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After much discussion and consideration, the ACHE Board of Governors and leadership team have decided to cancel the 2020 Congress on Healthcare Leadership due to the need for leaders and healthcare organizations to manage their responses to coronavirus (COVID-19) within their communities. Learn more at

31X – Hardwiring Culture Change From the Ground Up: A Case Study

Monday, March 23rd

About the Session

Patient experience is a ubiquitous priority in healthcare, but too often efforts fail to gain traction. Initiatives are often well-received initially, but staff behavioral change is short-lived and patient satisfaction outcomes are not sustained. The challenge is to engage leaders, staff and patients to define explicitly the hospital’s culture as “the way we do things here.” Following the lead of a sister hospital that had undergone a cultural transformation years earlier with successful results, Children’s Hospital of Michigan adapted basic principles to its unique challenges. The result has been a clearly defined, patient-focused culture that leaders and staff support and hold each other accountable for sustaining. The implementation model used is based on principles adapted for healthcare from a former Disney employee. Concrete, objective results include an increase of more than 10 percentage points in overall patient satisfaction scores. This session details the six phases of the implementation process, with a discussion of how Children’s Hospital of Michigan tailored the process used by its sister hospital to address its own challenges. The hospital CEO will present each phase of the implementation process and share the challenges, lessons learned and overall success of the effort to date.

Learning Objectives:

  • Adapt a six-phase model for hardwiring a sustained culture change in the organization.
  • Compare the challenges faced by the executive responsible for implementing culture change at Children’s Hospital Michigan with challenges attendees face at their organizations.


Presented By

Paul L. Grossman

CEO/Chief Experience Officer
PLG Experience Solutions LLC

Luanne M. Thomas-Ewald, FACHE

Children's Hospital of Michigan