1. Service Standards Education Rollout

Dr. Rutherford reviewed the materials that have been developed to assist Clinic Managers and Medical Directors introduce the clinical service standards to clinic employees and physicians.

At the June 14th meeting of the Clinical Chairs, Drs. Rutherford and Behrendt presented the clinical service standards and the roll out plan for clinical employees.  The Chairs endorsed the standards and agreed to encourage their department faculty to commitment to them as well.  It was hoped that within a year’s time, all faculty would be familiar with these new standards and willing to affirm their commitment by signing the PACT document.

Dr. Rutherford explained that clinical employees are more familiar with the clinical services initiative project than the physicians, and we wish to accommodate for the time needed to educate our faculty to this process.

Dr. Behrendt reviewed with the Committee a Power Point presentation that is being developed as a tool to help Managers familiarize their employee with the clinical service standards and the PACT agreement.  He introduced Sharon Crowder, Lauren Smith and Roz Fitch, employees of Human Resources, and offered their availability to work with the Managers to assist with the rollout. 

The Committee was shown the draft for the credo/PACT badge that will be worn by all clinical employees.  They were also shown the PACT poster that will be displayed in each clinical staff area.  Once the standards and PACT have been introduced to staff, everyone will be asked to sign the poster indicating their commitment to the new service standards.   

Employees will also be asked to sign the PACT contract to signify their commitment to the standards, and acknowledge to each other and ultimately our patients that customer service will be taken very seriously in our clinics.  Employees will be required to sign the contract.  Dr. Behrendt offered some scenarios for counseling those employees who may be reluctant to sign the PACT contract.  He will be available to assist any of the Clinic Managers who encounter problems.

Dr. Behrendt briefly described some of the recognition awards that his committee has been discussing that will provide on-the-spot recognition to employees.  

Dr. Behrendt will revise the PACT rollout Power Point presentation.  The CSI Office will send to the Clinic Managers this presentation along with all of the materials available to introduce the clinical services standards and PACT to clinical employees (including information about the employee satisfaction survey and information regarding employee recognition and incentives.)

The Managers were reminded to inform staff that the Clinical Service Standards will be included in the performance appraisals next year.  Managers could hypothesize how they would rate each of their staff if they were to be evaluated on the PACT standards today.

2. 360 Process

Dr. Behrendt introduced to the Managers the 360 Process – a very accurate assessment tool that measures leadership skills. With this tool, the skills of the Clinic Managers and the Medical Directors will be assessed. The results of the assessment will be given directly and confidentially to the individual being evaluated.  General details of needs will be captured so that HR can develop specific training programs to assist Clinic Managers and Medical Directors.

The 360 Process will be initiated in August or September.

3. Discussion Items

Dr. Rutherford mentioned the intention to develop an orientation program for faculty that will provide them with all of the information they need when they first come to the campus and our clinics.

The Committee was reminded of two “brown bag” seminars coming up that will be useful and informative:

• July 1, 2004  Performance Management  Room D1.602
• July 8, 2004  Preparing for Change  Room D1.602