Case Study #1

Establishing a “No Blame” Culture - Harris Methodist Hospital

Problem

Harris was experiencing departmental challenges with change and had a “we’ve always done it that way” mindset. Finger pointing and blame was running rampant.

Solution

The solution for Harris was to train it’s staff in the complete 4-session QBQ! Personal Accountability training system. Harris formally trained internal facilitators. Those facilitators then implemented QBQ! to its staff with unmatched success.

Results

In implementing the QBQ! training system on personal accountability they’ve experienced a vast reduction in the “we’ve always done it that way” mindset. QBQ! has helped the staff search for new solutions together. A number of timesaving and safety-enhancing measures have been put in place, including minimizing replication in inputting data and replacing hard copies of information with electronic ones for easier access. While these sound simple, a year ago they seemed insurmountable operating in a blame environment.

Creating a NO BLAME environment has made staff much more forthcoming about their own performance and ways to improve the system. Department employee satisfaction surveys continue to show an increase in the area of “satisfied” to “very satisfied.” As employees become more involved, there is greater overall job satisfaction. They continue to receive more open feedback regarding suggestions for improvement and changes intended to improve the services that we provide. And, plans are in the works to roll out the QBQ! training system to other departments too.