Fostering Change in Organizational Culture Using a Critical Ethnographic Approach
Location
Room 2077
Format Type
Paper
Start Date
January 2013
End Date
January 2013
Abstract
The meaning of customer service and collaborative care relationships was examined with healthcare providers, mid and senior leaders in a Canadian hospital. Phase 2 used a mixed methodology to examine mid-leaders’ views. Mid-leaders said providing excellent customer service was important in their work and led to improved partnerships, service transitions, customer satisfaction and outcomes. Change opportunities were generated and mid-leaders indicated that the culture was ready to support change.
Fostering Change in Organizational Culture Using a Critical Ethnographic Approach
Room 2077
The meaning of customer service and collaborative care relationships was examined with healthcare providers, mid and senior leaders in a Canadian hospital. Phase 2 used a mixed methodology to examine mid-leaders’ views. Mid-leaders said providing excellent customer service was important in their work and led to improved partnerships, service transitions, customer satisfaction and outcomes. Change opportunities were generated and mid-leaders indicated that the culture was ready to support change.
Comments
Breakout Session D