Brand and Culture Drive the Patient Experience at LCMC Health
How to build a sustainable, scalable process for a better consumer and employee experience.
// By John Marzano //
The goal for any hospital and health system is to successfully activate and operationalize the service trio of brand, culture, and experience to achieve business loyalty, recruit exceptional talent, and provide the best experience for people in need of care. The recipe for success in today’s transforming health care delivery model needs all three to tackle challenging consumer, patient, and employee expectations.
Christine Albert, APR, chief experience officer, LCMC Health
For Christine Albert, APR, chief experience officer at LCMC Health in New Orleans, Louisiana, the secret sauce begins with a long-term plan and a consistent mission, vision, values (MVV) foundation to drive the first two — brand and culture — as a launching point.
Over the past five years, LCMC Health’s challenge was to bring together both new and legacy hospitals into a cohesive system under one single brand. That effort has taken the organization more than three years of a five-year plan to solidify its brand position, internally and externally.
Albert and her team lead this challenging yet exciting effort with the overarching goal of creating the framework for LCMC Health’s eight hospitals; 14,000 employees; and dual academic partners to flourish.
“Brand is the expression of our true north,” says Albert. “In the challenge of bringing LCMC Health together, a value proposition grounded in our MVV defines who we are and what we stand for as a health care organization for our communities.”
Here, we share LCMC’s approach to embedding brand in the organization’s culture to drive better experience for employees, patients, and the community.