Igniting Change Through an Empowered Frontline: A Unique Improvement Approach Centered on Staff Engagement, Empowerment, and Professional Development

Abstract

Although many improvement models utilize a leadership or “top down” approach to change, North Shore University Hospital opted to ignite change by implementing a transformation model that would focus on engagement, empowerment and professional development all with the frontline staff as pivotal change agents. The approach centered around development of an “army “of frontline leaders who would work collaboratively and drive change across the organization. This innovative approach resulted in a hospital-wide culture change evidenced by remarkable improvements in quality, patient experience, professionalism, engagement, and overall care delivery. Although many improvement models utilize a leadership or “top down” approach to change, North Shore University Hospital opted to ignite change by implementing a transformation model that would focus on engagement, empowerment and professional development all with the frontline staff as pivotal change agents. The approach centered around development of an “army “of frontline leaders who would work collaboratively and drive change across the organization. This innovative approach resulted in a hospital-wide culture change evidenced by remarkable improvements in quality, patient experience, professionalism, engagement, and overall care delivery.