LESSONS LEARNED AFTER 19 LDIs:
Sarasota Memorial Hospital, Sarasota, FL
While developing leader competencies is never a straight line, Sarasota Memorial Hospital, Sarasota FL shares these lessons learned during their five-year journey:
1. Leadership Development Institutes (LDIs) raise the bar every time. After 19 LDIs, "teamwork" at Sarasota now means that leaders in the hospitality division are cross-training to provide seamless service to patients (e.g. a leader in transport now can fill in for housekeeping). One leader in food and nutrition has a personal goal to be the first leader cross-trained in all departments in hospitality.
2. LDIs create a culture of trust. In 1998, (before LDIs) an employee lay-off on "Black Friday" left bitter nurses picketing to create negative publicity in the community. But five years later in 2003, when Sarasota was once again forced to lay off employees, its "no secrets" culture meant everyone understood well in advance about the financial impact of declining volumes. They also felt heartfelt concern and compassion from the CEO. When employees were surveyed during the same period, Sarasota's employee satisfaction did not slip.
3. LDIs ensure everyone measures what matters and takes action. In 2003, Sarasota's employees ranked in the 11th percentile nationally with respect to their assessment that "physicians treat me with respect." After LDI training on understanding physician behavior, needs, and how to handle conflict, ratings jumped to 66% a year later.
4. LDIs provide a development opportunity for in-house experts as credible presenters. Sarasota effected a $25 million turnaround in finance by training leaders on what they could do to effect change. For example, Sarasota's CFO presented "A Case for Operating Performance" to train other leaders to reduce FTE creep, spending on supplies, and better manage budgets. The controller shared a five-year financial plan while the director of finance talked about product line profitability. When training was combined with weekly and monthly monitoring of results, focus translated to results.
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