Improving Service & Quality in Healthcare

Quint Studer, founder and CEO of Studer Group interviews Bob Murphy, RN, Esq., FACHE. Bob is a well-known operations leader and national health care presenter, who joined the Studer Group after spending more than 23 years in health care. His extensive experience includes work as a registered nurse, department leader of Emergency/Trauma services, quality leader and chief operating officer. Murphy is also a paramedic, health care risk manager, and attorney and licensed fork-lift operator.

Episode Segments:

Studer Group Radio: Correcting Inconsistency Bob Murphy spends a lot of time traveling across the country, meeting with hospital administrators. He talks about the key learning’s and key tips he has acquired. He also defines inconsistency in a hospital setting , and how it can be corrected.
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Studer Group Radio: Common Problems & Uncommon Solutions Bob discusses some very common problems he has seen in the areas of finance and communication, and offers some solutions for dealing with them. Plus – why so many administrators have problems dealing with low performers
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Studer Group Radio: DESK Bob explains a technique he created called DESK, and how it can be used to assess and deal with low performers.
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Links to Related Websites:

View A Webinar By Bob Murphy On Leading Effective Meetings Leaders report that as much as 33% of their time is spent in meetings and up to 50% of meeting time is unproductive! Develop the skills and use the tools to keep your meetings focused, brief and outcomes oriented.

View A Webinar By Bob Murphy On Working With Your Leader..the Power Of Aligned Messages How do leaders deliver consistent messages to difficult questions and eliminate 'we/they' language in the organization? How can words help to inspire trust and increase compliance in your patients? What can you do to eliminate misunderstandings with your supervisor and maximize your ability to work together to achieve great results? Find out how to the use the proven tactic of 'Managing Up!' to achieve these positive outcomes and more!

View Of Video Of Bob’s Presentation To Over 1,000 Hospital Leaders On Critical Leadership Skills That We All Need But Rarely Learn Through Formal Training Bob Murphy, RN, Esq., FACHE, Senior Leader & National Speaker, Studer Group, presents "Critical Leadership Skills That We All Need, But Rarely Learn Through Formal Training" at Studer Group's National Conference, What's Right in Health Care.

Guest(s) Appearing on this Episode

Bob Murphy Bob Murphy, a well-known operations leader and national health care presenter, joined the Studer Group after spending more than 23 years in health care. His extensive experience includes work as a registered nurse, department leader of Emergency /Trauma Services, quality leader and chief operating officer. Murphy also is a paramedic, health care risk manager, and attorney and licensed fork-lift operator. He is board certified in health care administration and is a Fellow of the American College of Health Care Executives. Bob Murphy presents at health care conferences and seminars, works with directors and senior leadership teams, and provides services to current and future Studer Group clients. He has spoken to thousands of health care leaders from around the world and his experience in presenting ranges from small board rooms to vast auditoriums. Bob can address your organization on a wide variety of topics or he can customize his presentation to meet the individual needs and interests of your organization or event. He is a true difference-maker and continues to strive to make health care better. Most recently, Murphy served as the senior vice-president and administrator for Baptist Hospital in Pensacola, FL. His connection to Quint Studer, founder and CEO of Studer Group, began at Baptist in 1996 when Murphy began working with Studer, then-president of the hospital. Murphy’s efforts, along with others, have led Baptist Hospital to be ranked among the top 1% in health care customer service according to Press Ganey for over 8 consecutive years; to be named as one of Fortune Magazine’s 100 Best Companies to Work For in America for 5 years and to be awarded the Malcolm Baldrige National Quality Award for Health Care in 2003. Bob is a wonderful teacher and shares the Studer Group mission of making health care a better place for employees, physicians and patients. Follow Bob Murphy on Twitter. Learn More About Bob Murphy