July 11, 2017

On July 18 and 19, all TriHealth leaders will come together again at the Northern Kentucky Convention Center to participate in our next quarterly Leadership Development Institute (LDI).. As you know, the LDIs are part of our system-wide organizational development program through which we are introducing, teaching – and ultimately, hardwiring – the evidence-based practices that define our new “TriHealth Way… of Leading, Serving and Delivering Care.”

Since our last LDI in April, we’ve been working to implement elements of the TriHealth Signature Patient Experience, which has 8 key areas of focus (see model here). We’ve now trained all 12,000 team members on AIDET +the Promise to teach them how to establish a trusting and personal relationship with each patient and customer. Additionally, all TriHealth leaders have designed their own 90-day service improvement plan as part of their FY18 leadership goals.

The theme for our upcoming LDI is “Cultivating High Performance.” During this LDI, we will introduce our service recovery practices to assist leaders in empowering team members to address service break downs “in the moment” – part of our TriHealth Signature Experience. We will also introduce new TriHealth Way tools aimed at cultivating and fostering higher performance – both in team members and processes. Leaders will learn how to put your service improvement plans into action and why excellent customer service must be at the heart of everything we do. Leaders will also receive training on a new leadership practice called High-Solid-Low, which will assess and proactively manage team member performance. High-Solid-Low teaches leaders how to re-recruit and re-energize team members, and develops effective skills to conduct coaching and developmental conversations. Together with the related TriHealth Way practices already in place, this new approach will enable leaders to help team members perform at their highest possible level, with increased job satisfaction.

Quint Studer, founder of the Studer Group®, will close the LDI on day two with an inspirational message about overcoming setbacks and how to push through barriers. I’m certain you’ll enjoy the insights, and find some of the wisdom and stories he shares applicable in your leadership role. 

Thank you for your active role in helping us adopt and hardwire the TriHealth Way! The investments we are making in our people and our organization through these LDIs is creating the vital foundation required to move TriHealth from Good to Great – for our team members, our patients and our community!

I look forward to seeing all of our leaders on the 18th!