After tragic mistake, rural hospital transforms into model of success

For Michael Williams, MD, Hill Country Memorial's chief executive officer, a teenager's death in 2009, was a crucible moment. Today each department candidly displays specific goals for everyone to see: reduce ER wait times, eliminate falls and improve customer satisfaction. In addition to Toyota, Williams turned to a former executive with Southwest Airlines to remake the hospital's values and culture, and he hired a former trainer from Ritz Carlton, known for its legendary customer service, to change how patients and families were treated.