Culture eats strategy for breakfast

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We have been working on a cultural and organizational transformation. Our strategy at global and regional level is to move from product & transaction based engagement to solutions & long term partnership based engagement with our clients. This requires a […]

No Show Rate

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Our no show rate is high in primary care and mental health (17-22%) relative to other healthcare systems within VHA. We are not allowed to charge the patient for not showing up to their appointments and are required to re-schedule their appointments within 30 days.

Delivering chronic care to patients while assuming 24/7 emergency care: the culture and structure challenges of mixing chronic and acute care missions

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A division of primary care in the largest and only public university hospital of a State in Switzerland must assume two missions: delivering chronic care to their patients and offereing emergency care 24/7 to the population. Organisation and recuperation of the staff delivering night and WE shift has a direct impact of the organization of delivering chronic care; it is desorganizing the agenda of healthcare professional taking care of chronic patients leading to discontinuity of the physician-patient relationship because of recuperation. Also the culture of chronic vs acute care is not the same and lead to a misalignment between healthcare professionals principles and their missions. How these two missions can be reconciled culturally and structurally ?