Although Our Lady of the Lake had long been the dominant and preferred hospital in Baton Rouge, in 2001 the need for change became clear as the hospital saw community perceptions erode due to lackluster service delivery. Recognizing that no improvement goals would be accomplished without an engaged workforce, the corporate
communications team set out to help the organization define a culture of excellence, altering long-ingrained habits and attitudes. Learn how messages shifted from reactive to motivational, using creativity and timely tactics to change
behavior. Hear how complementary reward and recognition strategies capture employees' attention and create accountability for performance, including demonstrated improvement in patient and employee satisfaction.