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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

Thomas Ewald_LM

Luanne M. Thomas-Ewald, FACHE


Children's Hospital of Michigan


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

Presented by Paul L. Grossman, Luanne M. Thomas-Ewald, FACHE at 4:15 PM on Monday, March 23rd.

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…