Case Studies

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

Background

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.

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 360-degree feedback assessments, 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.

DecisionWise works with UMC in providing surveys and assessments to measure and understand the non-operational components of employee performance. Using results from employee engagement surveys, 360-degree feedback, and other psychometric assessments, DecisionWise provides coaching to hospital leaders in order to improve performance. DecisionWise also provides pre-hire assessments for key UMC positions, as well as leadership training to managers and high-potential employees.