Analysis and Results---An Action Research Collaborative Inquiry Study: Organizational Factors Influencing Hospital Service Excellence

Achieving hospital patient and quality service excellence is a goal of hospitals across the United States. Medicare reimbursements linked to hospitals' quality and patient satisfaction scores effective October 1, 2012 are likely to increase hospitals' fiscal challenges. One reason hospitals may not achieve service excellence is leadership's lack of awareness of the organizational factors believed requisite to achieve service excellence. The purpose of the action research collaborative inquiry study was to identify the organizational factors preventing hospitals achieving service excellence as well as the implemented identified best practices that will facilitate hospitals achieve and sustain service excellence. The action research collaborative inquiry study involved four open-ended survey questions administered to 20 full time Studer Group coaches whose mission is working with hospitals on the journey to service excellence. Research findings identified organizational alignment and senior leadership absolute accountability and ownership as the two predominant themes requisite to achieve a culture of always-always the right thing for the patient every encounter.