Client Results · Healthcare
County Healthcare System: 18 Months of Culture Change
A large, multi-dimensional county health department asked Moran to lead an organization-wide culture improvement initiative, including department-specific service standards and measurement systems for more than 40 clinical and non-clinical service areas.
Let’s Talk About Your Challenge$1.8Mannual revenue increase
−83%less non-voluntary
turnover
turnover
1,560+service standards
“Forty departments in silos became one organization focused on patients.”
The Challenge
What the system was facing
Declining caseloads and show rates threatened discretionary funding.
✓Declining caseload, participation and show rates
✓Complaints about poor service and long waits
✓Forty departments operating in silos
✓Leaders unsure of their role in the organization’s success
The Approach
What Moran did
01
Service Essentials™ for Everyone
Customer service training for all staff.
02
1,560+ department-specific standards
Developed with frontline staff and leaders to assure buy-in and lasting behavior change.
03
Leadership training
Coaching mid- and senior-level managers to inspire people, manage feedback, measure progress and plan action.
Results
Over 18 months
$1.8Mincrease in annual revenue
−83%reduction in employee turnover (non-voluntary)
+29%positive opinion of the organization
−25%clinic time from check-in to discharge
+4%insured patients
Lead culture change across your system
Talk with Moran about organization-wide culture improvement.
Let’s Talk About Your Challenge