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1 No one ever changes the oil in a rental car! The Florence Prescription: From Accountability to Ownership I n these challenging times, hospitals and other healthcare organizations need every possible hand on the oars. Fostering a culture of ownership isn't just about creating a nice environment in which to work and receive care, though that it is. A culture of ownership is the sine qua non for recruiting and retaining great people, ensuring optimal productivity and safe patient- centered care, and meeting the increasingly tough demands being placed on our industry by society at large. Today's hospitals can't survive, much less thrive, with hired hands on the job they need people who think like partners, people who own their work rather than just renting a spot on the organization chart. They need The Florence Prescription. Required reading for any healthcare leader that wants to set their organization apart from all The message from Nightingale is loud and clear and it means more today than ever before.

2 M. Bridget Duffy, , Chief Experience Officer, Cleveland Clinic Foundation The Florence Prescription contains that unbeatable formula of timeless and timely wisdom packaged in a thoroughly entertaining story. In these unpredictable times, organizations need leadership in every corner, not just in the corner office. Everyone and I mean everyone who works in a hospital can benefit from reading this book. Every healthcare leader should be striving to build a culture of ownership and this book is the clearest and most helpful guide I've seen for achieving that cultural transformation.. David G. Altman, , Executive Vice President for Research, Innovation & Product Development, Center for Creative Leadership Joe Tye with Dick Schwab Values Coach Inc. Joe Tye and Dick Schwab Transforming People through the Power of Values Transforming Organizations through the Power of People Jordan Creek Plaza, Box 490, Solon, IA 52333-0490 319-624-3889.

3 The Florence Prescription From Accountability to Ownership The Next Frontier for Patient Satisfaction, Workplace Productivity, and Employee Loyalty By Joe Tye (with Dick Schwab). Foreword by Charles S. Lauer Former Executive Publisher of Modern Healthcare and author of Decency The Florence Prescription Copyright 2009 by Joe Tye All rights reserved. No part of this book shall be reproduced, stored in a retrieval system, or transmitted by any means; electronic, mechanical, photocopying, recording or otherwise, without written permission from the publisher, except for providing a direct quote and providing reference to this book. Quantity discounts are available: Call the Values Coach Office at 800-644-3889. ISBN#: 978-1-887511-27-8. Cover: Detail from Florence Nightingale Receiving the Wounded at Scutari 1856 The Mission of Mercy by Jerry Barrett, 1824-1906. Oil on canvas Cover and Interior Layout Design/Production: Studio 6 Sense Dedication For Sally & Katherine, our ladies with the lamp 3.

4 4. Advance Praise for the Florence Prescription Required reading for any healthcare leader that wants to set their organization apart from all others. Joe Tye and Dick Schwab bring to life the wisdom of Florence Nightingale. In this fictional story they compel leaders to restore core values like compassion, respect, dignity and ownership as the only way to truly differentiate. The message from Nightingale is loud and we must do better than this' and it means more today than ever before.. M. Bridget Duffy, , Chief Experience Officer, Cleveland Clinic Foundation The Florence Prescription contains that unbeatable formula of timeless and timely wisdom packaged in a thoroughly entertaining story. In this story, Carol Jean Hawtrey reminds us that in these unpredictable times, organizations need leadership in every corner, not just in the corner office. Everyone and I mean everyone who works in a hospital can benefit from reading this book.

5 Every healthcare leader should be striving to build a culture of ownership in his or her organization, and this book is the clearest and most helpful guide I've seen for achieving that cultural transformation.. David G. Altman, , Executive Vice President for Research, Innovation & Product Development, Center for Creative Leadership The Florence Prescription is a delightful read because of the compelling case it makes for deploying the enduring and profound strategies the first professional hospital administrator Florence Nightingale' made in her work almost 100 years ago. Her masterful blend of compassion, courage and discipline changed the lives of countless soldiers and can be an inspiration for healthcare leaders today. Part fiction, part reality, The Florence Prescription is fun to read and then pass on to all your colleagues.. Todd Linden, President and CEO, Grinnell Regional Medical Center 5. The Florence Prescription speaks to the heart of changes that must occur in hospitals.

6 In prescribing the eight essential characteristics of a culture of owner-ship, Florence doesn't let anyone off the hook. From executive leadership to frontline workers, everyone must play a part and this book shows the way.. David Corbin, author of Illuminate: Breakthrough Results Using The Positive Power of Negative Thinking and Psyched On Service 6. The Florence Prescription From Accountability to Ownership Instilling patient-centered care is not just about changing policies and practices; it is about changing culture, which is never easily done. For staff to be empathetic to patients, the hospital must also have an empathetic culture for To achieve a culture that is patient-centered and supportive of staff, hospital leadership and staff must share common beliefs and values. Coming to these common beliefs and values may be the hardest part of achieving cultural change .. Health Care at the Crossroads: Guiding Principles for the Development of the Hospital of the Future, a white paper by The Joint Commission One does not have to look far today to see that many of Florence Nightingale's greatest concerns remain ours too.

7 In the closing months of 2007, news stories continually surfaced, revealing deep-seated problems in health care she would certainly have recognized, and which would have alarmed and exercised her.. Mark Bostridge: Florence Nightingale: The Making of an Icon Florence Nightingale became an incarnation of the values of the British people. She personified courage, selflessness, determination, industry, initiative, tenderness, compassion. By a unique combination of events, Florence Nightingale had attained a unique power.. Gillian Gill: Nightingales: The Extraordinary Upbringing and Curious Life of Miss Florence Nightingale Nightingale's enduring legacy is socially relevant because the profession of nursing shows signs of losing its soul; it is in crisis.. Barbara Montgomery Dossey et al: Florence Nightingale Today: Healing, Leadership, Global Action 7. 8. O t h e r b o o k s b y Jo e Ty e Fiction The Healing Tree: A Poet, A Mermaid, and A Miracle Never Fear, Never Quit: A Story of Courage and Perseverance Your Dreams Are Too Small The Farmer Nonfiction The Twelve Core Action Values Leadership Lessons: What You Can Learn from Tolkien's Classic Works Take the Stairs (with Roger Looyenga).

8 Personal Best: 1001 Great Ideas for Achieving Success in Your Career Staying on Top When the World's Upside Down Winning the War with Yourself Field Manual (workbook). 9. 10. Eight Essential Characteristics of a Culture of Ownership Com mitm Eng ent agem ent Pass ion Initi ativ Stew e ard ship Belo ngin g Fello wsh ip Prid e 12. Contents Foreword by Charles S. Lauer .. 15. A Note from the 19. December, 21. Chapter 25. Chapter 33. Chapter 43. Chapter 51. Chapter 59. Chapter Six .. 69. Chapter 75. Chapter 89. Chapter 101. Chapter 109. Chapter 123. Chapter 131. Chapter 147. Chapter 163. Chapter 173. Chapter 187. Epilog .. 191. 192. 193. Study 197. About the 201. Additional 202. Share The Florence 203. What hospital CEOs 204. Investment in Your 205. 14. Foreword by Charles S. Lauer T he Florence Prescription is a new inspirational book written by Joe Tye and Dick Schwab of Values Coach Inc. The book reminds us of the abiding and profound influence of one of healthcare's greatest heroes: Florence Nightingale.

9 Unless you happen to be a nurse, Florence Nightingale is a person whose name doesn't always come up in conversations about the healthcare business. And yet, she embodies the compassion, caring and enduring commitment that are so vital to healthcare's identify as a profession, discipline, industry and voca- tional calling. Educated, well-to-do, and well connected, Ms. Nightingale was a British woman who was named after the city of her birth: Florence, Italy. During the Crimean War of the 1850s, Ms. Nightingale earned her moniker: The Lady with the Lamp. In the face of horrific wartime conditions, she ministered to wounded and dying soldiers, leaving such a heartprint that she was immortalized in a poem by poet Henry Wadsworth Longfellow: Lo! in that hour of misery A lady with a lamp I see Pass through the glimmering gloom, And flit from room to room. The rest, of course, is history. The Nightingale School of Nursing, the first educational training program for nurses, was founded in Great Britain in 1860 and continues to this day at the University of Southampton.

10 International Nurses Day is celebrated each year in Ms. Nightingale's honor and she continues to serve as an inspiration to millions of healthcare professionals who realize the healthcare must reach beyond the bottom line to truly achieve greatness. Healthcare may be a business. But as Karl Bays, the CEO of American Hospital 15. The Florence Prescription Supply once told me, Healthcare is a business of caring for patients and families.. In making Florence Nightingale the conscience, guide and sage of their book, Joe Tye and Dick Schwab remind us that no matter now significant our clinical, technological and business breakthroughs, healthcare is most likely to realize its mission, vision and values through a single ingredient: people. Healthcare's identity is rooted in the patients and families it serves, but it's also anchored in the people from techs and physicians, to dieticians and nurses who serve and minister to the needs of patients and families.