Catalogue


The Baptist health care journey to excellence : creating a culture that WOWs! /
Al Stubblefield.
imprint
Hoboken, N.J. : John Wiley & Sons, c2005.
description
xiv, 225 p. : ill. ; 24 cm.
ISBN
0471708909 (alk. paper), 9780471708902 (alk. paper)
format(s)
Book
Holdings
More Details
imprint
Hoboken, N.J. : John Wiley & Sons, c2005.
isbn
0471708909 (alk. paper)
9780471708902 (alk. paper)
contents note
Introduction : from ouch! to wow! -- In search of competitive advantage -- Committing to the mission -- Maintaining a balanced approach : pillars of operational excellence -- Fueling employee-driven culture change -- Engaging your workforce : communicate, communicate, communicate! -- Selecting the best employees -- Maximizing employee loyalty -- Celebrating successes through reward and recognition -- Maintaining quality through service teams -- Scripting for superior service -- Developing rounding and service recovery techniques -- Establishing ongoing leadership training -- Building a culture that holds employees accountable -- Beyond Baptist health care : other systems on the journey to wow! -- Appendix: What about the physicans?
general note
Includes index.
catalogue key
5717166
A Look Inside
About the Author
Author Affiliation
Al Stubblefield is President and CEO of Baptist Health Care Corporation - a position he has held since 1999.
Excerpts
Flap Copy
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 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. 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 ebaptisthealthcare.org and baptistleadershipinstitute.org.
Reviews
This item was reviewed in:
SciTech Book News, March 2005
To find out how to look for other reviews, please see our guides to finding book reviews in the Sciences or Social Sciences and Humanities.
Summaries
Back Cover Copy
"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 "Al Stubblefield and his team at Baptist Health Care have achieved the triple crown of performance: the Malcolm Baldrige National Quality Award and the tops in patient and employee satisfaction. This book tells you how they did it and how you and your organization can do it, too. You will find it to be a practical and compelling guide to building a successful organization. Leadership and culture matter and this book tells you how to achieve greatness in both. It is a must for anyone and any organization that wants to achieve performance excellence." -Curt Nonamaque President and CEO, VHA "Congratulations on crafting an excellent message. I've long been a big believer in the power of authentic leadership to create a healthy company culture. This is an uplifting book about managing a company wisely toward a state of sustainable wellness. I hope the book is a great success. It's a message the world needs to hear." -Geoffrey Colvin Fortune, Editor at Large "Baptist Health Care is a national leader in developing programs to energize the workforce through positively interacting with patients and their families. The end result is improved care and clinical results. I know the program well since their team has been sharing their experiences with many of our facilities. Most importantly, IT WORKS!! Thanks for sharing." -Denny Shelton Chairman and CEO, Triad Hospitals "In my work, I visit, study, and consult with many of the world's best-run companies. Yet Baptist Health Care is truly in a class all to themselves. If you want to reach the very top of your industry, read this book, apply its principles, and learn how to hardwire your company for long-term success." -Jim Harris, PhD Chairman and President, The Jim Harris Group, Inc. Coauthor of Finding and Keeping Great Employees, a Fortune "best business book"
Bowker Data Service Summary
Al Stubblefield illustrates how Baptist Health Care went from a customer satisfaction rating of less than 20 percent to being consistently ranked in the 99 percent range.
Long Description
"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, MDPresident and CEO, Institute for Healthcare Improvement"Al Stubblefield and his team at Baptist Health Care have achieved the triple crown of performance: the Malcolm Baldrige National Quality Award and the tops in patient and employee satisfaction. This book tells you how they did it and how you and your organization can do it, too. You will find it to be a practical and compelling guide to building a successful organization. Leadership and culture matter and this book tells you how to achieve greatness in both. It is a must for anyone and any organization that wants to achieve performance excellence."-Curt NonamaquePresident and CEO, VHA"Congratulations on crafting an excellent message. I've long been a big believer in the power of authentic leadership to create a healthy company culture. This is an uplifting book about managing a company wisely toward a state of sustainable wellness. I hope the book is a great success. It's a message the world needs to hear."-Geoffrey ColvinFortune, Editor at Large"Baptist Health Care is a national leader in developing programs to energize the workforce through positively interacting with patients and their families. The end result is improved care and clinical results. I know the program well since their team has been sharing their experiences with many of our facilities. Most importantly, IT WORKS!! Thanks for sharing."-Denny SheltonChairman and CEO, Triad Hospitals"In my work, I visit, study, and consult with many of the world's best-run companies. Yet Baptist Health Care is truly in a class all to themselves. If you want to reach the very top of your industry, read this book, apply its principles, and learn how to hardwire your company for long-term success."-Jim Harris, PhDChairman and President, The Jim Harris Group, Inc.Coauthor of Finding and Keeping Great Employees, a Fortune "best business book"
Main Description
"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 ImprovementThe 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!
Main Description
"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!
Table of Contents
About the Authorp. vii
Forewordp. ix
Acknowledgmentsp. x
Introduction: From Ouch! to WOW!p. xii
In Search of Competitive Advantagep. 1
Five Keys to Achieving Service and Operational Excellence
Create and Maintain a Great Culture
Committing to the Missionp. 19
Maintaining a Balanced Approach: Pillars of Operational Excellencep. 27
Fueling Employee-Driven Culture Changep. 37
Engaging Your Workforce: Communicate, Communicate, Communicate!p. 51
Select and Retain Great Employees
Selecting the Best Employeesp. 65
Maximizing Employee Loyaltyp. 77
Celebrating Successes through Reward and Recognitionp. 95
Commit to Service Excellence
Maintaining Quality through Service Teamsp. 115
Scripting for Superior Servicep. 129
Developing Rounding and Service Recovery Techniquesp. 142
Continuously Develop Great Leaders
Establishing Ongoing Leadership Trainingp. 159
Hardwire Success Through Systems of Accountability
Building a Culture that Holds Employees Accountablep. 179
Beyond Baptist Health Care: Other Systems on the Journey to WOW!p. 193
What About the Physicians?p. 205
Indexp. 215
Table of Contents provided by Rittenhouse. All Rights Reserved.

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