Shouldice Hospital Case Summary

Topics: Physician, Hospital, Patient Pages: 11 (370 words) Published: September 11, 2010
Case
 Summary
 of
 Shouldice
 Hospital
 Ltd.
 
  Shouldice
 Hospital
 is
 a
 “focused
 factory:”
 a
 hospital
 with
 a
 specific
 area
 of
 expertise
 that
 gives
  it
 competitive
 strength
 resulting
 in
 lower
 cost,
 higher
 quality
 service
 for
 its
 patients,
 and
  better
 pay
 for
 and
 loyalty
 from
 its
 employees.
 Specializing
 in
 external
 abdominal
 hernias,
  Shouldice
 doctors
 execute
 the
 “Shouldice
 Technique”
 developed
 by
 founder
 Dr.
 Edward
 Earle
  Shouldice.
 This
 precise
 technique
 has
 resulted
 in
 early
 ambulation
 and
 higher
 success
 rates
  (greater
 than
 99%)
 for
 Shouldice
 patients
 for
 over
 55
 years.
 However,
 what
 makes
 Shouldice
  so
 successful
 is
 that
 it
 is
 not
 just
 a
 hernia-­‐healing
 hospital,
 it
 is
 an
 experience.
 
 
  To
 the
 delight
 of
 patients,
 Shouldice
 is
 more
 like
 a
 country
 club
 than
 a
 hospital:
 warm,
  inviting,
 and
 relaxing
 versus
 cold,
 sterile,
 and
 frightening.
 The
 main
 house,
 reminiscent
 of
 a
  mansion,
 is
 situated
 on
 a
 sprawling
 130
 acre
 estate
 outside
 of
 Toronto,
 Canada.
 The
  comprehensive
 patient
 experience
 includes
 orientation,
 evening
 tea,
 patient
 socializing,
 and
  encouraging
 nurses
 and
 housekeepers.
 The
 service
 continues
 beyond
 patient
 stays
 and
  continues
 at
 free
 annual
 check-­‐ups
 and
 lavish
 patient
 reunions.
 Patients
 actually
 get
 this
  superior
 technique
 and
 remarkable
 environment
 for
 approximately
 half
 the
 cost
 of
 going
  elsewhere.
 Overall,
 the
 Shouldice
 experience
 is
 one
 that
 patients
 love
 and
 tell
 their
 friends
 and
  family
 about,
 making
 word-­‐of-­‐mouth
 the
 hospital’s
 primary
 marketing
 vehicle.
 
 
  Shouldice
 is
 also
 an
 experience
 for
 its
 employees.
 Shouldice
 employees
 are
 never
 fired,
 can
  participate
 in
 profit-­‐sharing,
 and
 earn
 higher
 wages
 than
 union
 workers
 and
 other
 surgeons.
  Doctors
 make
 approximately
 15%
 more
 than
 the
 average
 surgeon
 in
 Ontario,
 receive
 monthly
  bonuses,
 and
 are
 able
 to
 work
 regular
 hours
 leaving
 them
 time
 for
 personal
 lives
 and
 families.
  These
 human
 resource
 practices
 have
 led
 to
 extremely
 low
 turnover,
 which
 supports
 the
  administration’s
 goal
 of
 having
 very
 experienced
 staff
 that
 can
 properly
 and
 effectively
  execute
 the
 hospital’s
 practices
 and
 procedures.
 
 
  The
 Shouldice
 competitive
 advantage
 boils
 down
 to
 4
 keys
 to
 success,
 which
 are
 the
 following:
  ♣
 Distinctive
 technique
  ♣
 Experienced
 staff
  ♣
 Comprehensive
 patient
 experience
  ♣
 Thoughtful
 employee
 policies
 
  These
 4
 elements
 work
 in
 unison
 at
 Shouldice
 to
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