We had the pleasure of welcoming Primary Care Nurse Consultant Jane Bollen and GP Dr Chris Bollen to teach at our practice yesterday.
Jane and Dr Chris have a special interest in the care of older people, and taught us about healthy ageing, with a specific focus on identifying, preventing and managing frailty in our day to day practice.
Jane previously worked at Allenby Gardens Family Practice in Adelaide running a nurse led (team-based care) “Healthy Ageing Clinic”.
We learnt many valuable lessons that will form part of our quality improvement initiatives as a practice, and that will help us in achieving our objective of “keeping older Australians independent and safe in their own homes”.
#collaboration #teambasedcare #careoutsidethebox #templateofthefuture #pcmh #transforminghealthcare
Where do I start? There was so much value in this fireside chat with Kelly Chard, Merryn Thomae and Dinesh Palipana.
2020 has been a really hard year. It has “helped us examine our values and ask some really hard questions.” (Dr Palipana).
We’ve seen a cultural shift towards becoming a “caring community”, better able to care for ourselves in addition to our patients and clients. 2020 has fostered a “new ability to reach out and ask for help and ask for support” (Dr Thomae)
We’ve also seen a paradigm shift in the way we see health care teams. In health care team 3.0, our accountants and IT professionals are important members of our TEAM. They play a key role in helping us to understand our business environment, respond to threats and opportunities, and take even better care of our patients by expanding our focus to both business AND clinical excellence.
And this was just a small part of our conversation.
Click here for the full video series.
#healthcare #transforminghealthcare #healthcareteam3point0 #teambasedcare #community #citizenship #2020wrapup #selfcare #careoutsidethebox
COVID-19 has asked a lot of us. We have had to take quick and decisive action in several key areas of the business. We have placed several projects on hold and refined our operations to prioritise safety above all else. Throughout this process of moment to moment decision-making, we have learnt a lot as a practice, and stood tall as responsible and safety-aware citizens of our medical neighbourhood.
In this update, I’ll be sharing the three things that I believe have kept us going and growing, and some thoughts around our future direction as a practice.
1. A Cohesive Team
We have discovered how closely our success as a business is linked to our cohesiveness and psychology as a team. In a world dominated by uncertainty, we have had to find new ways to offer safety, hope and inspiration to our patients and to each other. We have had candid conversations about our individual vulnerabilities, and have consistently brought our full and authentic selves to work. This openness and humanity that exists within our workplace has meant that we have all had moments of deep connection with each other and by extension, this has enhanced our capacity to connect deeply with our patients.
2. A Focus on Kindness
Gurleen and I have had conversations with our team, our patients and our community regarding what you are doing to take care of yourselves during this challenging time. It has been reassuring to see a common thread emerging of the “one thing” you do to stay grounded (your “anchor”). Overwhelmingly, you have taught us what it means to be kind to your self and to others.
In this spirit, we have adopted our own self-care habits. Personally, I took up the challenge to run 100km in the month of July, and used my morning run as my consistent daily ritual. Having dedicated the last few years to lifting weights and quick bursts of cardiovascular exercise, running was quite foreign to me, and the prospect of running 3 to 5km each day almost insurmountable. However, by taking on and successfully completing the challenge with a day to spare, I taught my mind that even the toughest mental barriers can be overcome. I have continued this healthy habit and now channel this energy into showing up in the right way each day for my team, my patients, my community and my family.
By modelling healthful behaviours within and outside of the workplace, we can all work together to build a culture where self-care and self-compassion are valued, encouraged and commonplace. We are well placed to facilitate the extension of this culture into the lives of our patients, so that they see us not only as trusted advisors, but as health role models. Indeed, it is difficult for us to counsel our patients about behaviours that we ourselves do not practice.
3. A Clear and Compelling Vision
In a world seemingly dominated by fear and uncertainty, it is not uncommon for feelings of helplessness and hopelessness to surface. Finding clarity amidst chaos is extraordinarily challenging, particularly when coupled with the grim reality that others have lost so, so much to, or through, this pandemic.
Why are we here? Why do we get up in the morning? What drives us? These are the questions that we have needed to ask constantly throughout the last few months. The antidote to burnout is a compelling vision of the future, and we would like that future to be the embodiment of our core values, our dreams and our aspirations. At its foundation, breathing life into our vision must enable us to positively and proactively impact the lives of the people we exist to serve.
Are our core values, compassion and innovation, still relevant today? I believe they are, and will explore this in a subsequent article.
Where to next?
During our first year at Rosedale, Gurleen and I invested heavily in the domain of engaged leadership. Our team, patients and community have come forward to welcome us with open arms as the new leaders of the practice.
We are proud to have built upon our credibility and brand as a business, and have established a strong online presence and digital footprint. COVID-19 has accelerated our uptake of health technology, and we are now well placed to deliver care virtually. We started our journey wanting to do away with the fax and with paper, and COVID-19 taught us that even bricks and mortar are optional. We still believe that the heart of general practice is in relationship-based, in-person care. However the unique opportunity to take care to our patients has renewed our commitment to providing “Care Outside the Box”.
In line with our vision, we have built our reputation as a world-class provider of health care, as a great place to work for our team, and as a quality training practice for our medical students from Macquarie University, Western Sydney University and University of Sydney.
We have also implemented key population health programs. We have partnered with Western Sydney Diabetes to offer Diabetes Case Conferences to our patients, and have grown our practice’s relationship with our Primary Health Networks – WentWest and Sydney North Health Network. We are in discussions with our local partners about our involvement in new and innovative programs such as HeartConnect, and expect to add even greater value to the services we are able to offer our patient population.
Importantly, our participation in these projects is grounded in our principled approach. We stand for a higher purpose – with everything we do, we aim to improve the lives of our patients, our team and our community. We lean into compassion and innovation as both our core values and our key strategic levers. However, if we are to continue to grow as a business, we need to have a clear picture of what success in these two areas look like, and define some key metrics around this.
We recognise “that the fox knows many things, but the hedgehog knows one big thing”. We stand by our desire to be the best in the world when it comes to innovation and compassion. As we gain further clarity and understanding of our shared purpose, we accept that our focus may evolve or transform. We also recognise the key area in which we are consistently outperformed by our competitors – convenience.
During the pandemic, we have been particularly conscious of our limited resources, and have leaned into our strategy of doing the best that we can for our current patients, ensuring their care is managed proactively, holistically and comprehensively. Our data so far has suggested that we have excelled in key areas such as the delivery of influenza vaccines to our most vulnerable patients.
It is very easy to brush the idea of convenience aside, and I have found myself a few times saying that we are not a “convenience” practice. However, on the flip side of convenience is access. And it is absolutely a problem when our patients are unable to access their healthcare team, particularly at a time that health care is in such great need. So increasingly we do recognise this as a problem that we need to address.
We recognise that in our efforts to provide comprehensive and personalised care to our patients we often run late. This is also unacceptable and disrespectful to our patients who we understand live very busy lives. We would like to say that we respect your time. More than this, we would like to show you that we respect your time and we would like to take very deliberate action to ensure that this is an area in which we can improved.
But we can’t improve what we don’t measure, and so during the month of August, we will be focusing our attention on “building block two” – data-driven improvement. We will set out a number of key metrics and use data to drive insights and further improvements in the way we manage our business and care for our patients. We look forward to sharing these insights with you, our valued community, in our next update.
Feeling so #grateful to receive this lovely message from our medical student. Thank you to our team and our wonderful patients for being so welcoming and for helping to create an environment of learning for our future generation of doctors. We believe that by positively impacting every person that we meet, we create a cascade of events that helps to deliver a better future for all of us.
“I can’t describe the impact you and the Rosedale team have had on me both personally and professionally; I was blessed to spend my final rotation with all of you and you gave me so much to reflect on during these holidays… Thank you for so selflessly mentoring me :)”
Your success depends on you.
Your happiness depends on you.
You have to steer your own course.
You have to shape your own fortune.
You have to educate yourself.
You have to do your own thinking.
You have to live with your own conscience.
Your mind is yours and can be used only by you.
You come into this world alone.
You go to the grave alone.
You are alone with your inner thoughts during the journey between.
You make your own decisions.
You must abide by the consequences of your acts.
“I cannot make you well unless you make yourself well,” an eminent doctor often tells his patients.
You alone can regulate your habits and make or unmake your health.
You alone can assimilate things mental and things material.
Said a Brooklyn preacher, offering his parishioners communion one Sunday: “I cannot give you the blessings and the benefits of this holy feast. You must appropriate them for yourselves. The banquet is spread; help yourself freely. You may be invited to a feast where the table is laden with the choicest foods, but unless you appropriate and assimilate them, they can do you no good. So it is with this holy feast. You must appropriate its blessings. I cannot infuse them into you.”
You have to do your own assimilation all through life.
You may be taught by a teacher, but you have to imbibe the knowledge. He cannot transfuse it into your brain.
You alone can control your mind cells and your brain cells.
You may have spread before you the wisdom of the ages, but unless you assimilate it you derive no benefit from it; no one can force it into your cranium.
You alone can move your own legs.
You alone can move your own arms.
You alone can utilize your own hands.
You alone can control your own muscles.
You must stand on your feet, physically and metaphorically.
You must take your own steps.
Your parents cannot enter into your skin, take control of your mental and physical machinery, and make something of you.
You cannot fight your son’s battles; that he must do for himself.
You have to be captain of your own destiny.
You have to see through your own eyes.
You have to use your own ears.
You have to master your own faculties.
You have to solve your own problems.
You have to form your own ideals.
You have to create your own ideas.
You must choose your own speech.
You must govern your own tongue.
Your real life is your thoughts.
Your thoughts are your own making.
Your character is your own handiwork.
You alone can select the materials that go into it.
You alone can reject what is not fit to go into it.
You are the creator of your own personality.
You can be disgraced by no man’s hand but your own.
You can be elevated and sustained by no man but yourself.
You have to write your own record.
You have to build your own monument – or dig your own pit.
Which are you doing?
“Keys to Success” by B.C. Forbes, published in 1917. Found in The Little Book of Business Wisdom by Peter Krass, and shared by Josh Kaufman in The Personal MBA