Why Culture Change Is Critical to Lean Initiatives

Healthcare Executive
November 17, 2015
Copyright 2015 ProQuest Information and Learning All Rights Reserved
Copyright 2015 Health Administration Press

Lean training and coaching alone are not enough to improve customer satisfaction.

When cultural roadblocks to lean are removed healthcare leaders are more effective at engaging their teams in improvement efforts—and increasing their potential to improve customer satisfaction.

A culture of customer satisfaction in a healthcare organization is one in which all employees understand they are responsible for providing the highest level of care and service possible. To attain this culture, lean methodologies must be integrated with concrete culture-change techniques that engage employees of multiple levels and disciplines. Once such a culture is established, lean training and coaching will have greater impact for employees and, ultimately, those they serve.

Simply engaging lean participants in training and coaching doesn't guarantee the techniques will be integrated into a customer-service culture. Key stakeholders must come together to frame the new culture that will support lean initiatives. Typically, a one-day event for assessment and action planning is scheduled to ensure team members are on the same page from the start of the initiative, followed by sustainable actions.

Access here, 5 steps toward culture change>>>