Health and Wellbeing, plus Pharma

Service/Process Improvement Workshops,
Mercy Hospital Medical Center, Iowa (US)


Founded by the Catholic Sisters of Mercy in 1893, this non-profit health centre consists of a 917-bed hospital, located on three Des Moines campuses, plus a network of health care facilities in 16 rural communities, along with 25 family practices and specialty clinics. They employ more than 5600 staff and have a huge volunteer force, committed to the values of the organisation. Areas of excellence include heart, cancer, maternity and paediatrics, medical imaging, critical care, neurology, orthopaedics, emergency/trauma and mental health services.


Synergy Global was asked to help with a values-based leadership project, in the run up to the hospital’s quality re-accreditation. The Board wanted to check that the organisational values were really integrated and that people were walking the talk at all levels.
There were also financial challenges given the emergence of ‘managed care’ at the time, which had greatly increased the pressure of competition, so they also asked for recommendations regarding modernisation.


We completed a full organisational assessment, then assisted with service/process improvement using lean methodology. We also ran a series of workshops for staff and volunteers across the organisation, testing how they interpreted the values in day-to-day work situations. We also helped to transfer reengineering skills to internal change coaches and put in a communications plan, which included using notice boards, newsheets and action plans to engage staff more effectively and keep them up to date with what was being achieved – this was very well received and helped people to celebrate success in a period of huge change. We also facilitated a series of workshops on conflict resolution and worked on a variety of trouble shooting projects involving behavioural change.


All reports and interventions were well evaluated by staff and the Executive/Board and we were commissioned to carry out further team/leadership development and cultural change projects.

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