Hybrid organisational culture – is this the secret to person-centred service delivery?

For the past ten years, I have been working with service providers who are committed to creating an environment that is inclusive and person-centred.

External factors are often the catalyst for embarking on the journey of inclusive organisational change and often include a recognition that the organisation needs a competitive edge or during the merger of organisations.

A holistic approach to organisational culture includes a consideration of the corporate purpose, corporate identity and people’s (both those accessing the services and those delivering it) awareness, behaviour and motivation.

A hybrid organisational culture is created when an organisation adapts their way of operating to embrace its workforce and client diversity while still achieving corporate goals.

The organisations that have achieved this adaptation create superior service environments and significantly increase their competitive advantage.

Looking at the competing interests of the corporation and those that deliver and receive the service offered, you may think this is a challenge.

You are right, it is a challenge!

However, as there is a strong co-dependency between these entities, they cannot be looked at in isolation from each other.

In my experience, if any of these elemental entities is not considered, supported and valued, person centred service delivery cannot be not achieved.

What does the journey towards a hybrid organisational culture look like?

I have come up with a sequence of indicators that form a process based approach. The pillars of this approach are:

ACCEPT the challenge

and contest individual and corporate assumptions. A very common assumption is that if the corporate process is considered effective and efficient it works for the individuals accessing the service.

APPLY your knowledge

to create an individual and corporate collaboration that is based on the principals of person-centeredness. Some of the key concepts of person-centeredness are that the various stakeholders take the time to get to know each other and establish honest and respectful relationships, that there is an agreed level of shared power and responsibility, easy navigation of systems and processes.

ACTION agreed on strategies 

and 

ACTIVATE integrated strategies for continuous improvement

across all components of individual and corporate activities. An integrated continuous improvement approach includes ongoing engagement of all stakeholders and an evidence based monitoring, review and change process.

If you are interested in going on the journey, I am always happy to facilitate. Get in touch to discuss further.