Strategic Planning Survey Results

In August 2012, approximately 4,400 individuals from across the clinical enterprise were invited to participate in a survey to weigh in on the strategic priorities of the Keck Medical Center of USC. This included physicians, staff and administrators of Keck Hospital of USC, USC Norris Cancer Hospital, and USC Care Medical Group Inc., residents and fellows in the hospitals, and Keck School of Medicine employees who work in department billing offices.

The overall response rate to this survey was 25% percent (n=1,104), and respondents were very representative of the overall clinical enterprise.

As a result of the survey results and comments, it was decided that the a design team for People and Collaboration be added. This team was co-chaired by Senior Vice President and CEO for USC Health Tom Jackiewicz, and Keck Hospital of USC and USC Norris Cancer Hospital CEO Scott Evans. It also included members from throughout the enterprise.

Survey respondents were asked to rank Strategic Pillars in order of importance; overall, people ranked Quality and Patient Experience as most important, followed by People, Growth, Innovation, and Resource Management. These results were very similar to what the internal interview participants said.

Respondents were also asked to rank what they saw as the top 5 strategic priorities for Keck Medical Center of USC. As seen in the accompanying chart, there was strong agreement for the first 4:

  1. Improve employee morale and create a more respectful, supportive and unified culture.
  2. Improve access, service and patient-centered care.
  3. Enhance patient care facilities, infrastructure and the clinical work environment.
  4. Enhance communication and collaboration at all levels of the organization.

Others showed less clear agreement.


Respondents also had the opportunity to write in comments at the end of the survey. Strikingly, 38% of respondents (over 400 people) took the time to write comments. This is practically unheard of for this sort of survey. In total, 54 pages of comments were written. These comments were passionate and to the point, sharing many opinions, observations, and personal experiences—and explaining why people selected the priorities they did for the medical center. They provided very helpful guidance in interpreting the survey results.