Proud But Never Satisfied: Ten Transformative Actions for Healthcare Systems

Today, The University of Kansas Health System (TUKHS) is a world-class academic medical center. Forover a decade, it has been nationally ranked as one of the best hospitals in America by US. News & WorldReport. But back in 1997, the opposite was true: TUKHS had the lowest patient satisfaction ranking in thenation at a grim 5th percentile. It also faced deteriorating patient volumes, higher than expected mortalityrates, unsustainable turnover, and severe shortfalls in funding.So how did TUKHS get from those dark days to where it is now? Proud But Never Satisfied shares tentransformative actions that worked. Health system executives Bob Page and Tammy Peterman explain howthey reinvented their culture, engaged their people, and "turned the Titanic around" in under a decade. Hereare the leadership lessons and strategies that readers can apply to their organizations, including:? How its patient-first culture gave TUKHS the agility it needed when the COVID crisis hit? Why Doing the Right Thing (for patients and staff) is a powerful, viable business model? How it reinvented itself from a state-administered entity to an autonomous public authority - ahigh-stakes choice forcing leaders to balance political, business, and medical interests? What it takes to hardwire consistently high expectations into your organizational culture? How to empower employees to fixate on the fix and sweat the small stuff? How acculturating an essential leadership role for all nurses improves patient outcomes? Which innovative methods work for partnering, collaborating, and advancing organizationalimpact on the broader communityNot only is this a compelling story in its own right, Proud But Never Satisfied is a practical blueprint for otherorganizations struggling to survive in the era of the pandemic. It's an inspiring treatise on how (and why) topush for continuous improvement whether you're already doing well or ready to do even better.