MOUNTAIN VIEW, Calif., Mar. 7–CPP, Inc., publisher of the Myers-Briggs Type Indicator® (MBTI®) assessment, has released a case study on its work with St. Luke’s Hospital & Health Network in Pennsylvania. Through its Professional Services consulting division, CPP helped St. Luke’s implement and use the Myers-Briggs® assessment in innovative ways leading to improved patient satisfaction of up to 12%, increased employee retention, and stronger leadership skills.
“The Myers-Briggs assessment is the best tool we’ve found to teach communication, leadership, and teamwork skills. And we’ve had great results since we began our initiative with CPP. The Emergency department saw dramatic increases—over 12% in some categories—in patient satisfaction surveys . St. Luke’s also improved employee retention and was named one of the best places to work in Pennsylvania for three consecutive years, 2003, 2004, and 2005,” says Bob Zimmel, senior vice president of HR at St. Luke’s. “St. Luke’s is not only a great place to work, it’s a great place to be a patient.”
In 2000, St. Luke’s was facing a host of industry and operational challenges, ranging from staff retention to cost containment to patient satisfaction. CEO Rick Anderson believed the hospital had the ability to address some of the most pressing issues and created a leadership development initiative that had a three-pronged approach:
- Disseminate a new training program, including the Myers-Briggs tool, from the top down.
- Begin a series of annual leadership forums encouraging managers to think outside the box and discuss their thoughts freely.
- Become an MBTI organization by applying learnings from the assessment to enhance communication.
“The Myers-Briggs assessment was essential in helping St. Luke’s achieve the four goals of our leadership development initiative—make St. Luke’s a “best place to work,” boost employee satisfaction and retention, improve Press Ganey scores, and enhance teamwork and communication,” says Rick Anderson, CEO.
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