Success Story-Missouri Baptist Medical Center

Learn how Missouri Baptist Medical Center used The FISH! Philosophy to help to nearly double patient satisfaction!

Missouri Baptist Medical Center

Missouri Baptist Medical Center is a full-service, 489 bed healthcare facility located in St. Louis, Missouri and is part of BJC HealthCare.

Situation

Lack of teamwork and consistently low patient satisfaction scores.

Objectives

Improve teamwork.
Raise patient satisfaction scores.
Attract and retain high performing employees.

FISH! Approach

Introduce the practices of The FISH! Philosophy to staff.

Create an ongoing reward and recognition program designed to help employees recognize each other for living into the practices of The FISH! Philosophy.

Encourage teams to meet regularly to keep FISH! alive in their conversations and ways
of thinking.

Invite leadership to embrace and live The FISH! Philosophy.

Results

Before the introduction of FISH!, surveys were conducted to benchmark patient satisfaction levels and staff attitudes. Patient satisfaction raised from below 50% to over 90%, and in most cases staff attitude also raised 50%.