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.
For three consecutive years, Baptist Health Care has been ranked as one of Fortune magazine's 100 Best Companies to Work for in America. All five of Baptist Health Care's hospitals have spent multiple years in the top one percent in patient satisfaction based on survey results from the largest hospital patient database in the world. In 2004, President George W. Bush awared the company the coveted Malcolm Baldrige National Quality Award. But Baptist Health Care was not always a success story.
In 1995 Al Stubblefield and his management tieam had to face some harsh realities: patient satisfaction rating had reached an all-time low; recent corporate reengineering efforts had damaged employee morale; and five years of merger discussions with three different organizations further devastated morale. Al's suspicions were confirmed when an attitude survey conducted among his employees made it abundantly clearn: they were not please with the Baptist Health Care experience. In addition to the internal conflicts, their flagship hospital was competing against two facilities owned by national health care conglomerates with bigger budgets and deeper pockets. Outspending them was simply not possible.
This is the story about how one company beat the odds and rebounded to become a leader in its field and a pioneer in management. By creating a cultural transformation within their Baptist Health Care organization, employees became engaged and inspired to perform at the highest levels. Their positive outlook translated into a level of service and operational excellence that has become the national benchmark. Through their story, you too will learn how to transform your organization into a WOW! culture with a passion for excellence.
Like other international jurisdictions, the Canadian health sector faces significant demands for change and improvement to meet the needs of the 21st Century. To achieve that goal, highly sophisticated and capable leaders are required across all dimensions of the health system. Bringing Leadership to Life in Health: LEADS in a Caring Environment examines the essence of leadership itself and what it means to be a leader in today's world. The authors describe key challenges that demand reform in the health sector, examine why better leadership is the source code for better system performance, and look at the issues that stand in the way of getting that leadership. This book describes the five domains of the Caring Environment capabilities framework: Lead Self, Engage Others, Achieve Results, Develop Coalitions, and Systems Transformation. Bringing Leadership to Life in Health: LEADS in a Caring Environment is a simple, easily accessible, and research informed book which will explain the LEADS in a Caring Environment capabilities framework that has been adopted across Canada as the foundation for health leadership talent management. This book will illustrate this framework through supportive research, relevant stories solicited from health leaders at all levels as well as the inclusion of "learning moments" to help the readers reflect on their own experiences.
"This book introduces a unique and practical coaching style as a way of interacting with colleagues, managing direct-reports, helping others solve problems, responding to change, making effective choices and developing professionally. It draws from four evidence-based models for interacting with others and facilitating change - solution-focused therapy, cognitive-behavioral therapy, motivational interviewing, and transactional analysis - and reframes them so that they are congruent with managerial and leadership terminology and provide a practical set of methods and tools for today's healthcare leader"--
Leadership for the future: core competencies in healthcare breaks down the skills a successful leader needs into two categories--system competencies, such as governance and strategy development, and personal leadership competencies, such as decision making and team building. Each comptency is brought to life with a case in point and thought-provoking questions. The book also defines ten essential knowledge areas that executives use to lead and manage organizations, including governance and organizational dynamics (behavior); human resources; financial management and economics; strategic planning and marketing; information and information systems; communications and public relations; quantitative analysis and modeling; organizational and healthcare policy; and legal and ethical issues.