The inclusive visioning process resulted in consensus that Griffin Hospital should be patient-centered and create a unique hospital experience for patients has kept the organization true to the mission and vision even when severely challenged by extraordinary events in succeeding years.

CEO support and understanding paved the way, but the staff led implementation of the model.  The engagement of the workforce resulted in a sense of pride and ownership that continues to fuel the model of care and continual innovation.

This was one of the greatest obstacles to overcome because it required a change in the mental model and a paradigm shift in the thinking of the entire organization.  Discipline, focus, passion and commitment were the keys.  In a complex organization with competing strategic initiatives and non-aligned constituents, cultural transformation can be an elusive goal.  Leadership from the top down must continually walk the talk and demonstrate its commitment on a daily basis, allocating appropriate human and financial resources.

Consumer expectations regarding their healthcare experience continue to evolve and increase.  In addition to closely tracking financial and clinical quality outcome measures, Griffin Hospital continues to perform a consumer perception survey, patient focus groups, patient telephone surveys, employee and physician satisfaction surveys and a Planetree report cards on a regular basis (see Results).  These tools provide vital information that point to the need for change.  The correlation between employee satisfaction and patient satisfaction is documented.

Griffin employees, volunteers and physicians are empowered with information that engages them and establishes credibility for the organization and Griffin’s leadership.  Communication is widely viewed as the reason for Griffin’s strong suit in the Credibility section of Fortune’s “100 Best Benchmark.”  Employees consistently report that management is approachable and easy to talk to; they are well informed; expectations are clear and when reasonable questions are posed, a straight answer is given.