Finding Keepers: The Baptist Makes an Impression
Steve Pogorzelski, former President, Monster.com and Group President, Monster Worldwide, and co-author of Finding Keepers: The Monster Guide to Hiring and Holding the World's Best Employees, came to the Baptist in 2006 for a hip replacement and femoral osteotomy. He tells people that his experience here entirely changed his perception of health care.
Pogorzelski chose the Baptist on the recommendation of a golf partner who has been in the healthcare industry for a number of years, including a stint at one of the leading manufacturers of hip, knee and shoulder implants. It was evident that Pogorzelski was in extreme pain on the golf course and that he could not rotate his hip well enough to generate any power or distance in his swing. Because of a childhood disease, Pogorzelski had known since he was 10 years old that it was inevitable that he would eventually have to have his hip replaced, but he had avoided actually scheduling anything. He says that his friend told him, "I don't care which doctor you see but if you're going to get that hip replaced the only place to have it done is at the Baptist."
So in 2006, Pogorzelski finally bit the bullet and scheduled his procedure. And that's when he says his life changed.
The procedure itself was reasonably uneventful, but his experience at the Baptist affected him so powerfully that he actually included it in the introduction of his book, Finding Keepers: The Monster Guide to Hiring and Holding the World's Best Employees, noting, "If you want to know what kind of difference good hiring makes, invite a group of strangers to break your bones, dismantle your leg, and then reassemble the pieces while you sleep."
Pogorzelski was impressed by the culture at the Baptist - the Hospital's philosophy of Legendary Service - where every patient and visitor is treated as if they are a visitor in our home rather than being merely a name and number on a wristband. He also noted how content the employees that he came into contact with were, and how many of them had been at the Baptist for most of their careers. "New England Baptist Hospital has built a practice of finding and retaining the best employees - the keeper - by creating a virtuous cycle: build a great workplace with a unique culture, then use that workplace to attract the right people, then use those people to strengthen the culture, and use the culture to hold on to the people."
Pogorzelski says that he went into his procedure with trepidation - his past experience with hospitals not being particularly positive - and emerged with a new faith because of the people he had encountered. "The Baptist changed my life. I can now sleep through the night. I am pain-free after years of chronic pain. I can walk anywhere from Tiananmen Square to 36 holes in a single day at Bandon Dunes. My golf handicap is down six strokes. My very pronounced limp is nearly gone. I don't have to explain to people what's wrong anymore. I couldn't have done this before my surgery. What's that worth to me? You cannot put a price on it. I feel like a new man. No, in many ways I am a new man. The Baptist changed my life."