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The FISH! Deep Dive Experience

ChartHouse Learning and Ranken Jordan Pediatric Specialty Hospital have partnered to offer The FISH! Deep Dive Experience. This is a two-day immersion in The FISH! Philosophy at Ranken Jordan.

Located in St. Louis, Ranken Jordan consistently achieves customer service scores of 98% or higher. Staff turnover is just two to three percent. And despite staffing shortages at other hospitals, Ranken Jordan has a waiting list for many of its nursing and therapist positions. They've earned a national reputation for excellent, innovative care, and their annual revenues have increased ten-fold over the past decade.


Lauri Tanner, Ranken Jordan’s CEO, attributes their remarkable success to their caring people – and to The FISH! Philosophy that guides them. Ranken Jordan adopted FISH! as their set of values to support their mission, and over the years it’s become infused into the very DNA of their work culture. It’s now “a way of being” for every employee. It influences every action they take and every decision they make—how they support each other, celebrate together, problem solve, and hold each other accountable in their work and in their relationships.

According to Dr. Nick Holekamp, Ranken Jordan’s chief medical officer, The FISH! Philosophy “should be the heart and soul of medicine.”

In a recent survey, 98 percent of Ranken Jordan’s staff said they understood, agreed with and felt a part of making the hospital’s vision come alive each day.

“Leadership is about modeling behavior,” says Shari Riley, director of customer service and staff development. “Start with yourself, focus on how you are showing up and you will be amazed at the impact it has on the people you are leading.”

“When visitors ask us, ‘What’s with the banners and the fish on your badge?’ we get to tell them what we believe and what they can expect from us,” says Angie Lantz, operations administrator. “When we tell our story, it reminds us to live our story.”

During your FISH! Deep Dive Experience, you and your team will shadow people in similar positions—administrator with administrator, nurse with nurse, and so on—directly experiencing FISH! behavior in action. “We live it and everyone is passionate about it, and sometimes it’s difficult to explain,” says Jean Bardwell, chief financial officer. “When you come here, you can see it and feel it and be a part of it.”

The Ranken Jordan staff will work with you to develop a strategy to bring FISH! alive in your environment. “FISH! isn’t something that you can sit back and watch and get it,” Tanner says. “You have to be willing to jump in. We have been doing FISH! for five, six years. Not one day have I thought it was getting old."