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

Presenter: Annmarie McKinley, Kim Walker

Challenges related to hospital culture are universal. This is especially true at UMASS Memorial Marlborough Hospital, a small community hospital where unionization and steadfast beliefs can create barriers to change. By using Lean techniques and principles and connecting back to the importance of the patient experience, this nursing team overcame cultural challenges to engage the organization in driving improved experiences for both patients and caregivers. This presentation will highlight how real progress can be made by gaining the trust and support of a few caregivers eager to make a difference, and by leveraging that commitment to start a ripple effect throughout the organization to drive positive change.