Challenge

Top leadership, of a hospital ranked fourth in the country, wanted to cut costs while at the same time increasing the patient experience by creating respect, compassionate service, and dignity. Leadership knew that this could only be achieved by working with their greatest asset – their people. They wanted an organization that was focused on preventable healthcare, innovative growth, collaboration, effective communication, engagement, quality, and empathetic patient service. With this focus, the daunting question became how they could create buy-in with their physicians and healthcare professionals. They asked us to assist them with both cost reduction solutions and organizational high-performance.

Solution

We used their Vision and Mission as an aligning platform on which to build their desired objectives. We knew that the most effective cultural change begins top-down. So we started with top leadership and created the vision together. We rolled up our sleeves and began working across departments, disciplines, organizational levels and professional expertise. In order to launch the program, they created newsletters, intranet communication, videos with leadership’s vision, and intensive employee trainings.

Results

The organization was able to create buy-in from both physicians and healthcare employees. Their teams became more cohesive, collaborative and committed. In order to measure their results, they utilized their annual survey which indicated 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 that they could be independently empowered to continue the improvement of their process.

About The Hospital

The hospital is one of the world’s premier centers for medical education, clinical care and biomedical research with a School of Medicine and Nursing, in less than five years after the school opened in 1930, the Association of American Medical Colleges ranked them in the top quarter of medical schools in the country. Now, more than 75 years later, the hospital has a ranking of number 4 for medical schools nationally.