Every Hospital Can
Achieve 5-Star Excellence
Culture Transformation Through Core Values & Conflict Intelligence
We help hospitals grow 5-star cultures of excellence, where employees flourish and patients receive exceptional care with minimal errors.
Our Big Hairy Audacious Goal
Not every hospital can receive a CMS 5-Star Rating at the same time. But every hospital can work toward that goal and achieve high-quality patient outcomes along the way.
The path begins with an unrelenting dedication to emotional and physical SAFETY, along with a commitment to truth, fairness, respect, stewardship, competence, positivity, and humility.
These are core values of excellence in hospitals. When put into practice, they shape how people interact with each other, make decisions, carry out plans, and achieve the hospital’s mission.
By intentionally grounding its culture in these core values, a hospital aspiring to excellence will develop norms, conventions, and practices that make these values real in the lives of employees, patients, families, and communities. We can show you how.
In a Flourishing Hospital . . .
Employees Flourish
Healthcare professionals and support staff are protected from harm, treated with respect, and find meaning and fulfillment in their work.
Patients Receive Excellent Care
Patients and families experience the best possible care and outcomes, with safety and quality at the forefront of every interaction.
The Hospital Is Financially Sound
Strong financial performance supports the mission, with resources allocated effectively and waste minimized.
The Community is Healthier
The hospital contributes positively to community health and well-being, serving as an anchor institution.
The Foundation:
Core Values of Excellence
The Value
SAFETY
TRUTH
FAIRNESS
RESPECT
COMPETENCE
STEWARDSHIP
HUMILITY
CONSTRUCTIVE ATTITUDE
The Normative Behavior
"We stop the line." No one is too junior to stop a procedure if a risk is seen.
"We report everything." We value unwelcome data because it helps us improve.
"We treat the system, not the person." Errors are system flaws, not character flaws.
"We honor the person." Hand hygiene is not just a rule;
it is a sign of respect for the patient's vulnerability.
"We master the craft." We do not guess or "wing it.”
"We act as stewards of authority and resources." We adhere to a "Reasonable Person" standard of care, and
we never put hospital throughput, revenue, or convenience before the patient's welfare.
"I could be wrong." We seek input from others (nurses, pharmacists, families).
"We can fix this." We reject cynicism, negativity, and learned helplessness.
The Metric it Addresses
Surgical Complications & Harm Events: Directly reduces the "Foreign Object Retained" and "Wound Dehiscence" rates that hurt the Leapfrog score.
"Decline to Report": Hospitals lose massive points on Leapfrog surveys for declining to report (e.g., Medication Safety). "Truth" mandates we report, even if it hurts initially, to establish a baseline for growth.
Just Culture / PSI-90: When staff fear punishment, they hide near-misses. Fairness increases reporting, which ironically lowers actual harm events over time.
Infections (C. diff, MRSA, CAUTI): Infection control shifts from "compliance" to "patient stewardship."
Mortality Rates: Competence drives the standardization that improves survival rates in Pneumonia, HF, and Stroke.
Readmission Rates & Discharge Safety: High readmissions often signal that a hospital prioritized clearing a bed for the next admission (system gain) rather than ensuring the patient was truly stable (trustee benefit). Fiduciary duty demands we hold the patient until they are safe, not just until their insurance days run out.
Patient Experience (HCAHPS): Doctor Communication and Responsiveness scores rise when providers listen with an open mind.
Staff Engagement: Combats the burnout that leads to "compassion fatigue" and clinical errors.
How Well Does Your Hospital Manage Conflict?
Complete our free questionnaire and receive an instant report on your hospital’s Conflict Intelligence Rating based on 20 questions in 7 areas:
Conflict Frequency and Awareness
Communication and Emotional Safety
Impact on Performance and Retention
Patient Safety and Quality
Organizational Culture and Leadership
Recognition and Fairness
Financial and Organizational Impact
