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In This Issue:
Click here for a listing of the four Service Excellence projects
Approach Reflects Opportunity for DifferentiationService excellence stands as a clear opportunity to become the organizing principle for Brigham and Women’s/ Faulkner Hospitals (BW/F) to achieve its mission of becoming the academic and community hospitals of choice. As a means to define itself differently from other academic medical centers and community teaching hospitals, BW/F will initiate and implement several critical projects annually over the course of the next five years.
Senior leaders at BWH, Faulkner Hospital, the Brigham and Women’s Physician Organization and their strategic partners, are working with teams of physicians, nurses, managers and staff on a series of projects that will drive the future success of the organization. BW/F will begin the process with four, specific projects in 2003 as part of the first phase of the broader program.
“The key to our success will be to dedicate ourselves to a manageable number of highly visible projects that are easily defined, measurable and sustainable over time,” said BWH President Gary L. Gottlieb, MD, MBA. “We have identified four such projects that are easily definable and create the opportunity for significant impact on our culture.”
“Our patients, referring physicians, community members and employees want quality care, access, courtesy, communication and systems that work for the benefit of all of our stakeholders,” said Gottlieb. “The efforts of these project teams will be fully integrated throughout the BW/F family.”
Each project will seek innovative opportunities, examine best practices and recommend strategies for continuous improvement. Service improvement projects will be designed to create quality care, patient satisfaction, loyalty among referring physicians and a streamlined, more efficient process to more fully build accountability and financial success. The projects will be supported by the BWH Center for Clinical Excellence under the direction of Michael Gustafson, MD and Dot Goulart, RN.
In the coming weeks, Bulletin and other hospital publications will focus more closely on the goals and desired impacts of each of the four service projects.