The Well-Managed Healthcare Organization continues its position as the most comprehensive resource on healthcare management This edition draws on the experiences of high-performing and Malcolm Baldrige Award-winning organizations. It describes the key drivers of success: # A culture of empowerment and responsive leadership that promotes teamwork among physicians, nurses, and other staff # A system for continuous improvement that emphasizes process analysis, negotiated goal setting, measurement, benchmarking, and rewards This edition also includes: # A new chapter on building a culture of shared values, empowerment, communication, and service excellence # A new chapter on the organizational infrastructure that sustains continuous improvement # Strategies for building clinical processes that delight not only physicians and nurses with effective protocols but also patients with responsive, individualized care # Best practices for various operational functions, including comprehensive performance measures and organizational models # Strategies for retaining and increasing the contribution of clinical and administrative staff # Reader-friendly aids, such as on-the-page definitions of terminology, synopses of chapter contents, and questions for reflection or discussion The first edition of The Well-Managed Healthcare Organizationwon the American College of Healthcare Executive's James A. Hamilton Book of the Year Award.