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4 Learnings from the IHI On Culture Change

I had the pleasure of attending the Institute of Healthcare Improvement (IHI) and BMJ International’s Forum on Quality and Safety in Kuala Lumpur recently. It was a FANTASTIC two days and I learnt a great deal about the integration of patient experience and quality and safety. There was a sterling line up of speakers including Don Berwick, Helen Beavan and industry CEOs who are known change-makers in the industry.

Changing organisational culture is CORE to quality, safety and patient experience initiatives. The IHI Forum certainly drove this home – watch this video to find out more…


Learning 1: Culture change is not just about getting great data but changing the mindsets, leadership, and capturing the hearts and minds of staff and CEOs.

Learning 2: Find out about your patients and communities by listening to 7 stories that they tell. Analyzing these 7 stories can tell you a lot about the major issues in your organization.

Here’s more about the #7stories – IHI CEO, Derek Fealy

Learning 3: When it comes to the patient experience, the technical delivery of medical expertise, health analytics and medications are secondary to staff communication and their teamwork in relation to the patient’s care. Patients and their caregivers are privy to and highly value their overall interactions and care from staff.

Learning 4: Enable social action. Enable and empower staff to create communities of champions within themselves. These communities could be formal or informal and will start to create and drive change in the organisation, similar to a micro-movement.

Do use some of these ideas and let me know how you go with motivating and inspiring staff in your journey toward improved patient experience and culture change. If you have been experiencing specific challenges in engaging staff, call me for a chat on +61 2 8091 0918 or via email.

About the Author: Dr Avnesh Ratnanesan

Dr Avi is a medical doctor with broad healthcare sector experience including hospitals, biotech, pharmaceuticals and the wellness industry. He is a leading expert who coaches and consults to senior executives, entrepreneurs, practitioners, organisations and governments.