The Baptist Health Care Journey to Excellence: Creating a Culture That WOWs!

Overview

The Baptist Health Care Journey to Excellence presents testedprinciples and best practices to help improve your corporateculture and customer satisfaction, which will lead to loyalty,stability, sustained productivity, and profitability in your ownorganization.

For three consecutive years, Baptist Health Care has been rankedas one of Fortune magazine's 100 Best Companies to Work for inAmerica. All five of Baptist Health Care's hospitals have spentmultiple years in the top one ...

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Overview

The Baptist Health Care Journey to Excellence presents testedprinciples and best practices to help improve your corporateculture and customer satisfaction, which will lead to loyalty,stability, sustained productivity, and profitability in your ownorganization.

For three consecutive years, Baptist Health Care has been rankedas one of Fortune magazine's 100 Best Companies to Work for inAmerica. All five of Baptist Health Care's hospitals have spentmultiple years in the top one percent in patient satisfaction basedon survey results from the largest hospital patient database in theworld. In 2004, President George W. Bush awarded the company thecoveted Malcolm Baldrige National Quality Award. But Baptist HealthCare was not always a success story.

In 1995, Al Stubblefield and his management team had to facesome harsh realities: patient satisfaction rating had reached anall-time low; recent corporate reengineering efforts had damagedemployee morale; and five years of merger discussions with threedifferent organizations further devastated morale. Al's suspicionswere confirmed when an attitude survey conducted among hisemployees made it abundantly clear: they were not pleased with theBaptist Health Care experience. In addition to the internalconflicts, their flagship hospital was competing against two otherfacilities owned by national health care conglomerates with biggerbudgets and deeper pockets. Outspending them was simply notpossible.

This is the story about how one company beat the odds andrebounded to become a leader in its field and a pioneer inmanagement. By creating a cultural transformation within theirBaptist Health Care organization, employees became engaged andinspired to perform at the highest levels. Their positive outlooktranslated into a level of service and operational excellence thathas become the national benchmark. Through their story, you toowill learn how to transform your organization into a WOW! culturewith a passion for excellence.

BAPTIST HEALTH CARE's (BHC) flagship organization, BaptistHospital, Inc., was the winner of the 2003 Malcolm BaldrigeNational Quality Award. BHC has created the Baptist Health CareLeadership Institute, which provides custom designed consulting andtraining services that help organizations develop and sustain aculture that strives for performance excellence and achieves highlevels of customer and employee satisfaction. Find out more atebaptisthealthcare.org and baptistleadershipinstitute.org.

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Product Details

  • ISBN-13: 9780471708902
  • Publisher: Wiley
  • Publication date: 11/28/2004
  • Edition number: 1
  • Pages: 240
  • Sales rank: 335,584
  • Product dimensions: 6.28 (w) x 9.06 (h) x 0.40 (d)

Meet the Author

AL STUBBLEFIELD is President and CEO of Baptist Health Care Corporation—a position he has held since 1999 (he has been with the company since 1985). He is on the board of directors of the American Hospital Association, VHA Southeast, and the Health Research and Educational Trust, and is Chairman of the Regional Policy Board 4. Stubblefield is also a Fellow of the American College of Healthcare Executives and has served on the board of the Florida Hospital Association.

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Table of Contents

About the Author.

Foreword.

Acknowledgments.

Introduction: From Ouch! to Wow!

1. In Search of Competitive Advantage.

FIVE KEYS TO ACHIEVING SERVICE AND OPERATIONAL EXCELLENCE.

KEY ONE: CREATE AND MAINTAIN A GREAT CULTURE.

2. Committing to the Mission.

3. Maintaining a Balanced Approach: Pillars of OperationalExcellence.

4. Fueling Employee-Driven Culture Change.

5. Engaging Your Workforce: Communicate, Communicate,Communicate!

KEY TWO: SELECT AND RETAIN GREAT EMPLOYEES.

6. Selecting the Best Employees.

7. Maximizing Employee Loyalty.

8. Celebrating Successes Through Reward and Recognition.

KEY THREE: COMMIT TO SERVICE EXCELLENCE.

9. Maintaining Quality Through Service Teams.

10. Scripting for Superior Service.

11. Developing Rounding and Service Recovery Techniques.

KEY FOUR: CONTINUOUSLY DEVELOP GREAT LEADERS.

12. Establishing Ongoing Leadership Training.

KEY FIVE: HARDWIRE SUCCESS THROUGH SYSTEMS OFACCOUNTABILITY.

13. Building a Culture that Holds Employees Accountable.

14. Beyond Baptist Health Case: Other Systems on the Journey toWOW!

Appendix: What About the Physicians?

Index.

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