Success Story #1

Improving financial performance and increasing manager and employee satisfaction with 1:1 leadership coaching

Problem:

Customer (patient) volume was declining, and ongoing managed care challenges were turning patients away.

TEAMsmarts solution:

The Vice President of Clinical Services in charge of a 21-site network of medical group practices wanted to build site directors’ capabilities to increase customer satisfaction by improving employee commitment.

TEAMsmarts provided weekly coaching for 10 of the 21 site directors during a 6-month period. After working with senior leadership to define goals and metrics, TEAMsmarts met with each director and his/her manager to assess individual strengths, determine development needs, and create action plans.

Results:

Increased employee commitment and teamwork:

• 40% improvement in relationships with staff
• 38% increase in level of customer service
• 37% improvement in teamwork
• 33% higher personal job satisfaction

Increased physician satisfaction:

• 33% increase in frequency/quality of staff recognition
• 24% improvement in employee commitment
• 18% improvement in physician commitment
• 17% greater skill ratings for director communication

"As a result of the coaching program, I am managing my site more effectively…I have become a better listener, I enjoy a better relationship with my staff, and I get them to be more committed to our mission and goals…I find myself delegating more often and in more efficient ways."
- Jean Guilloteau, Director, Montefiore Medical Group