Coaching
Why Coaching is Important
Many of the tools, tactics and best practices used industry-wide to create healthcare organizations with outstanding service excellence were developed at Baptist Health Care. Rounding, discharge calls, and "words that work" for patient communication, to name a few. But if everyone is using them, why does achieving patient centered excellence remain a challenge for so many?
Our research indicates that many hospitals deploy some of these tools, but lack consistent execution and accountability for results. In fact, data shows that:
- Most organizations embrace a new initiative, experience some improvement, but then “rubber band” back to their previous state
- Managers in many healthcare facilities struggle with execution -- because they have “too much on their plates” for consistent focus
- Underperforming leaders and staff don’t embrace change, “nay say” and wait for initiatives to fail
In this churning and evolving healthcare environment, leaders are more challenged than ever before. We’re now responsible for more lives at a time when the healthcare industry faces soaring costs, falling reimbursement rates, rigorous standards of quality, workforce shortages and more informed patients. And as leaders we are still responsible for a successful delivery of care. Accelerating your performance, meeting goals on-time and on-budget, and sustaining performance over time are the new non-negotiables.
Our Partnership Approach
As your coach, we immerse ourselves in your business to understand what you’re doing right and where the gaps exist. Then, we work with you to develop a customized plan for improvement, help set balanced, measureable goals, and provide ongoing coaching and mentoring to help you meet and exceed them. We also help you develop a measurement and monitoring system to gauge skills transfer, consistently manage accountability, and establish that target metrics are achieved.
Your commitment to the journey is typically 2 to 3 years with dedicated focus, and a “no excuses” approach. Senior leaders adopt an evidence-based framework of goal setting and accountability management, and apply the same tools we teach to all leaders. The payoff? Your performance in service, quality, people, finance, and growth will be better than ever, exceed your goals, and be sustainable over time.
As we partner together, our work is custom, and there is no “counting days” in delivery of services. You have open access to our Learning Lab at Baptist Health Care to gain knowledge, mentorship, and experience from the key leaders and staff who have walked in your shoes.
The Keys to Performance and Patient Centered Excellence
You will experience a coaching model developed within Baptist Health Care. It has enabled Baptist’s consistent performance across the Pillars and directly contributed to a tremendous increase in quality measures, commercial pay, outpatient volume, and overall market share.
Our sequenced coaching model is called the Five Keys to Performance Excellence (Hover over each key for more information):
We are committed to your success, and we guarantee results. Please contact Scott Davis at scottd@bhclg.com to start your journey.
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