Discover the Human Side of Healthcare: City of Hope + Surgical Directions showcase how investing in clinicians leads to better patient outcomes, because healthy teams = healthier patients. Dive into their story 👇
Case Study: City of Hope
The Situation
- Surgical volume doubled in 8 years
- OR utilization soared from 50% to 100%
- Rising cancellations & cascading delays
- Burnout threatened culture & patient care
“The tipping point came on rapidly… we were facing a workforce that was ready to leave. Opening the lines of communications was important. I think it sent a strong message to our anesthesia team to hire an outside consulting firm to help us assess the situation & be an independent voice.” – Lisa Jordan, CAO & VP, City of Hope
Empathy & Alignment
- Engaged anesthesiologists in candid interviews
- Revealed frustration over endless hours & rigid pay
- Built mutual trust to create shared solutions
“Only by truly listening to clinician needs could we find a path forward together.” – Leslie Basham, CEO Surgical Directions
People-Centered Solutions
- Shift-Based Pay: Fair compensation for every hour worked
- Open Dialogue: Regular town halls & direct feedback loops
- CRNA Integration: Expanded care teams to support physicians
“When clinicians reclaimed influencer over their schedules, their passion for patient care reignited.” – Leslie Basham, CEO Surgical Directions
Lasting Impact
- Physicians working consistent 40-50-hour weeks
- Burnout rates dramatically decreased
- CRNA recruitment strengthened staffing stability
- Morale & patient-care quality skyrocketed
“The greatest impact is our physicians have a much more reasonable schedule, and they’re not showing up every day wondering when they’re going home. I think it’s made a tremendous impact on how they feel about City of Hope. It’s a special place to work, and it has allowed them to be able to reconnect with our mission to make hope a reality for all touched by cancer and diabetes.” – Lisa Jordan, CAO & VP, City of Hope
“This transformation proves that caring for our clinicians elevates care for every patient.” – Leslie Basham, CEO Surgical Directions
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