As President of MedStar Harbor Hospital and Senior Vice President of MedStar Health, Dennis W. Pullin, FACHE, has a large role to fill. He is able to meet the pressing demands of his work with enthusiasm and poise primarily because he is strongly motivated by a powerful sense of purpose.
Motivating Forces
An entrepreneur at heart with a keen eye for business, Pullin felt drawn to the health care administration field. He has continued to work his way up the ranks of the industry over the past 25 years by surrounding himself with supportive people, augmenting his skill set with available resources, and using his innate fear of failure to propel him.
Pullin explained that his “healthy amount of fear of failure” is rooted in his respect for his parents and desire to not let them down. During his youth in San Antonio, he witnessed his parents, neither of whom held high school diplomas, working exceptionally hard to provide all they could for Pullin and his brothers.
“I couldn’t afford to fail for them,” he said. “Just having them create a sense of pride and desire and passion and respect for others and respect for self and respect for community—there is no way I could not go out and try to do the very best that I could.”
Being Part of a Mission
The decision to relocate from his longstanding post in Houston to a new position as Chief Operating Officer at MedStar Washington Hospital Center in Washington, D.C., was greatly influenced by Ken Samet, MedStar Health’s President and Chief Executive Officer. Samet’s display of genuine passion for MedStar Health’s mission intrigued and inspired Pullin.
“There was just something about the way he articulated his passion for what the system is trying to accomplish, the way he invited me in to be part of something special, and really made me feel like I’d make a contribution as an individual,” Pullin said. “The way [Samet] came across was sincere and it was warm, and I thought to myself, ‘Wow, now here is the kind of leader I ultimately want to be.’”
Pullin saw MedStar as a place to learn, grow and be a part of something unique. Like Samet, Pullin believes deeply in MedStar Health’s mission and purpose: to be the trusted leader in caring for people and advancing health and to serve its patients, those who care for them, and its communities.
“We have two bottom lines,” Pullin said. “To do good, and to do well.” Doing good refers to providing quality care and ensuring the health of the community, while doing well refers to being financially responsible and using management practices that enable the organization to fulfill its mission.
A Purpose-Driven Team
Pullin also is driven by the sense that he is part of a larger purpose—that his contributions matter. He tries to help everyone in the organization develop this feeling of connection, of being a part of the big picture. He encourages open communication with his direct reports and strives to help every person in the organization, regardless of whether they work in an office or on the hospital floor, to “see the connection between what they do and the ultimate reason we’re here, and that is providing great patient care.”
Employee-Focused Leadership
In addition to instilling a sense of purpose in employees, Pullin uses several key tactics to build a solid, committed team. He gleaned many of the palpable practices from customer service leaders across industries. Pullin and his team worked closely with Disney and other leading companies to transform MedStar Harbor Hospital’s customer service.
One tactic involves teaching his team to take responsibility for the task at hand. If a patient asks for help, regardless of whether the employee is a doctor or an administrator, the employee is expected to tend to the patient and “own the request” until either he or she can accomplish it or find someone who can. MedStar Harbor Hospital promotes the principle of “not walking over or around a piece of paper when you see it,” Pullin said. “You own it. You stop. You pick it up.” This simple code of standard brings patient care to a whole new level.
Another leadership strategy Pullin employs is allowing the staff to teach him how they prefer to be managed. “If you listen well enough, people will tell you what you need to know,” he said. Some prefer constant communication and micromanagement, while others work best with ample leeway and brief monthly check-ins.
Pullin manages his team members according to their preferences, and then uses this foundation to hold the employees accountable. Should issues arise, he can tell them, “We’ve created the environment that you told me works best for you… [Now] you need to deliver.”♦
Sunny Gonzalez is a freelance writer based in the Florida Keys.
Favorite quote… “Do what you have to do so you can do what you want to do.”
Books I recommend… “The Shack” by William P. Young
Things I carry with me… Cash
Apps on my phone I can’t do without… The Weather Channel
I can’t start my day unless… I eat breakfast.
I don’t consider my day done unless… I’ve read all of my emails.
I start my day by… Shaving my bald head.
Favorite leader… Nelson Mandela
My definition of retirement… Being able to play golf three days per week
I unwind from my day by… Listening to music.
One of the best lessons I’ve learned in my career is… A good boss is better than a good job.
It’s 5:00 on Friday, and my drink of choice is… Cakebread Cellars Reserve Chardonnay
Sunny Gonzalez-Cepero
Professional profiles, photojournalism, and legal writing are Sunny's specialties; her personal, creative, edgy approach makes her stand apart in the industry. Her clientele has included over three dozen law firms around the country; international businesses such as LiveStrong and Howcast; American favorites like Family Fun and Natural News; and regional publications such as Rutherford Woman and Conch Color.
As a mom of six, fitness enthusiast, and self-employed business woman, she stays busy in her island home with her middle school sweetheart and husband Michael, and makes time to travel regularly. If she's not jogging on down the islands, shooting an event, or writing up a storm, you can find her at Sunfire Creatives or on Facebook.
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