According to Henry Ford, you can't build a reputation on what you're going to do. The July 21 article regarding Mary Washington Hospital's poor independent survey patient care ratings confirms his observation.
MWH is below average because management is below average. Led by CEO Fred Rankin, MWH has touted the opening of various "centers" and "institutes," Stafford Hospital, and the winning of magnet status for its nursing care after several failed attempts. How do I know this to be so? I am constantly poked in the eye by billboards and other media reminders of what MWH has to offer and its excellent customer care.
Add to that numerous critical articles about MWH, and it becomes plain that Mr. Rankin, his legion of senior executives, and the MW Healthcare board of directors are, as Texans like to say, more hat than cattle.
Instead of exhibiting shame and working to correct failures through aggressive action, I anticipate an avalanche of excuses from Mr. Rankin and his minions about why the survey was defective.
MWH is building its reputation for poorly managed patient care. The feared Spotsylvania Medical Center should take advantage of MWH's arrogance.
Fred Rankin should manage by holding senior executives, managers, and associates strictly accountable for delivering what is promised, or he and those who do not embrace delivering what is promised should be fired.
This means management has to leave the confines of their offices to be seen and show their commitment, have fewer meetings, and listen to what patients and others have to say and act quickly to improve patient care. They need backbone.
Mr. Rankin and his executives should demolish what appears to be a culture of distrust and fear of retribution and create one that encourages delivery of excellent patient care.
Unhappy employees are often uncaring employees. Fearful employees can be more damaging.
Ronald N. Fiske
Spotsylvania