Complex Multi-specialty Group Practice
One MGH CPE client of several years is a complex multi-specialty group practice with a wide geography and many competing priorities. Their first step was to have us complete a baseline Baldrige assessment. Based on their MGH CPE feedback, this organization created numerous changes in priorities, working on their identified "opportunities for improvement" over eighteen months. Two years later, we supported the development of an application for the Baldrige National Quality Award, interpretation and planning against their feedback, and development of priorities for improvement.We also partnered with the client to design a training program for managers and leaders who used the organization's application as a case study, analyzing and scoring the application themselves to develop deeper insight into the organization's strengths and performance gaps, as well as to identify ways to improve their second application. Over time, more than 100 leaders and managers participated in this engaging, participatory learning exercise, as the organization completed four Baldrige applications, each time significantly progressing in their score and receiving their state award.
This client relationship exemplifies our approach. All of us have worked in the client role with many different consultants, and we know how important it is for the change process to be owned by internal leadership, not the consultant. We stay low on the organizational "radar screen," providing coaching and support to individual executives as well as the entire senior leadership team.