Healthcare Leadership, with Dan Nielsen dan@americashealthcareleaders.com
An article featured on Forbes.com caught my attention recently discussing Dr. David Feinberg, CEO of Geisinger Health. The article, written by Carmine Gallo and titled, “5 Astonishingly Effective Ways This Healthcare Leader is Reinventing the Hospital Experience,” offers up valuable insight and advice to aspiring healthcare leaders across America.
Gallo begins the article by briefly discussing Feinberg’s previous success with UCLA Medical System where customer satisfaction was transformed. According to Gallo, under Feinberg’s leadership UCLA went from a system where 2 out of 3 would not recommend it to a friend, to being ranked in the 99th percentile for patient satisfaction.
Gallo goes on to share 5 distinct ways Feinberg is transforming healthcare:
- “Look outside of your industry for creative ideas.” Feinberg looks outside of healthcare to see how other organizations deal with customer satisfaction. Because of this practice, he started a pilot program at Geisinger Health called ‘ProvenExperience.’ This program lets the patients rate their experience and even get refunded if their service wasn’t what was expected.
- “Find your purpose.” The article states that The Gallup organization found that one of the top two success factors for a hospital is “a clear mission, vision, and values.” Having a purpose matters, and actively working towards that purpose on a daily basis is vital.
- “Walk the shop floor.” Many of the leaders we have featured on America’s Healthcare Leaders have expressed the importance of being visible and present in your organization—to know your employees and make the rounds. Feinberg is an avid proponent of that concept, reinforcing its importance and effectiveness.
- “Coach employees to be exceptional communicators.” At Geisinger Health there is a communication program, which Feinberg helped to develop while at UCLA, called C.I. CARE:
- Connect
- Introduce
- Communicate
- Ask permission and anticipate
- Respond
- End with excellence
- “See yourself as the Chief Storytelling Officer.” Feinberg explains, “In the healthcare business, our stories are better than what you’re seeing in Hollywood. These are real-life people who are struggling and when we get it right, it feels really good… Storytelling is my most important tool as a leader.”
The article concludes by stating that Geisinger patient satisfaction scores have increased across the board in Feinberg’s first year at the helm. Feinberg is striving to be the best, and is applying these 5 concepts to truly transform the way things are done in the healthcare industry.
What can you add to the conversation? How are you transforming healthcare leadership today?
Copyright © 2016 by Dan Nielsen – www.americashealthcareleaders.com
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