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Celebrating successes and striving to maintain them

Credentialing Resource Center Connection, June 12, 2008

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Sally J. Pelletier, CPMSM, CPCS, is a consultant with The Greeley Company, a division of HCPro, Inc., specializing in the areas of credentialing and privileging.

Dear credentialing colleague:

There are many positive experiences that come from helping an organization achieve its goals and knowing you played a part in its successes. At The Greeley Company, we work with clients everyday who want to explore resources and avenues to make the right thing “happen.” They then make wise decisions that help them achieve the desired results. Examples of their success include:

• An organized medical staff that has been dysfunctional in terms of culture and actions for many years taking steps to become a highly functioning medical staff
• An MSP who has landed in a dysfunctional medical staff services department having the mind set and attitude to point the department in the right direction. This MSP actively seeks best practices, resources, and education to make that happen.
• The successful completion of a bylaws revision process that maximizes efficiencies and processes while maintaining structure and enhancing collaboration. This is done with a spirit of cooperation between the governing body, senior managers, and medical staff leadership.

Healthcare organizations frequently share stories with The Greeley Company about how they have achieved tremendous success in one or many areas. One such hospital worked diligently to improve communication, collaboration, and processes, including restructuring its medical staff, revising its medical staff bylaws, and redesigning its credentialing and privileging process. This hospital recently posed the question, “Now what?”

This question is not uncommon. With the day-to-day workloads and responsibilities that fall on medical staff leadership, administration, and MSPs, it may be very easy to fall back into old or comfortable methodologies. Change is a difficult culture to accept in many organizations. In addition, an adequate assessment as to whether the new arrangement or process is working takes time and an ongoing commitment to monitor results.

To answer the question “Now what?” organizations and individuals who accomplish their goals must discipline themselves not to rest on their laurels. Consider the following strategies in your continued pursuit of excellence:

• Celebrate: Praise widely and publicly all those involved in the success of the project.
• Reflect: Think about the strengths and weaknesses of the methodologies your organization utilized to achieve its success. Identify areas for improvement for the next project.
• Validate: Authenticate the success by monitoring progress and measuring achievements.
• Maintain: Continuously update your tools and techniques and set new targets.
• Share: Establish a “give” mentality, whereby your organization freely shares its learning experiences with others involved in the common mission of healing

Most organizations that make the decision to pursue excellence wish their initiatives and subsequent changes had happened sooner. Today is the first day of the rest of your organization’s life. What will you do today to make it the best it can be?

Remember, credentialing has no other master than the patient.

That’s all for this week.

All the best,

Sally J. Pelletier, CPMSM, CPCS
http://www.greeley.com/consulting.cfm

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