CANCELLED: Resiliency is a Symptom of a Broken System: A Framework for Treating the Root Causes of Burnout

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Scalability and standardization in the Healthcare industry are critical to ensure key drivers in patient care delivery, including patient experience and employee engagement. The VonSull Frameworks provides a comprehensive, shared learning approach to address departmental stabilization, while focusing on staff engagement. Healthcare professionals with an interest in improvement and/or leadership strategy seeking to optimize efficiency while enhancing collaboration and team participation will benefit from the Framework. The Framework was applied to a department within an academic medical center where staff retention, engagement, and satisfaction were low. A root cause analysis identified job scope and role confusion, non-scalable tools, and non-replicable processes as key drivers. For a non-clinical department to remain an asset to a healthcare system in the continuously evolving landscape and to promote retention of staff, departments must identify their value and how to deliver that value effectively and efficiently while also focusing on employee satisfaction. 

Assess baseline staff satisfaction using objective tool(s) and collaboratively determine focused engagement opportunities for improvement

Identify how leadership can create an ecosystem that fosters improvement and engages staff by levering governance, clarity of purpose and lean management

Leverage those closest to the work to identify improvement opportunities focused on teamwork, standardization, simplification, and engagement

Authors

Michaela Sullivan, MSN, RN, PHN, has been part of the Stanford community for nearly 15 years, exemplifying its mission of “Healing humanity through science and compassion.” She began as a RN Case Manager at Stanford Children’s Health and progressed to lead Utilization Management at Stanford Health Care. In 2019, she transitioned to lead the Activations and Operational Integration department within Stanford Health Care’s Facilities Services and Planning Division, playing a key role in supporting the institution’s growth and ensuring access to critical services.

Michaela is also an influential voice in healthcare, having published in various journals and spoken at national conferences on topics such as Case Management, Utilization Management, and process improvement. She holds a Bachelor of Arts in Political Science from the University of Arizona and earned her Master of Science in Nursing with a focus on Case Management from Samuel Merritt University.

Tiffany Tanguma, MHA, PMP, is a dedicated healthcare professional with over 15 years of experience, adept in strategic planning and project management. Tiffany is a Manager for the Activations & Operational Integration department at Stanford Health Care, spearheading critical initiatives involving clinical space activations and wayfinding governance. Her leadership has facilitated seamless project execution, significantly enhancing the patient experience and operational efficiency across the organization.

Beyond her professional engagements, Tiffany is actively pursuing a Doctorate in Health Care Administration at Oklahoma State University, reflecting her commitment to continuous growth and learning in the dynamic healthcare sector.