Can what works for Southwest Airlines work for a teaching hospital?

No, not the "bags fly free" part, at least, not directly. Paul Levy, CEO at Beth Israel Deaconess Medical Center, writes hospital staff he was struck by the differences in the way Southwest and American Airlines handle luggage - and the passengers who own it - and began to wonder if Southwest had the right idea by giving passengers more of a say in the way they fly:

... This kind of approach is most successful when it is a partnership, where dependence in one direction is transformed into bidirectional interdependence. I'm not writing today to provide lots of details, but to give you a heads up: Over the coming months, look for an expansion in our engagement with these advisory councils and other outreach to our patients and their families. We also plan to work with the Institute for Healthcare Improvement to encourage and enhance the activities of patient-run organizations in Boston and beyond.

If we can learn to be full partners with our patients in carrying out our purpose, the sky’s the limit. ...