Client Case A
A Health Management Organization (HMO) illustrating diversity and inclusion, organization and culture assessment and strategic change.

Client Situation
A California HMO's fastest growing region was in the eastern part of the state where a mix of Latinos, African-Americans, Mung Chinese, Laotians, Filipinos, Mainland Chinese, Hawaiians, Vietnamese, East Indians and Native Americans and Caucasians lived. The HMO's employed staff were as diverse as its members. In addition, foreign-born physicians were hired and relocated to California.

The result was that at any given point several cultures, styles and assumptions were present in the exam rooms. Turnover was higher than competitors as were the number of sick days taken by employees. All the indicators for organizational health were trending in the wrong direction.

Cambio Solution
Cambio consultants performed an extensive culture and workplace environment survey. Results showed that conflict was pervasive within and across departments. Patient and employee satisfaction were so low that many staff said they would not recommend the HMO to their family, friends or neighbors.

To improve understanding, reputation and performance, a region-wide multi-faceted diversity initiative was launched. The approach included orientation to culturally competent care for new physicians, diversity and conflict management training for all staff, monthly open forums, and management development and leadership coaching for members of the top team.

Two years later, a re-survey showed statistically significant improvements in every assessment category plus major reductions in patient complaints, an increase in patient satisfaction, and an 80% drop in intra-department and inter-department conflicts. They have also become an employer of choice in the region.

Testimonials

"Winning the company's annual 'Achievements in Diversity' award is all the proof and recognition we need."

"It is easier for me to speak out against racism or intolerance at work when my management supports me in reinforcing zero tolerance."

"When I hear 'diversity' what comes to mind now is enrichment - different ways of looking at things that add up to more than the sum of the parts."

"You have truly made a difference here. Your openness, authenticity and willingness to take risks to help people grow are inspiring."