If it’s not clear to you how the post-it notes are being used to help members stay healthy, please, ask the question - “How is this connected to what we do to help our members?”

I think that’s a great question for anything you see, anytime, and our members would applaud you for asking it in everything you do.

At some level, posting your comment here is asking that question, and I applaud you for doing it. Try it in your workplace next. Post what happens. Call Lee, myself, or James if the answer isn’t clear to you.

I can tell you that the ability to ask that question by itself has been transformational for me, and just about 100% of the time, people will stop, focus, and work through the answer with me.

If any of our other readers have advice for our colleague, please post as well, this is the right conversation. Everyone cares about doing the right thing for the most important people and they deserve to know how what they do is helpful,

Ted

Our historical management system has been to achieve results through heroic actions by staff and managers. A process whose first step is “recruit a hero” is clearly not optimal nor sustainable. Our aim is to have a rational and fact based conversation at GHC regarding what our customers need from us and what our capacity is to deliver those changes, and to then pull the right work into the system in the right order. In this way, people can have a sustainable way of producing great results.

James Hereford
Executive Vice-President
Strategic Services & Quality
Group Health Cooperative

There is no doubt that there is a lot of room for improvement. Our first step was to standardize, make visual and measure. Within this process we did end up batching a lot of meetings, but we now have visibility of where the problems are and can start asking the purpose question. While this batching may seem like a waste it is nothing compared to the chaos we had before these standards were put in place. Hopefully we will be able to continue to improve and reduce the reason for meeting in the first place!

Thanks for asking,

Lee

Thanks for the PDF.

Richard

Sorry about the mishap. I suppose this means we’ll have to come to each of your Gembas and give the presentation there, in person :).

It doesn’t sound so good for me either. Let me dispatch a note off to our friends at ACHP and see if this can be fixed.

Thanks for the comment,

Ted

I’m quite excited that you provided this presentation for open viewing - thanks!

Not sure if I’m doing something wrong, but the audio is giving me troubles. I hear voices, but it is wildly distorted…Is this a me-only problem?

thank you again

Richard