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Indianapolis Discovery Network for Dementia
The ABC Medical Home - Creating a Culture for Success
Catherine A. Alder, JD, MSWProject Manager, CMS Innovation Award – Dissemination of the
Aging Brain Care ProgramChief Administrator – Aging Brain Care
Wishard Health Services
Indianapolis Discovery Network for Dementia
1. Organizational Culture• Definition• Origin• Change
2. Culture of ABC Med Home 1. Visible/Invisible2. What’s Working3. Areas for Improvement
3. Change Vision
4. Feedback
Indianapolis Discovery Network for Dementia
What is Organizational Culture?1930 Hawthorne studies at Western Electric Company
• First systematic attempt to use concept of “culture” to understand the work environment
• Hawthorne Effect
Common threads and properties have emerged from social research examining the concept:
• Shared• Learned• Affected by environment and history• Adaptive• Integrated• Includes both what people do and what they think
Indianapolis Discovery Network for Dementia
Components of Organizational Culture
• Group norms of behavior (visible)
• Underlying values, attitudes, assumptions, and beliefs that keep the norms in place (invisible)
The Key to Changing Organizational Culture –Forbes (September 27, 2012)
Indianapolis Discovery Network for Dementia
Where Does Culture Come From?“Culture usually comes from the values and behaviors of the founders or leaders of the organization. For whatever reason, they value certain things and behave in ways that seem to help the group succeed.” • Conscious• Unconscious
The Key to Changing Organizational Culture –Forbes (September 27, 2012)
Indianapolis Discovery Network for Dementia
“How does culture change? A powerful person at the top, or a large enough group from anywhere in the organization, decides the old ways are not working, figures out a change vision, starts acting differently, and enlists others to act differently. If the new actions produce better results, if the results are communicated and celebrated, and if they are not killed off by the old culture fighting its rear-guard action, new norms will form and new shared values will grow.
The Key to Changing Organizational Culture –Forbes (September 27, 2012)
Indianapolis Discovery Network for Dementia
ABC Medical Home at Wishard Health Services
Staff (23.4 FTEs)• 1 Medical Director• 1 Program Manager• 2 Social Worker Care Coordinators• 3 Nurse Practitioner Care Coordinators• 16 Care Coordinator Assistants • 1 Data Office Specialist• 1 Site Coordinator
Space on the 6th Floor• Social Worker Office• Nurse Practitioner Office• 2 Work Rooms with “Drop Down” Space• Conference Room
Indianapolis Discovery Network for Dementia
Current Culture of ABC Medical Home
UNDERLYING VALUES/ATTITUDES/
ASSUMPTIONS/BELIEFSRESPONSIBILITY
DEDICATION TO MISSION AND PATIENTS!
Growing Confidence in Self and Colleagues
Comfort with UncertaintyProgram Ownership
BEHAVIOR
FLEXIBILITYADAPTIVENESS
RESOURCEFULNESSINDIVIDUAL STAFF
MEMBERS ARE DOING AMAZING WORK! Better Teamwork
Better Conflict Resolution
Indianapolis Discovery Network for Dementia
Change Vision for ABC Medical Home
• People gathered (talking, relaxing, working alone or together)
• Diversity (children, college students, workers, retired people)
• Lighting and tables (facilitates conversation), smell of coffee• Friendly, accomodating staff (know customers by name)• Personalized service• Environmentally Conscious
Indianapolis Discovery Network for Dementia
Focus on Diversity and Customer Service• Not a franchise• Diverse sites and customer base• Management execs regularly visit stores to insure quality• Customer feedback regularly solicited
Flatter Organizational Structure• Streamlines information flow from customer to employees
and from employees to management• Leads to more efficient and effective strategy
Starbucks Culture and Values
Indianapolis Discovery Network for Dementia
Social Networking• Vehicle for customer input• Creates open forum for discussion
Employee Relations• Open communication encouraged• Each employee valued as a partner• Managers visit frequently
Organizational Ethics• Mission statement is filter for decision making• Employee training includes review of mission and vision• Employees share in “Starbucks” experience
Promoting Corporate Citizenship (Shared Planet)
Indianapolis Discovery Network for Dementia
Questions1. Is Starbucks culture the “right” culture for the
success of the ABC Medical Home?
2. How do we change the culture of the ABC Medical Home?