By Karissa Barcelo
Headquarters: New York, USA
Number of Employees: 61k+
ASSESS: Focus Groups, Site Tours, Interviews
Developing an understanding of the perceptions, current climate, and the obstacles to system-wide initiatives within Northwell Health gave us the tools to create a multi-faceted program for dissemination.
IMPLEMENT: A Custom-built Program
To drive its cultural transformation, our program included:
“We can have the most beautiful facilities, well-functioning processes and a clean environment, but we will still fail. We must strengthen our culture and accountability to focus on empathy, customer service and communication across the entire organization.” – Sven Gierlinger, Chief Experience Officer
By creating and sustaining a Culture of C.A.R.E, Northwell Health has been able to refocus its staff to be more patient-and family-centric in its service promises. Prior to our collaborative rollout of the Culture of C.A.R.E program, employee engagement was at 45%. Two years later, it grew to 85%.
In 2020, Fortune Magazine ranked Northwell Health number 93 on its list! This is the first time the health system landed on the annual list. They were praised for their job satisfaction, innovation and initiatives focused on community health and outreach. Since 2020, Northwell's ranking on Fortune's list has continued to rise reaching 75th in 2022.
Four Northwell Health hospitals are rated among the nation's best hospitals in US News & World Report’s 2021-22 Best Hospital rankings.
Related: Q&A: Sven Gierlinger, SVP & Chief Experience Officer at Northwell Health
How does one of the largest U.S. healthcare systems improve its patient experience scores?
Through their company culture. Watch the video below.
Delivering Happiness helped us learn how to engage leadership with our culture. One of the ways we do that is through storytelling. One practice we didn't do at the beginning but are doing now is at every executive meeting with CEOs, VPs, we start the meeting with a patient story, video, or a letter so that we can remind ourselves who we are here to serve. It's a reminder that these are human beings we are impacting. It sets a different tone.
DMG’s culture strategy had support from top leadership, but the challenge was to get buy-in from the rest of the organization. Through coach|sulting, DMG created their culture program, which gave employees a sense of ownership of the culture and resulted in a successful transformation. Named a 2019 Middle East Top Employer by the Top Employers Institute.
Canpa was facing challenges from declining profitability, a 30% employee turnover rate, and low company morale. After a DH Masterclass, they experienced record sales and the highest retention rate to date. Won 1st place in Turkey's 2018 Great Place to Work® Assessment.