Skip to main content
SpringerLink
Log in
Book cover

Handbook of Personal and Organizational Transformation pp 1167–1192Cite as

The Transformation to Open-Heart Skills and Mindfulness in Healthcare Using the INTOUCH Model

  • Reference work entry
  • First Online:

  • 2702 Accesses

Abstract

The purpose of this case study was to evaluate areas of weakness in customer care, communication, leadership, and organizational culture of an eye clinic (40 employees) in the central part of the United States and propose specific strategies to address any deficiencies. Following initial interviews with the administrator and a senior physician partner, and observations of the organizational environment, variations of the organizational culture were measured using a company-wide survey to obtain a baseline measurement for the perception of communication, job satisfaction, and supervisor interaction with employees. Additionally, a quantitative and qualitative assessment was used to evaluate personal and organizational transformation. Specific actions taken to address deficiencies included: customer care training and personality profiling with all employees, leadership training, and coaching with physicians and administration, team building, quarterly reinforcement during staff meetings, and monthly newsletter articles published in the company newsletter. A 2-year model was developed to integrate the actions mentioned above. After 22 months, survey data suggests improved communication and job satisfaction, a decrease in absenteeism, an increase in the new patient ratio and average monthly collections, and the reported experience of personal and organizational transformation.

This is a preview of subscription content, log in via an institution.

References

  • Aviles PR, Dent EB (2015) The role of mindfulness in leading organizational transformation: a systemic review. J Appl Manag Entrep 20(3):31–55

    Google Scholar 

  • Bell G (2013) Practice makes perfect: how mindfulness can change coaching for the better. Dev Learn Organ 27(4):28–30

    Article  Google Scholar 

  • Berry LL, Hensel JS, Burke MC (1976) Improving retailer capability for effective consumerism response. J Retail 52(3):3–14. 94

    Google Scholar 

  • Bleich MR (2016) A gift to self: leadership coaching. J Contin Educ Nurs 47(1):11–13

    Article  Google Scholar 

  • Bridges W, Bridges S (2016) Managing transitions: making the most of change 4E. Da Capo Press, Philadelphia

    Google Scholar 

  • Brown B (2012) Daring greatly. Penguin Group, New York

    Google Scholar 

  • CAHPS® Hospital Survey (2005) Hospital consumer assessment of healcare providers and systems. http://www.hcahpsonline.org/home.aspx. Accessed 31 Oct 2016

  • Clarke C, Easles-Reynolds LJ (2015) Human factors paradigm and customer care perceptions. J Health Care Qual Assur 28(3):288–299

    Article  Google Scholar 

  • Clutterbuck D, Hirst S (2002) Leadership communication: a status report. J Commun Manag 6(4):351–354

    Article  Google Scholar 

  • Dattner B (2008) The use of personality tests for coaching and developing. Psychol Today. Available from: https://www.psychologytoday.com/blog/credit-and-blame-work/200806/the-use-and-misuse-personality-tests-coaching-and-development. Accessed 26 Oct 2016

  • Dunnet AJ (2007) The role of organizational culture in customer service. Bus Rev 7(1):38–44

    Google Scholar 

  • Gaddis BH, Foster JL (2015) Meta-analysis of dark side personality characteristics and critical work behaviors among leaders across the globe: findings and implications for leadership development and executive coaching. App Psychol 64(1):25–54

    Article  Google Scholar 

  • George B (2015) Discover your true north. Wiley, Hoboken

    Google Scholar 

  • Goleman D (1995) Emotional intelligence. Bantam Books, New York

    Google Scholar 

  • Goleman D (2004) What makes a leader? Harv Bus Rev 82(1):82–91

    Google Scholar 

  • Greenberg J (2013) Managing behavior in organizations, 6th edn. Pearson Education, Upper Saddle River

    Google Scholar 

  • Hall A (2016) Exploring the workplace communication preferences of millennials. J Organ Culture Commun Conflict 20(1):35–44

    Google Scholar 

  • Harper D (2016) Online etymology dictionary. Available from: http://www.etymonline.com/index.php?term=courage. Accessed 28 Oct 2016

  • Henochowicz S, Hetherington D (2006) Leadership coaching in health care. Leadersh Org Dev J 27(3):183–189

    Article  Google Scholar 

  • Hess C (2013) Health care educators: new directions in leadership development. J Leadersh Stud 6(4):72–76. https://doi.org/10.1002/jls.21269

    Article  Google Scholar 

  • Hicks R, McCracken J (2011) Coaching as a leadership style. Physician Exec 37(5):70–72

    Google Scholar 

  • Hill N (1937) Think and grow rich. Ralston Society, Meriden

    Google Scholar 

  • Hills L (2016) Loneliness at the top: ten ways medical practice administrators can manage the isolation of leadership. J Med Pract Manage 31(5):292–296

    Google Scholar 

  • Howard A, Hirani K (2013) Transformational change and stages of development in the workplace. J Integral Theory Pract 8(1&2):71–86

    Google Scholar 

  • Jamail N (2014) The leadership playbook: creating a coaching culture to build winning business teams. Gotham Books, New York

    Google Scholar 

  • Jones LB (2005) The four elements of success. Thomas Nelson, Nashville

    Google Scholar 

  • Jung C (1957) The undiscovered self. First Signet Printing, New York

    Google Scholar 

  • Kabat-Zinn J (1994) Wherever you go, there you are: mindfulness meditation in everyday life. Hyperion, New York

    Google Scholar 

  • Keyton J, Caputo JM, Ford EA, Fu R, Leibowita SA, Liu T, Polasik SS, Ghosh P, Wu C (2013) Investigating verbal workplace communication behaviors. J Bus Comm 50(2):152–169

    Article  Google Scholar 

  • Lencioni (2012) The advantage: why organizational health trumps everything else in business. Jossey-Bass, San Francisco

    Google Scholar 

  • Lok P, Crawford J (1999) The relationship between commitment and organizational culture, subculture, leadership style, and job satisfaction in organizational change and development. Leadersh Org Dev J 7(20):365–373

    Article  Google Scholar 

  • Luken M, Sammons A (2016) Systematic review of mindfulness practice for reducing job burnout. Am J Occup Ther 70(2):1–13

    Article  Google Scholar 

  • Marques J, Dhiman S, Biberman J (2011) Managing in the twenty-first century: transforming toward mutual growth. Palgrave Macmillan, New York

    Book  Google Scholar 

  • Maxwell J (2007) The 21 irrefutable laws of leadership. Thomas Nelson, Nashville

    Google Scholar 

  • McCartney M (2016) Margaret McCartney: mindful on mindfulness. Br Med J 352:i839

    Article  Google Scholar 

  • Merriam-Webster Dictionary (2016) Available from: http://www.merriam-webster.com/dictionary/courage. Accessed 28 Oct 2016

  • Naisbitt J, Naisbitt N, Philips D (2001) High tech high touch. Nicholas Brealey Publishing, London

    Google Scholar 

  • Newberg A (2012) 6 exercises to strengthen compassionate leadership. Fast company. Available from: https://www.fastcompany.com/1840226/6-exercises-strengthen-compassionate-leadership. Accessed 27 Oct 2016

  • Nowacki AS, Barss C, Spencer SM, Christensen T, Fralicx R, Stoller JK (2016) Emotional intelligence and physician leadership potential: a longitudinal study supporting a link. J Health Adm Edu 33(1):23–41

    Google Scholar 

  • O’Neill M (2005) Employee care, a vital antecedent to customer care in the health care industry: an exploratory investigation of the employee satisfaction construct at North East Alabama Regional Medical Center. Int J Health Care 18(2):131–151

    Article  Google Scholar 

  • Phillips M (2016) The “best” business buzzwords. InTheBlack. Available from: https://intheblack.com/articles/2016/04/19/the-best-business-buzzwords. Accessed 20 Oct 2016

  • Pinsker J (2015) Corporations’ newest productivity hack: meditation. The Atlantic. Available from: http://www.theatlantic.com/business/archive/2015/03/corporations-newest-productivity-hack-meditation/387286/. Accessed 27 October 2016.

  • Roebuck D (2001) Improving business communication skills. Prentice-Hall, Upper Saddle River

    Google Scholar 

  • Rosenberg MB (2003) Nonviolent communication: a language of life, 2nd edn. PuddleDancer Press, Encinitas

    Google Scholar 

  • Senge P (2006) Dimensions of a learning city. Reflections 7(1):4–8

    Google Scholar 

  • Senge P, Kleiner A, Roberts C, Ross R, Smith B (1994) The fifth discipline. Doubleday Dell Publishing Group, New York

    Google Scholar 

  • Sinek S (2009) Start with why. The Penguin Group, New York

    Google Scholar 

  • Smith JA, Rayment JJ (2006) The global SMP fitness framework: a guide for leaders exploring the relevance of spirituality in the workplace. Manag Decision 45(2):217–234

    Article  Google Scholar 

  • Taylor B, Roberts S, Smyth T, Tulloch M (2015) Nurse managers’ strategies for feeling less drained by their work: an action research and reflection project for developing emotional intelligence. J Nurs Manage 23:879–887

    Article  Google Scholar 

  • Thyer GI (2002) Dare to be different: transformational leadership may hold the key to reducing the nursing shortage. J Nurs Manag 11:73–79

    Article  Google Scholar 

  • Timmins F (2011) Managers’ duty to maintain good workplace communication skills. Nurs Manag 18(3):30–34

    Article  Google Scholar 

  • Vance C, Larson E (2002) Leadership research in business and health care. J Nurs Scholarsh 34:165–171

    Article  Google Scholar 

  • Wang Z, Adams J (2016) Bringing mindfulness to your workplace. ATD Press, Alexandria

    Google Scholar 

  • Wigglesworth C (2012) The twenty-one skills of spiritual intelligence. SelectBooks, New York

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. INTOUCH Coaching, LLC, P.O. Box 8364, 72703, Fayetteville, AR, USA

    Rhonda S. Ellis

Authors
  1. Rhonda S. Ellis
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Rhonda S. Ellis .

Editor information

Editors and Affiliations

  1. Edgewalkers International, Fayetteville, Arkansas, USA

    Judi Neal

Rights and permissions

Reprints and permissions

Copyright information

© 2018 Springer International Publishing AG, part of Springer Nature

About this entry

Check for updates. Verify currency and authenticity via CrossMark

Cite this entry

Ellis, R.S. (2018). The Transformation to Open-Heart Skills and Mindfulness in Healthcare Using the INTOUCH Model. In: Neal, J. (eds) Handbook of Personal and Organizational Transformation. Springer, Cham. https://doi.org/10.1007/978-3-319-66893-2_19

Download citation

Publish with us

Policies and ethics

Search

Navigation