Author Archives: Sue Schade

Being in between – part 2

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My husband and I are as in between as anyone who has ever done a long distance move.  Our possessions are on a truck somewhere between Ann Arbor, Michigan and Providence, Rhode Island. canstockphoto0356593Stuffed into our cars is everything that can’t or shouldn’t go on the moving truck.

This is the fifth long distance move we’ve done together and we hope, the last. We are headed back to New England, the part of the country where we wanted to end up.

I will continue working at University Hospitals in Cleveland during the week as the interim CIO until we hire a new permanent CIO but my home base now shifts east.

We made some close friends in a few short years in Michigan. We did a long goodbye with them on weekends over the past few months. And we promised to continue what we started by keeping in touch any way we can.  We issued an open invitation to our guest room.

We started this move in March getting our house ready for market. We thought (and hoped) we’d sell quickly. Instead, we found ourselves buying in a hot market where houses were gone before we could see them but selling in a slower market. Once again we’ve learned that you can’t count on the market being in your favor.

As we packed and purged, we found goods that others could use and filled the cars with donations. We donated lots of clothes in good shape but in sizes we’ll never see again. This included business clothes that women needing a fresh start can use for interviews and getting back into the workforce.

I’ve once again learned about making tradeoffs and letting go. Continue reading →

Power of a PMO

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Many organizations have a Project or Program Management Office (PMO). If not at an organization wide level, at least within the IT department. There are different models. Some PMOs provide standards, tools, canstockphoto10610367methodology and overall tracking. Others provide this foundation as well as a team of project managers (PMs) who can be assigned as needed to major projects. Our PMO at University Hospitals is the latter model.

Our PMO has evolved under our new manager, Joe Stuczynski. He and his team are making significant improvements with the support of IT leadership. They have developed a roadmap for further changes and improvements for the next year.

It is refreshing to be in an organization where we are not debating about the tools and whether they are good enough. We are not debating about what projects need to run through the PMO and if everyone needs to follow the standards.

Instead, we are embracing and leveraging the tools and the PMO is able to focus on what it should be – tracking projects and providing PMs to manage projects. Continue reading →

On being a grandparent

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My fourth grandbaby was born this week. I helped out by taking care of his 19 month old big sister while his parents were at the hospital. Being able to be present to give this support to my daughters is one of canstockphoto17685636the reasons I started my next chapter back in January.

Why is it so important for me to spend time with my family as my four grandchildren grow up?  My father died when I was just 4 years old. His death left my mother to raise my 3 older siblings and me alone. Her parents lived 3 hours away.  We only saw them a few times a year – a 3 hour drive for a mom and four kids was a big deal back then. My father’s parents had died before my parents were married. And my own daughters grew up without grandparents. By the time my husband and I were in our 30’s, all of our parents were deceased. None of them lived to age 70.

As a professional woman, I have worked far more than 40 hours a week since my late 20’s and been in management since 1984. When I had babies, a 6-week maternity leave was the norm. Both my daughters went to infant programs in daycare centers when I went back to work. I learned that babies start to smile at their parents (and it’s not just gas) at around 6 weeks old. I realized that I would miss her first smile being back at work.

I treasure the times I have now with my grandkids. My daughters are appreciative of the help I can give but don’t want it to be a burden. I have heard people my age say being a grandparent is great but it’s really nice to be able to hand the kids back to their parents. Yes, kids are demanding and tiring when you are no longer young. Continue reading →

Who do we want to be?

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While I try to stick to the topics you would expect in a professional blog, there are times when I can’t ignore the events we all witness. Whether they are joyous or tragic, they all leave a mark on us. Last July Icanstockphoto6283939 wrote about marriage equality sharing the story of my Aunt Dorothy.

During the fall as a US presidential candidate repeatedly talked about building a wall along the Mexican border, my post “Build bridges, not walls” was a message about the importance of embracing diversity. In that post, I quoted a church hymn that really struck home for me. “Our World is One World” by Cecily Taylor included this verse:

Our world is one world, the thoughts we think affect us all. The way we build our attitudes, with love or hate, we make a bridge or wall.

I closed that post with this statement: “Let’s continue to work together to build the kind of world we want for our children and grandchildren and generations to come.”

My fourth grandchild is due next week. I look forward to holding this new baby and welcoming him into our family. I am busily crocheting his baby blanket trying to get it done in time. While I crochet at night, I watch hours of television news about the worst mass shooting in US history – 49 people were killed in a gay nightclub, a place they considered safe and welcoming.

My maternal grandparents were born in Slovenia and came to the United States as immigrants in the early 1900’s. My grandfather was one of 11 children. One of his sisters had 10 children; two of her sons and one of her son-in-laws were rounded up and executed along with 30 others in their Slovenian village by the Fascists in 1942. They were my mother’s cousins. Continue reading →

What upgrade?

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This past weekend we did another major upgrade – this time the ambulatory EMR. It went extremely well and was met with smiles and kudos from our senior executives. While we’ve done several major upgrades canstockphoto13469755recently including revenue cycle and acute EMR, this one had a lot of eyes on it. Those same senior executives have been rightly concerned about the performance of our ambulatory EMR while we worked through some significant issues during the past several months, including software, hardware and infrastructure. So, kudos to the team that turned the corner on those issues and pulled off a very successful upgrade with minimal issues and disruption to our physician providers and operational practice teams.

We called our 200+ physician practices before the upgrade to make sure they felt prepared.  A few actually said “what upgrade?”. Apparently they had not read the any of the advance communications. So we worked with each of them to make sure they were ready.

The command center was open all week and will close early today as we have fewer and fewer calls.  Over 62% of the reported issues had been resolved as of late yesterday. Our users gained a lot of new functions and features which has made everyone happy.

In addition to a strong and collaborative relationship with your vendor, here are some critical success factors for any major software upgrade: Continue reading →

2 years later

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With this post, I’ve reached a key milestone – 100 published posts in 2 years of blogging. I have maintained my discipline of writing a weekly post except for one or two vacation breaks and a short gap canstockphoto13207113as I migrated to a new hosting service earlier this year.

With over 650 regular subscribers and more than 52,000 views to date, my writing is reaching a wide audience. In addition, many of my blogs are re-published on various health IT online sites for an even greater reach. And I’ve been named to various social media influencer lists. Knowing that I’m having a positive impact is what keeps me finding the time to write each week.

The most read blog was “New year, next chapter“.  Many people were interested in the professional and personal transition I was making in leaving the University of Michigan Health System. I decided to go on my own offering consulting, coaching and interim management so I could live near my daughters and grandchildren. I also wanted more flexibility in my life at this stage in my career. Many colleagues have said they are watching me and hope to learn from me as they reach a similar stage in their career.

As the interim CIO at University Hospitals in Cleveland, I have had plenty of new topics to cover, similar yet different from my previous experience. In my first four months, I’ve written about IT governance, lean, innovation, customer service and project ownership. Continue reading →

Just breathe

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Our quarterly IT Town Hall was this week. It’s a chance to bring all staff together, welcome new employees, and recognize promotions and special individual accomplishments. Each IT leader highlightedcanstockphoto15842113 3 successes in their areas this quarter and their 2016 priority projects. I commented on the changes we’ve made: re-establishment of IT governance, process improvements to ensure a more stable production environment, and our new visual management board.

We squeezed all of that into the first half hour so we could get to our guest speaker, Dr. Francois Adan, Medical Director of UH Connor Integrative Health Network. She gave us something we could all use: techniques to manage stress.

In 50 minutes, through very compelling stories, we learned what seemed like relatively simple techniques. It’s all about breathing, mindfulness, positivity, and gratitude. Basic practices we can apply every day. With Dr. Adan’s engaging speaking and teaching style, it was a delight to learn from her.

So what did we learn? Continue reading →

Happy Sesquicentennial!

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Most of us won’t live to be a 100. Yet organizations that are the foundation of our communities celebrate 100 year or more anniversaries. I have been fortunate to be part of 225 and 150 year anniversaries at my canstockphoto16622580churches in Worcester, MA and Ann Arbor, MI. Brigham and Women’s Hospital in Boston was making plans for its 100th anniversary celebration when I left there in 2012 for the University of Michigan Health System, yet another institution with a long and rich history. And now as a member of the University Hospitals team in Cleveland, I am joining in celebrating our 150th or Sesquicentennial anniversary.

The UH history dates back to May 14th, 1866 when a single hospital in a two story wooden house was established. As noted on our new UH 150th website, “For 150 years, the people of Northeast Ohio have looked to University Hospitals as a trusted health care provider. Our roots date back to 1866, when civic leaders established a hospital in a small Cleveland home to care for the sick and disabled. From these humble beginnings, UH has grown into a multihospital system, serving 1 million people annually. The medical advancements made at UH touch lives worldwide, yet we remain true to our roots as a community health care provider.”

UH has a long history of care and caring. To continue that commitment to our community, Continue reading →

Who’s on first?

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Picture this. One of your IT leaders tells you they have been pulled into a project by a senior executive; they are trying to figure out who in IT owns it. You tell them that another of your leaders owns it. They arecanstockphoto2538045 working out the specific issues with yet another leader. The first person says it’s still not clear. So you pull all three of them together for 15 minutes and try to sort it out.

With a collaborative team that works well together, that 15 minutes is relatively easy. Your first question is who’s on first? You want to know who owns it and what’s going on.

My team has learned that one of my questions about problems is “who wakes up in the morning worried about it?”  Not that I want people worrying and losing sleep. But, it’s a way to identify who owns something and is accountable for it. “Who’s on first?” is another one of those questions. It may be a messy, complex project. It may be off to the side or on the fringe but it still needs a clear owner.

After just 15 minutes, my three leaders and I confirmed the right roles for each of them, and next steps. And of course we talked about lessons learned. So what did we learn again in this situation?

Role clarification – this is critical for all projects, small or large, high priority or not. Clarifying and communicating sponsor, business owner, project manager, and decision makers is key.

Communication – proactive communication throughout the life of a project to all members of the core team and the stakeholders is another key.

Setting and managing expectations – this is especially true when dealing with many concurrent efforts with the same set of users and stakeholders. It’s also important when a project that seems simple actually has a lot of complex issues:  technical, operational, legal or something else.

I’ll bet you can think of a messy project in your experience that swirled or stalled. You might have some bad memories. Most likely, what went wrong ties back to one of these basics. So clarify roles, communicate, and manage expectations, but make sure you know who’s on first.

Putting a face on IT

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As IT leaders, we get used to hearing complaints about IT: we are not being responsive enough; our systems are unstable; too many clicks in the applications; not knowing who to call. The list goes on and canstockphoto20456258on. There are times when you think you can’t possibly please everyone. It’s may be why so many people have sat across my desk and said they’d never want my job. But I have learned that proactive, honest communication with your users is critically important.

One step is to survey your users about their issues and their satisfaction with your solutions and services.  This can be an extensive survey about a particular system or of one group of users. Or it can be a simple, few question survey after calls to the service desk. Regardless of the type of survey, make sure to let your customers know you’ve heard them. Publish the results and action steps to address problems. No matter how negative some of the results may be, you have to be transparent. And re-survey at the right interval to check if you have moved the dial.

Another step is to make the IT leadership team very visible and accessible. Provide easy to find information on who is responsible for what and how to contact them. Get out to the right leadership meetings and forums to provide IT updates; solicit feedback and concerns. Show you care and are listening. Continue reading →