Changing a Culture by developing Management Tools and Implementing Pay-per-Visit.

Session
Leadership and Cultural Change

Author
Patrick Armstrong
Senior Management Engineer, IHC Home Care

Description
In an effort to change the culture of a financially and operationally challenged Home Care operation, IHC Home Care created a five year Strategic Implementation Plan. This presentation will walk you through the process from the beginning to the current status and identify the challenges still ahead.

Abstract
Home Care Services at Intermountain Health Care developed a Strategic Implementation Team to plan for reduced reimbursement rates and Pay for Performance. The main objective was to change the culture of the organization and improve operational processes. This program defines some of the major components of the plan that made a significant impact on the culture, quality and bottom line of the company. As a result of the changes, staff productivity increased from 10 to 30 percent. Outcome based indicators and customer service also improved. This program will share Excel and Web based key indicators, situational job interviewing techniques, and utilization tools that helped develop a more accountable culture focused on quality outcomes, disease management and coordination of care. With two years remaining in the plan, this presentation will walk you through the process from beginning to the current status and identify the challenges still ahead.