Scripps Memorial Hospital Encinitas is part of the Scripps network in San Diego, CA. Scripps is a not-for-profit community-based health network, which is over 80 years old. Scripps Memorial Encinitas joined the system in 1978. Twenty years later they were struggling. Donors were alienated, which was a large problem for a not-for-profit hospital. Patients were dissatisfied with the quality of care they received. There was tension among staff and physicians. Not surprisingly, morale was low.
HP2 worked with 60 managers over nine months to install new practices for building customer satisfaction, coordination, mobilization, and managing mood. As managers developed shared values and practices, excellence and performance were ignited throughout the hospital.
Ten months after HP2 started work, the hospital won the “Excellence in Management Award” from the San Diego Business Journal. Patient satisfaction increased by 40% and morale significantly improved. As a result, donors agreed to fund a new wing, which was a remarkable turnaround from their previous stance.
Scripps network of hospitals continues to win awards in ethics, innovation, employee satisfaction and clinical excellence, both locally and nationally.