Related Experiment Video
Updated: Jul 10, 2026
14:32
Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
How to Transform a Health System's Organizational Culture and Hardwire It for the Future
Brian Carlson1, Nancy M Lorenzi2, Paul Sternberg3
1Vice President, Office of Patient Experience, Vanderbilt Health, Nashville, TN, USA.
NEJM Catalyst Innovations in Care Delivery
|July 8, 2026
Summary
Healthcare organizations can improve patient experience by reinforcing core values through strategic cultural renewal initiatives. A 4-year program at Vanderbilt Health showed significant gains in patient communication and courtesy scores.
Area of Science:
- Healthcare Management
- Organizational Behavior
- Patient Experience Improvement
Background:
- Sustaining desired organizational culture is challenging for healthcare institutions.
- Patient feedback in 2017 revealed inconsistencies in expected workforce behaviors at Vanderbilt Health.
- This led to the development of a strategic cultural renewal initiative.
Purpose of the Study:
- To implement and evaluate a 4-year cultural renewal program focused on reinforcing core values and improving interpersonal behaviors.
- To assess the impact of the "Defining Personalized Care" initiative on workforce behaviors and patient experience.
- To provide a replicable framework for healthcare organizations aiming to align workforce actions with patient-centered care.
Main Methods:
- A single-center, pre-post study design was employed.
- A 4-year roadmap included seven e-learning modules for workforce training.
- Over 39,000 employees voluntarily participated, with an 80% completion rate.
Main Results:
- Statistically significant improvements were observed in patient experience scores.
- Specific gains were noted in the communication and courtesy domains.
- High voluntary participation and completion rates were achieved.
Conclusions:
- Engaging content and visible leadership support can drive voluntary participation in cultural initiatives.
- Strategic cultural renewal can lead to measurable improvements in patient experience.
- The "Defining Personalized Care" initiative offers a successful model for healthcare organizations.
Related Concept Videos
01:18Introduction To Health Care Delivery System
The healthcare system is constantly changing and complex. Various services are available from different healthcare providers, but gaining access to these services has become challenging for people with limited healthcare insurance. Uninsured people present a challenge to healthcare because they frequently postpone or forego treatment.
The Institute of Medicine (IOM) advocates for a patient-centered, effective, safe, timely, equitable, and effective healthcare system. The National Priorities...
The Institute of Medicine (IOM) advocates for a patient-centered, effective, safe, timely, equitable, and effective healthcare system. The National Priorities...
01:20Integrated Healthcare System
An integrated healthcare system (IHS) is a set of organizations that provides for or arranges to provide coordinated and continuous service to a defined population. The IHS takes responsibility for that particular population's health status and outcome, both clinically and fiscally. An integrated healthcare system is a well-organized, well-coordinated, and collaborative network. The integrated delivery system is a network that connects different healthcare providers to deliver organized,...
01:26Methods Of Healthcare Delivery System
At the different levels of the healthcare system, we see varying methods of healthcare used. These methods include managed care systems, case management, and primary healthcare.
Managed Care System:
The managed care system is designed to control the cost while maintaining the quality of care. The patient's care from admission to discharge is planned by the primary care provider or the case manager, also known as the gatekeeper. In a managed care system, the number of care providers is limited...
Managed Care System:
The managed care system is designed to control the cost while maintaining the quality of care. The patient's care from admission to discharge is planned by the primary care provider or the case manager, also known as the gatekeeper. In a managed care system, the number of care providers is limited...
01:30Health Information Technology and Healthcare Information System
Health Information Technology (HIT)
Health Information Technology, commonly called HIT, integrates advanced information systems and technology in healthcare settings. Its primary functions include:
Health Information Technology, commonly called HIT, integrates advanced information systems and technology in healthcare settings. Its primary functions include:
01:29Issues And Trends In Healthcare Delivery System
The issues and trends in healthcare delivery are constantly changing. The COVID-19 pandemic is one recent issue that wreaked havoc on healthcare systems, causing a shortage of healthcare workers, high demand for medicines and supplies, and increased medical expenditure due to a lack of insurance. Other issues include rising healthcare costs and care fragmentation.
Cost Containment
Payment for healthcare services has historically promoted adoption of costly and often unnecessary or inefficient...
Cost Containment
Payment for healthcare services has historically promoted adoption of costly and often unnecessary or inefficient...
01:30Primary Healthcare Services
Primary care promotes wellness and prevents disease. This care includes health promotion, education, protection (such as immunizations), early disease screening, and environmental considerations. Settings providing this type of healthcare include physician offices, public health clinics, school nursing, and community health nursing.
In 1978, international leaders convened in Alma-Ata, Kazakhstan, for what would be a pivotal event in global health. The Alma-Ata Declaration was the first to call...
In 1978, international leaders convened in Alma-Ata, Kazakhstan, for what would be a pivotal event in global health. The Alma-Ata Declaration was the first to call...