebrations What pebbles would be most powerful to build into peak moments for the TMX? Coaching Development Recognition Onboarding Recruiting Humanizing X: Joy & Empathy at Work 17

Empathy is… Humanizing X: Joy & Empathy at Work 18

Empathy vs Sympathy 19

Is empathy something we are simply born with, or is it a skill that we can practice and improve? Humanizing X: Joy & Empathy at Work 20

An exercise in empathy. Humanizing X: Joy & Empathy at Work 21

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Hackensack Meridian Health Service Standards— Connected to our 4 C’s • Compassionate: We will always be caring and purposeful in our interactions with patients, their family and all people. • Courageous: We will embrace coaching around caring behaviors and we commit to always do the right thing. • Collaborative: We will work together to ensure a positive human experience for our patients, their family and all people. • Creative: We will share best practice and innovative solutions to create a better human experience. Humanizing X: Joy & Empathy at Work 23

Service Standards • Compassionate Creative • Be present • • Greet each person and introduce yourself Act promptly to solve problems to meet or exceed the need • Identify, find and report trends • Extend a personal “thank you” to our patients and guests • Make eye contact and smile • Display appropriate body language at all times • Courageous Collaborative • Ask and answer questions • • Listen for the person’s needs Work together to provide exceptional levels of service • Empathize • • Offer assistance Connect with each other to provide immediate service recovery, if needed • Apologize, if needed • Recognize colleagues for a job well done Humanizing X: Joy & Empathy at Work 24

Empathy Skills Lab Humanizing X: Joy & Empathy at Work 25

Guidelines for Humanizing X TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Joy & Empathy at Work 26

Simulation Skills Lab • Create trios and rotate roles: patient, team member practicing empathy, observer • Role play Humanizing X: Joy & Empathy at Work 27

What has this been like for you? Are you okay with that approach? I can understand… That sounds very difficult. Express Empathy Would you tell me a little more? I can imagine this might feel. . . I’m hearing that… Let’s solve this together… 28

Round 1 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Joy & Empathy at Work 29

Round 2 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Joy & Empathy at Work 30

Round 3 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Joy & Empathy at Work 31

Round 4 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Joy & Empathy at Work 32

Simulation Skills Lab Debrief What did you learn? What were your successes? What were your challenges? Humanizing X: Joy & Empathy at Work 33

“…create a system where everybody may take joy in their work. ” W. Edwards Deming Humanizing X: Joy & Empathy at Work 34

4 Steps to More Joyful Work Human Centered Design Ask, “What matters to you? ” Identify the pebbles in your shoe. Commit to a shared responsibility. Humanizing X: Joy & Empathy at Work Use improvement science to improve joy. Institute for Healthcare Improvement 35

Human Centered Design INSPIRATION IDEATION Humanizing X: Joy & Empathy at Work IMPLEMENTATION 36

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Humanizing X: Joy & Empathy at Work 39

Steps Humanizing X: Joy & Empathy at Work 41

HOSPITAL Humanizing X: Joy & Empathy at Work 42

HOSPITAL PEOPLE THINGS Humanizing X: Joy & Empathy at Work 43

HOSPITAL Humanizing X: Joy & Empathy at Work 44

ATTITUDES /EMOTIONS Humanizing X: Joy & Empathy at Work 45

Humanizing X: Joy & Empathy at Work 46

HOSPITAL Humanizing X: Joy & Empathy at Work 47

HOSPITAL Impact Humanizing X: Joy & Empathy at Work 48

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Our Great Experience. Teddy Bear Clinic Humanizing X: Joy & Empathy at Work 51

Team Member Experience Day-to-Day Operations Celebrations Coaching Development Recognition Onboarding Recruiting Choose Experience & Create a Persona 52

Empathy Map 53

Steps Humanizing X: Joy & Empathy at Work 54

Steps People/ Things What people/things does the person interact with? 55

Attitudes /Emotions Steps People / Things Human Centered Design 56

Attitudes/ Emotions Steps People/ Things What area would be most impactful to focus on? Why? 57

Attitudes/ Emotions Steps IMPACT People/ Things What area would be most impactful to focus on? Why? 58

Elevation Insight • Rise above the everyday • “A-ha” moments when we experience a burst of revelation Pride Connection • Capture us at our best • Social moments that are stronger for having been shared with others Ideation & Design Canvas 59

Prototype & Test Humanizing X: Joy & Empathy at Work 60

Share your ideas! • Please email a short explanation of your idea to: • Sandra Elliott: Vice-President of Life Science & Innovation • Sandra. Elliott@hackensackmeridian. org • For “Subject” use: Humanizing X Idea Humanizing X: Joy & Empathy at Work 61

Human Centered Design INSPIRATION IDEATION Humanizing X: Joy & Empathy at Work IMPLEMENTATION 62

What is one key learning from today? Humanizing X: Joy & Empathy at Work 63

Our Journey Map Our Culture of Transformation Stress & Burnout 4 Steps to More Joyful Work Humanizing X: Joy & Empathy at Work Empathy Human Centered Design 64

“We must learn to think in moments, to spot the occasions that are worthy of investment… Moments are what we remember and what we cherish. ” Dan Heath Humanizing X: Joy & Empathy at Work 65

Thank you! Please take a moment to complete our survey: https: //www. surveymonkey. com/r/HMH-HX Humanizing X: Joy & Empathy at Work 66