New England Baptist Hospital, a 162-bed orthopedic facility in Boston, has long prided itself on its “legendary service.” But when the hospital dipped from the 99th percentile in patient satisfaction in mid-2011—the only time in the past five years—it re-tripled its efforts and now calls them “The Baptist Way.”

The Baptist Way, which has gained the hospital the Spirit of Excellence Honorable Mention for Service, helps engage employees and build passion around their work, improve performance, refocus communication efforts, and treat patients and families with courtesy, respect and care. The hospital also garnered a 2012 Honorable Mention for Process Improvement.