The voice of one physician is unique. When 2,000 physicians share their individual perspectives, leadership can feel overwhelmed with all of these perceptions and different ideas to improve patient care. St. David’s HealthCare has devised a strategy and structures to use these powerful physician data to enhance their efforts along their Baldrige Journey to Excellence.

Highlighting top performing physicians, partnering with engagement teams and making connections to the true “Voice of the Customer” has helped St. David’s HealthCare with their strategic alignment goals. Over time, the organization has been able to build, maintain and retain important physician relationships by listening to the voice of the medical staff and continuing on their journey to become the finest care and service organization in the world.

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