Culture Change for Community Health Clinics in California

Strategic planning sessions occurred with C-suite and other stakeholders to determine all elements of the Culture of Quality (i.e., goals, expectations, areas of need, desired outcomes).

Culture Canvas: Bonfire set about defining the Culture of Quality in graphic form. The Culture Canvas defines the purpose, principles and behaviors we reward in the desired culture, the key tactics and their priorities, and the measurements we wanted the culture to achieve.

Culture of Quality Committee was formed and selected a respected Champion that would shepherd the new culture. From the canvas creation, every quarter, Bonfire designed and trained 900 client-facing team members on the Culture of Quality. Topics included the Behaviors We Reward and the Principles of the Culture of Quality.

Leading up to the training, Managers would hold 3 short huddles with their teams — a way to preview the training topics. Then, the week before the training, Promo Week would continue to build excitement.

On the day of training, 18 Bonfire team members (trainers and support staff) would convene in one location, together with 900 participants, and train simultaneously with ten rooms of participants and three 90- minute workshops.

Talk about great energy and fellowship for culture training! The training day always consisted of fun, meaningful exercises and swag that aligned with the theme

Once training was done, we followed up with training reinforcement: 3 “boosts.” Each boost was led by Clinic Managers who would reinforce the concepts and apply them to their teams.

We trained the leaders on coaching and feedback and on the new expectations of the CoQ, the Behaviors We Reward. A reward and recognition program for the Behaviors We Reward was put in place.

An employee engagement survey called “I Matter” was implemented.

We aligned the patient survey with the Culture of Quality goal to love, serve, and connect with clients. We created a Culture Day that included the very best message and exercises throughout the year so that newly hired staff can learn and experience the Culture of Quality.

Throughout the year, we had regular reviews with the Culture of Quality Committee and senior leadership to align, measure and adjust. We are excited to have an on-going relationship with the client.

Next up, Bonfire is doing leadership and management development to ensure the stickiness of the culture, and the leadership behaviors are aligned with the Culture of Quality.