See you at the forum …
Northeastern Nevada Regional Hospital Administration is dedicated to
developing a culture that puts "People First." If you have received "very
good" care, noticed increasingly positive hospital news and have a growing
confidence in the expert healthcare available at Northeastern Nevada
Regional Hospital (NNRH), then you are experiencing the first fruits of a
strategic commitment to service exellence.
In March of 2003 a group of eight NNRH employees attended a "People First"
conference held for Province Healthcare (PHC) facilities. Team leaders
from over twenty PHC hospitals convened in Chicago to share winning
strategies on how they have improved patient satisfaction scores. One of
our own April 2003 Service Excellence Award winners, Raquel Guerrero -
Director of Medical/Surgical/Pediatrics/Intensive Care Unit, presented a
program that her staff is following to improve patient services in her own
department. A 2002 American Hospital Association survey revealed that 66%
of healthcare decisions are based on word-of-mouth. Although all healthcare
institutions offer basically the same services, the difference is how well
we care and treat our customers. Relating this information to coworkers and
discussing how to improve care and services to the community is top
priority for NNRH chief executive officer, Alex Poirier. One way staff and
volunteers are educated about hospital initiatives to improve services is
through employee forums.
Poirier believes that a positive employee culture translates into better
patient satisfaction. He states, "By aligning behavior with goals and
values we can create and develop leaders in our hospital." During last
year's employee forums, workgroups created a vision which states, "
Northeastern Nevada Regional Hospital will become a recognized center of
healthcare excellence." By candidly discussing current as well as future
hospital plans and how they align with the employee designed vision
statement, Poirier affirms that administration values the skills, abilities
and enthusiasm every employee offers to achieve hospital goals.
Employees have respondedly positively to Poirier's direct focus on patient
and employee satisfaction. The success of the "People First" initiative is
top priority. Poirier says, "Service Excellence can impact financial
growth, volume growth, quality care, employee retention and employee-driven
cost savings. Employees who "live the vision" are rewarded and recognized
for their extra effort. "
By aligning behavior with goals and values, we "walk the talk." If the
directors and administration do not do the same then our employees know it
and our community knows it. The success of our hospital can be measured by
our patient survey scores and whether people want to work here. Employees
want to believe the organization has the right purpose and to know that
their job is worthwhile. If we work as a team, respond proactively to
quality concerns and continue to develop trust and cooperative
relationships with physicians, everyone reaps the benefit.
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