Front Matter
1. Mental Health Center of Denver website (n.d.).
2. Mental Health Partners website (n.d.).
3. Ibid.
4. Goleman (1995).
5. Ginny Trierweiler, PhD, Licensed Psychologist and Professional Coach, in conversations with the author, 2015–2017.
Chapter 1
1. Paul Bretz, D. Divinity, LCSW, MHSA, Executive Director of Centus Counseling and Site Examiner for Joint Commission for Accreditation of Healthcare Organizations, in an interview with the author, October 12, 2017.
2. Preston Simmons, DSc, MHA, FACHE, CEO (Interim, Western Washington Market) and Chief Operating and Administrative Officer of Providence Health and Services, in an interview with the author, August 4, 2017.
3. Kenneth T. Bellian, MD, MBA, Co-founder of AI Health and GettingHome, Chief of Clinical Strategy at Jensen + Partners, former Chief of Clinical Operations at Denver Health in an interview with the author, December 21, 2017.
4. Vonderembse and Dobrzykowski (2016, pp. 42–44).
5. Annette Cannon, RN, MSN, PhD, Instructor at Platt College of Nursing, in conversation with the author, June 9, 2015.
6. Billy Carestio, BSN, RN, Director of Nursing, Mental Health Partners, in an interview with the author, June 26, 2017.
7. Christina Loetscher-Whetstone, BSN, RN, Director of Nursing, Mental Health Center of Denver, in an interview with the author, March 26, 2015.
8. Dixie Casford, LPC, MBA, Vice President of Acute Care, Mental Health Partners, in an interview with the author, October 27, 2017.
9. Jen Leosz, LCSW, Vice President of Clinic Care, Mental Health Partners, in an interview with the author, October 27, 2017.
10. Chris Radigan, LCSW, Program Manager of Adult Outpatient Services, Mental Health Center of Denver, in an interview with the author, March 23, 2015.
11. George Eliopulos, MD, Assistant Medical Director at Mental Health Partners, in an interview with the author, June 30, 2017.
12. Michael Ward, MD, Assistant Medical Director at Mental Health Partners, in a conversation with the author, May 3, 2018.
13. Kenneth T. Bellian, MD, MBA, Co-founder of AI Health and GettingHome, Chief of Clinical Strategy at Jensen + Partners, former Chief of Clinical Operations at Denver Health in an interview with the author, December 21, 2017.
14. Kristi Mock, LCSW, Chief Operating Officer at the Mental Health Center of Denver, in an interview with the author, October 27, 2017.
15. Donald Penning, MD, Director of Anesthesiology and Perioperative Services at Denver Health, in an interview with the author, June 16, 2015.
16. Jesús Sanchez, PhD, Licensed Clinical Psychologist, Wardenburg Health Services, in an interview with the author, October 17, 2017.
17. Nancy Wollen, RN, BSN, MBA, Senior Vice President and Chief Operating Officer of Kaiser Permanente, Colorado, in an interview with the author, August 28, 2015.
18. Lucille Johnson Campbell, MA, Former Director of Health Initiatives at the Center for African American Health, CEO of Affinity With Lucille Consulting, in an interview with the author, November 8, 2017.
19. Kelly Phillips-Henry, PsyD, MBA, CEO of Mental Health Partners, in an interview with the author, February 12, 2018.
20. Bill Milnor, MA, Vice President of Business Processes, Mental Health Center of Denver, in an interview with the author, October 12, 2017.
21. Mary Ellen Benson, VP of Healthcare Development and Transformation, Aspen Pointe, in an interview with the author, August 10, 2017.
22. Amanda Daniel, LPC, Program Manager, Mental Health Center of Denver, in an interview with the author, March 31, 2015.
23. Don Maestas, MA, LPC, MBA, Chief Program Officer of Tennyson Center for Children, in an interview with the author, November 2, 2017.
24. Darcy Jaffe, MN, FACHE, Chief Nursing Officer, Harborview Medical Center, in an interview with the author, September 18, 2017.
25. Jim Monk, DDS, Dentist at Dental Aid of Boulder County, retired from private dental practice, in an interview with the author, October 30, 2017.
26. Julie Artigliere, PhD, CCC/SLP, President at Center for Vocal Health, Inc., in an interview with the author, October 30, 2017.
27. Tina Howard, LICSW, Licensed Social Worker in Private Practice, in a conversation with the author, November 12, 2017.
28. Jean Rosmarin, PhD, Program Manager, Mental Health Partners, in an interview with the author, October 17, 2017.
29. Barbara Becker, LPC, PhD, JD, Director of Mental Health First Aid Colorado, in an interview with the author, November 11, 2017.
30. Dixie Casford, LPC, MBA, Vice President of Acute Care, Mental Health Partners, in an interview with the author, October 20, 2017.
31. Gene Dankbar, MBA, MS, Senior Principal Health Systems Engineer, Assistant Professor of Health Care Systems Engineering, Mayo Clinic, in an interview with the author, October 24, 2017.
32. Joanie Gergen, CRCR (Certified Revenue Cycle Representative), Revenue Cycle Director, Mental Health Partners, in an interview with the author, December 28, 2017.
33. Jami Kovach, PhD, Associate Professor of Project Management Program and Director of Lean Six Sigma Professional Training Program at the University of Houston, in an interview with the author, January 3, 2018.
34. Chris Noonan, Vistage International Group Chair, in a conversation with the author, December 20, 2017.
35. Kenneth T. Bellian, MD, MBA, Co-founder of AI Health and GettingHome, Chief of Clinical Strategy at Jensen + Partners, former Chief of Clinical Operations at Denver Health in an interview with the author, December 21, 2017.
36. Preston Simmons, DSc, MHA, FACHE, CEO (Interim, Western Washington Market) and Chief Operating and Administrative Officer of Providence Health and Services, in an interview with the author, August 4, 2017.
37. Sohnen-Moe (2016, p. 66).
38. Jeff Zayach, MS, Executive Director, Boulder County Public Health, in an interview with the author, November 30, 2017.
39. Craig Iverson, MA, Director of Training and Process Improvement, Mental Health Center of Denver, in an interview with the author, December 8, 2017.
Chapter 2
1. Ginny Trierweiler, PhD, in e-mail communication with the author, January 25, 2018.
2. Armstrong (2013, p. 28).
3. Horstman (2016, p. X in Introduction).
4. Deming (1986). Published in 1986, this book is considered by many to be a management classic, especially in the field of quality management where it is referred to frequently. Deming’s famous “14 Points for Management” capture his enduring wisdom and strong opinions about how to manage organizational processes and systems while leading people effectively to develop them to their full potential.
5. Christina Loetscher-Whetsone, BSN, RN, Director of Nursing, Mental Health Center of Denver, in an interview with the author, March 26, 2015.
6. Armstrong (2013, p. 2).
7. Horstman (2016, p. 166).
8. King (2013, p. 113).
9. Horstman (2016, p. 173).
10. Chris Radigan, LCSW, Program Manager, Mental Health Center of Denver, in an interview with the author, March 23, 2015.
11. Jeff Tucker, JD, Vice President of Human Resources at the Mental Health Center of Denver, in an interview with the author on February 1, 2018.
12. Dobson and Dobson (2000, p. 194).
13. D.C. Dugdale, MD, FACP. Medical Director of Care Management and Population Health, University of Washington Medicine, in an interview with the author, October 18, 2017.
14. Elvira Ramos, VP of Programs and Inclusive Leadership, Community Foundation of Boulder County, in an interview with the author, October 24, 2017.
15. Kristi Mock, LCSW, Chief Operating Officer, Mental Health Center of Denver, in an interview with the author, October 27, 2017.
16. Migoya (April 15, 2006).
17. Jennifer Leosz, LCSW, Vice President of Clinic Care, Mental Health Partners, in conversations with the author throughout the course of working together in 2015–2016.
18. Jackie Attlesey-Pries, MS, RN, CENP, Chief Nursing Officer at Boulder Community Health, in an interview with the author, November 10, 2017.
19. Craig Iverson, MA, Director of Training and Process Improvement, Mental Health Center of Denver, in an interview with the author, December 8, 2017.
20. Horstman (2016, pp. 84–92).
21. Dobson and Dobson (2000, p. 73).
22. Amanda Daniel, LPC, Program Manager, Mental Health Center of Denver, in an interview with the author, March 31, 2015.
23. Harley (2013, p. 154).
24. David Bachrach, MBA, MBA, FACMPE/LFACHE, The Physician Executive’s Coach, in an interview with the author, April 19, 2018.
25. Patterson et al. (2012, pp. 204–205).
26. Winsor-Games (July 2, 2017, p. 7K).
27. Harley (2013, pp. 155–6).
28. Sutton (2010).
29. Michael Ward, MD, PhD, MBA. 2018. Roundtable discussion, “What Happened to My Patient? Patient Outcomes Reporting in the Veterans Health Administration,” College of Healthcare Operations Management Conference, May 3, 2018.
30. Jackie Attlesey-Pries, MN, Chief Nursing Officer at Boulder Community Health, explained in her interview with the author on November 10, 2017, that she taught Just Culture when she was at Mayo Clinic.
31. Darcy Jaffe, MN, FACHE, Chief Nursing Officer, Harborview Medical Center, in an interview with the author, September 18, 2017.
32. Annette Cannon, PhD, MSN, in an interview with the author, October 19, 2017.
33. Frankel et al. (2006, pp. 1690–1709).
34. Darla Schueth, RN, BSN, MBA, CEO and President of TRU Community Care, in an interview with the author on April 4, 2018.
35. Murphy (2017, pp. 191–2).
36. Ibid., p. 193.
37. Lucille Johnson Campbell, MA, in an interview with the author, November 8, 2018.
38. Blanchard and Johnson (2003).
39. Carnegie (1981, pp. 205–43).
40. Billy Carestio, BSN, RN, in an interview with the author, June 26, 2017.
41. Pink (2009).
42. Jen Leosz, LCSW. Vice President of Clinic Care at Mental Health Partners, in an interview with the author, October 20, 2017.
43. Tina Howard, LICSW, in a conversation with the author on May 1, 2018.
44. David Bachrach, MBA, FACMPE/LFACHE in an interview with the author, April 19, 2018.
45. Markle (2000).
46. Hogler (2015, p. 1).
47. U.S. Equal Employment Opportunity Commission (n.d.).
48. Jeff Tucker, JD, Vice President of Human Resources at the Mental Health Center of Denver, in an interview with the author on February 1, 2018.
49. Mader-Clark and Guerin (2016, p. 3).
50. Roy Starks, MA, VP of Rehabilitation Services and Reaching Recovery, Mental Health Center of Denver, in an interview with the author, June 12, 2018.
51. Dixie Casford, MA, LPC, MBA, Vice President of Acute Care Services at Mental Health Partners, in an interview with the author, October 20, 2017.
1. Levinson and Cooper (2015, pp. 64–66).
2. Hurman (July 31, 2012). For more details and resources, see Watkins (2013).
3. The “Clinical Site Needs Analysis” was a methodology the author adapted from earlier work in the computer software industry. As a member of strategic selling teams, she and colleagues developed this consultative approach initially as a “Site Needs Analysis” framework for visiting manufacturing sites of prospective customers, observing work processes, and asking questions about the organization’s problems and needs. From this, solutions were developed with software demonstrations that were presented to the customer’s managerial decision-making team. This approach strengthened the consultative partnering relationship between seller and buyer and helped close new business for software licenses and consulting.
4. Lencioni (2004).
5. Cloud (2010, p. 114).
6. Kenneth T. Bellian, MD, MBA, Cofounder of AI Health and GettingHome, Chief of Clinical Strategy at Jensen + Partners, former Chief of Clinical Operations at Denver Health, in an interview with the author, December 21, 2017.
7. Carl Clark, MD, CEO of Mental Health Center of Denver, began to apply this approach in 2006 after MHCD’s executive team participated in “Pathways to Leadership” training, by Verus Global, which was later disseminated throughout the organization. The approach of opening meetings with questions became widely adopted in meetings throughout the organization.
8. Harley (2013).
9. Institute for Healthcare Improvement (IHI) (2017). According to the online tools and description at this IHI website, this technique was initially developed by Michael Leonard, MD, Physician Leader for Patient Safety, along with colleagues Doug Bonacum and Suzanne Graham at Kaiser Permanente of Colorado (Evergreen, CO, USA) as a communication tool between members of the health care team about a patient’s condition. The tool was adapted from the U.S. Navy. The SBAR technique has been implemented widely at health systems such as Kaiser Permanente.
10. Patterson et al. (2012, pp. 177–8).
11. Drucker (January 1967a).
12. Drucker (1967b, p. 148).
13. Armstrong (2013, p. 21).
14. Patterson et al. (2012, p. 187).
15. Ibid.
16. Armstrong (2013, p. 28).
17. Marilyn Thomas Leist, EdD, in an interview with the author, April 4, 2018.
18. Murphy (December 5, 2014).
19. Kenneth T. Bellian, MD, MBA, Co-founder of AI Health and GettingHome, Chief of Clinical Strategy at Jensen + Partners, former Chief of Clinical Operations at Denver Health in an interview with the author, December 21, 2017.
20. Dobson and Dobson (2000, p. 20).
21. Gene Dankbar, MBA, MS, Senior Principal Health Systems Engineer, Assistant Professor of Health Care Systems Engineering, Mayo Clinic, in an interview with the author, October 24, 2017.
22. Drucker (1967, p. 51).
23. Dobson and Dobson (2000, pp. 138–9).
24. Douglass and Douglass (1993, p. 4).
25. Ibid., p. 11.
26. Doran (1981, pp. 35–36).
27. Drucker (1967, pp. 25–51).
28. Lakein (1973).
29. Covert and Satterson (2009, p. 307).
30. Covey (1989, pp. 148–50).
31. Ibid., pp. 151–4.
32. Tracy (n.d.).
33. Allen (2001, pp. 13–16).
34. Ibid., p. 43.
35. Ibid., pp. 46–47.
Chapter 4
1. Barta and Barwise (April 2017, pp. 3–4).
2. Strayer (2017).
3. Erica Snow, MPA, MS, Portfolio Director, The Colorado Health Foundation, in an interview with the author, October 27, 2017.
4. Dobson and Dobson (2000, Introduction, p. xii).
5. Ibid., p. xiii.
6. Ibid., p. 105.
7. Harley (2013, p. 65).
8. Dobson and Dobson (2000, pp. 106–107).
9. Ibid., p. 107.
10. Ibid., pp. 3–4.
11. Ibid., p. 2.
12. Harley (2013, p. 67).
13. Ibid.
14. Carnegie (1981, p. 33).
15. Covert and Sattersten (2009).
16. Jackie Attlesey-Pries, MS, RN, CENP, Chief Nursing Officer at Boulder Community Health, in an interview with the author, November 10, 2017.
17. Armstrong (2013, pp. 22–23).
18. Chris Noonan, Vistage Chair, in a meeting with a coaching group, December 20, 2018.
19. Mary Peelen, Director of Health Information Systems Management at the Mental Health Center of Denver, in an interview with the author, January 10, 2018.
20. Trista Ross, PharmD, Pharmacy Site Manager at Genoa, in an interview with the author, November 4, 2017.
21. Preston Simmons, DSc, MHA, FACHE, CEO (Interim, Western Washington Market) and Chief Operating and Administrative Officer of Providence Health and Services, in an interview with the author, August 4, 2017.
22. Michael Sullivan, MD, Chief Transformation Officer at Covenant Healthcare, in an interview with the author, November 7, 2017.
23. Michael Ward, MD, PhD, Emergency Physician and Assistant Professor of Emergency Medicine, Vanderbilt University Medical Center, in a conversation with the author, May 3, 2018.
24. Kenneth T. Bellian, MD, MBA, Co-founder of AI Health and GettingHome, Chief of Clinical Strategy at Jensen + Partners, former Chief of Clinical Operations at Denver Health in an interview with the author, December 21, 2017.
25. Craig Iverson, MA, Director of Training and Process Improvement, Mental Health Center of Denver, in an interview with the author, December 8, 2017.
26. Joanie Gergen, CRCR, Director of Revenue Cycle at Mental Health Partners, in an interview with the author, December 28, 2017.
27. Cathie McLean, LPC, CAC III, Director of Quality Improvement, Mental Health Center of Denver, in an interview with the author, January 16, 2018.
28. Winsor-Games (January 7, 2018, p. 5K).
29. Harley (2013, p. 5).
30. Sohnen-Moe (2016, p. 84).
31. Kelly (2007, p. 74).
Appendix A
1. Emily Anderson, LPC, LAC, Program Manager, Mental Health Center of Denver, in an interview with the author, March 30, 2015.
2. Kristi Mock, LCSW, Chief Operating Officer at the Mental Health Center of Denver, in an interview with the author, October 27, 2017.
3. David C. Dugdale, MD, Medical Director of Care Management and Population Health, Professor of Medicine, University of Washington Medicine, in an interview with the author, October 27, 2017.
4. Michael Sullivan, MD, Chief Transformation Officer at Covenant Health, in an interview with the author, November 7, 2017.
5. Valerie Lipetz, MD, Chief Medical Officer of Ambulatory Services and Population Health at Boulder Community Health, in an interview with the author, October 13, 2017.
6. Craig Robbins, MD, Medical Director of Evidence Based Practice, Kaiser Permanente Care Management Institute, in an interview with the author, August 28, 2015.
7. Nancy Wollen, RN, MBA, Senior Vice President and Chief Operating Officer, Kaiser Permanente of Colorado, in an interview with the author, August 28, 2015.
8. Paul Bretz, D.Divinity, LCSW, MHSA, Executive Director of Centus Counseling and Site Examiner for Joint Commission for Accreditation of Healthcare Organizations, in an interview with the author, October 12, 2017.
9. Darla Schueth, RN, MBA, President and CEO of TRU Community Care, in an interview with the author, April 4, 2018.
10. Kay Martin, LCSW, Chief Operating Officer, Solvista Health, in an interview with the author, June 1, 2018.
11. Jeff Zayach, MS, Executive Director, Boulder County Public Health, in an interview with the author, November 30, 2017.
12. Bill Milnor, MA, Vice President of Business Processes, Mental Health Center of Denver, in an interview with the author, October 12, 2017.
13. Carl Clark, MD, CEO of the Mental Health Center of Denver, in an interview with the author, January 16, 2018.
14. Ric Durity, Vice President of Development, Mental Health Center of Denver, in a conversation with the author, February 1, 2018.
15. Jami Kovach, PhD, Associate Professor of Project Management Program and Director of Lean Six Sigma Professional Training Program at the University of Houston, in an interview with the author, January 3, 2018.
16. Louise Delgado, LPC, CPHQ, Chief Executive Officer of Solvista Health, in e-mail exchanges with the author, December 7–8, 2017.
17. Jackie Attlesey-Pries, MS, RN, CENP, Chief Nursing Officer at Boulder Community Health, in an interview with the author, November 10, 2017.
18. Margie Nelson, MSHA, AVP of Patient Experience at HCA, in an interview with the author, October 25, 2017.
19. Mary Peelen, Director of Health Information Systems Management and HIPAA Privacy Officer, Mental Health Center of Denver, in an interview with the author, January 10, 2018.
20. Kelly Phillips-Henry, PsyD, MBA, CEO of Mental Health Partners, in an interview with the author, February 12, 2018.
21. Jim Markham, MA, former director of a wilderness program in a therapeutic boarding school, in a conversation with the author, January 21, 2018.
22. Kendall Sauer, MA, Evaluation Manager, Office of Behavioral Health at Colorado Department of Human Services, in an interview with the author, November 15, 2017.
23. Vicki Rodgers, MS, LPC, CHC, CHPC, Chief Operating and Integrity Officer, Mental Health Partners, in an interview with the author, January 31, 2018.
24. Marilyn Thomas Leist, EdD, Executive Director of Ingleside at King Farm Retirement Community, in a conversation with the author, February 24, 2018.
25. Barbara Becker, LPC, JD, PhD, Director of Mental Health First Aid Colorado, in an interview with the author, November 7, 2018.
26. Darcy Jaffe, MN, FACHE, Chief Nursing Officer, Harborview Medical Center, in an interview with the author, September 18, 2017.
27. Mary Ellen Benson, Vice President of Healthcare Development and Transformation, Aspen Pointe, in an interview with the author, August 10, 2017.
28. Paul Bretz, D.Divinity, LCSW, MHSA, Executive Director of Centus Counseling and Site Examiner for Joint Commission for Accreditation of Healthcare Organizations, in an interview with the author, October 12, 2017.
29. Don Maestas, LPC, LAC, MBA, Chief Program Officer, Tennyson Center for Children, in an interview with the author, November 2, 2017.
30. Billy Carestio, BSN, RN, Director of Nursing at Mental Health Partners, in an interview with the author, June 26, 2017.
31. George Eliopulos, MD, Assistant Medical Director, Mental Health Partners, in an interview with the author, June 30, 2017.
32. Fred Michel, MD, Chief Medical Officer at Mental Health Partners, in an interview with the author, June 30, 2017.
33. Tina Howard, LICSW, therapist in private practice in Northampton, MA, in a conversation with the author, November 12, 2017.
34. Preston Simmons, DSc, MHA, FACHE, CEO (Interim, Western Washington Market) and Chief Operating and Administrative Officer of Providence Health and Services, in an interview with the author, August 4, 2017.
35. David Bachrach, MBA, Fellow of the American College of Medical Practice Executives, Lifetime Fellow of the American College of Healthcare Executives, Principal, The Physician Executive’s Coach, Inc., in an interview with the author, April 19, 2018.
36. David Dobrzykowski, PhD, Associate Professor at Bowling Green State University, in an interview with the author, April 23, 2018.
37. Elvira Ramos, Vice President of Programs and Inclusive Leadership, Community Foundation of Boulder County, in an interview with the author, October 24, 2017.
38. Erica Snow, MPA, MS, Portfolio Director, The Colorado Health Foundation, in an interview with the author, October 27, 2017.
39. Beth Coleman, MS, Director of Payer Strategies, Mental Health Center of Denver, in an interview with the author, January 16, 2018.
40. Bruce Fehn, CPA, Senior Vice President of Finance and Administration, Rutgers University, in an interview with the author, June 4, 2018.
41. Cynthia Nelson, CPA, Controller, Mental Health Center of Denver, in an interview with the author, January 16, 2018.
42. Lisa Potter, MBA, MS, Chief Financial Officer of AseraCare, in an interview with the author, June 4, 2018.
43. Lucille Johnson Campbell, MA, Former Director of Health Initiatives at the Center for African American Health, CEO of AffinityWithLucille Consulting, in an interview with the author, November 8, 2017.
44. Billy Carestio, BSN, RN, Director of Nursing, Mental Health Partners, in an interview with the author, June 26, 2017.
45. Emily Anderson, LPC, LAC, Assistant Program Manager at the Mental Health Center of Denver, in an interview with the author, March 30, 2015.
46. Kelly Phillips-Henry, PsyD, MBA, Chief Operating Officer, Mental Health Partners, in an interview with the author, February 12, 2018.
47. George Eliopulos, MD, Assistant Medical Director, Mental Health Partners, in an interview with the author, June 30, 2017.