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HBOK 1-392

Title Rural Hospital Thrives With Continuous Improvement and Innovation
Author(s) Janet Jacobsen
Source Case study
Topic Organizational Culture

Engaging and Empowering the Workforce

Abstract Not long ago, poor internal communication, low morale, and high staff turnover were the norm at Wright Medical Center. A new CEO ushered in a culture change with the hospital focusing on open communication and accountability. Soon publicly sharing all patient comments—both positive and negative—became standard practice. After implementing a pillar system with six key areas for performance improvement, Wright Medical Center is now a destination of choice for healthcare in north central Iowa with patient satisfaction scores among the highest in the nation. During its decade-long quality journey, the hospital captured several state and national awards, including two Press Ganey Summit Awards as well as silver and bronze awards in the Iowa Recognition for Performance Excellence program.
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Reference Code 1-392

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