Engagement: Driving Patient Experience & Organizational Success

The Challenge

Globally renowned for clinical excellence, this top healthcare system recognized that their ability to navigate the future of healthcare required continuous improvement by highly engaged employees. Driving Patient Experience through Employee Engagement became a key strategic goal. Senior leadership assessed the need for leaders at all levels to embrace a renewed commitment to serve each other and their patients. Leadership approached Third River Partners to find strategies for building a culture led by Serving Leaders.

The Solution

Third River designed and implemented an enterprise-wide deployment of Serving Leadership to drive Employee Engagement and Patient Satisfaction. Led by the Chief Human Resources Officer, deploying Serving Leader practices became part of an integrated performance improvement approach which included senior leadership assessment and coaching, hospital and institute leadership team development, and the design of a talent and performance management system to embed Serving Leadership throughout the organization. All efforts were guided by the principle that excellent patient outcomes and experience are provided by highly engaged employees who are supported by a culture of Serving Leadership.  

The Outcome

The organization is managing the expansion of its capability to lead positive culture change and performance improvement through its community of certified Serving Leader Strategic Advisors. A Serving Leader Advisory Council of top clinical and operational professionals representing institute chairs, hospital presidents and administrators, nursing leadership, quality and safety leadership and process improvement professionals are tasked with guiding strategic design and deployment of improvement initiatives. Over 100 projects across disciplines have been impacted and accelerated by the use of Serving Leader practices.