Verity Healthcare

What front-line work taught 1 Mississippi hospital CEO


All through his 20 years in healthcare — together with as a crucial care nurse early in his profession — Rob Coleman, BSN, RN, has embraced the worth of management visibility.

“We’re by no means too busy to be bodily current for workers,” Mr. Coleman, who has been with Memphis, Tenn.-based Baptist Memorial Well being Look after 15 years, advised Becker’s. “That goes a great distance in order that they know in the event that they want one thing or if there’re obstacles that must be mentioned or labored by, we work by that with them and hear.”

Mr. Coleman was appointed CEO of Baptist Memorial Hospital-Golden Triangle in Columbus, Miss., in 2023. The 323-bed acute care hospital is one among simply 12 within the U.S. to earn 26 consecutive “A” security grades from The Leapfrog Group.

An engaged workforce and a tradition of security are key drivers of this accomplishment, Mr. Coleman stated. Nationally, the hospital’s most up-to-date worker and supplier engagement scores ranked within the ninetieth and 94th percentiles, respectively. 

“These engagement scores are a direct reflection of the intentional tradition we have constructed right here, fostering respect and clear communication throughout all strains,” he stated.

One instance of Baptist Golden Triangle’s deal with security is its efforts to cut back main cesarean part charges amongst new moms. Hospital management enhanced collaboration and engagement with OB physicians, reducing main C-section charges from about 25% to 19%, Mr. Coleman stated. To help this initiative, senior management meets weekly with key administrators and managers to handle and take away obstacles for front-line employees.

In 2024, the hospital prioritized bedside shift experiences to enhance communication with sufferers and their households whereas boosting affected person engagement. 

“Our work has led to an enchancment in total HCAHPS scores throughout all domains, rising from a 75.54 imply rating to 77.12 in 2024,” Mr. Coleman stated. This can be a important achievement as a result of the upper affected person satisfaction scores are, the more difficult it’s to maneuver the needle and obtain important features, he added.

Every day affected person visits throughout shift experiences have been instrumental in these enhancements, he stated.

“We do these each day affected person visits to enhance the communication with sufferers and households, so the households can ask questions on the time that these shift experiences are performed,” Mr. Coleman stated. “That has had an incredible impression on enhancing our affected person engagement scores.”

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