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Some Things Never Change: Our Core Beliefs
May 30, 2010

Posted by chcablogadmin in : Innovation, Leadership
Peggy reminds us what is important as we navigate through increasingly difficult times while staying true to our mission. Her blog is particulary timely. We will have the opportunity to hear directly from the authors she mentions at the session, Orchestrating the Clues of Exemplary Hospital Service: Lessons from Mayo Clinic, at the Executive Dialogue in Dallas next week. – Don


by Peggy Troy, CEO
Children’s Hospital of Wisconsin

Peggy Troy

As children’s hospitals continuously adapt to the business environment, it’s good to know that some things never change. The things we believe most passionately become our touchstones as we manage change. Fundamental beliefs are that the child and family come first, and that we must surround them with a caring and cared-for team of professionals to deliver the very best service.

A great book that talks about this is Management Lessons from Mayo Clinic by Leonard Barry and Kent Seltman. Putting the needs of patients first is the core value at Mayo, and that value is shared by children’s hospitals. In many ways, we deliver on that value. In other ways, our journey continues. It’s easy to focus on the task of the day and miss the bigger picture of collaborative care and purposeful partnership among care givers. We’ve got a lot of the individual pieces right, so let’s celebrate! Let’s also acknowledge that sometimes the pieces don’t quite fit together. The gaps and rough edges are our greatest opportunity.

I’m proud that Children’s Hospital of Wisconsin is a learning, growing organization. We’re finding new ways to work that better support our patients and their families. As at other children’s hospitals, our leaders pull important ideas from Studer, Barry, Seltman, our peers and our staff. We’ve incorporated ideas like improved communication through team rounding, partnership building, and the delivery of service excellence into our work, our minds and our hearts. It has become the fiber of who we are. Providers and staff benefit; there’s a buzz in the workplace. It’s the kind of place you want to stay, the kind of place where you know you can do great work.

 Most of all, our children and families benefit when we can seamlessly wrap them in the care and services they need. As we’re measuring and monitoring our performance metrics, let’s remember our real goal. Everything else is a step along the way.

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