experiences of high-performing and Malcolm Baldrige Award-winning organizations. It describes the key drivers of success:A culture of empowerment and responsive leadership that promotes teamwork among physicians, nurses, and other staffA system for continuous improvement that emphasizes process analysis, negotiated goal setting, measurement, benchmarking, and rewardsThis edition also includes:A new chapter on building a culture of shared values, empowerment, communication, and service excellenceA new chapter on the organizational infrastructure that sustains continuous improvementStrategies for building clinical processes that delight not only physicians and nurses with effective protocols but also patients with responsive, individualized careBest practices for various operational functions, including comprehensive performance measure and organizational modelsStrategies for retaining and increasing the contribution of clinical and administrative staffReader-friendly aids, such as on-the-page definitions of terminology, synopses of chapter contents, and questions for reflection or discussionThe first edition of The Well-Managed Healthcare Organization won the American College of Healthcare Executive's James A. Hamilton Book of the Year Award.

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