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Dashboard helps NY hospital change its culture

Quality Improvement Monitor, May 19, 2005

A Syracuse, NY, hospital that filed for Chapter 11 bankruptcy in 2001 and kept employees in the dark about finances and patient satisfaction has put dashboards to use and embraced a more open culture, The Post-Standard of Syracuse reported May 18.

Crouse Hospital utilizes a dashboard on the organization's intranet, allowing employees to access information about the hospital's finances, patient volumes, quality measures, staff levels, and patient satisfaction, The Post-Standard reported. Everyone from physicians to housekeepers to top management can see the dashboard.

The openness is a change from the previous management's philosophy, which believed that employees would quit if they knew the hospital was in bad shape financially, a hospital official told the paper.

"Only a handful of people knew we were tanking [in 2001]," said Derrick Suehs, the hospital's chief quality officer. "If you really want to be a great place, not just for clinical reasons but you also want to be a good employer, trust is an important issue."

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