High Performance Healthcare: Using the Power of Relationships to Achieve Quality, Efficiency and Resilience / Edition 1

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In her groundbreaking book The Southwest
Airlines Way
, Jody Hoffer Gittell revealed the management secrets of the company
Fortune magazine called “the most successful airline in history.” Now, the bestselling business author explains how to apply those same principles in one of our nation’s largest,
most important, and increasingly complex industries.

High Performance Healthcare explains the critical concept of “relational coordination”—coordinating work through shared goals,
shared knowledge, and mutual respect.
Because of the way healthcare is organized,
weak links exist throughout the chain of communication. Gittell clearly demonstrates that relational coordination strengthens those weak links, enabling providers to deliver high quality, efficient care to their patients.
Using Gittell’s innovative management methods,
you will improve quality, maximize efficiency, and compete more effectively.

High Performance Healthcare walks you step by step through the process of:

  • Identifying weak areas of relational coordination within your organization
  • Transforming work practices that are creating barriers to relational coordination
  • Building a high performance work system to foster consistent relational coordination across all disciplines

The book includes case studies illustrating how some healthcare organizations are already transforming themselves using Gittell’s proven tools. It concludes by identifying industry-level obstacles to high performance healthcare and showing how individual organizations and their leaders can support sweeping change at the highest levels.

Policy changes and increased access to care will not alone answer the healthcare industry’s problems. Timely, accurate, problem-solving communication that crosses all organizational boundaries is a powerful response to business as usual. High Performance Healthcare explains exactly how to achieve this crucial dynamic,
providing a long-awaited cure to an industry in crisis.

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Product Details

  • ISBN-13: 9780071621762
  • Publisher: McGraw-Hill Professional Publishing
  • Publication date: 6/22/2009
  • Edition number: 1
  • Pages: 288
  • Sales rank: 266,873
  • Product dimensions: 6.00 (w) x 9.10 (h) x 1.20 (d)

Meet the Author

Jody Hoffer Gittell teaches Human

Resource Management, Operations Management,

and Organizational Theory at Brandeis

University’s Heller School for Social Policy

and Management. She serves as a cochair of

the Health Care Industry Council, and is the

author of The Southwest Airlines Way and over

a dozen articles on healthcare management.

Prior to joining Brandeis, Gittell earned her

PhD from the MIT Sloan School of Management

and taught for six years at Harvard

Business School.

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Table of Contents

Part I: Relational Coordination and High Performance Healthcare
Chapter 1: The Challenges We Face
Chapter 2: Relational Coordination as a Driver of Cost and Quality Performance
Chapter 3: Relational Coordination and Resilience under Pressure

Part II: Building Relational Coordination
Chapter 4: Develop Leadership at the Front-Line
Chapter 5: Hire and Train for Relational Competence
Chapter 6: Measure and Reward Performance Broadly
Chapter 7: Resolve Conflicts Proactively
Chapter 8: Design Jobs for Focus
Chapter 9: Create Boundary Spanners
Chapter 10: Connect Through Pathways and Protocols
Chapter 11: Broaden Participation in Team Meetings
Chapter 12: Establish Information Systems
Chapter 13: Partner with Your Suppliers

Part III: Getting from Here to There
Chapter 14: Overcome the Obstacles to Change
Chapter 15: Support High Performance Healthcare at the Industry Level

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