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“At Kaiser Permanente Hawaii, our mission is to care for Hawaii’s people like family. Clearly, if we’re going to talk to the public about ‘caring’ and ‘family’, we’d better start with ourselves. Anyone can put slogans on the wall — the real challenge is to actually walk the talk. “Even though we all had basically the same values, we weren’t always true to them at work. Pecos River helped us break up any ‘un-family-like’ behavior and recognize that deep down, we all believe in and want the same things. By exposing our common values, Pecos River made it easier for us to treat each other differently and work together more successfully. “Pecos River gives people an opportunity to experience what it really feels like to participate in a values-based environment. Something they can point to and say, ‘This is what support feels like. That’s why accountability is important. Here’s how we can accomplish more together.’ Pecos River helps people nail down what values are, what they mean and why they’re important. They provide a reference point for exploring and defining new ways of working together. What’s remarkable is the way the whole process brings people to life. “But values alone aren’t enough. We’ve also learned how to think more rationally and communicate more openly and clearly. So, our ability to solve problems and focus on objectives has improved. For example, two departmental teams used Pecos River language and skills to stop in-fighting and extinguish power struggles. Instead of completing the new program three months late, they finished three months early. “It’s astonishing how much we’ve changed. Today, there’s a greater sense of the big picture. People are more willing to step outside their own area of responsibility in order to improve the quality of patient care or invest in an organizational goal. As the quality of our relationships has improved, so has the quality of our work and our organization. In 1999, we received the NCQA Excellent accreditation, one of health care’s most rigorous and prestigious accreditation levels. We’ve also received the state quality award. And Newsweek magazine has given us their highest rating three years in a row. “Pecos River has captured the attention and imagination of our employees and physicians, and helped us create a work environment where people are upholding their values as they ‘care for Hawaii’s people like family.’” |
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