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

by Al Stubblefield

An insider's look at corporate culture at one of Fortune’s Top 100 Best Companies to Work for in America 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. The Baptist Health Care Journey to Excellence 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. "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!

Genres: Leadership, Nonfiction

240 pages, Hardcover

First published November 30, 2004

Reviews

[Bob Schatz]

Great transformation story!

[katie · Rating 3 out of 5]

Written by the CEO of the company I work for. Our company went from a hospital in the bottom 15% of the nation in Patient Satisfaction and Employee Satisfaction to the number one hospital in the nation in both of those categores for 6 years running. This is the story of that journey and the changes that had to be made in order to get there. In the process we were awarded the Malcolm Baldrige Quality Award by President George Bush and have been on the Fortune 100 Best Companies to Wrok for In America list 5 years in a row. Hospitals all over the nation and the world benchmark us in order to learn how to do the same thing for themselves.
This is the story of the journey we took which was both painful and worth it.

[Tina Ottley · Rating 4 out of 5]

Read this for work, we have applied many things from this book.