How Fairchild Medical Center created an inclusive culture and engaged employees during change.

Fairchild Medical Center embarked on an organisation wide behavioural change programme based on five core values, teamwork, compassion, respect, innovation and quality. The implementation of an employee communications platform improved employees experience.

Fairchild Medical Center (FMC) is located in Yreka, California at the base of the beautiful Mount Shasta and serves the rural community of Siskiyou County. The Center is a state-of the-art healthcare facility, caring for more than 60,000 patients annually, including more than 12,000 Emergency Department patients. As the single largest private employer in Siskiyou County FMC contributes significantly to the local economy with more than 500 employees and 26 physicians who call the area home. 

The Problem

FMC has seen significant sustained growth over the years and the number of employees has increased substantially as a result. The executive team recognised that the organisation had been allowed to grow without being fully grounded in a strong, unifying organisational culture and it was clear that internal communications were sub-optimal resulting in pockets of low morale, disengaged staff and high staff turnover. 

“We want communication to go in a circle; from the top to the bottom and back up again...”

Elizabeth Langford, Executive Director, Fund Development, Fairchild Medical Center

Exploring Options

About 18 months ago, the executive team took the decision to embark on an organisation wide behavioural change programme based on five new core values – teamwork, compassion, respect, innovation and quality. These core values are fundamental to the organisation and will drive everything including employee appraisals, recognition and hiring. However, according to Elizabeth Langford, Executive Director Fund Development “the rollout was not embraced as the way we hoped”. 

Given that teamwork is one of the core values, the consequence of poor communication was impacting this area in particular. Elizabeth commented “our team members didn’t feel they were part of the team and they felt a little bit disassociated and it's hard to get buy in for big ideas when those ideas don’t flow from top to bottom”.

The Solution

Elizabeth evaluated several app solutions on the market before deciding to proceed with Thrive. In a relatively short space of time she was up and running, using the Thrive’s intuitive content management system with online support from the team in Northern Ireland. 

“I am very impressed with the Thrive platform and the team have been wonderful to work with. I appreciate how responsive and helpful they have been throughout the process.”

Elizabeth Langford, Executive Director, Fund Development, Fairchild Medical Center

“The FMC TAPP app is great for keeping in touch with what is going on at Fairchild, especially if you work in the evening! I like being able to check the cafeteria menu before I come to work and the new team member section helps me learn faces and names faster as well as welcome them to our team!”

Isaac Inselman, Environmental Services Supervisor, Fairchild Medical Center

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