Australasian College for Emergency Medicine Annual Scientific Meeting 2010

1. [Business Communication] [Company Name] Making it stick: Promoting change and innovation with frontline health care workers Shane Lenson Senior Nurse Advisor Royal College of Nursing, Australia

2. Outline Spreading the word – How to improve communication “Who are you talking too” Is it the right people? If you say so boss........ Is your vision, their vision? Happy staff = happy patients (and maybe even safer ones) – How organisational culture can effect change Accountability

3. Spreading the word – How to improve communication Have you ever heard this?

4. I didn't know...........no one told me

5. Communicating Change How you can communicate: Email (work & home) SMS Newsletter Communication board Score boards Communication Folders Team meetings And……………

6. Social Media Why Facebook: Most of our team is on it Excellent communication tool Great tool for promoting positive events Great way to “feel” how your team is travelling

7. What to communicate? Who Where When WHY Who Where When Why

8. “Who are you talking too” Is it the right people? V’S

9. If you say so boss........Is your vision, their vision? “Would I rather be feared or loved? Um... Easy, both. I want people to be afraid of how much they love me” Michael Scott (Steve Carell) The Office

10. Happy staff = happy patientsHow organisational culture can effect change Best Practice Australia 5 Culture Types: Blame Reaction Consolidation Ambition Success

11. Culture of Blame Large numbers of employees are openly pessimistic about the organisations future It is common to hear “communication is poor”, “there is no leadership”, or “morale is bad” There is a “Them and Us” Mentality. There is an automatic assumption that management will always have a hidden agenda Consequently, 3rd parties such as unions are often involved in trying to resolve grievances There is an automatic assumption that, no matter how bad it is, it just cant be changed

12. Culture of Success Large numbers of employers are optimistic about the organisations future There is a strong sense of success and achievement. ‘Things are getting better all the time’. Employs are very positive and proactive about tackling problems. There is a “can do” mentality This type of culture is very close –knit, very cohesive, and very focused Anyone who doesn't ‘fit in’ tends to be squeezed out by peer pressure

13. Growing a Positive Culture Open door policy Workplans Team events Department BBQ’s Reward & Recognition Leader Rounding (with chocolate!) Thank you cards

14. Accountability Promoting a ‘team approach’ to individual accountability Setting and maintaining the “goal posts” Accountability & consistency = better patient outcomes What is permitted is promoted

15. Improving ED patient safety and outcomes is a team sport Emergency Department- Calvary Health Care ACT, Department of the year 2009