Challenge

A leading Baltimore hospital, known for its generous charitable contributions amounting to $27,128,946 and boasting assets that totaled $549,248,000, encountered a significant challenge. The senior leadership team was keenly aware of the pressing need to address the diverse demographic shifts among their students, patients, and staff, recognizing the profound business implications for various facets of their operations. These included the recruitment process, employee retention, overall teamwork, productivity, quality of healthcare, and financial stability. The goal was to foster a workplace culture where diversity was not only acknowledged but deeply valued, cultivating an environment of honor and respect. By doing so, the hospital aimed to attract and retain a wide range of talent, enhancing engagement in teaching, working, learning, and serving in an increasingly diverse world.

Solution

With my help, an advisory committee was created to design a strategic plan to include faculty, students, staff, and patients. Vision, mission, and comprehensive strategies were established whereby students, faculty, and staff from diverse talent pools would experience a genuine sense of belonging, engagement and achievement. The plan was designed to integrate and align with their mission of education, research and patient care. Some of the methods utilized were trainings, consulting, and coaching.

Results

The organization created buy-in from both physicians and healthcare employees. Their teams became more cohesive, collaborative and committed. For measuring results, they utilized their annual survey which showed an increase in employee satisfaction and engagement. Morale was notably up which positively affected the quality of patient care, processes, efficiencies, and profits. A “Train-the-Trainer” program was launched to ensure organizational empowerment in continuing the improvement process.

About The Hospital

For more than 150 years, the hospital has been dedicated to the art of healing by providing exceptional medical care and patient compassion through state-of-the-art medical technology. They are truly a leader in service excellence.