There’s nothing wrong with these words, but they’re not the ones that inspire human hearts. And that’s a problem—because if you want to innovate, you need to be inspired, your colleagues need to be inspired, and ultimately, your customers need to be inspired.
Article by Gary Hamel, from Harvard Business Review, Innovation Starts with the Heart, Not the Head
I recently got a call from a CEO of a health system that encompasses several hospitals, medical practices, and clinics. Lakeland Health employs about 4,000 associates and takes in nearly $500 million per year. Its facilities are spread across the southwest corner of Michigan — where median income is 70% of the national average and the incidence of chronic diseases is substantially higher than the norm. It’s a challenging environment in which to be a healthcare provider.
The CEO knew I was a fan of passion-fueled innovation and thought he had a story I’d find inspiring, hence the call. A year earlier he had taken up his new post at Lakeland. Shortly thereafter, he had called a meeting to review patient satisfaction scores. U.S. hospitals have to report this data to the federal government, and if they fall below certain thresholds, they pay a penalty in reduced reimbursement rates. Given that, the CEO was distressed to learn that when it came to patient satisfaction, Lakeland was a laggard — with scores between the 25th and 50th percentile. How could this be?