Would you let your mother stay in this room? Successes & Failures in Empowerment & Respect on the Frontline and in Coaching
Dr. Will Huen & Rey Manatan
Clean hospital rooms are foundational to patient experience, flow and safety. After opening their new hospital, staff identified delayed “bed turnover” and 23% room cleaning defects.
Housekeeping Supervisor Rey Manatan and Dr. William Huen describe their journey as two leaders learning and practicing with their teams to understand the realities of their current state and implement countermeasures that were data-driven, compassionate, and owned by the staff themselves. They uncover their own assumptions and habits along their path together, and develop leadership practices of humility and respect. As coaching partners, they will also describe how they applied these lessons in their organization’s lean journey to implement performance huddles and address equity in the work place
In this session you will learn …
- Observing and engaging staff can reveal shocking gaps and assumptions
- Leaders must be prepared to address unintended consequences and opportunities.
- Frontline engagement and coaching lean tools is a continuous practice
About the Facilitators:
Dr. William Huen is Associate Clinical Professor of Medicine at UCSF, and serves at Zuckerberg San Francisco General Hospital as Associate Chief Medical Officer and Medical Director of Quality Management and the Kaizen Promotion Office.
Dr. Huen practices medicine and teaches housestaff and students on the Inpatient Medical service and Medicine Consultation service at Zuckerberg San Francisco General. Integrating his passions for quality improvement, education and multidisciplinary collaboration for vulnerable populations, Dr. Huen is dedicated to improving the patient experience, staff experience and systems within the health care safety net. Recent involvement includes implementing aspects of the hospital’s Delivery System Reform Incentive Program, establishing the Quality Data Center to develop and track key quality metrics, co-teaching the SFDPH Quality Improvement & Leadership Academy, enhancing the patient and staff experience through the Lean model of health care improvement, and implementing computerized provider order entry in the inpatient setting.
Dr. Huen received his AB from Princeton University in the Woodrow Wilson School of Public and International Affairs and his MD at the UCB-UCSF Joint Medical Program. He also received an MPH in Health Policy and Management and MS in Health and Medical Sciences while at Berkeley. Dr. Huen completed his residency in Internal Medicine at the San Francisco General Hospital Primary Care Program at UCSF.
Reyland Manatan is a General Services Manager of the Environmental Services Department at Zuckerberg San Francisco General Hospital. He was first promoted to the Porter Supervisor position on June of 2015. Prior to that time, he started his Environmental Service career as a front-line Porter for the Department of Public Health in 2008. He is co-owner to the development and implementation of the Discharge room turnaround workflow efficiency project lead by the Kaizen Promotion Office at Zuckerberg San Francisco General Hospital. Additionally, he promotes the True North goals aligned with ZSFGH & EVS to consistently provide a clean, safe and healthy environment to all patients, staff and visitors with compassion and respect.