Customer Reviews

A CQI System for Healthcare

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As a healthcare professional in the field for 17 years, I have found this book to be a wonderful resource in guiding my current hospital's efforts to improve quality and patient satisfaction. We, along with most institutions, strive every day to improve our systems and the delivery of care. In addition, we asked the author to spend time with our management team to share advice and help us to focus more specifically on the relationship of the employer/employee relationship and it's effect on the employee/patient relationship. [...]

As a senior executive in a health care facility intent on improving patient care quality and customer satisfaction, Tim Mannello's chronicle of Susquehanna's initiatives effectively instructs and inspires. I have used this as a text in conjunction with leadership interventions focused on engaging staff. Results have been rewarding and Mannello's anecdotes and guidelines contribute to positive, effective culture change.

A national research firm, Press Ganey rated the Susquehanna Health System (SHS) in Williamsport, Pa. among the top 2% in nursing care and among the top 5% overall in overall patient satisfaction compared to the best hospitals in the country. How does SHS consistently earn such ratings? This book will give you the complete story.

This is a wonderful story of how one organization chose to instill a quality focus in their management and front line staff. Without this focus, this organization could not have achieved such success in consolidating various major operations among 3 previously competing hospitals in the same community. This is a success that is still enjoyed today thanks to a very strong leadership team. Mr. Tim Mannello's middle name is quality and because of this, he is a role model and mentor to many in our organization. It has been my privilege to work so closely with someone like Mr. Mannello and will proudly do my best to utilize the visionary concepts discussed in his book in my daily departmental operations.

I am a nurse for the Susquehanna Health System. I was very upset re: the comments from A reader from Williamsport, VA re: the Press Ganey Results and SHS. Quality patient care has been our top priority for years. In both the 1999 and the 2003 Press Ganey results Nursing at SHS was amoung the top 2% not the bottom. From the Corporate Objectives, to our departments performance improvements quality has been our goal. Over the years Tim Manello and all of the corporate staff have guided SHS in our committment to quality. This reader obviously has something against Tim and what a shame they had to be child-like and post it for all to see. I am proud to work for SHS and be a part of the staff. I give Tim's book five stars.

Any health care organization striving to change to a customer-centered culture should read this book, which chronicles the journey of a learning organization.
With a shared vision and systems approach, the executive team of Williamsport Hospital achieved metanoia, the drastic personal change which enabled all employees to bring quality to life by knowing everything that they do COUNTS!
Filled with references, resources and ideas, this is an exceptional resource for quality teams.

A CQI System for Healthcare emphasizes that
the quality process at The Williamsport
Hospital & Medical Center is underpinned by
the fundamental belief that the ultimate
success of any quality initiative is directly
dependent upon the inculcation of a quality
culture throughout the organization. The
establishment of that culture cannot happen
as the result of a board action or corporate
directive. Rather it must be founded on a
belief that people aspire to excel and are
nurtured by an environment that supports
personal growth and development, sustains a
commitment to continuous system improvements,
and is supported by institutional policies
and objectives that allow all constituencies
within the hospital family to recognize the
commmittment to quality as the cultural
essence of the organization. That is when a
quality effort makes the transition from a
program--that is often seen as "the
management fad of the week"--to an
organizational process that is believed and
supported by those who must live it and
produces the demonstrable results that each
of us seeks.

A CQI System for
Healthcare is not just another collection of
worn out business school axioms and wisdom,
but is an extraordinary treasure chest of
information that healthcare organizations can
apply if they perceive quality not as a
program but as a culture.

This book is a practical guide for building a patient focused hospital CQI program. It is filled with examples of low cost, high pay-off strategies and tactics which won The Williamsport Hospital national recognition as a high quality, leadership driven community hospital. A must read for anyone responsible for high quality, low cost healthcare services.

Tim Mannello's book provides valuable insights in how to go about creating a CQI culture in a healthcare environment. The Williamsport story is unique in that it seamlessly merges the dry mechanical aspects of CQI with the all important human component. The resulting synthesis is the key to the successful pursuit of quality and can be a roadmap for hospitals large and small. As a consultant who helps healthcare organizations understand quality and develop their own unique approach to it, I have been recommending this book to my clients since it's publication.