When Performance Problems Points to Deeper Cultural Issues
Someone once told me, “You can’t see the picture when you’re inside the frame.”
In other words, when you are too close to a problem and its inner workings, you’re bound to miss essential information. This is often the case for healthcare leaders when trying to figure out why the organization is under-performing.
We’re often called in to help when one or more of the following is happening at an organization:
- Market share is declining despite strategic marketing
- Turnover is high even though wages and benefits are competitive
- HCAHPS scores are poor and feedback indicates patient experiences don’t come close to the mission, vision and values
These are all signs that the culture needs a re-boot. Each one of these situations is troubling, but all three combined is damaging to an organization’s bottom line and reputation.
If your healthcare organization is experiencing one or more of these symptoms, maybe it’s time for a culture reboot.
What’s a Culture Reboot?
How many times have you had to re-boot your computer when it’s not functioning well? I’ve had to reboot my system when it was running slowly or if I had software glitches. I obviously didn’t toss it out and get a new one when all I needed was to get it running more smoothly. I needed to shut down unnecessary programs running in the background that were slowing me down from being efficient.
The same thing happens with organizational culture. Things may be happening in the background that are working in opposition to the stated goals. But what are they? Chances are you’re too close to see the glitches. You’re trying to see the picture while inside the frame.
What a Reboot Requires
A re-boot requires:
- An objective audit of existing beliefs and attitudes among distinct stakeholder groups, including employees, providers, and leaders
- A clear understanding of what is working and aligned with mission, vision, and values
- An honest review of weaknesses leading to patient and employee attrition
Just like an accurate assessment is the first and most crucial step in the diagnosis and treatment of disease, a thorough culture assessment will help get back on track.
Baird Group has helped hundreds of organizations re-boot their culture leading to improved patient experience scores, decreased turnover and patient retention. Find out how Baird Group can help you realign your culture with your mission to help you achieve the results you’re striving for.
Tags: corporate culture, culture transformation, Employee Engagement, employee retention, healthcare industry, healthcare leadership, healthcare management practices, improving culture, Organizational Culture
