Mohawk Valley Health System (formerly Faxton-St. Luke’s Health Care) was named one of the nation’s performance improvement leaders by Thomson Reuters. Faxton-St. Luke’s Healthcare and its leadership team were recognized as one of the Top 100 Hospitals in the nation for making the greatest progress in improving hospital-wide performance over five consecutive years.
As one of the largest employers in Utica, NY, Faxton-St. Luke’s Healthcare is “Setting New Standards in Healthcare” every day. Faxton-St. Luke’s Healthcare was named Business of the Year by the Mohawk Valley Chamber of Commerce for not-for-profit organizations with 50 employees or more and was recognized as one of the nation’s top hospitals in National Research Corporation’s 2008-2009 Consumer Choice Awards. Although the staff of Faxton-St. Luke’s has made major strides in increasing the quality and efficiency of their services, the employees have not always embraced developing a culture of excellence. This case records their journey to excellence as seen through the eyes of Tony Scibelli, VP of Human resources and Support Services.