360 Degree Feedback Case Study


UMC Health System combines 360-degree feedback, employee engagement, coaching, and operational metrics to improve performance.

UMC Health System

UMC Health System in Lubbock, Texas is the primary teaching hospital for the Texas Tech University Health Sciences Center. In evaluating and improving overall performance, UMC recognizes that successful managers are those who possess both functional skills and interpersonal skills. The Talent Assessment Process helps UMC identify and improve on these critical behaviors.

Adrienne Cozart, Vice President of Human Resources for UMC, states, "We noticed that there were metrics outside of clinical ability that help us understand our performance and build a successful team. In the case of our employees with direct patient contact, it takes abilities beyond clinical skills to lead successfully. A nurse with excellent clinical skills can only succeed to a point if he or she does not have non-clinical and leadership skills." Cozart considers the same to hold true for administrative positions. "Those not directly caring for patients must also perform beyond the job-specific, technical requirements of their jobs. We find that how we get things done is just as important as what gets done."

UMC has taken performance measurement and accountability seriously. In addition to focusing on the functional or clinical aspects of performance, UMC holds its leaders responsible for the non-operational aspects as well. Evaluating whole performance by using additional measurements, such as employee engagement, patient satisfaction, and talent assessment, has provided UMC with a more complete picture. "Using a combination of clinical and non-clinical measurements has helped us gain an understanding of how our leaders are truly performing. We have a more complete picture of those who are succeeding, as well as where to focus our development and coaching efforts," indicates Cozart. The Talent Assessment Process (TAP) plays a critical role in this effort. DecisionWise works with UMC to assess and develop talent in a number of ways:
  • Analysis of leadership competencies critical to success within UMC and departmental positions
  • Assessment of talent for key positions (Director level and above)
  • Pre-hire assessment of leadership ability
  • Assessment for Succession Planning
  • Rounding out leaders who possess excellent clinical and functional skills, but may fall short in leadership skills
  • Extended coaching for key leaders
  • Assessment of behaviors that increase or decrease employee engagement
For more information on the Talent Assessment Process and UMC, please see this recent HR Pulse (the official HR publication of the American Hospital Association):

Looking Beyond the Clinical Side of Performance
HR Pulse, The Official Publication for the American Society of Healthcare Human Resources Administration
Spring 2010

A changing healthcare environment has resulted in increased focus on performance, both at the organizational and personal levels. Without considering both performance elements, healthcare organizations may not have an accurate view of how their leaders truly perform.