I have shared my phone and iPad passwords with Hank. We had a long discussion about the importance of keeping them secret. Hank promised me he would not tell a soul. The next day I overheard him repeating my not so secret passwords to his mother. I asked him if he remembered our pact and if he had shared the secret. He smiled and looked me in the eye and said, Boompa I did it, I gave my Mom your password. I was thrilled that he had not made any excuse or blamed it on someone else. An honest soul, accountable for his error in judgment. I do need to do some work with him on the keeping a promise part. Integrity is not negotiable in my view of the world.
I was invited to make a few comments at the annual St. Luke’s service awards. The hall was packed with employees and their significant others to honor all who were reaching their 10th, 15th, and each 5 years through their 40th years of service. The highlight of the evening was the video interview portions from the 35 and 40 year veterans. Each of them love the work they do and appreciate the focus on the patient that has not changed in all of their years at St Lukes. Several of them mentioned the pride they have in their team and in making a difference for each patient. As I listened, it became clear do me that each employee understood the mission, vision, and values of the organization. The success of this organization in a rapidly changing environment today and over its 110 year history is in a major way a function of culture and leadership.
How does an organization with over 14,000 employees across a large geographic area sustain a culture that supports the mission and allows continual improvement in a transformative time? I first thought of DNA – it is how we solve crimes and unlock the secrets of treatment and prevention – the code gives us endless possibilities. In the case of St Luke’s I believe the culture of compassion and service provides the accountability. In the complexity of health care the code is the understanding that team work is critical to achievement of our goals – every day for every patient. We call it high reliability at St Luke’s and we all are focused on that goal. The other strand of DNA is the pride I heard from the employees about their work.
Jim Everett, former Board member and CEO of the YMCA convinced me that great leaders do not hold people accountable – rather they inspire them to hold themselves accountable. That is a fine description of St Luke’s.
Dr Bart Hill described the focus on the patient very well for the holiday season: ‘Our efforts allow us to give the gift of health back to our communities.’ Enjoy and protect your health and the health of your friends and family.
Have a healthy week end. Mike