Baptist Healthcare

Baptist Healthcare Journey to Excellence

In 2011, I intend to share some books with you that have given me tools, material, and ideas that I’ve found helpful in running my own team/facilities.

1st one, The Baptist Healthcare Jouren to Excellence.

From the cover’s inside flap …

“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 awarded 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 team 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 clear: they were not pleased with the Baptist Health Care experience. In addition to the internal conflicts, their flagship hospital was competing against two other 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.”

There are a lot of solid principles explained in Baptist.  The one I’ll point out is using …

… 90 day plans …

consistently with everyone.  Usually when you hear the line, ‘let’s put her on a 90 day plan’ you figure the writing is on the wall and that it’s only a matter of time until ‘she’ is fired.  90 plans or 60 or 30 day plans are usually put in place because someone is underperforming and needs micromanagement to work themselves back in to your good graces or out of your operation.

Baptist flips this paradigm on its head.  They preach the practice of each manager developing a personal plan for the next 90 days.  That plan ought to be developed with input from the supervisor and shared with fellow managers.  Everyone does this as a way of approaching their work thoughtfully and systematizing a culture of accountability.

Goals.  Objectives.  Growth.  Accomplishment.  Grounds for celebration (or discipline).  Empowering.  If done right (regular review as a team), these positive 90 day plans can give you a tool to help your department heads become united and elevate your operation to more effective and efficient performance.  Check out the book and start by putting yourself on a 90 day plan.  If you combine those 90 day plans with weekly one-on-ones with your managers, you’ll see an evolution from people coming to get their job done to people coming to achieve your collective vision.

Good luck!

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