Boone Hospital to Employees: Be Nice or Leave

Boone Hospital Center, Columbia, Mo.

Dates of Project: January to September 2006

Field of Work: Hospital organizational culture.

Synopsis of the Work: Transforming Hospital Culture was a national program of the Robert Wood Johnson Foundation in which 10 hospitals documented their stories of improving their organizational culture, with the goal of helping other hospitals understand how to create and sustain culture change in their institutions.

Boone Hospital Center in Columbia, Mo., one of the participating hospitals, focused on emphasizing customer service in its transformation. The new culture included requiring employees to be nice, empowering them to solve problems, and employee recognition programs. Read more in the sidebar.