The transformation to open-heart skills and mindfulness in healthcare using the INTOUCH model

Abstract

The purpose of this case study was to evaluate areas of weakness in customer care, communication, leadership, and organizational culture of an eye clinic (40 employees) in the central part of the United States and propose specific strategies to address any deficiencies. Following initial interviews with the administrator and a senior physician partner, and observations of the organizational environment, variations of the organizational culture were measured using a company-wide survey to obtain a baseline measurement for the perception of communication, job satisfaction, and supervisor interaction with employees. Additionally, a quantitative and qualitative assessment was used to evaluate personal and organizational transformation. Specific actions taken to address deficiencies included: customer care training and personality profiling with all employees, leadership training, and coaching with physicians and administration, team building, quarterly reinforcement during staff meetings, and monthly newsletter articles published in the company newsletter. A 2-year model was developed to integrate the actions mentioned above. After 22 months, survey data suggests improved communication and job satisfaction, a decrease in absenteeism, an increase in the new patient ratio and average monthly collections, and the reported experience of personal and organizational transformation.