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Building & Sustaining a Culture of TRUSTED Intelligent Care: Patient and Staff Experience


February 18
1:00 pm to 2:30 pm
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If, as the saying goes, “Culture eats strategy for lunch,” then enhancing organizational culture must become strategy No. 1. However, this is not often the case. While pressure continues to mount on health centers to implement systems of care that achieve the quadruple aim in healthcare, preoccupation with strategies, activities and metrics frequently trump focus on culture and behavior, often to the detriment of the patient experience and outcomes. This preoccupation is a major cause of ongoing challenges experienced by health centers working to increase quality, improve population health, and enhance the experience of patients and staff. Often, the distraction that comes with initiative overload and the crush of daily activities takes us further away from focusing on patients and ultimately achieving a sustainable system of patient-centered, value-based care. Participants will engage with APHCA, in collaboration with Dr. Brian Wong, to complete Patient-Accountable Culture (P-AC) Assessments to help identify ways to improve organizational culture. This series is a continuation from 2020 and will include patient and staff satisfaction surveys in 2021. Dr. Wong will review the “practice” of a TRUSTED Culture, timelines of the TRUSTED Culture journey at APHCA, a summary of key insights of a TRUSTED Culture at APHCA, and baseline TRUSTED Culture Survey results for APHCA and discuss next steps for 2021.

This training is only available APHCA members.

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