Nurturing mission. A case study of a hospital's cultural growth

Recognizing the need to enhance his hospital's fulfillment of its mission as a religious organization, the chief executive officer of Lutheran Hospital of Indiana, Inc., Fort Wayne, initiated a process to change the institution's corporate culture to reflect the mission. After assessing hospital managers' perceptions of the hospital's mission, a planning committee drafted a mission statement. The statement was condensed into an easily remembered motto, "Reach out and reflect God's love!" to guide employees' actions. The hospital expanded its position descriptions to include the facility's expectations for employee behavior that is consistent with the mission. An orientation program for new employees emphasizes incorporating the mission concepts of courtesy and compassion into all activities. To establish the mission firmly as part of the corporate culture, the hospital established three recognition programs and redesigned its pay plan to recognize performance that reflects the hospital's mission. Redecorating the drab facility has improved employees' attitudes toward their work environment. Five years into the change process, the hospital now has clear direction for strategic decisions, a more cooperative atmosphere, and increased admissions. The process continues, and assessment of the mission establishment process will lead to the initiation of continuous quality improvement concepts.