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4 elements in resetting health-institution culture

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Michael N. Abrams, Numerof & Associates managing partner, and Gordon Phillips, a Numerof consultant, write in FierceHealthcare:

“Resetting cultural beliefs and behaviors requires top-down commitment and a systematic approach to assessing and reshaping organizational culture. Organizations that have successfully navigated this transition have focused on four central elements:

  1. Establish a strategic vision. Leaders need to engage critical stakeholders in defining a vision for the future that considers changing market dynamics, the competitive landscape and unmet market needs.”
  2. “Develop an enabling organizational structure. Titles and reporting structures send clear messages to the organization about strategic priorities and cultural shifts. If a provider is committed to improving the experience of its patients, a chief customer experience officer reporting directly to the CEO demonstrates that the organization is serious about putting the customer at the center of strategic and operational decisions.”
  3. “Recalibrate performance measurement systems. As organizations define the new behaviors and competencies required for future success, they need to develop new performance measures and hold people accountable. Organizational goals and performance targets should cascade downward to ensure day-to-day work and decision-making align with the vision. As an example, organizations intent on improving patient access to primary care physicians need to be sure that access-related metrics are built into clinic-level performance standards as well as the performance targets of physicians and extenders.”
  4. “Create a tight feedback loop. Organizations seeking to change their culture must reinforce desired behaviors and recognize performance. Rewards can be intrinsic or extrinsic, ranging from compensation and incentives to public recognition and celebration of successes…. As new delivery models transcend organizational boundaries, it’s also critical to provide feedback and reinforce culture with strategic partners ranging from independent physician practices to post-acute providers and community resources.”

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