title: Le Bistro serves up cultural change.
abstract: Bristol Hospital, a 134-bed community health care system in Connecticut, has consistently been nationally ranked in the top tier of hospitals for its patient satisfaction scores. A key to this long-term distinction has been its commitment to a culture built around patient satisfaction and service excellence. Empowerment, vigilance, recognition, and celebration are the cultural cornerstones. The change has enabled the hospital to increase its market share, increase its satisfaction rankings, increase its employee retention, and enjoy consistent financial success.
authors.affiliation: Bristol Hospital, PO Box 977, Bristol, CT 06011-0977, USA. mleggitt@brishosp.chime.org
authors.forename: Mark S
authors.initials: MS
authors.lastname: Leggitt
authors.forename: Virginia N
authors.initials: VN
authors.lastname: Potrepka
authors.forename: Teresa J
authors.initials: TJ
authors.lastname: Kukolja
mesh_terms: D003237:Connecticut; D004465:Economic Competition; D006744:Hospital Bed Capacity, 100 to 299; D015285:Hospital-Patient Relations; D006764:Hospitals, Community / Q000458:organization & administration*; D006801:Humans; D007857:Leadership; D040541:Marketing; D017146:Models, Organizational; D009738:Nursing Service, Hospital / Q000458:organization & administration; D015279:Organizational Culture; D009936:Organizational Innovation; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000458:organization & administration; D011785:Quality Assurance, Health Care / Q000458:organization & administration*