Charter Community Hospital (CHC) is one of two community hospitals in Riverside County providing care to the fifth largest urban area within California. CHC is a 373 licensed bed facility with a level II trauma designation center. Other key services provided are accredited cancer, heart, and transplant care centers. This hospital has served the community for over 100 years, employs more than 2,500 individuals with 500 healthcare providers on staff.
CHC’s mission and value statements are closely intertwined; they are a hospital determined to provide a commitment to care, comfort of patients and improving the overall health of the community. These values are demonstrated by providing health services with integrity, compassion, quality,
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CULTURE OF THE ORGANIZATION: In health care, the hospital has a deep relationship with their internal and external customers and one which travels further than the ordinary customer connection. According to the Gallup Poll research, “Disengaged employees those who are significantly disconnected from their work, cost the US economy about $300 billion a year” (Robinson, 2006 para 4). The internal customer is a very important way of thinking and measuring value within a company. The internal customer service performance is an exceptional predicator of external customer retention. Many healthcare organizations including CHC are moving assertively to balance goals, strategies, scorecards, etc. Internal customer surveys help determine whether departments are following the organization’s mission statement and values. CHC has developed a “performance-based culture”, which means it has the accomplishment of a given task measured by preset standards (Lindemann, 2011 para 1). The installation of Healthy Work Environment (HWE) has to be consistently supported and driven by senior management with a 100% acceptance