The Need for Cultural Change

Aurora Experience worked with a large private London Hospital, part of a major international group, already one of the premier private hospitals in the UK. It is an independent-sector facility offering a variety of adult services including surgery, medicine, psychiatry and radiology. In 2005 it had ambitions plans for growth. Although volumes were being maintained and patient satisfaction scores were level, the hospital identified a need to improve the quality of patient satisfaction to distinguish itself in the market and attract further volume to take advantage of its capacity. Senior leaders recognised the need to address cultural issues within the hospitals to support these plans.

In May 2005 an organisational development programme was started, geared specifically to improving the working culture of the hospital. An independent survey was conducted. A summary of the responses showing weighted averages within six categories of question is shown. The data also revealed:

•  50% of responses on the culture of the hospital were negative
•  87% did not believe that people passionately identified with the purpose of the hospital
•  0% of respondents believed that the culture of the hospital set the standard that other organisations aspired to
•  35/80 questions scored negatively overall
• There was a substantial lack of alignment between leadership and non-leadership responses (21/40 questions)

These findings led to the conclusions that:

•  More awareness was needed of the organisation's overall mechanisms of success
•  Teamwork between departments was lacking
•  Leadership capability needed substantial development at all levels
•  Business processes were adequate, but some needed addressing
•  The purpose and strategy of the hospital needed to be better communicated
•  Ownership for performance needed to be embedded