Imagine a hospital where morale is high, employee turnover is low and patient call buttons rarely go unanswered---and if they do, you can call the hospital's CEO.
That's exactly the type of culture and service that "delights" patients and makes for the most successful community hospitals in the country, as rated by caregivers and patients, says John Griffith, professor in the University of Michigan School of Public Health.
In a newly published report, Griffith examined the attributes of 34 community hospitals in nine states that have earned the Health Care Sector Malcolm Baldrige National Quality Award, a nationally recognized quality benchmark for various industries.
Griffith's findings suggest that the single-biggest factor in patient satisfaction is hospital employee morale, which starts with outside-the-box thinking at the very top management levels.
These community hospitals had the happiest patients and caregivers, but only because these hospitals departed radically from traditional hospital management, Griffith says.
For instance, at the Florida hospital where patients receive a welcome letter with the CEO's signature and home phone number, they're also paid a visit by their unit's nurse manager, who also leaves cell and office phone numbers.
This personal service doesn't come cheaply, yet the hospitals kept costs low enough to thrive financially on standard Medicare and insurance payments, despite paying employees "extremely well," Griffith says.
"They reward a good job, both with celebration and financially with cash," he said. "One of the interesting things about these places is they don't have any nursing shortages. They have enough nurses, well-trained nurses and well-motivated nurses."
Bronson Methodist Hospital of Kalamazoo is the Michigan recipient. Oakwood Healthcare System and Henry Ford Health System received the Michigan Governor's Award for Excellence in 2008, a state-level competition based on similar criteria.