The season of health care leadership transition is nearly upon us, at least for the Department of Defense. That means learning new organizations. Before a health care leader can hope to “shape” the culture of an organization he has to “scope” it. The assessment of culture should be made early; before the leader assumes identity with the new organization and before she becomes too comfortable with the way things are. The best time to begin the assessment is after committing to the new position but before assuming it. Ideally it this assessment should be the goal of one of your first trips to the institution before anyone really knows or recognizes you. And it should always be done with your Boss’ permission, visibility and her understanding of your hope for anonymity. After you officially assume your new position the things you check early in your tenure will also help you get a sense of the organizational culture.
Organizations can be thought of as having a mind, heart and body representing its processes, people and “place.” The processes reflect how it “thinks,” the people how it “feels” and the physical plant or place reflects how it ”looks, acts and operates.” Where the three intersect in the center of the Venn diagram is the organization’s culture, its “soul.” How that culture looks and feels to others both in and out of the organization is its climate, its “spirit.” These categories should be taken into account in a cultural assessment. It cannot be completely accomplished in a single visit. But the process must begin somewhere.
When you make your anonymous visit, dress in “civilian clothes. ” Do not dress too formally lest you be mistaken for an industry rep, but not so slovenly that you attract the attention of the security guards. Bring a magazine so you can pretend to be reading.
People
- Sit in lobbies and reception areas throughout the hospital. Listen for laughter.
- Watch receptionists interact with patients and staff.
- Listen to receptionists answer the phone (without violating HIPAA). Listen to greetings.
- Pause in a hallway and seem lost. See whether anyone stops to help you and what they say.
- Make eye contact with ten people in the hallway and see if they greet you.
- Make eye contact with the next ten people, smile, greet them and see what they do.
- Sit in the cafeteria at lunchtime and watch how employees interact.
- Engage the cafeteria staff as you come through the line for lunch and watch their interactions.
- Notice how staff members wear their uniforms, laboratory coats and ID badges.
- Do staff members wear ear buds or Bluetooth phone headsets?
- Are they using their smart phones as they walk in the corridors? (Extended version.)
Henry V 4.3 