NorthStar Surgical Center in Lubbock, Texas, a member of Nashville, Tenn.-based Symbion Healthcare, celebrated its 10th anniversary on April 30.
In that time, the Center has been accredited by the Joint Commission three times and has performed approximately 89,000 cases, including total joint procedures. In 2007 the Center became affiliated with Texas Tech University in Lubbock, for which it now performs all sports medicine procedures except for men's and women's basketball. Although the NorthStar is a multi-specialty center, it is particularly known for its orthopedics, according to administrator John D. Brock. Mr. Brock, who has led NorthStar for the past six years, says one of the unique aspects of the center is that its medical market is close to one million because it has become a "hub" for the surrounding areas. In addition to its success as a healthcare provider, Mr. Brock says NorthStar has also achieved physician and patient satisfaction results that have "exceeded all expectations." Mr. Brock shares some of the keys to the center's success.
1. Recruiting talented people. Mr. Brock attributes the success of NorthStar to the physicians' and employees' pride and commitment. "Our employees truly are our product," Mr. Brock says. "Their smiles, their attitudes, the way they treat people. The physician partners have validated them to be that product and provide the NorthStar experience. That is the number one reason for the success that NorthStar has had." Half of the original employees from 2001 have remained with the center; the employees that left did so because of relocation or similar reasons, not because they were dissatisfied, according to Mr. Brock.
Although the physicians' and staff members' individual talents are important factors in achieving positive outcomes, the relationship between the two groups is perhaps more important. Physicians and staff eat meals and take breaks together, which fosters a trusting and comfortable environment, according to Mr. Brock. He says the physicians' respect for the staff is a significant part of the center's success.
2. Empowering staff and physicians. "My leadership style, especially when dealing with people who are absolutely the best in what they do, is to empower them to do their jobs," Mr. Brock says. Allowing staff autonomy earns their trust and creates job satisfaction, he explains. "Nobody likes to be micromanaged," he says. Mr. Brock, who was a hospital administrator for 20 years, said he has learned the importance of involving physicians and employees in decision-making. "We encourage suggestions and ideas; [physicians and employees] are part of the decision-making process," he says.
3. Focusing on patient care. "Patient care is the number one object here," Mr. Brock says. Quality of care has been a focus of NorthStar from the beginning, according to Mr. Brock. The Center puts a priority on patient safety, infection control and best practices. Commitment to patient care has helped build the center's financial strength as well as patient and employee satisfaction. "It impacts everything you do," he says.
Learn more about NorthStar Surgical Center.
In that time, the Center has been accredited by the Joint Commission three times and has performed approximately 89,000 cases, including total joint procedures. In 2007 the Center became affiliated with Texas Tech University in Lubbock, for which it now performs all sports medicine procedures except for men's and women's basketball. Although the NorthStar is a multi-specialty center, it is particularly known for its orthopedics, according to administrator John D. Brock. Mr. Brock, who has led NorthStar for the past six years, says one of the unique aspects of the center is that its medical market is close to one million because it has become a "hub" for the surrounding areas. In addition to its success as a healthcare provider, Mr. Brock says NorthStar has also achieved physician and patient satisfaction results that have "exceeded all expectations." Mr. Brock shares some of the keys to the center's success.
1. Recruiting talented people. Mr. Brock attributes the success of NorthStar to the physicians' and employees' pride and commitment. "Our employees truly are our product," Mr. Brock says. "Their smiles, their attitudes, the way they treat people. The physician partners have validated them to be that product and provide the NorthStar experience. That is the number one reason for the success that NorthStar has had." Half of the original employees from 2001 have remained with the center; the employees that left did so because of relocation or similar reasons, not because they were dissatisfied, according to Mr. Brock.
Although the physicians' and staff members' individual talents are important factors in achieving positive outcomes, the relationship between the two groups is perhaps more important. Physicians and staff eat meals and take breaks together, which fosters a trusting and comfortable environment, according to Mr. Brock. He says the physicians' respect for the staff is a significant part of the center's success.
2. Empowering staff and physicians. "My leadership style, especially when dealing with people who are absolutely the best in what they do, is to empower them to do their jobs," Mr. Brock says. Allowing staff autonomy earns their trust and creates job satisfaction, he explains. "Nobody likes to be micromanaged," he says. Mr. Brock, who was a hospital administrator for 20 years, said he has learned the importance of involving physicians and employees in decision-making. "We encourage suggestions and ideas; [physicians and employees] are part of the decision-making process," he says.
3. Focusing on patient care. "Patient care is the number one object here," Mr. Brock says. Quality of care has been a focus of NorthStar from the beginning, according to Mr. Brock. The Center puts a priority on patient safety, infection control and best practices. Commitment to patient care has helped build the center's financial strength as well as patient and employee satisfaction. "It impacts everything you do," he says.
Learn more about NorthStar Surgical Center.