Training Top 125 Best Practice: “The Why Behind the Metrics” at DaVita Inc.
Every day, clinical leaders at DaVita Inc., parent company of DaVita Kidney Care and DaVita Medical Group, drive initiatives and push their teams to perform in various metric areas. And while it’s known that those metrics help keep teammates accountable to their goals and clinical standards, it is sometimes inevitable for both leaders and their teams to start seeing metric goals as simply boxes that need to be checked, and eventually, they may start to see numbers remain stagnant or decline.
To help add more tangible, personal meaning to the metrics, DaVita created a set of videos called “The Why Behind the Metrics,” a form of micro-training that prompts leaders to start informal conversations with their team with the goal of eventually increasing each clinic’s positive metric performance.
There are six videos (varying in length from four to 10 minutes), and each describes how leaders can add emotional significance to each of the main metric areas in facilities:
- Missed Treatments
- CVC (the use of this type of catheter in dialysis increases rates of patient infection and mortality)
- Number of Treatments
- Private Pay
The videos are meant to be used as both a starting point of inspiration and a continual reference for leaders as they bring the “Why Behind” method of training to their respective facilities.
A facility administrator at DaVita Norwalk Dialysis launched a “Why Behind” training in March 2017 that specifically focused on the missed treatment metric. Since then, the facility has seen missed treatment rates decrease from 4.4 percent to 3.8 percent.
A group facility administrator leading multiple clinics in Dayton, OH, started implementing the “Why Behind” training with an emphasis on fluid retention. She already has seen a 15 percent decrease in patients with dangerous inter-dialytic weight gain, indicating her team’s effectiveness in educating patients about fluid intake has quickly increased.