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A fervent believer in the promise of human powered growth, Russ leads CMG in partnering with companies to help them become aligned, agile, customer-driven enterprises that unleash the potential of their organizations with sustainable improvements in focus, teams, culture, and process our clients.
Mark leads CMG in partnering with Telecom companies to help them increase customers and accelerate revenue. His 25+ years of experience in growth, strategy and execution includes B2C and B2B multi-channel acquisition programs, customer experiences that surprise and delight, pricing that optimizes customer value, and innovative product development.
Below is a snapshot of what business transformation and agility enables for Healthcare Players, and what it could look and feel like for you, as a leader in the healthcare space. This kind of health transformation can address team dysfunction, enhance leadership, improve outcomes and engagement, and re-center organizations on what matters most – the central mission of value and care for their patients.
While written in 2021, this piece fast forwards to the start of 2022 and looks back on a year of change from the perspective of a CMG engagement, capturing the story of transformation from one of our health organization clients, “The Health Clinic.”
In just four short quarters, Mission Central has tapped into the existing patient-centric culture and refined a team-based, rapid improvement approach to the way The Health Clinic operates. It has guided two interdisciplinary pilot teams, with a small group of members experimenting and learning how new ways of working can be successful at the clinic. To date, they’ve hit the metrics the organization defined up front in its Transformation Scorecard, tracking progress and improvements across Leadership, Ways of Working, Data & Technology, Analytics & Insights, and most importantly, Patient Care.
The team-based approach to change relied on transparent communication among pilot teams, and it inspired team members outside of the pilot program to learn, change, and grow with the efforts. The team members involved were doctors, nurses, staff, administrative members, and business operations associates and leaders; a range of backgrounds and expertise improved rates in how The Health Clinic serves its patients, maximizing cross-functional benefits. While cultures can take years to transform, the pilot teams focused on knocking down one roadblock at a time, and building the business case for the full organization to transform the way it works and operates.
Looking back on the past year of change to this organizational inflection point, it was important that The Health Clinic worked with the complexity of its environment. Similar to most Fortune 500 companies, The Health Clinic is a global community, with numerous products and services functioning under robust management, overhead, and health and safety requirements. While the weight of this overhead is necessary in some areas of the clinic, it and the rigor of the healthcare space had previously suppressed the amount of agile change the clinic could drive and sustainably support, holding it back from more efficient and effective services.
What was different this time was the dedicated change team – the Mission Central members – who didn’t approach change as a roaring overhaul, but rather, approached it as incremental steps forward owned by focused teams. Partnering with CMG, The Health Clinic was able to protect these teams in taking the time to experiment with new management approaches, tighter-knit communication, higher accountability, and better goal and care alignment across the organization. CMG coached the executive leadership team alongside the pilot teams to support the space they all needed to test and learn in the clinic and admin hallways. Together, the teams and CMG worked to develop better organizational approaches, addressing the hurdles complex care work and complex organizations present.
In short, the focus for Mission Central and the pilot teams was to anchor its work and care delivery on the principle that world-leading organizations prioritize value creation for people (patients) above all else.
Looking forward, from here in January 2022, Mission Central will be guided directly by The Health Clinic teams and leadership team members, who have grown alongside support from CMG over the past year. They have been equipped with the knowledge, experience, and tools needed to help the clinic scale its transformation from a few pilot teams to an entirely new operating model. CMG is moving to become an advisor to Mission Central in the upcoming challenges, called in to assist with use cases, expansion, or new opportunities for the organization to continue becoming more efficient, effective, and patient-centric.
While challenges are a constant, this transformative work enables health-based organizations to continue evolving for their people and patients. It’s not about being 100% future proof, but it is about being prepared and equipped to keep tackling what’s next, as a unified and effective team of healthcare teams.
If this sounds like a valuable opportunity for your health organization, let’s get in touch. We’d love to help you design the future state of your teams and patient or customer value delivery.
