Eric Barber, a speaker at the marcus evans National Healthcare CXO Summit Fall 2013, on creating a culture of excellence in healthcare. Interview with: Eric Barber, President & Chief Executive Officer, Mary Lanning Healthcare

1. “Healthcare leaders need to focus on creating a culture within their organization that facilitates achieving excellence, the
highest quality of patient care that they can provide,” says Eric Barber, President & Chief Executive Officer, Mary Lanning
Healthcare. “First, they must have a vision of what excellence looks like for their organization, secondly, they must be
passionate about helping others. Otherwise, they will not be able to lead such a cultural change,” he explains.
A speaker at the marcus evans National Healthcare CXO Summit Fall 2013, in Los Angeles, California, October 20-22,
Barber points out seven key areas that leaders need to focus on in order to achieve excellence.
Passion. There must be passion at the leadership level to make the necessary changes that will lead to excellence. If you
were treating a member of your family, you would be very passionate about their care, so we want our staff to treat our
patients like they are part of the family.
Quality. How patients perceived they were treated is your reality. Link it to customer service training and help medical
staff and nurses understand the importance of customer service.
Accountability. Set clear expectations for every member of the organization and hold them accountable for not achieving
those expectations. We owe it to every single patient who comes in to have the right people working in the organization. If
certain members of the staff are not measuring up, we have to hold them accountable. In addition, the leader of the
hospital has to take ownership of the problems.
Safety. Without safety, there cannot be quality care. It must be the foundation of everything the hospital does. We should
take our Hippocratic oath very seriously and make sure that while patients are in our care we do everything to keep them
safe.
Visibility. When an organization is undergoing a cultural change, people need to see their leader to believe in him or her.
They need to be in front of staff and patients.
Accessibility. This is linked to visibility. Many hospital leaders spend too much time in their offices and not enough out and
about. In our organization, we have a communication board on every patient’s wall and my cellular number is on there.
Anyone can call me. That level of accessibility is important.
Collaboration. Hospitals are like a three-legged stool, with the community and patients as the one leg, the medical staff
as the second leg and the employees as the third. If there is no effective collaboration between all three, the stool will fall
over. All three parties must work together towards that objective of achieving excellence or shaping the culture of the
hospital.
7 Tips for Achieving Excellence in Healthcare
Eric Barber, a speaker at the marcus evans National Healthcare
CXO Summit Fall 2013, on creating a culture of excellence in
healthcare.
Interview with: Eric Barber, President & Chief Executive Officer,
Mary Lanning Healthcare

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About the National Healthcare CXO Summit Fall 2013
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October 20-22, 2013. Offering much more than any conference, exhibition or trade
show, this exclusive meeting will bring together esteemed industry thought leaders
and solution providers to a highly focused and interactive networking event. The
Summit includes presentations on the Affordable Care Act, hospital-physician
alignment, quality measurement techniques and population health management.
www.nhcxosummit.com
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