“Rapid Culture Change in an AMC; This is Not an Oxymoron” with Stanford’s Amir Rubin and Todd Prigge

In their talk, at NCHL’s Human Capital Investment Conference this past November, Amir Rubin and Todd Prigge share their experiences increasing both patient satisfaction scores and employee engagement in an academic medical center. Representing Stanford Hospital & Clinics, Amir Rubin, president & CEO and Todd Prigge, director, training, organizational development, and talent management, discuss how aligning processes for organizational improvements with organizational goals can lead to a much more efficient healthcare institution.

Leaders at Stanford developed the process for standard work related to human interactions entitled C-I-CARE, which was implemented in 2010. Designed to be relevant to all employees, C-I-CARE became integral to all Stanford’s operating procedures, from doctors, to nurses, to billing. Due to aggressive adherence to these policies, the organization was able to change their culture and eventually jump from the 59th percentile in patient satisfaction scores to the 87th percentile. To find out how they achieved these goals, watch their insightful talk below.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

Blog of the National Center for Healthcare Leadership

Fieldnotes on Leadership in Health and Healthcare

Fieldnotes on Leadership in Health and Healthcare

Health Affairs BlogHealth Affairs Blog

Fieldnotes on Leadership in Health and Healthcare

%d bloggers like this: