The VP gives the individual director their review. At this point we have
effectively disarmed them from controversy, sniping, or griping regarding
their ultimate scores. They have fixated, appropriately, on the qualitative
aspects of their performance.
Data and results
The senior management team
develops an even better rapport with
the most important level within the
organization to affect change.
1. A new level of mutual respect
between the levels of administration is created.
2. An ability to sway people in the
direction that is most important is gained by playing to their
3. We gain a much better handle on
the level of maturity, team building, and diversity in the knowledge, skills, and abilities of the
4. We achieve quantitative improvement in our overall level of
engagement, as measured by
the Health Care Advisory Board
Employee Engagement Survey
tool. The entire hospital has gone
from 18 percent to 39 percent
to 41. 5 percent (75th percentile)
employee engagement, after only
two rounds of this type of employee service director review.
Significant gains have been made
in other areas as well. Our organiza-tion-wide productivity increased by
almost 10 percent from last year and
we ended our FY 2011 at greater than
Our customer satisfaction,
measured through the Professional
Research Corporation, (PRC) has
increased in all major areas as follows: ED 80th to 87th percentile,
inpatient 65th to 81st percentile, and
outpatient from 50th to 95th percentile. Our quality, as measured by
the Hospital Quality Alliance (HQA)
has also increased from 80 percent
compliance to 90 percent compliance
during this period of time.
In addition to this new approach
to director performance review, we
have been making many significant
changes, as mentioned above, to
accomplish our goals. The senior
management team firmly believes
that this easy, inexpensive, innovative change has been a very important ingredient in our ability to get
bottom line results.
James Bleicher, MD, is president and CEO of Verde Valley Medical Center in Cottonwood, AZ.James.Bleicher@nahealth.com
Nick Paslidis, MD, PhD, was chief medical
officer at Verde Valley.
Jennifer Brewer is chief
nursing officer of Verde
Valley Medical Center in
Barbara Dember is vice president for professional services at Verde Valley Medical Center in Cottonwood, AZ.
Rick Petereson is vice president of support
Patricia Crofford is vice president of human resources at Northern Arizona Healthcare in Flagstaff, AZ.
Dale Pugh III is vice pres- ident of marketing and public relations at Northern Arizona Healthcare in Flagstaff, AZ.
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