March 30, 2007

Stage II - Planning for Change

The Service Learning Series hosted the second installment in its Shaping Your Service Culture Forums entitled "Stage II - Planning for Change" March 21. The forum, presented by Cindy Sprogis and Sandra St. Fleur of the Service Improvement Department, offered managers, supervisors and department heads practical methods and tools to inspire staff to work together to enhance the experience of care at the MGH. One of the key points they shared was that 'leaders' think and act differently from 'managers' in that leaders "empower people to work together to achieve a shared goal," while managers "strive for measurable results." According to Sprogis and St. Fleur, understanding this concept is important to effectively promote and implement a service culture change in a department.

The women also stressed the importance of MGH leaders fostering a safe environment that encourages employee participation, collaboration and consideration of the "big picture" in relation to a department's service goals. They explained that planning for a change effort is a three-part process: developing an assessment of the current state, creating a vision of where the department wants to be and devising a strategic pathway to action. Sprogis and St. Fleur explained each point with examples and engaged guests in an interactive and informative forum.

The MGH Service Improvement Department offers comprehensive booklets, known as "toolkits," describing these and other helpful service improvement methods available to all managers. The next Service Learning Series will be held April 25, from 9 to 10:30 am at the Holiday Inn Select at 5 Blossom St. For more information about the series or to obtain a toolkit, contact Sprogis at csprogis@partners.org or
(617) 726-1030.