Healthcare Leadership During COVID-19
Welcome to Difficult Conversations – Lessons I Learned as an ICU Physician with Dr. Anthony Orsini. Today, my special guest is Anthony Viceroy, who is here to discuss how healthcare organizations have adapted to the COVID crisis. Since 2015, Anthony has been the CEO of Westmed Medical Group. As one of 548 accountable care organizations in the United States, Westmed has earned a national reputation for its focus on improving the quality of care for patients while reducing unnecessary costs in the healthcare system. In addition to his focus on maintaining excellence in quality initiatives, Anthony has also championed enhancements to the Westmed patient experience..
Anthony explains how Westmed accomplished the trifecta of healthcare providers. Under his leadership, Westmed reached the top 6% nationally for total savings generated, top 95% in patient experience, and was named one of the best workplaces in the country in healthcare by Fortune Magazine,
Anthony discusses how Westmed was able to navigate through the Covid Crises. We find out why it is so important for physicians to have a role in the organization’s leadership and decision making process. Anthony also discusses why organizations must place the appropriate resources into improving patient experience, We hear stories about many difficult decisions and conversations that Mr. Viceroy has had to navigate in recent months such as furloughing nurses and doctors taking big pay cuts. He shares great advice about portraying hope and having a reassuring message during the pandemic. Dr. Orsini talks about how handling the “why” is so important, especially when dealing with doctors. Anthony mentions Simon Sinek and understanding the “why” and where that fits in the communication strategy. He tells us, “It’s not what you say, it’s what someone hears.” We end with Mr. Viceroy telling us what type of conversation is the most difficult conversation that he has had and he gives us great advice on how to navigate through it. Dr. Orsini shares advice on how important the delivery of the news is and how it should not be informational, but rather relational. If you enjoyed this podcast, please hit the subscribe button to find out more about what we do and how we teach communication. Go ahead and download this episode now!