Introduction

In the heart of the American West, Great Falls Clinic stands as a beacon of premium healthcare, serving as the fourth-largest provider of clinical care west of the Mississippi. At the helm of this remarkable institution is Wayne Gillis, a visionary leader whose passion for change and commitment to helping people find purpose and fulfillment in their work is truly inspiring. In a recent interview, I had the privilege of sitting down with Wayne to discuss his journey, the challenges facing the healthcare industry, and the transformative power of engagement.

The Challenges Facing Healthcare

The engagement levels and turnover rates among healthcare workers in the United States have been significantly impacted by recent challenges, including the COVID-19 pandemic. A report highlights a decline in overall employee engagement, with a particular drop seen during the pandemic due to increased stress and workload. The turnover and resignation rates in the healthcare sector have also seen dramatic increases, with job vacancies for nursing personnel rising by up to 30% between 2019 and 2020. This situation has forced hospitals to incur significant costs to recruit and retain employees, with labor expenses rising by 15.6% per adjusted discharge since September 2019.

Wayne's Journey

Wayne Gillis's path to becoming the CEO of Great Falls Clinic is a testament to his unwavering dedication to making a positive difference in the world. As the first in his family to attend college, Wayne was initially drawn to nursing, inspired by his wife's family's involvement in the profession and the opportunity to provide care to those in need. During his decade-long tenure as a nurse, Wayne witnessed firsthand the challenges and opportunities within the healthcare system, fueling his desire to effect change.

Recognizing the need to bridge the gap between his ideas and the decision-makers who could implement them, Wayne returned to college, earning both an undergraduate degree in business and an MBA. Armed with this knowledge and a renewed sense of purpose, he embarked on the next phase of his career, focusing on empowering care providers to bring their best to their patients.

The Power of Engagement

At the core of Wayne's leadership philosophy lies a deep understanding of the power of engagement. He firmly believes that creating a "simply irresistible" work environment is the key to unlocking the full potential of his team. By fostering a culture of open communication, continuous improvement, and empowerment, Wayne has successfully navigated the challenges posed by the pandemic, which has led to unprecedented levels of stress and turnover across the healthcare industry.

One of the key initiatives Wayne has implemented is the concept of team care, where doctors, nurses, hospital support staff, and patients work collaboratively to achieve optimal health outcomes. This approach not only improves the quality of care but also creates a sense of shared purpose and accountability among all stakeholders. As Wayne explains, "By involving everyone in the care process, from the patient to the support staff, we create a sense of ownership and pride in the work we do. This, in turn, leads to better outcomes and a more engaged workforce."

What is engagement and why is it important?

Continuous Improvement and Agile Thinking

Wayne's commitment to continuous improvement is evident in his adoption of the Toyota process improvement model. He recognizes that while the healthcare industry may be behind the curve in this regard, there is no room for excuses. Everyone, from leadership to frontline staff, must be fully engaged in the process of upping their game.

To facilitate this process, Wayne has implemented a system of daily huddles at three levels within the organization. These huddles provide a platform for frontline staff, middle managers, and executives to discuss challenges, share ideas, and develop solutions. The result is a 360-degree view of the organization, enabling Wayne and his team to make informed decisions and drive meaningful change. As Wayne notes, "The daily huddles have been a game-changer for us. They allow us to identify and address issues in real-time, rather than waiting for them to escalate into larger problems."

The Importance of Communication and Empowerment

Wayne's recent employee engagement survey revealed that communication is a key driver of engagement within the organization. In response, he and his executive team have implemented several programs to address communication gaps, including the concept of "quick kills." This initiative empowers functional area team captains to gather feedback and implement smaller changes without excessive red tape, fostering a sense of ownership and excitement among team members.

Patient-Centered Care

The impact of Wayne's leadership extends beyond the walls of Great Falls Clinic, as evidenced by the overwhelmingly positive feedback from patients. The clinic has consistently received five-star quality ratings in patient surveys for the past three years, a testament to the effectiveness of the process improvement efforts underway. By involving patients in the development of collaborative care plans, Wayne and his team have created a patient-centered approach that prioritizes the individual's unique needs and goals.

Conclusion

My conversation with Wayne Gillis left me inspired and energized. His enthusiasm, humor, and insight are truly remarkable, and Great Falls Clinic is fortunate to have him at the helm. As the healthcare industry continues to navigate the challenges posed by the pandemic and beyond, leaders like Wayne serve as a beacon of hope, demonstrating that through passion, purpose, and engagement, we can indeed turn the tide and create a brighter future for all. By prioritizing employee engagement, continuous improvement, and patient-centered care, Wayne and his team at Great Falls Clinic are setting a powerful example for healthcare organizations across the country.

Would you like to learn more about Wayne Gillis? Check him out on LinkedIn here: linkedin.com/in/waynegillismba

You  may be interested in these resources:
www.truenorthcollab.com/engagement-checklist

www.truenorthcollab.com/blog/effective-communication-leaders 

www.truenorthcollab.com/insights-faqs