Cultural and Customer Dialogue for hospitals and clinics

What staff, patients and referring doctors experience, and what they would change.

In a hospital, the nursing staff know exactly where things go wrong after a night shift. The patient knows what went wrong at discharge, and the GP why he would rather refer his patients elsewhere. By the time it reaches hospital management, it has been filtered or lost. In the dialogue all three groups write anonymously what they think about your questions and weigh the others' contributions. On their smartphone, even at night after a shift.

After 21 days you know where your hospital really stands. And what needs tackling first.

Proven with more than 60 clients in business, public administration & politics. On average, our clients did not know 8 of the 10 strongest contributions.

What you get

1. What lies behind the metrics: Turnover, referrals, ratings: you see the reasons behind them, in the words of those who experience it.

2. Three perspectives, one ranking: Staff, patients and referrers analysed separately. You see where they agree and where they don't.

3. Priorities for investment: The decision matrix shows what many want and where implementation will be easy. Before you commit budget.

How it works

• Strategy workshop: Three hours. We arrive with a finished concept and sharpen the questions and the groups taking part with you.

• Launch: Within 48 hours the dialogue space is ready. We write the invitations, you send them.

• Dialogue: Three weeks, moderated daily. We check every contribution. You follow along live.

• Result: A report per question, a one-pager for management and the board, and a ready-to-send response to everyone who took part.

Why BrainE4 is different

• More than a satisfaction survey: A scale shows that something is wrong. Here you read what it is, and how many see it that way.

• No career risk: Criticising the chief physician in a meeting is risky. Anonymously it isn't. That's why you hear about it while it's still small.

• Ten minutes, whenever it suits: No appointment, no meeting. Shift work is no obstacle.

• Insight Guarantee: In the strategy workshop we record six assumptions per question: what you expect. We mix them covertly into the contributions. If on average at least five of the top 10 are new to you, your knowledge has doubled. Otherwise we refund the dialogue.

For whom

• Hospital management and CEO: when you want to know where your managers stand after a crisis or before a new strategy.

• Head of nursing and HR: when specialists leave and you want to know what would keep them.

• Marketing and referrer management: when referrals drop and nobody says why.

In practice

Uster Hospital: After a financial crisis, CEO Martin Werthmüller wanted to take his managers from survival mode to shaping the future. 74% took part, 85 of 115 managers contributed their own theses, including uncomfortable ones such as «senior management is too far from the base». This led to the format «In conversation with the CEO» and a dedicated leadership programme. Read the interview

«Some of my hypotheses were replaced by better statements from management.» Martin Werthmüller, CEO

Ideal for:

Strategy after a crisis · Retaining nursing staff · Referrer relationships · Patient experience · Mission statement · Leadership development

Frequently asked questions

Can patients and referrers simply take part?
Yes. They receive a link and need about ten minutes on average, anonymously and at any time of day. We analyse the groups separately.

How do we keep it from becoming a complaints channel?
Insults stay out, criticism stays in. Every contribution has to hold its own in many comparisons. Only what many share ends up at the top.

What happens to the results?
They reach you first. You decide what to communicate. We write the response to participants ready to send.

Does it comply with data protection?
Yes. No contribution is linked to a person, compliant with the Swiss FADP and the GDPR, developed in Switzerland.

All questions and answers

See more

Video: The Cultural Dialogue in brief. Watch the video

Customer Dialogue: What patients and referrers want first. Learn more

Try it yourself: An Idea Duel from your employees' point of view. Experience the Idea Duel

Your hospital knows where it hurts.
Ask it before the numbers show it.

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