- Home
- Resources
- Case studies
- Community health clinic network
Case study · Healthcare
Culture change for community health clinics in California.
How a Culture Canvas, quarterly training for 900 client-facing team members and steady reinforcement built a Culture of Quality.
Client overview
Community health clinic network
60 years of social justice and health equity.
What was keeping our client up at night?
- New competition in their not-for-profit space, and with it, decreased funding
- Customer satisfaction scores falling, complaints rising and patients leaving for other options
- Fewer skilled employees and increased turnover
- The COVID hangover for healthcare workers and the systems that support them
- The dilution of their values: Dignity. Excellence. Well-being. Social Justice.
The ask
“Can you help change our culture to a Culture of Quality?”
The solution.
-
01
Pre-training
Strategic planning sessions with the C-suite and other stakeholders defined every element of the Culture of Quality: goals, expectations, areas of need and desired outcomes.
Bonfire built a Culture Canvas that turned the Culture of Quality into a clear, visual framework: purpose, principles, the behaviors we reward, key tactics and the measures of success.
A Culture of Quality Committee chose a respected champion to shepherd the new culture. Before each training, managers held three short preview huddles, and a Promo Week built excitement.
-
02
Training
On each training day, 18 Bonfire trainers and support staff met 900 participants in one location and trained simultaneously across ten rooms, with three 90-minute workshops.
Talk about great energy and fellowship: every training day was full of fun, meaningful exercises and themed swag.
-
03
Post-training
Three “boosts” followed each training, led by clinic managers who reinforced the concepts and applied them with their teams.
-
04
Year-one priorities, accomplished
We trained leaders in coaching and feedback and in the new Behaviors We Reward, backed by a reward and recognition program.
- An “I Matter” employee engagement survey
- A patient survey aligned with the goal to love, serve and connect with clients
- A Culture Day so new hires experience the Culture of Quality from the start
-
05
Ongoing improvement
Regular reviews with the Culture of Quality Committee and senior leadership kept everything aligned, measured and adjusted. Next up: leadership and management development so the culture sticks.
Real results.
Employee training feedback, quarterly combined
Patient survey
Key outcomes
- Customer complaints significantly reduced through the end of the year
- The “I Matter” employee survey launched, with baseline results reported
More case studies.
Be your best. On purpose, every time.
Transform any customer interaction into a positive, successful one. Let’s talk about what your people need.