{"product_id":"the-baptist-health-care-journey-to-excellence-isbn-9780471708902","title":"The Baptist Health Care Journey to Excellence","description":"\u003cp\u003e\u003cb\u003eAn insider's look at corporate culture at one of Fortune’s Top 100 Best Companies to Work for in America\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA business can purchase, imitate, or replicate most of its elements, but when a business places its competitive advantage with its people, it can become the market leader. \u003ci\u003eThe Baptist Health Care Journey to Excellence\u003c\/i\u003e 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. Written by the man who made it happen, this book sets benchmarks and best practices for organizations to measure themselves against by creating a service-centered culture that cares first and foremost about customer satisfaction.\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e—\u003cb\u003eDonald M. Berwick, MD, president and CEO, Institute for Healthcare Improvement\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003eThe Baptist Health Care Journey to Excellence\u003c\/i\u003e 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!\u003c\/p\u003e \u003cp\u003eAbout the Author vii\u003c\/p\u003e \u003cp\u003eForeword ix\u003c\/p\u003e \u003cp\u003eAcknowledgments x\u003c\/p\u003e \u003cp\u003eIntroduction: From Ouch! to WOW! xii\u003c\/p\u003e \u003cp\u003e1. In Search of Competitive Advantage 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003eFive Keys to Achieving Service and Operational Excellence\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey One Create and Maintain a Great Culture\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e2. Committing to the Mission 19\u003c\/p\u003e \u003cp\u003e3. Maintaining a Balanced Approach: Pillars of Operational Excellence 27\u003c\/p\u003e \u003cp\u003e4. Fueling Employee-Driven Culture Change 37\u003c\/p\u003e \u003cp\u003e5. Engaging Your Workforce: Communicate, Communicate, Communicate! 51\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey Two Select and Retain Great Employees\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e6. Selecting the Best Employees 65\u003c\/p\u003e \u003cp\u003e7. Maximizing Employee Loyalty 77\u003c\/p\u003e \u003cp\u003e8. Celebrating Successes through Reward and Recognition 95\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey Three Commit to Service Excellence\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e9. Maintaining Quality through Service Teams 115\u003c\/p\u003e \u003cp\u003e10. Scripting for Superior Service 129\u003c\/p\u003e \u003cp\u003e11. Developing Rounding and Service Recovery Techniques 142\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey Four Continuously Develop Great Leaders\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e12. Establishing Ongoing Leadership Training 159\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey Five Hardwire Success Through Systems of Accountability\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e13. Building a Culture that Holds Employees Accountable 179\u003c\/p\u003e \u003cp\u003e14. Beyond Baptist Health Care: Other Systems on the Journey to WOW! 193\u003c\/p\u003e \u003cp\u003eAppendix What About the Physicians? 205\u003c\/p\u003e \u003cp\u003eIndex 215\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eAL STUBBLEFIELD\u003c\/b\u003e is President and CEO of Baptist Health Care Corporation—a position he has held since 1999 (he has been with the company since 1985). He is on the board of directors of the American Hospital Association, VHA Southeast, and the Health Research and Educational Trust, and is Chairman of the Regional Policy Board 4. Stubblefield is also a Fellow of the American College of Healthcare Executives and has served on the board of the Florida Hospital Association. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eBAPTIST HEALTH CARE's (BHC)\u003c\/b\u003e 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.   \t\u003c\/p\u003e\u003cp\u003e\u003cb\u003e\u003ci\u003e Creating a Culture that WOWs! Journey Excellence\u003c\/i\u003e\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003eThe 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. \u003c\/p\u003e\u003cp\u003eFor 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. \u003c\/p\u003e\u003cp\u003eIn 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. \u003c\/p\u003e\u003cp\u003eThis 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.\t \t \t \t \t \u003c\/p\u003e\u003cp\u003e\"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.\"\u003cbr\u003e\u003cb\u003e—Donald M. Berwick, MD\u003cbr\u003ePresident and CEO, Institute for Healthcare Improvement\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e\u003cb\u003e—Curt Nonamaque\u003cbr\u003ePresident and CEO, VHA\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e\u003cb\u003e—Geoffrey Colvin\u003cbr\u003e\u003ci\u003eFortune,\u003c\/i\u003e Editor at Large\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e\u003cb\u003e—Denny Shelton\u003cbr\u003eChairman and CEO, Triad Hospitals\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e—\u003cb\u003eJim Harris, PhD\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eChairman and President, The Jim Harris Group, Inc.\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eCoauthor of \u003ci\u003eFinding and Keeping Great Employees, a Fortune\u003c\/i\u003e \"best business book\"\u003c\/b\u003e\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990165143781,"sku":"NP9780471708902","price":27.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780471708902.jpg?v=1761786753","url":"https:\/\/k12savings.com\/products\/the-baptist-health-care-journey-to-excellence-isbn-9780471708902","provider":"K12savings","version":"1.0","type":"link"}