Five Keys to Service and Operational Excellence Video Series Join the Baptist Health Care Leadership Institute on a journey to ignite a passion for excellence throughout your entire organization! Based upon our Five Keys to Service and Operational Excellence, the innovative strategies detailed in this video series have revolutionized the face of health care and will help your organization break through conventional thinking to achieve extraordinary results. This 5-video series was developed in collaboration with VHA.

Part One: Creating a Culture that Inspires view video clip

• Three strategies essential to building a culture of excellence
• Impact of the five pillars (people, service, quality, financial, growth) in maintaining a balanced approach to excellence

Part Two: Selecting and Retaining Great Employees view video clip

• Advantage of using standards of performance, behavioral based questions and peer interviewing in selecting employees
• Reward and recognition opportunities designed to increase employee satisfaction and loyalty

Part Three: Committing to Service Excellence view video clip

• Communicating a focus on service excellence through frequent measurement, consistent feedback, recognition and storytelling
• Implementing service excellence tools such as scripting, rounding and service recovery to manage perceptions and expectations of patients and employees

Part Four: Continuously Develop Great Leaders view video clip

• Defining expected leadership behaviors through development of leadership competencies
• Role of leaders in teaching others to excel organization-wide

Part Five: Hardwiring Success Through Systems of Accountability view video clip

• Applying tools such as 90-day plans and leader report cards to maintain focus on priority areas
• Incorporating the principles of alignment, deployment and consistency to ensure accountability

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NEW! Best Practices Series II: Sustaining Service and Operational Excellence
This LIVE Satellite Series picks up with Baptist Health Care’s advanced strategies – focusing on how to transform your good organization into a great one, moving beyond successful results to extraordinary and maintaining the improvements. Featured health care organizations will also share real-world examples of how to take current initiatives to the next level and beyond. To register, call (800) 842-5146 or email vhacustomerservice@vha.com.

This series is recommended for health care administrators, department leaders, physicians, and nurses.
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