By Dr. Jeremy Holloway

When you walk into a truly exceptional hospital — one that people want to work for, stay with, and speak highly of — it doesn’t take long to feel the difference. There’s energy. There’s warmth. There’s purpose. And that difference isn’t just about technology, clinical outcomes, or regulatory scores.

It’s about culture.

Specifically, the best hospitals in any state — and ultimately any country — are the ones that obsess over becoming the best place to work for people of all perspectives, identities, and backgrounds.

Why Most Hospitals Get It Backwards

Many hospitals make the mistake of identifying themselves almost entirely by their rules and regulations. While policies, compliance protocols, and procedures are essential, they are not the identity of the institution. When rules become the core identity, hospitals enter what I call “reactive survival mode.” And in that state:

  • Leadership makes decisions to avoid liability, not inspire purpose.
  • Teams do the bare minimum to avoid “messing up.”
  • Culture becomes sterile, disengaged, and emotionally flat.
  • Morale plummets, and trust erodes.

This isn’t because people don’t care. It’s because many well-meaning hospitals fall into the trap of believing that compliance is culture. But culture isn’t built through conformity. It’s built through connection to something deeper.

The Mission and Vision Are the Heartbeat — Not the Rules

Rules are tools. Processes are temporary. Regulations are guardrails.
But your mission and vision are permanent. They are why your doors opened in the first place.

The best hospitals:

  • Identify with their mission — not just their manuals.
  • Align to their vision — not just their workflows.
  • Reinforce values through every team interaction — not just annual trainings.

They understand that rules should be in service of the mission and vision, not the other way around.

When a policy no longer helps move the mission forward, it’s adjusted. When a regulation needs interpretation, it’s done with values and vision in mind. That’s how real leadership operates.

Why Listening Matters More Than Ever

Low morale in hospitals is rarely about pay alone. It’s about feeling unheard and unseen.
When hospitals ignore the voices of:

  • Their community (who they serve),
  • Their staff (who carry out the work), and
  • Their patients (who experience their brand),

…they begin to operate in a bubble of internal control, not external relevance.

This happens when administrators identify more with what’s been done than what needs to be done.
In other words, they fall in love with compliance instead of community.

The Culture of “Just Enough” vs. The Culture of Excellence

A rule-driven hospital culture trains people to do just enough:

  • Just enough to avoid write-ups.
  • Just enough to keep the Joint Commission satisfied.
  • Just enough to check the diversity box or patient survey metric.

But vibrant, people-centered hospitals understand that “just enough” isn’t enough.
They empower their teams to ask:

“Does this policy help us serve better?”
“Are we emotionally aligned with our patients’ and staff’s needs?”
“Is this process preserving the mission — or protecting an outdated habit?”

When Culture Is Done Right: Everyone Feels It

Strong processes and procedures — when truly aligned with vision — create trust and clarity. They do not create silos, confusion, or double standards.

But when only some people benefit from the culture (based on role, race, rank, or seniority), morale suffers.

The best hospitals build climates of belonging where all staff — from janitorial to surgical — feel emotionally safe, respected, and included.

That’s how you go from “good” to “great.” That’s how you become the best hospital to work for in your state — and eventually, in your country.

Final Thoughts

Hospitals that lead with emotional intelligence, cultural relevance, and deep listening are the ones that shape the future of healthcare. They see rules as flexible tools — not sacred texts. They change policies not out of fear, but out of clarity. And they create work environments that people genuinely love.

Because when people love where they work, they treat others with more care, creativity, and compassion. And that’s the kind of ripple effect that saves lives and redefines entire communities.

Want to bring a culture of meaning and emotional alignment to your healthcare organization?
→ Book Dr. Jeremy Holloway for keynotes, training, or consulting.
→ Learn how Tellegacy supports intergenerational connection and emotional health.
→ Subscribe to the Social Equalizer series for ongoing insights on culture and care.