Creating an Improvement Culture
Patrick Jordan
Former Chief Operating Officer
Newton-Wellesley Hospital
Patrick Jordan discusses how Newton-Wellesley Hospital transformed the organization by creating a culture that supports and encourages patient-centered care. His presentation emphasizes the importance of strong leadership, transparent information, hiring and retention practices, incentives, and organization-wide participation in providing great service.
Creating an Improvement Culture (CAHPS Webinar) [17 mins, 34 secs]
- Transcript (PDF, 178 KB)
