She gives a few examples of inspiring leaders in her article, that, while not necessarily relevant in a hospital setting, are certainly enough to get us thinking outside of the box.
I'm writing to you today on the topic of inspiration, because it's my belief that without an inspired workforce, you're dead in the water. With HCAHPS value-based purchasing looming on the horizon, an inspired workforce that's focused on delivering outstanding service has never been more important.
I strongly urge all Administrators, PI Directors, CNO's, Service Excellence councils and others involved in HCAHPS management to seize the remaining few months before VBP kicks-in, to instill a culture that is fanatical about the patient experience (before it adversely affects your Medicare reimbursement).
One of the most inspirational activities that a manager can schedule is attending the Healthcare Service Excellence Conference. The 11th Annual event will be held January 26-28, 2011 in New Orleans. While details will follow shortly, I urge you to save this date and plan to attend this important event that for the last 5 years has scored 98% in Delegate Satisfaction.