Organizational transformation to a patient centric culture: a case study

Abstract

PurposeThe purpose of this case study is to identify areas of weakness in the patient‐centric organizational culture of Baylis Medical Company in Montreal, and to propose specific actions to address these deficiencies.Design/methodology/approachFollowing initial interviews with company management and observations of corporate environment, variations in organizational culture are measured using a company‐wide survey designed to evaluate customer satisfaction, accountability, empowerment, results focus and employee satisfaction. Survey data are analyzed across departments and experience levels.FindingsQualitative assessment of the company via interviews and observations revealed a lack of artifacts relating to organizational culture, no formal feedback channels from clients, and a diversity of corporate visions among management and employees. Survey analysis revealed lower organizational culture valuation among less experienced employees and non‐managerial workers. Specific areas of weakness include accountability, empowerment and results focus in non‐manufacturing employees.Research limitations/implicationsThe qualitative assessment was limited to selected interviews. No visit was made to the Toronto office. No interviews or surveys were conducted with clients. No data are available to evaluate fluctuations in organizational culture over time.Practical implicationsFour alternative action plans are evaluated using specific decision criteria. The introduction of artifacts relating to the patient‐centric organizational culture is recommended in the short term. Long‐term recommendations include the development of client‐oriented key performance indicators for management and employee use, and a multi‐step training program describing the clinical importance of the company products.Originality/valueThis study proposes a novel model to evaluate the level of patient‐centricity in an organizational culture. Specific recommendations may apply across a variety of industries, but are especially applicable in health care delivery sectors.