Trust, physicians, and a CEO's skills

At Crestwood Medical Center in Huntsville, AL, in 2001, physicians were reeling from frequent ownership changes. At first, the administration had a difficult time winning physicians' confidence. But a consistent level of commitment to physicians bred trust, and the administration slowly began to partner with medical staff on various projects. The physicians have now come to recognize that through the investment of their time, energy, and expertise, a desirable outcome can be obtained in partnership with the administration. Several steps that the CEO and the rest of Crestwood's executive team used to foster the strong medical staff bond included: 1. Begin by listening. 2. Recognize that the system creates rivalry. 3. Let quality patient care be your common objective. 4. Organize to foster partnered communication. 5. Remember that employees play a critical role in convincing physicians that leadership is trustworthy. 6. Hold yourself accountable.