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performing physicians may have such a difficult
time adjusting their workflow or working with
new electronic medical record software, for instance. The four categories also apply to executives, and Mr. Studer says CEOs can apply the
same test to their senior management team to determine how each member might react to change.
The most remarkable leaders in healthcare understand the complexity involved in change and
take it very seriously, adds Mr. Studer.
5. They consistently manage employee
performance. By communicating and upholding clear expectations for direct reports,
CEOs can drive a culture of accountability that
permeates the entire organization. Tolerating
low performers is a fatal flaw for all organizations, but especially for those in healthcare that
hold patients' lives in their hands. And along
with their ethical obligation to patients, hospitals
should address low performers so they do not
bring other employees down.
"When we do surveys, we typically find that 8
percent of the people in an organization are
not meeting performance expectations," says
Mr. Studer. "And 50 percent of that group are
not in any performance counseling. There is no
documentation in their file showing any form of
corrective or disciplinary action."
Incidentally, Studer Group studies have found
organizations with leaders who report a high
number of low-performing employees also have
lower HCAHPS scores.
Part of creating a highly reliable organization is
consistently addressing low performance, from
the senior level team to hospital staff. The best
CEOs uphold the value of accountability to
drive performance management throughout the
organization.
"These five things not only set a CEO apart
from the rest in terms of leadership and vision,
but also make our hospitals and health systems
safer, financially stronger and more able to
quickly respond to the changes facing today's
healthcare industry," says Mr. Studer. n
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CEO Strategy, ACOs, Physician-Hospital
Integration, Improving Profits and Key
Specialties
83 Health System Executives as Speakers
Co-Chaired by Chuck Lauer and Scott Becker
May 9-11, 2013; Chicago
Westin Michigan Avenue, Chicago
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