MENTORING TOOLKIT BRIEFCASE
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WELCOME TO THE MENTORING TOOLKIT
This toolkit is designed for primary care practices interested in developing clinic-to-clinic and peer-to-peer relationships and whose clinic teams are interested in serving as mentors and mentees, also known as mentoring collaborators, to other practices to learn more about various aspects of mentoring within the Patient Centered Medical Home (PCMH) Transformation context.
This toolkit recognizes that mentoring itself is both about obtaining and contributing knowledge - a critical part of mentoring as noted in Idaho’s PCMH Mentorship Framework. In the context of PCMH Transformation, this is a critical point. The toolkit is laid out conceptually as a briefcase, with different folders to help provide specific information on thinking, learning, preparing, delivering, and receiving mentorship in relevant areas. Review the toolkit and then use the Mentoring Notebook along with it to take notes and work through related activities that support mentorship collaborators.
Whether the mentoring relationship is long-term, short-term, or intermittent in nature you will find that mentoring is both a rewarding and effective method to transfer knowledge, learn, and grow professionally and personally. Mentoring may involve more than one mentoring relationship at a time, and mentees may use various mentors to attain different PCMH goals and outcomes such as
recognition, billing and coding expertise, and performing effective huddles to name a few ideas of the diverse needs in the PCMH program.
Idaho’s PCMH Mentorship Framework provides the vision and mission for mentoring activities as part of PCMH Transformation in Idaho.
CLICK HERE TO ACCESS FOLDERS
1. Introduction to Idaho PCMH Mentoring
2. What is PCMH Mentoring
and Why is it Important?
3. PCMH Mentoring Core Skills
4. PCMH Mentee Core Qualities
5. Modern Mentoring
6. Optional Mentoring Charters
and Mentoring Agreements
7. PCMH Mentoring Success Stories
8. Mentoring Resources and Links
(Click folder to access content)
Folder 1: Introduction to Idaho PCMH Mentoring
Welcome to the PCMH Mentoring Toolkit: Introduction to Idaho PCMH Mentoring.
Through a series of videos, online resources, guided questions and notebook activities, you will learn about mentoring in the PCMH model and how you can implement effective mentoring collaborations as part of the transformation process. The material will explore the specifics of effective mentoring as well as examples of how mentoring can play an important role in many aspects of your daily practice such as integrating behavioral health; offering care management to chronic-needs patients; identifying and tracking clinical quality measures to improve outcomes amongst specific populations; and obtaining national or state PCMH recognition.
The toolkit is a self-study aid intended to assist mentoring collaborators with PCMH Transformation. If you find you have already done the work associated with a particular section, skip that section and move to the next.
The Mentoring Toolkit is very flexible and can be used in whole or in part - whichever suits the needs of the mentoring collaborator. Some may choose to use this toolkit as part of a larger mentoring program while others may use parts on an "as needed" basis. It is important to note that this toolkit is meant to offer tools and information to help each clinic or peer-to-peer mentoring collaborator through the mentorship journey. It is not meant to be prescriptive but rather, adaptive - offering support with a wide range of tools and suggestions on important thinking steps and approaches for effective PCMH mentoring.
Clinic and peer mentoring collaborators can "pick and choose" the tools, information, and techniques which might work best for them. No tool or technique is required; each is optional and flexible, easily adapted to the mentoring collaborator's unique needs and situation. While this toolkit is entirely adaptive, ideally, the mentoring collaborators should progress all the way through the Mentoring Toolkit and Mentoring Notebook within a defined period of time to derive the most benefit from the materials.
Generally, PCMH mentoring collaborator relationships could be long-term and are intended to support sustainability of the PCMH model within each practice. In addition to providing information regarding the Idaho SHIP Mentorship Framework, this toolkit will provide links to other Websites with information to review as well as documents you will want to use as reference and for practical purposes. We suggest you download and/or print these files, as needed.
As you go through the Mentoring Toolkit, a Mentoring Toolkit Notebook is provided for taking notes, recording observations and questions, and keeping track of your progress. You can download it or print it out using the link to the left.
Folder 2: What is PCMH Mentoring and Why Is It Important?
Here are some tools to help you determine if you are ready to mentor.
Review the Mentor Readiness Assessment by clicking the link to the left. After reviewing this assessment, go back to your Mentoring Notebook and record your score. Make notes of what you should work on prior to beginning to mentor.
Review the Mentor Preparation Checklist by clicking the link to the left. Make notes in your Mentoring Notebook of any preparation steps you need to do to get started.
Folder 3: PCMH Mentoring Core Skills
Building Rapport and Establishing Trust
Some of the most important things a mentor has to do are getting to know his or her mentee, establishing rapport, and building trust with the mentee. Often, this involves being a good listener and not only knowing when to offer support and guidance, but when to avoid giving advice and avoiding a topic or long discussion before the mentee is ready for it.
Having successful experiences and being able to effectively draw upon those experiences and successes with PCMH Transformation will help build the rapport and trust that can help the mentee as well as help you figure out the best time to introduce topics and how to do so. In addition, a sometimes overlooked opportunity for the mentor is that he or she can learn from the mentee with possible reverse-mentoring situations that occur (sometimes the mentor learns from the mentee). This is especially true with mentees who have experience with functional technology such as that used in smart phones or with mobile apps.
Use the Mentoring Notebook to review and think through the related activity and respond to questions.
Knowledge Transfer Skills
Perhaps you have never mentored before, or maybe you're an old hand at it. Whatever your experience is, you're reading this because you had an interest in PCMH mentoring. Perhaps your clinic or outside technical support representatives have given you feedback that mentoring would be an appropriate course of action. A key part of PCMH mentoring is to be able to share your knowledge of PCMH Transformation in a meaningful manner with your mentee.
For instance, NCQA PCMH recognition is an important topic that a mentee may not even know exists. The mentee could have an interest in PCMH Transformation and because the mentee does not know the process for recognition, could have only a hunch about how it works. This would perhaps be a good opportunity for a mentor to discuss recognition, the NCQA Web site, and how to go through the recognition process. It might be helpful to mention that NCQA has a "Getting Started" section on their Web site that could aid the mentee and then discuss how your organization handled startup to PCMH Transformation.
Goal Setting with your Mentees
The third core skill a mentor may expect to engage in is goal setting.
Watch the following video on helping mentees establish goals. As you listen, think about how you will prepare to help your mentee.
Return to your Mentoring Notebook and take notes during the video, and create some possible goals.
(This video will take approximately 3 minutes to review.)
Folder 4: PCMH Mentee Core Qualities
This toolkit is also designed to give mentees more visibility into what PCMH Transformation mentor efforts entail and what mentors can gain from using the toolkit. However, many mentors started out as mentees and to that, this folder is devoted to the three core qualities that mentees should have and/or be willing to develop. These qualities will not only produce successful mentees but will position them for future possibilities as effective mentors.
The first quality is willingness to learn as quickly as possible. While this may seem obvious, it may be deceptively more challenging than it appears at first glance.
With the competing demands of work and life, it is just as important that mentees manage time as effectively as their mentors do. In the publication Skills for Successful Mentoring: Competencies of Outstanding Mentors and Mentees (© 2003, Linda Phillips-Jones, Ph.D.), mentoring success is based on very specific skills and is worth reviewing. To maintain the willingness to learn as quickly as possible, it is imperative to manage your available time wisely. Continue to find ways to integrate the PCMH Transformation concepts and practices you learn into your work as fast as possible on an ongoing basis. This includes observing how others do things successfully as well as opening yourself to constructive feedback with the goal of developing effective learning habits.
The second quality is being proactive and taking the initiative to engage with a mentor or mentors to form your mentoring collaborator relationships. This means you may need to seek out mentors and be open to being mentored in areas of PCMH Transformation.
This could be in areas identified for you by your supervisor or organization or you have self-identified and then taken the initiative to follow-through on those areas to establish mentors and leverage opportunities to be mentored.
Finally, the third core quality already alluded to, is the actual follow-through. In healthcare, when things fall through the cracks, it is often characterized as "lost to follow-up." Take the necessary actions, stay organized, and seek to learn quickly and to continually improve so the critical PCMH Transformation information and ongoing sustainability is never "lost to follow-up."
Folder 5: Modern Mentoring
Watch a video about modern mentoring featuring Karen Russell at a TEDx Overlake presentation, by clicking the link below. As you listen, think about how you can use your skills to be an effective PCMH mentor and how you can translate what the presenter is saying to your PCMH mentoring setting and relationship. Take notes in your Mentoring Notebook as you listen.
(Click the image above to launch the Karen Russell/TEDx Overlake presentation in a new window. The video will take approximately 9 minutes to review.)
*Note: Click the image to the right if you want to review additional videos on being a good mentor, search TED Talks or type "TED" or TEDx" into your favorite browser search field then search TEDx for mentor or mentoring and related topics of your choice.
Expectations for mentoring organizations would be congruent with the expectations for that of mentors, but may also need to take into account the following:
Return to the Mentoring Notebook and list some of your expectations or ideas on how you can be an effective modern PCMH mentor.
Folder 6: Optional Mentoring Charters and Mentoring Agreements
Optional Mentoring Charters and optional Mentoring Agreements are a way that mentors, mentees, and their performing organizations outline mutual expectations, guidelines, requirements, and even goals. While mentoring collaboration relationships themselves may be less formal and evolve over time, sometimes decision-makers and other stakeholders who are less involved in the day-to-day aspects of the mentoring relationship have different needs. Especially, since they could focus on allocation of resources, including staffing (e.g. IT support, etc.) as well as physical plant and equipment (e.g. lighting, heating, conference rooms, computers, phones lines, etc.). Because the PCMH mentoring relationship has both upstream and downstream stakeholders, it might be beneficial to explore and decide if a Mentoring Charter and/or Mentoring Agreement could be useful and help create a more positive mentoring experience. For the purpose of PCMH Transformation, these are optional documents, but we encourage you to review them carefully to ensure you are considering important aspects of the mentoring relationship and create a positive mentoring experience.
Optional Mentoring Charters
A Mentoring Charter for PCMH Transformation is an optional document and is the precursor to the Mentoring Agreement. It is similar to a project charter. In essence, a mentoring charter, at high-level, commits the organizations and sets the boundaries for both the mentor and mentee organization and individual resources by formally establishing the role of the mentor and mentee. The charter should outline the high-level PCMH goals and objectives that both the mentor and mentee will work towards and, at high level, should incorporate by reference the Mentoring Agreement for how the schedule and communication aspects of the mentoring relationship will work.
The Mentoring Charter should generally not exceed one page in length.
Optional Mentoring Agreements
A Mentoring Agreement for PCMH Transformation is also an optional document and is the more detailed document, which is incorporated by reference into the Mentoring Charter, and specifies the actions each entity and resource role will fulfill.
Both the Mentoring Charter and the Mentoring Agreement are viewed as best practices because they function as administrative, communication, and time management tools as well as function to define the scope of the relationship at high levels. They may be written at the discretion of the performing organization and be as detailed or open as needed. The most important aspects of these documents are they serve to formally establish the organizational and resource commitments to the mentoring relationship and goals. Each document may be incorporated into a larger corporate or organizational document such as a more formal Memorandum of Understanding (MOU) or Letter of Agreement (LOA) or any other formal document required by the performing organization(s).
The Mentoring Agreement should be as "to the point" as possible, therefore using a template or form from your organization may be appropriate. The agreement is recommended to be detailed but ideally, no longer than three pages in length.
Use the link to the right to view writing samples for the optional Mentoring Charter and Mentoring Agreement.
Think about these documents and the information you might have to prepare for them. Also, determine if there are any other resources you may need or want to document as part of your mentoring collaboration agreement for PCMH mentoring. Check with your organization and any third party technical assistance resources for any specific details or if you have questions. Use the Mentoring Notebook and list your resources, processes, schedules and other documents or information you want to consider and/or include.
Folder 7: PCMH Mentoring Success Stories
Now that you know more about mentoring, you're thinking about mentoring, and learning what it can involve, it's time to move to one of the most rewarding aspects of mentoring: The success story. Making it to this point takes work! But it's worth it!
Reflect on the various mentoring webinars that you can access on the PCMH Portal: Behavioral Health, Case Management, Community Health Worker, Cultural Change, Sustainability, and any others. Did any spark an idea, approach, or even admiration?
Part of the webinar series included various speakers who described their experiences with PCMH Transformation and the impact that mentors had on their personal growth, patient health outcomes, and program success in the PCMH Transformation journey. Each of the webinars in the Mentoring Series has real-world mentors and mentees who share their experiences and success stories. Review any Mentoring webinar on the PCMH Portal to learn more.
One mentor, from a SHIP participating clinic, who was asked to share her experiences in the case management mentoring session, said this:
"Thank you for asking us! It's fun to share what we are doing and help spark ideas for others on making things better for their patients and staff."
Notice the enthusiasm and focus on the patient and providers. That's what it's all about!
“Mentoring is a brain to pick,
an ear to listen, and a
push in the right direction.”
— John Crosby
Review an additional healthcare success story here: Mentoring in the 100,000 Lives Campaign: Just a Hospital Away
Think about what was accomplished in this healthcare setting and how you can use your mentoring experience to accomplish PCMH Transformation goals.
Go back to the Mentoring Notebook, reflect, and then answer questions about the presentation.
Importance of Success Stories
Sharing success stories is important. Success stories help to inspire and motivate us toward goals. More importantly, you can gain valuable information, insights, and ideas from listening to the success stories of others, especially PCMH mentoring success stories.
What makes a good success story? Success, of course, and then detailing how you reached that goal of success, including all of the hard work and challenges along the way. If you have any doubt about the impact of sharing success stories, view the short and inspiring following video about the impact of success and why it is a continuous journey.
Folder 8: Mentoring Resources and Links
This page lists additional resources that may help you on your mentoring journey.
Click the images to visit the sites.
PCMH Panel Discussion Series
PCMH Resource Guide from Idaho's PCMH Mentorship Framework
(link will download file to your computer)
University of Nebraska-Lincoln, Graduate Mentoring Guidebook
Skills for Successful Mentoring: Competencies of Outstanding Mentors and Mentees (© 2003, Linda Phillips-Jones, Ph.D.)
UC Davis - Professional Development
TED Talks on Mentoring
Thank you for using the Idaho SHIP PCMH Mentoring Toolkit!