The Experience Initiative: Part 1 A New Path Forward

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In this episode, Sue Tetzlaff interviews Ben Davis, President and CEO at Glencoe Regional Health (GRH), about their newly launched Experience Initiative. Ben plans to be a quarterly guest on the podcast to chronicle the approach, progress, successes, and challenges of this initiative. During this first episode, Sue and Ben the early months of the partnership between Capstone and GRH centered around continually improving the employee experience, patient experience, and patient access. They also talk about the importance and role of employee-driven teams and the leadership team in driving the success of this change initiative. The conversation highlights the challenges of change and the need for data-informed decision making. They also discuss upcoming Experience Initiative events which include initial training on the initiative via all-employee training events and a 2-day leadership training.

• GRH’s Experience Initiative is centered around advancing their strategic priorities to improve the employee experience, patient experience, and patient access.
• Employee-driven teams are an important part of the Experience Initiative’s approach for involving frontline staff in decision making and driving change.
• Leadership also plays a crucial role in leading and supporting the changes that are part of the Experience Initiative.
• Data-informed decision making is essential to this initiative for identifying areas of opportunity and setting goals.
• The investment in leadership development, onboarding, and succession planning is important for the future success of the organization.
• Ben Davis, GRH’s CEO, plans to be a quarterly guest on the Culture Change RX podcast to chronicle the approach, progress, successes, and challenges of this initiative

Through their Experience Initiative, Glencoe Regional Health (GRH) is uniti

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Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

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