A Hybrid Coaching Model in a Multi-Center Networked Care Experience Learning Collaborative

Elizabeth Rizzo, Dartmouth Hitchcock Medical Center, Lebanon, NH AND Value Institute Learning Center, Lebanon, NHFollow
Victoria Adams, Dartmouth Hitchcock Medical Center, Lebanon, NH AND Value Institute Learning Center, Lebanon, NHFollow
James Perry, Dartmouth Hitchcock Medical Center, Lebanon, NH AND Value Institute Learning Center, Lebanon, NHFollow
Nicole Szalay, Dartmouth Hitchcock Medical Center, Lebanon, NH AND Value Institute Learning Center, Lebanon, NHFollow
Samuel Verkhovsky, Dartmouth Hitchcock Medical Center, Lebanon, NH AND Office of Care Experience, Dartmouth Health, Lebanon, NHFollow
Megan Morse Holthoff, Geisel School of Medicine at Dartmouth, Hanover, NHFollow
Alice Mae Kennedy, Geisel School of Medicine at Dartmouth, Hanover, NHFollow
Brant Oliver, Office of Care Experience, Dartmouth Health, Lebanon, NH, Geisel School of Medicine at Dartmouth, Hanover, NH; AND Dartmouth College, Hanover, NHFollow

Abstract

Coaching teams and leaders conducting quality improvement (QI) has shown to be an effective method for project success. Our coaches were well versed in Lean Six Sigma and IHI Model for Improvement methods. Certified Lean Six Sigma Blackbelts coaches were assigned to project teams. Routine participation in project team meetings and one-on-one coaching sessions reenforced tools necessary to complete improvement work. Additionally, coaches met with one another to discuss their methods, work through challenges, and celebrate successes. Fourteen improvement teams led work in Care Experience related projects. Eleven project leaders certified in Lean Six Sigma methodology through the Value Institute Learning Center at Dartmouth Health (DH). One coach enhanced their knowledge in improvement science in healthcare, focusing on the Institute for Healthcare Improvement (IHI) model. Improvement capability increased over the duration of the collaborative. Project leader coaching enhanced team performance, regardless of improvement methodology used. The Promise Partnership Care Experience Learning Collaborative was launched in 2023 as a tactic to address the health system-wide strategic goal of improving Care Experience at Dartmouth Health (DH) at scale. We were interested in learning if we could support improvement capability, at scale, in a resource constrained environment supporting a relatively novice community of improvers in a networked effort to improve care experience. Rather than hold onto the idea of methodological supremacy of any one approach, we encouraged an eclectic approach in which we viewed improvement methodologies as languages, and using different words and tools to support the same standard improvement processes.

Recommended Citation

Rizzo E, Adams V, Perry J, Szalay N, Verkhovsky S, Holthoff M, Kennedy A, Oliver B. A Hybrid Coaching Model in a Multi-Center Networked Care Experience Learning Collaborative. Patient Experience Journal. 2026; 13(1):447-454. doi: 10.35680/2372-0247.2115.