CLIENT EXPERIENCE

The CEO, senior executive team and 50 Directors of a hospital wanted to resolve persistent conflicts between practitioners and administration and improve understanding and cohesiveness among all departments.

We facilitated quality circles in which being ‘right’ transformed into curiosity through interviews, exercises, feedback, acknowledgment, and building trust. The environment provided enabled stress to dissipate and clear solutions to emerge.

We also held individual coaching sessions, observing and measuring curiosity and other behavioral states along with their organizational impact. After analyzing the observational findings with the senior executive team, an action plan was developed, resulting in shifted communication alignment, conflict dissipation, team performance and patient satisfaction.

Dramatic shifts occurred in interdepartmental relations which led to improved morale, higher Press-Ganey scores (according to Administration), and the launch of a consulting arm to assist other hospitals to follow suit. Yielded measurable positive ROI within 45 days resulted from mutually agreeable staffing adjustments. Participants were enabled to become more authentic with each other and themselves, as well as enhancing personal enjoyment on the job.

All participants reported improved communication and flow of information within their departments.