Case Management

Q&A: Changing hospital culture

Case Management Weekly, April 28, 2010

Q: How can we change the hospital culture to make case management easier to do day after day?

A: An organization’s culture is the sum total collection of behaviors that have been rewarded and otherwise tolerated. Behaviors stem from many sources, including knowledge, beliefs, experience, and incentives. Culture changes when behaviors change, not the other way around.

To change a culture you must expect different behaviors and start behaving differently yourself in a few strategic places. For example, instead of starting to talk right away on the phone to someone you want something from, apologize for interrupting the person, and then ask if he or she can spend a minute to hear your concern. The recipient of this type of request may be more amenable to problem-solve with you.

This week’s tip is adapted from Hospital Case Management Models: Evidence Connecting the Boardroom to the Bedside published by HCPro, Inc. For more information on this book or to order your copy, visit the HCMarketplace.

Do you have a question about a case management topic? Send it to Editor Ben Amirault at An answer to your question might appear in a future issue of Case Management Weekly.

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