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

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


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"This crystal-clear book offers to any who will listen invaluable, detailed guidance on how and why to move toward a true culture of excellence in hospital care. It isn't easy, but, as their results show, it's a journey well worth taking."—Donald M. Berwick, MD, president and CEO, Institute for Healthcare Improvement

The Baptist Health Care Journey to Excellence presents tested principles and best practices to help improve your corporate culture and customer satisfaction, which will lead to loyalty, stability, sustained productivity, and profitability in your own organization. Order your copy today!

Product Details

ISBN-13: 9780471708902
Publisher: Wiley
Publication date: 11/28/2004
Pages: 240
Product dimensions: 6.20(w) x 9.10(h) x 0.80(d)

About 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.

BAPTIST HEALTH CARE's (BHC) flagship organization, Baptist Hospital, Inc., was the winner of the 2003 Malcolm Baldrige National Quality Award. BHC has created the Baptist Health Care Leadership Institute, which provides custom designed consulting and training services that help organizations develop and sustain a culture that strives for performance excellence and achieves high levels of customer and employee satisfaction. Find out more at and

Table of Contents

About the Author vii

Foreword ix

Acknowledgments x

Introduction: From Ouch! to WOW! xii

1. In Search of Competitive Advantage 1

Five Keys to Achieving Service and Operational Excellence

Key One Create and Maintain a Great Culture

2. Committing to the Mission 19

3. Maintaining a Balanced Approach: Pillars of Operational Excellence 27

4. Fueling Employee-Driven Culture Change 37

5. Engaging Your Workforce: Communicate, Communicate, Communicate! 51

Key Two Select and Retain Great Employees

6. Selecting the Best Employees 65

7. Maximizing Employee Loyalty 77

8. Celebrating Successes through Reward and Recognition 95

Key Three Commit to Service Excellence

9. Maintaining Quality through Service Teams 115

10. Scripting for Superior Service 129

11. Developing Rounding and Service Recovery Techniques 142

Key Four Continuously Develop Great Leaders

12. Establishing Ongoing Leadership Training 159

Key Five Hardwire Success Through Systems of Accountability

13. Building a Culture that Holds Employees Accountable 179

14. Beyond Baptist Health Care: Other Systems on the Journey to WOW! 193

Appendix What About the Physicians? 205

Index 215

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