Creating a Caring-Oriented Culture from the Board Room to the Treatment Room
with Irv Rubin and Paul Sokoloff
Culture is the consequence of day-to-day choices people make as to what constitutes "good/caring” behavior. As Sokoloff notes in Practicing What We Preach,"Of course, all people are guided by values, assumptions, and beliefs. But I believe it is more fruitful to talk about behavior. How people actually behave determines an organization’s culture. When considering "good care” or "compassion,” a patient will judge a health care organization according to how well its staff behaved with him or her, not by the mission statement on the wall.”
In 2001 – 2004, Sokoloff as director of organizational development at Carondelet Health and Rubin as principle of the consulting firm Temenos, Inc, began an organizational culture and behavioral change process based on the concept of Behavioral Quality Assurance (BQA) and the ABCs of Effective Feedback process developed by Rubin. Carondelet has incorporated BQA into its performance management system.
More recently, Rubin has been working with the Veterans Health Administration on the implementation of a patient centered health care model. This work includes asking patients how they wanted to be treated by nurses and doctors, and whether they felt well cared for.
Irwin Rubin, B.S.E.E., M.S., Ph.D. is the President of Temenos, Inc. and The Temenos Foundation in Honolulu, Hawaii. Irv received his M.S. and Ph.D. in Organizational Behavior from the Sloan School of Management at the Massachusetts Institute of Technology. While an Associate Professor there, he was co-director (along with Richard Beckhard) of M.I.T.’s Project in Health Care Management (funded by the Carnegie and R.W. Johnson Foundations). In 1985, he was elected the first honorary non-physician member of the American College of Physician Executives.
Over the 45 years of his career Irv has consulted with private and public sector organizations in the United States, the UK, Australia and New Zealand. A major focus of Irv’s current work is on the relationship between performance management, feedback systems, and the creation of healthy—non-toxic—caring organizational cultures. This work includes both organizational development and training interventions and the development of computer technologies to support such culture change efforts.
His many writings have received wide acclaim. James A. Autry called The ABCs of Effective Feedback: A Guide For Caring Professionals [Plexus Bookstore - Leadership category] (co-authored with Dr. Tom Campbell; published by Jossey-Bass) "an essential tool for anyone wanting to make the transition from management to leadership.” In reviewing his book, My Pulse Is Not What It Used to Be: The Leadership Challenges in Health Care (co-authored with Dr. Ray Fernandez; published by The Temenos Foundation), JAMA noted: "[his] sensitivity to organizational issues would facilitate the transformation of the health care system!” Of Having It Both Ways; The ABCs of Win-Win Relationships Warren Bennis said "This book pulses with hope and restoration of the human spirit. Each page virtually shouts out: we are all capable of deepening our capacity for love and for deploying our best selves. Not a dream but something within our grasp.” And of his most recent book, Dying For Compassion, Dr. Donald M. Berwick, now Administrator, Centers for Medicare and Medicaid Services, said: "Every healthcare professional will see a bit of the truth about their own organization resonating from this fictionalized account of ‘managerial malpractice in the death of a patient’. Dying for Compassion raises crucial issues about the importance of working as a system, valuing interdependence as much as we have already learned to value personal excellence and the unavoidable responsibility and accountability we all carry for the consequences of our behavior. Its message of hope could help to revive a badly beleaguered profession, itself in need of compassion and care.”
Paul Sokoloff, RN, MPA, has over 30 years of clinical and administrative experience in health care. After attending the Research School of Nursing , he obtained a BA in Health Care Management from Ottawa University and an MPA in Organizational Behavior from the Block School of Business and Public Administration at the University of Missouri-Kansas City. He has been an adjunct faculty member for over 20 years at Ottawa University where he teaches courses in Leadership, and Organizational Behavior.
Mr. Sokoloff recently left Carondelet Health where he had been Director of Organizational Development for the past 10 years. Currently, he is the Workforce Development Director for Truman Medical Center-Behavioral Health in Kansas City.
On the call, they will be sharing their work and what they have learned. Please bring your questions and your experience to this call.