From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Karen Cabell, Joan Simon

Kootenai Health invested in a multiyear journey to address the root cause behind the organization?s inability to sustain quality improvement initiatives: organizational culture. With an appreciation for how culture influences employee attitudes, decision making, interpersonal relationships, and, most of all, patient interactions, the Kootenai Health Way initiative has results in sustained improvements to engagement, safety, and patient experience. Attendees will learn how to refocus quality improvement efforts by first addressing cultural deficits, and how to build the infrastructure, training, and education needed to support a multiyear culture improvement initiative.