High Performance Healthcare: Using the Power of Relationships to Achieve Quality, Efficiency and Resilience($22.50Value)

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In her groundbreaking book The SouthwestAirlines Way , Jody Hoffer Gittell revealedthe management secrets of the company Fortune magazine called “the most successfulairline in history.” Now, the bestsellingbusiness author explains how to apply thosesame principles in one of our nation’s largest,most important, and increasingly complexindustries. High Performance Healthcare explains the criticalconcept of “relational coordination”―coordinating work through shared goals,shared knowledge, and mutual respect.Because of the way healthcare is organized,weak links exist throughout the chain ofcommunication. Gittell clearly demonstratesthat relational coordination strengthens thoseweak links, enabling providers to deliver highquality, efficient care to their patients.Using Gittell’s innovative management methods,you will improve quality, maximizeefficiency, and compete more effectively. High Performance Healthcare walks you step by stepthrough the process of: Identifying weak areas of relationalcoordination within your organization - Transforming work practices thatare creating barriers to relationalcoordination - Building a high performance worksystem to foster consistent relationalcoordination across all disciplines The book includes case studies illustratinghow some healthcare organizations arealready transforming themselves using Gittell’sproven tools. It concludes by identifying industry-level obstacles to high performancehealthcare and showing how individual organizationsand their leaders can supportsweeping change at the highest levels. Policy changes and increased access to carewill not alone answer the healthcare industry’sproblems. Timely, accurate, problem-solvingcommunication that crosses all organizationalboundaries is a powerful response to businessas usual. High Performance Healthcare explainsexactly how to achieve this crucial dynamic,providing a long-awaited cure to an industryin crisis. Jody Hoffer Gittell teaches Human Resource Management, Operations Management, and Organizational Theory at Brandeis University’s Heller School for Social Policy and Management. She serves as a cochair of the Health Care Industry Council, and is the author of The Southwest Airlines Way and over a dozen articles on healthcare management. Prior to joining Brandeis, Gittell earned her PhD from the MIT Sloan School of Management and taught for six years at Harvard Business School. A proven business remedy for ourailing healthcare industry “Healthcare delivery systems work only when the people in them—line workers and leadership alike—are in highly functional, trustworthy, and productive relationships. High Performance Healthcare isboth theoretically sound and eminently practical—a rare combination!” –Thomas S. Inui, ScM, MD, Relationship-Centered Care InitiativeCodirector and Professor of Medicine and Associate Dean for Health Care Research,Indiana University School of Medicine “Dr. Gittell shows how a relatively small number of communication and relationship-building elementshave a direct relationship to successful performance in both healthcare and the airline industry.Her ultimate accomplishment in healthcare may be a simple tool that buildsthe individual reliability mandatory for safe patient care.” –Robert S. Hendler, MD, Vice President, Clinical Quality, Tenet Healthcare Corporation “Gittell’s book raises important issues and options that need to be addressedin any national healthcare reform effort.” –Thomas P. Glynn, PhD, Chief Operating Officer, Partners HealthCare “This is a must-read for improving organizational performance.” —Earll M. Murman, PhD, MIT Ford Professor of Engineering Emeritusand coauthor of Lean Enterprise Value “ High Performance Healthcare points compellingly to a direction for change.” —Christine Bishop, PhD, Atran Professor of Labor Economics,Heller School for Social Policy and Management, Brandeis University “Every healthcare leader needs to read this book.” —Gene Beyt, MD, MS, Senior Vice President of Medical Quality, Clarian Health “This is an important work for clinicians, educators, and administrators.” —John Wright, MD, Attending Orthopedic Surgeon,Brigham and Women’s Hospital, Harvard Medical School Jody Hoffer Gittell teaches HumanResource Management, Operations Management,and Organizational Theory at BrandeisUniversity’s Heller School for Social Policyand Management. She serves as a cochair ofthe Health Care Industry Council, and is theauthor of The Southwest Airlines Way and overa dozen articles on healthcare management.Prior to joining Brandeis, Gittell earned herPhD from the MIT Sloan School of Managementand taught for six years at HarvardBusiness School. HIGH PERFORMANCE HEALTHCARE Using the Power of Relationships to Achieve Quality, Efficiency and Resilience By JODY HOFFER GITTELL The McGraw-Hill Companies, Inc. Copyright © 2009 Jody Hoffer Gittell All right reserved. ISBN: 978-0-07-162176-2 Contents Chapter One The Challen