Nine Principles of the BEST Initiative

The Nine Principles were developed to provide organizations and individuals a sequenced step-by-step process to attain desired results. The Nine Principles have been called a roadmap to help leaders navigate the journey to developing an excellence-based culture. From Principle One, Commitment to Excellence and the focus on goal setting, to Principle Nine, Reward and Recognition, these principles have been a critical element to organizations’ successes.

The Nine Principles

Commit to Excellence

It all starts with a firm and measurable commitment to excellence. What is excellence? Excellence is when employees feel valued, physicians feel the organization is the best, and patients feel the service is extraordinary. A commitment to excellence impacts the bottom line while living out the mission and values of the organization. It creates alignment for our staff and leaders while putting the “why” into healthcare.

Measure the Important Things

In order to achieve excellence, an organization needs to be able to objectively assess its current status as well as progress. Principle #2 helps an organization define specific targets and measurable tools, and align the necessary resources to hit those targets.

Build a Culture Around Service

All successful change requires well thought-out processes and procedures that must become the norm or be hardwired into the organization. This principle teaches how to connect services to organizational values – script behaviors, create teams, teach service recovery, and develop standards of performance. There is no higher responsibility than to ensure high quality and a caring environment for our patients.

Create and Develop Leaders

Leadership is crucial to sustaining a culture of organizational excellence. This principle teaches how to identify current and future leaders and then how to develop, train and equip those leaders in a cost-effective manner.

Focus on Employee Satisfaction

The saying “A chain is only as strong as its weakest link,” holds true within every organization. Every employee is critical to the success of an organization. Satisfied employees do a better job. It’s that simple. This principle shows how an organization, by focusing on employee satisfaction, can improve patient and physician satisfaction while decreasing costs. Shands HealthCare strives to build a better workforce!

Build Individual Accountability

Principle #6 teaches us how to create a self-motivated workforce. It’s amazing what our staff will do when they feel ownership and alignment with the organization.

Align Behaviors with Goals and Values

Through Principle #7, we are shown how to create and implement objective, measurable evaluation systems that are tied to the Five Pillars. Leadership report cards and 90-day action plans are used to support the evaluation system, and align leadership and resources in the organization.

Communicate at all Levels

This principle, often referred to as “Managing Up,” can work magic in an organization. Change occurs when all leaders are aligned, and everyone understands what is important, and what they need to do to help accomplish organizational goals. This method speeds up the decision process, creates proactive behavior, and improves working relationships. Organizations who apply this principle will find that “administration” is often viewed in a more positive manner.

Recognize and Reward Success

Everyone makes a difference! We have created legends in our organization. A legend is an example of those who live the organizational values. By creating legends we establish real life examples for others to follow. We create win-wins for our staff and never let great work go unnoticed!