client case study

Children's Hospital Los Angeles

CEO Rich Cordova

Shifting the culture to meet challenges of health care reform

The first and largest pediatric hospital in Southern California, Children’s Hospital Los Angeles regularly earns top honors for the care it delivers to more than 104,000 children and their families each year. It is one of only 13 children’s hospitals to be designated a “Top Hospital” for 2013 by The Leapfrog Group, and is designated as a Magnet Hospital by the American Nurses Credentialing Center – an honor held by only five percent of hospitals nationwide. So, with such an impressive track record, why has the hospital been working on reshaping its culture?


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In 2010, Cordova engaged Senn Delaney to guide a culture-shaping program. Cordova sought to create an inspiring purpose to guide the academic medical center and build on a strong foundation for its people to thrive and navigate changes in the health care landscape. There was a need to change cultural ways of working together across disciplines, and with other health care providers to provide a broader, community-based, and collaborative system for delivering care needed today. He knew that by purposefully shifting the CHLA culture the executive team would to better able to fulfill its mission, vision and strategies.


According to Cordova, the culture change has been a success and helped in several ways. “The culture shaping has really transformed the way we do business,” says Cordova. “The survey results we get back from our employees are constantly improving."


He adds: "One of the major initiatives that we’ve embarked on is our automated medical record on the outpatient side. It tremendously affects the way our clinicians treat our patients, and the processes and the flow of work all had to be redesigned,” he says. “What the culture transformation work did was it gave us the opportunity to be aligned, to have an easier way of getting alignment quicker, and get to the work that has to be done so that we can execute effectively.”



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Culture Drives Performance Image