I.  Credo Discussion

The Committee was provided with copies of the credo developed by the Employee Development Task Force and the Southwestern Pros credo.  The Medical Directors liked the new credo:

Superior Care – Outstanding Service
It’s who we are.  It’s what we do.

2. Personal Appearance and Dress Code Policy

The Committee was also given a final dress code policy for review.  They were reminded that this policy sets the minimal standards.  Each clinic may set higher standards depending on clinic needs.

3.  Draft – Clinical Performance Standards and Expectations

It was explained to the Committee that the Standards represent a tool that can be used to familiarize employees to performance expectations and also be utilized as a performance appraisal tool.

Committee members commented that it addresses performance expectation and reinforces the culture behind the Initiative.

Dr. Rutherford asked how best to roll this out to the faculty.  Many of the Medical Directors agreed that faculty should also sign the PACT contract, and that perhaps a good time to do this would be when they sign their annual contract.

It was also suggested that information regarding the Standards and PACT could be made available on-line; much like the compliance classes are accessed.

Drs. Rutherford and Behrendt also noted that these standards will be written into the evaluation for faculty as well as staff.

Dr. Behrendt will work on a roll-out plan for Managers to provide to clinic staff.  Drs. Rutherford and Behrendt will be visiting each clinic to speak to staff about the Standards and Pact as well.  We will be providing materials to help educate everyone about these new standards.

4. Patient Satisfaction Survey

Dr. Behrendt reviewed the new survey we will use to capture patient satisfaction.  We will be using Press Ganey’s survey, which is considered one of the best in the business.
Press Ganey can provide “best practices” from medical centers around the country.

Patients will be surveyed randomly from all of the clinics.  This will provide a significant sample over a three month period.  The scores from these surveys are less important than what each clinic does with the information to improve and maintain satisfaction.
 

5. Discussion

Dr. Behrendt also briefly described a method for evaluating individual management and leadership skills called the 360 Process.  This provides an individual with feedback from subordinates, supervisors, and customers.  It is considered very accurate.  It will be offered as a tool to the Clinic Managers and Medical Directors sometime later this summer.  The focus of this evaluation will be providing feedback to the individual that they can use to enhance their performance.

Dr. Behrendt is currently working on a list of competencies for Clinic Managers and Medical Directors that the 360 Process can then measure.

Dr. Behrendt reminded the Medical Directors that HR is now offering Brown Bag seminars.  There has been a good turn out from the Clinic Managers.  He asked the Committee to provide him with any ideas for seminars that they would feel of benefit.

The next meeting of the Medical Directors Clinical Operations Committee meeting is scheduled for Friday, June 25, 2004 from 7:00 – 8:30 a.m. in the B12 conference room.