How Hartford HealthCare Works (H3W) Reaches Major Milestones in 2016

Through Lean training and the diffusion of Daily Management throughout HHC we are strengthening our H3W operating model. As of September, 2016, staff on more than 230 units across HHC have now implemented daily huddles as one of the critical elements in how we work at Hartford HealthCare.

Daily Management — a systematic approach to supporting teams in meeting their customer needs and in achieving their goals in the workplace — was initiated in a successful design phase in 2015. The model engages staff in identifying and addressing opportunities for improvement, aligns team focus with organizational goals, and incorporates leadership presence in the workplace through rounding and coaching.

“Our changing environment requires us to continuously transform ourselves to meet our aspirations as a health system”, says Jeffrey A. Flaks, HHC president and chief operating officer. “Strengthening H3W with daily management increases our agility as an organization.”

We are fortunate at Hartford HealthCare to have a solid cultural foundation upon which we are introducing daily management and other lean practices. This foundation is characterized by clearly defined organizational values and H3W Leadership Behaviors. In 2016 at HHC, we completed the formal training of more than 18,000 employees in H3W Leadership Behaviors. This additional milestone was reached during a session in August at the System Support Office in Norwich. This number — which represents the approximate number of HHC employees — was set as a balanced scorecard goal when H3W was launched across the system more than five years ago.

“We started this journey about five-and-half years ago with the notion of bringing out these 10 leadership behaviors which have become such an essential part of the work we do and the work that is in front of us.  I am so proud of all of you, of all of our facilitators, and all of our 18,000 staff who represent the great work that gets done in our organization,” said Elliot Joseph, chief executive officer who, along with several other members of the HHC executive leadership team, made a surprise visit to help kick off the session on August 9.

H3W was launched at Hartford Hospital in 2009 based on a model with origins at MidState Medical Center 20 years ago and has been deployed system-wide, with a strong emphasis on staff engagement, accountability, idea generation, and organizational communication, as well as recognition and celebration. Our focus on H3W Leadership Behaviors across the organization is designed to create a common, culture of respect, accountability, and honesty. With the recent training in lean concepts and embedding the implementation of daily huddles, rounding, and coaching there is a heightened focus on continuous improvement and the notion that “improving the work is the work.”

“This is a huge organizational milestone,” said Tracy Church, executive vice president and chief administrative officer. “H3W allows us to put words into action….We have the tools, training and skill-building to be better partners and to be able to deliver the best care and utmost experience to our patients, their families and our communities.”