The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs! (Hardcover)

~ (Author) "Just as our amazing turnaround has not happened overnight, neither did our descent to such dismal satisfaction ratings occur quickly..." (more)
Key Phrases: retain great employees, peer interviewing, patient satisfaction scores, Baptist Health Care, Baptist Hospital, Bright Ideas (more...)

Editorial Reviews

Product 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!

From the Inside Flap

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.

See all Editorial Reviews

Product Details

• Hardcover: 240 pages
• Publisher: Wiley; 1 edition (November 30, 2004)
• Language: English
• ISBN-10: 0471708909
• ISBN-13: 978-0471708902
• Product Dimensions: 9.1 x 5.9 x 1 inches
• Shipping Weight: 1 pounds (View shipping rates and policies)
• Average Customer Review: 4.2 out of 5 stars  See all reviews (5 customer reviews)
• Amazon.com Sales Rank: #105,797 in Books (See Bestsellers in Books)

  Popular in these categories: (What's this?)

  #13 in	Books > Professional & Technical > Medical > Administration & Medicine Economics > Health Care Administration
  #66 in	Books > Professional & Technical > Medical > Administration & Medicine Economics > Hospital Administration
  #84 in	Books > Religion & Spirituality > Christianity > Christian Living > Business

Customer Reviews

Most Helpful Customer Reviews

19 of 23 people found the following review helpful:

5.0 out of 5 stars Inspiring, Instructive, Energizing. Must Read., December 13, 2004

By	Roger E. Herman (Greensboro, NC USA) - See all my reviews (TOP 1000 REVIEWER)    (REAL NAME)

When Gordon Bethune, then President and CEO of Continental Airlines, wrote "From Worst to First" in 1999, executives in all fields were fascinated by his tale of how he turned around a company that many had given up for dead. He told the story and unquestionably his leadership was paramount in Continental's incredible success. Of course, as you might expect from a true leader, he shared the achievement with everyone in the organization.
The tale of the turnaround, the awards, and the ongoing success helped thousands of executives and managers improve their operations.

Now Al Stubblefield steps forward in his role as President and CEO of Baptist Health Care in Pensacola, Florida. When he assumed this leadership position in 1999, he faced major challenges...but he and his team were already on the journey to excellence. The picture was bleak when the transformation began in 1995: patient satisfaction was at an all-time low, morale was dangerously low.

The 5,500 employees of this largest healthcare organization in northwest Florida worked together to become recognized by FORTUNE magazine as one of the 100 Best Places to Work, was recognized as an Employer of Choice® , and received the Malcolm Baldrige Award in 2004. The story of how this was accomplished rivals the saga of Continental Airlines. The Baptist Health Care achievement ranks as one of the most valuable case studies you'll read.

Stubblefield takes you on their journey, explaining what was done and how it was done. Examples and illustrations illuminate the text, making the path even easier to follow. Applying what you'll learn in these pages will empower you to move your organization, regardless of your field of endeavor, to substantially higher levels of performance.

Read this book now...before your competitors do!

1 of 1 people found the following review helpful:

5.0 out of 5 stars Fantastic book, November 6, 2006

By	Benjamin B. Cable - See all my reviews (REAL NAME)

Great book, well written. Hard to argue with their results. Many practical ideas.

1 of 2 people found the following review helpful:

4.0 out of 5 stars A great read., August 5, 2006

By	M. Lamberth (Lexington, KY USA) - See all my reviews (REAL NAME)

I enjoyed every page of their journey. It was fun to read and a great learning experience about how to truely engage your employees and help them behave as owners of the company.