Client Challenge – Successfully merge two formerly competing hospitals by creating one culture that is united behind a Strategic Vision of the future and the strategic and tactical Playbook for its implementation. Until everyone from each hospital campus understood and accepted the reasons for merging they were not prepared to participate in moving the combined enterprise into the future.
Collaborative Breakthrough – Success began by focusing on the staff, beginning with the creation and sharing of an understandable and compelling Case for Unification. This was followed by the sponsorship of cross-functional and cross-campus seminars and the creation of a bi-lateral team of mid-level Internal Champions, to help communicate and evangelize messages to the entire organization. Then, as the staff embraced the vision for this new reality, they actively participated in the creation and implementation of a Strategic Vision and a Strategic Playbook for Unity Health Center, with 5 Strategic Imperatives and 17 Tactical Plays (initiatives) to reshape the way healthcare is provided in their market.
Reality – In a letter from the CEO of Unity Health Center, shortly after our work was completed, he wrote:
“I can tell you that on numerous occasions your staff took us to places that were very uncomfortable. Had we not had that opportunity, and to do it in a very controlled way, there would still be some deep-seated issues amongst members of the organization about the unification process. There is a fine balance that has to be struck in the ability of someone to draw these feelings out and get these issues to the table, but do it in an environment that is conducive to building something new. It is my opinion that the Creative Realities staff truly had the ability to do this.
In closing, I would have to say now that any consultant (and we try not to use that word) that doesn’t pull the leadership of an organization into areas of some discomfort is not doing their job. Without it, they are not going to get that organization out of the box, to truly look at something new and innovative for their future. The staff of Creative Realities advocates strongly for their process, as I believe clients should advocate strongly for their organizations. But while sometimes stressful, it was at all times professional, and the needs of the organization were always the highest priority.”
Chuck Skillings, CEO
Unity Health Center