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You are here > Home > Reading Lists > Health Administration > The Baptist Health Care Journey to Excellence The Baptist Health Care Journey to
Excellence: Creating a
Culture that WOWs! Hardcover Edition
"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. A 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. Topics covered include:
This insightful book 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. The definition of insanity is repeating the same behavior and expecting different results. As COO of Baptist Health Care, Al Stubblefield realized that change was necessary in his work environment. Later as CEO, he decided to establish a common vision that would alter the culture of the organization. The culture is what really matters, he maintains. If there is no winning culture, the business can't succeed and compete over time. He set benchmarks and best practices for other organizations to measure themselves against by creating a service-centered culture that cared first and foremost about customer satisfaction. Stubblefield provides a case study of this improvement process, he explains how he made his company one of Fortune's Top 10 Best Companies to Work for in America. Al Stubblefield (Pensacola, FL) is President and CEO of Baptist Health Care Corporation, a position he has held since 1999. He is on the board of directors of the American Hospital Association, VHA Southeast, and the National Committee for Quality in Health Care, and is Chairman of the Regional Policy Board 4. Geoffrey Colvin is Editorial Director of Fortune magazine. (information provided by the publisher) You may also be interested in / The Directory of Healthcare Recruiters / Jump to a List / Health Administration & Leadership / Physician Executive, Medical Staff & Practice Management / Finance, Accounting, Economics, Billing & Reimbursement / Coding for Hospital, Physician & Clinical Services / Law, Malpractice, Ethics, Accreditation & Compliance / Quality Improvement, Outcomes & Customer Service / Risk Management, Security, Error Reduction & Patient Safety / Information Systems, Technology & Medical Records / Clinical Management & Executive Nursing / Behavioral Health, Social Work & Psychiatry Management / Human Resources, Management & Supervision / Directories, Data, Trends & Benchmarks / Software & CD-ROMs / Gift Ideas & Recommended Gifts / Journals, Magazines & Newsletters / Search for Books / Books Index / Go to / Home Page / Toolbox for Health Administrators / Bookstore |
