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Workforce Solutions of West Central Texas Board

High Fives in the Hallway

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Workforce Challenge

Stamford Memorial Hospital, a community hospital in rural Texas, didn’t want to become another statistic. Some layoffs had already occurred due to low patient volume. The impact of losing the hospital’s annual $5 million payroll would be significant. How could they compete with large hospitals that had newer equipment and offered a broader array of services? Community residents were already accustomed to traveling to a larger city for shopping, entertainment and other specialized services.

Workforce Solution

Rick DeFoore, CEO of Stamford Memorial Hospital was attending a lunch meeting one day where the speaker provided information about a grant program available through the local Workforce Solutions board that paid for training of new and current employees. Within a few months, the Board had connected hospital management to a training provider who helped them develop the CREATE (Courtesy, Respect, Engage, Attitude, Think and Enjoy) Leadership Training program. The hospital applied for and received a $25,000 matching grant that paid for training of all hospital employees as well as employees of a nearby assisted living facility over a 10-month period. Scheduling was challenging, but every employee participated in the program.

Outcomes & Benefits

Results have been positive, visible and immediate. There are a lot of high fives in the hallways, new patient handbooks, a new Customer Service Committee, improved employee morale and an improvement in satisfaction ratings by patients and their families. A total of 238 hospital employees and 19 nursing home employees participated in and completed the training. Patient counts have increased and world-class customer service has become the norm at Stamford Memorial Hospital.

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