Masterpieces in Health Care Leadership: Cases and Analysis for Best Practices Book

Introduction     xi
Foreword     xiii
Preface     xvii
Acknowledgments     xxi
Background     1
Masterpieces in Healthcare Leadership     1
Exemplars     1
Identifying Masterpiece Organizations     3
Inviting Contributors     3
Determining Participants and Interview Subjects     4
Designing the Research Methods     5
Masterpiece Summit     6
Research Methods     9
Healthcare Causal Flow Leadership Model     9
Behavioral Competencies     10
Data Collection     12
Interviews     12
Healthcare Leadership Inventory     15
Healthcare Climate Survey     17
Data Analysis     19
Behavioral Event Interviews Analysis     19
BEI Conclusion 1     20
BEl Conclusion 2     21
BEI Conclusion 3     21
BEI Conclusion 4     21
BEI Conclusion 5     22
Leadership Style Analysis     22
Dominant Leadership Styles     23
Backup Leadership Styles     23
Seldom-Used Leadership styles     24
Climate Survey Analysis     24
Conclusions     26
How to Read The Stories     29
Story Selection     29
The Focus Area     30
The Voices     31
The Pilot     33
Clinton Hospital     34
Work-Life Balance     34
Patients First     35
Underlying Needs of Patients     37
Follow-Up Telephone Calls     40
Family     42
Employee Selection     43
Orientation Welcome     44
Leadership Sets the Tone     46
Coaching and Being Coached     49
Teamwork     51
Rewards and Recognition     53
Extending to Community     54
Above and Beyond     56
Warm Blanket     58
Editor Commentary     60
The Listening Business     63
Fairview Hospital: A Cleveland Clinic Hospital     63
People First     63
Believing in People     64
Extended Family     66
Being Present     68
Leadership Sets the Tone     69
Best in Nation     70
Touching Lives and Hearts      75
Ministry of Caring     77
Accountability     79
Voices of the Patients     80
Heart and Soul of Housekeeping     81
Editor Commentary     84
A Culture of Coaching and Developing Others     87
Geisinger Health System     87
Role Model     87
House Calls     89
Patients First     91
Shared Vision     94
Integrated Team Approach     96
Believing in People     99
Peak Experiences     100
Developing Others     104
Coaching and Being Coached     106
Loyalty to the Patient     107
Service Hero Stories     109
Work Family     110
Editor Commentary     112
The Power of Storytelling     115
Mountain States Health Alliance     115
The Power of Storytelling     115
Connecting with Patients     119
Patients Supporting Each Other     121
Patients First     122
New Employees     124
Doing it Better     125
Soul Stories     126
The Unexpected     128
Believing in People     130
Work Family     133
Seizing the Moment     135
Coaching and Being Coached     136
Going Out of the Way     139
Editor Commentary     140
Lead or Get Out of the Way     143
The Cathedral Foundation     143
The Future of Aging     143
The Nonmission     144
Partnerships     145
Seizing the Defining Moment     146
Constancy of Purpose     148
Engaging Staff     149
The Right Fit     151
Get it Done     153
Positive Focus     155
Believing in People     156
The Unexpected     158
Respecting Diversity     161
Elder Angels     163
Near as Home     165
Editor Commentary     168
Establishing Trust Through Consistency     171
Greenwich Hospital: A Member of the Yale New Haven Health System     171
Service Journey     171
The Essence of Leadership     174
The Patient First     177
Developing People     180
First-Class Service     184
Employee Initiative and Engagement     186
Defining Moments     188
Believing in People     191
Editor Commentary     194
Connecting to a Vision     197
Sharp Healthcare     197
Communicating the Vision     197
Leadership Sets the Tone     199
The Right Fit     200
Five-Star Journey     203
Coaching and Being Coached     207
Believing in People     208
Work Family     210
Thanking Patients     211
Spirit of Caring     212
Editor Commentary     215
Meritocracy     219
Brigham and Women's Hospital, Member of Partners HealthCare System     219
Becoming a Doctor     219
Selection     225
Meritocracy     227
Fierce Loyalty     230
Enduring Relationships     230
Dedication to Patients     232
Blame-Free Culture     236
Traditions     238
Nurturing Others     241
Editor Commentary     244
Thinking Strategically     247
Robert Wood Johnson University Hamilton     247
Leadership Sets the Tone      247
Strategic Thinking     250
Doing it Better     253
Managing Up     254
Believing in People     256
Coaching and Being Coached     261
Acting Independently     263
New Employees     265
Engaging Staff     267
Healthy Community     269
Shapedown     272
Patients First     274
Editor Commentary     275
Thematic Summary     277
High Patient Satisfaction     277
Patient Comments     277
Favorable Healthcare Climate     278
Employee Comments     278
Supporting Artifacts     279
Definition     279
Function     281
Examples     281
Successful Leadership     282
References     285
Editor and Contributing Editor Bios     289
Contributor Bios     293
Index     297