Approach


Category: Managed Care
To make improvements in cost and quality, we chartered several multi-disciplinary teams representing doctors, nurses, administrators, and patient advocates. We put together a Steering Committee and a Communications team to mobilize staff in the 19 health centers.

We worked to align the doctors and insurance executives and trained each team to move rapidly through redesign of key processes. We also coached them on how to get through team breakdowns and the loss of momentum.

An important part of the communications work was making a film, “Voices for Change”, in which patients, medical staff and families made a strong case for change.

A Culture team surfaced the unspoken “cultural rules” that drove behavior in the organization and made specific recommendations on how to change it.