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Case - To Improve
Relations & Coordination
Bullhead Community Hospital & Healthcare System
Hospital and Adjacent
Nursing Home, Bullhead City, AZ
(5-Month Engagement)
Eased hostile work environment
by coaching inter-facility projects
Before: Hostile
environment within the facility
Before: Lack of cooperation between two nearby facilities
After: Radical
improvements in internal teamwork
After: Significant reduction in chronic employee turnover
After: Major revenue & profit improvement from improved inter-facility coordination
Engaged to reduce the hostile relationship within and between an isolated community hospital and its sister long-term-care facility.
A four-month program was developed in which mixed groups of overworked and frustrated senior staff from both facilities (forty people divided into four mixed groups) participated in specialized project-management and skills training sessions, held once a week and rotated between the two facilities.
Through coaching and facilitation, these mixed groups co-identified and co-resolved critical inter- and intra-facility problems, and developed a forum to continue the process into the future.
Results were dramatic, from both a financial and a work-environment standpoint. Previous adversaries were turned into team partners and friends. Dozens of critical problems were resolved or significantly reduced, that had plagued these facilities for years. These included issues pertaining to cost containment, quality, employee turnover, workers compensation costs and claims, insurance cost reduction, and clinical and administrative issues.
“The program
brought managers from our two sister facilities closer together, and
that was a very important result for us. What we see is improvement in
the working relationships between different people, and it supersedes
the individual groups… There was a definite empowerment of the people
that came from the program and from our interactions triggered by the
program… I am truly grateful.”
Beth Gardner,
R.N.
Vice President, Patient Service
Bullhead Community Hospital
