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
• A companion website that includes: Synopses of chapter contents, learning goals and milestones for each chapter, and questions for reflection or discussion

The first edition of The Well-Managed Healthcare Organization won the American College of Healthcare Executive's James A. Hamilton Book of the Year Award.

Instructor Resources: Teaching suggestions, discussion questions with talking points, PowerPoint slides of figures, keywords, and questions to debate, author-led discussion forum, and gradable questions and answer guides.