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Workplace Culture as a Strategic Pillar: Lessons from Wellstar Health System, feat. CSO Matt Terry · The Strategy Catalyst Dispatch

• 0:05
  Anika: Welcome to the Strategy Catalyst Dispatch, a podcast from the Strategy Catalyst team at the Health Management Academy.
• 0:12
  Anika: I'm your host, Anika Rashid Senior Analyst, and each episode we'll delve into the trends and insights shaping healthcare strategy today.
• 0:20
  Anika: Let's dive in.
• 0:27
  Anika: so when staffing gaps widen and margin shrink, your workplace culture goals can start to feel like a luxury.
• 0:34
  Anika: Like the kind of goal that's easy to deprioritize when the focus turns to keeping the lights on and making sure that providers are available to see your patients and that there are appointments available.
• 0:45
  Anika: But in US hospitals, the average turnover rate for registered nurses is still hovering around 16.4% from 2024, and the cost of replacing a single staff nurse has climbed past$61,000.
• 0:59
  Anika: So what this means is that workplace culture isn't a nice to have in today's environment.
• 1:04
  Anika: It can be the difference maker at WellStar Health System.
• 1:07
  Anika: They've done something special in Strategy Catalyst, recently published Strategic Plan Compendium, A collection of 12 Health Systems Strategic Plans, which you can find on our website, HM academy.com.
• 1:17
  Anika: We saw how WellStar elevated workplace culture.
• 1:20
  Anika: In this episode, chief Strategy Officer Matt Terry tells us about how they've positioned culture as a strategic pillar complete with funding metrics and enterprise ownership alongside their other pillars, which also include personalizing care models, engaging consumers through their experiences, expanding access to care and elevating communities.
• 1:40
  Anika: This episode is about turning something that often feels intangible into infrastructure.
• 1:47
  Anika: My colleague, Tucker Doherty, associate Director on Strategy Catalyst and author of our newsletter, the strategist, sat down with Matt to unpack how WellStar is making culture, measurable, fundable, and operational.
• 2:02
  Tucker Doherty: let's jump right in then.
• 2:03
  Tucker Doherty: Matt, thank you for joining us.
• 2:05
  Matt Terry: Of course, Tucker, happy to be here.
• 2:08
  Tucker Doherty: So culture is often described as a strategic priority, but it's also not where most systems say they're putting their dollars.
• 2:15
  Tucker Doherty: How has WellStar approached making that culture visible and fundable within your workforce strategy?
• 2:21
  Matt Terry: Yeah, so Tucker, a couple of things to answer that question.
• 2:24
  Matt Terry: So we've actually put culture as one of our five themes in our strategy.
• 2:28
  Matt Terry: So it's out in front when we talk about strategy, culture is just as important as when we talk about our communities that we serve, the connections that we create and the care models that we develop for our patients.
• 2:38
  Matt Terry: like I said, it's not just a priority, it's a strategic investments, and we apply that same level of rigor to culture as we do to recruitment or physician alignment.
• 2:46
  Matt Terry: that means really both.
• 2:47
  Matt Terry: Scanning the internal and external environments, learning what's happening in the marketplace today, servicing ideas that move us toward our vision, and then evaluating them through the lens that our people are our greatest asset.
• 2:58
  Matt Terry: And part of that is to make sure everybody has a chance to provide thoughts and ideas around how we can advance our cultural investments within WellStar today.
• 3:06
  Tucker Doherty: So you mentioned that culture is a strategic pillar unto itself in your strategic plan.
• 3:11
  Tucker Doherty: obviously culture also impacts all parts of the organization, has impacts on other parts of your strategic plan, possibly, the digital transition, the shift towards outpatient care.
• 3:21
  Tucker Doherty: how do you view culture as interfacing with those other strategic priorities?
• 3:25
  Matt Terry: Yeah, and that's a great question and we really built our strategic plan and our five things to really.
• 3:31
  Matt Terry: support each other, right?
• 3:32
  Matt Terry: We have culture.
• 3:34
  Matt Terry: We have connections, which is about identifying and building front doors and access to WellStar.
• 3:39
  Matt Terry: We talk about our consumers and really focusing on how do you develop the services and programs in a manner with which the patient wants that care, when they want that care, where they want that care and how they want that care delivered.
• 3:50
  Matt Terry: We have care model, which is really focused around the teams and how we develop our.
• 3:55
  Matt Terry: Primary care and specialty offices to work cohesively.
• 3:58
  Matt Terry: and then finally we have our communities, right?
• 3:59
  Matt Terry: And we're the largest employers in many of our markets.
• 4:01
  Matt Terry: And then how do we make sure we are fulfilling our commitment as a health organization and, employer of choice to those communities.
• 4:08
  Matt Terry: And so they all feed off each other and provide, what I would call direction.
• 4:12
  Matt Terry: So the culture.
• 4:14
  Matt Terry: Absolutely helps direct how we're gonna do our community investment and growth.
• 4:19
  Matt Terry: It's how we look for partners in the community that have a similar culture and mission and vision around, treating patients.
• 4:25
  Matt Terry: The culture is inherently involved in how we develop those care model teams, right?
• 4:29
  Matt Terry: They're gonna be providing our, kind of our customer promise in ways that are consistent with.
• 4:33
  Matt Terry: WellStar's vision and experience, factors.
• 4:36
  Matt Terry: The culture is around how we develop our sites of care.
• 4:39
  Matt Terry: And so when we talk about the move to digital, more and more people want that care kind of a realtime basis.
• 4:44
  Matt Terry: So the culture we're building is one around realtime response and ability to get you in as fast as possible and answering your questions as soon as we can.
• 4:52
  Matt Terry: so ICA Tucker that we're building our kind of the culture within WellStar.
• 4:55
  Matt Terry: To start to develop and be much more outward facing and external facing.
• 4:59
  Matt Terry: That people, when they come to a WellStar facility, or a physician or a nurse, or whomever, that first time they see that and they stay because they know they're gonna get the answers they want, the care they need and the quality that they deserve.
• 5:09
  Matt Terry: I.
• 5:10
  Tucker Doherty: So when you know more near term needs, like recruitment or physician alignment, or competing for attention, how have you kept the long-term cultured information on the agenda?
• 5:20
  Matt Terry: Yeah, so we have a process in place today where we do a, what I would call a strategy refresh every year.
• 5:26
  Matt Terry: and so we have existing work teams that are focusing on our five themes on a constant basis.
• 5:32
  Matt Terry: So we've created the process in which, if there are short term needs and strategies to develop our attacks, to respond to, we have the people in place to respond to that and to secure funding from a long-term perspective, right?
• 5:43
  Matt Terry: We've backed that belief with real investment.
• 5:45
  Matt Terry: We look at competitive compensation.
• 5:47
  Matt Terry: Market leading retirement contributions and differentiated wellness benefits.
• 5:52
  Matt Terry: So programs like Spring Health, which is a mental health, app that, that people utilize and have that for free over the course of the year.
• 5:58
  Matt Terry: We have concierge services, we have our own internal wellness team as well to support the whole person.
• 6:02
  Matt Terry: So it's not just about the dollars tucker, it's about making that culture tangible and sustainable for our colleagues.
• 6:09
  Tucker Doherty: Makes sense.
• 6:10
  Tucker Doherty: You're describing culture not as something aspirational, but as something funded and operationalized, just like any other part of strategy.
• 6:17
  Tucker Doherty: You mentioned a few tangible investments that make it feel real for staff from wellness programs to market leading benefits.
• 6:23
  Tucker Doherty: What metrics or signals then do you find most credible for demonstrating that cultural change is actually taking hold in ways that matter to say executives and boards.
• 6:32
  Matt Terry: Yep.
• 6:33
  Matt Terry: so Tucker, I mentioned our strategy.
• 6:34
  Matt Terry: So we have, we have developed a dashboard that we actively use to measure progress against our five themes.
• 6:40
  Matt Terry: And since culture is an existing, theme that we utilize, we look at both retention and then we look at our great Place to work scores.
• 6:47
  Matt Terry: And both of those are what we hang our hats on regarding culture.
• 6:50
  Matt Terry: we've seen meaningful improvement in our retention thanks to our investments in compensation, development and wellness.
• 6:56
  Matt Terry: and Great Place to Work gives us a real time feedback from our team members.
• 6:59
  Tucker Doherty: So I guess, tell me about some of your most needle moving initiatives then for decreasing turnover.
• 7:05
  Tucker Doherty: How are you tracking that return on investment, and what kinds of returns have you seen?
• 7:09
  Matt Terry: so we, you know, when we look at turnover, we look at, you know, nursing and MAs.
• 7:13
  Matt Terry: basically all the kind of the main positions across our organization.
• 7:16
  Matt Terry: And because we have that metric that we track on a quarterly basis, we're able to kind of see when there's moving across either one of our hospitals, maybe below par or one of our practices.
• 7:26
  Matt Terry: So what we've done is that data helps us then be able to respond in real time.
• 7:29
  Matt Terry: And so when we start to see some of that, we then kick up some of our our outreach efforts, Local college and universities, we maybe start to increase the promotion marketing around WellStar as a system.
• 7:38
  Matt Terry: That's a great place to work.
• 7:40
  Matt Terry: So we've got things in place that we can pull those levers Tucker, when we need to, when the data tells us we may be lagging in a certain area.
• 7:46
  Tucker Doherty: When we've spoken to some to, other CSOs on this topic, sometimes we hear that culture can be a bit nebulous.
• 7:52
  Tucker Doherty: Do you think these metrics really help you make it tangible or are there still parts of it that are hard to measure?
• 7:57
  Tucker Doherty: Hard to nail down.
• 7:58
  Matt Terry: Yeah.
• 7:58
  Matt Terry: data's selling good is when you can measure it, right?
• 8:00
  Matt Terry: So I would say, this is a good first step or even a second step.
• 8:02
  Matt Terry: I mean, we've been using Great Place to work for a while now.
• 8:05
  Matt Terry: and it's really kinda inform us about some of the investments that we've made or need to make to maintain employees.
• 8:09
  Matt Terry: it still is nebulous and we find is that you cannot over communicate.
• 8:12
  Matt Terry: So when we talk about the focus on retention and the focus on our employees and colleagues, that is part of a, a weekly newsletter that we send out.
• 8:19
  Matt Terry: It's part of every sort of meeting that we have around strategy.
• 8:22
  Matt Terry: So we try to make sure that that's ingrained in the culture and the philosophy of the organization from the top down to the, workers on the floors.
• 8:30
  Tucker Doherty: That makes a lot of sense.
• 8:31
  Tucker Doherty: You're describing how measurement and communication reinforce each other.
• 8:35
  Tucker Doherty: The point about it being impossible to over communicate is an important one.
• 8:38
  Tucker Doherty: Do you have any anecdotes from a time where you saw something happen and you either said, oh man, our culture investments really paid off.
• 8:45
  Tucker Doherty: I'm glad we did that.
• 8:46
  Tucker Doherty: Or conversely, something that you see in the organization and you're like, wow, I really wish we had been investing in culture earlier in this area.
• 8:52
  Matt Terry: Yeah, I think there's two examples of that, Tucker.
• 8:55
  Matt Terry: So we do an annual leadership WellStar day, in the spring where we all the, you know, kind of directors and above come together.
• 9:02
  Matt Terry: and we look back at the successes of the year, but more importantly, looking forward to what we wanna develop and continue to grow on our strategy.
• 9:08
  Matt Terry: And we also have an internal leadership academy where we nominate, both physicians and apps on the clinical side as well as.
• 9:16
  Matt Terry: current kind of management folks in the director manager level, that helps them develop the skillset to, to grow and to develop and to mature into higher, levels of management within the organization.
• 9:28
  Matt Terry: And both of those are important.
• 9:30
  Matt Terry: And we can see the culture is pervasive throughout those, because what you hear about in many of those.
• 9:36
  Matt Terry: events is the folks who have been here for a while and stay and then help promote and engender those efforts and the investments to their employees and their colleagues at Leadership Wall, star Day.
• 9:46
  Matt Terry: And then on the academy side, just seeing kind of the.
• 9:50
  Matt Terry: The breadth of talent that we've been able to, acquire and attract, has just continued to increase, again, in my limited time here at WellStar.
• 9:58
  Matt Terry: But I would say both of those are clear reflections of a culture we're building that's around sustaining and supporting the folks that we bring into WellStar.
• 10:05
  Matt Terry: And then inherently, how do they share that with the patients that we serve in the communities that we serve.
• 10:10
  Tucker Doherty: Those are great examples that really make clear how those traditions reinforce the kind of continuity you've been describing.
• 10:16
  Tucker Doherty: Shifting gears a bit, partnerships are a huge strategic lever for a lot of health systems.
• 10:21
  Tucker Doherty: which partnerships have been most valuable in shaping your talent pipelines or decreasing turnover or other elements of culture?
• 10:28
  Matt Terry: Yeah, and we've got a few different areas of our buckets, I would say, of partnerships.
• 10:31
  Matt Terry: Tucker, Internally, our business HR folks and our operational leaders have been in critical partners in building career care, which is really about helping people and the organization identify other opportunities within WellStar, which they can hire, and apply for.
• 10:44
  Matt Terry: And we provide some of the training educational experiences to get them helping to move vertically throughout their organization.
• 10:49
  Matt Terry: and we've streamlined rapid hiring for critical roles.
• 10:52
  Matt Terry: Externally, we've done several things.
• 10:53
  Matt Terry: We've built strong academic partnerships with Kennesaw State, we now have our partnership with Augusta University, as part of the Augusta University Health System that we've acquired over the past, 18 months.
• 11:02
  Matt Terry: And we work with many technical colleges like West Georgia Tech.
• 11:05
  Matt Terry: In Chat Hui Tech, that helps us start to really program and develop our areas around MAs and other kind of, rad tech roles itself.
• 11:13
  Matt Terry: We also work with Guild for prepaid tuition and stride for CRNA pipeline.
• 11:18
  Matt Terry: And then the community Tucker, we've collaborating with innovation and correct academies and local high schools, and even into junior high schools.
• 11:25
  Matt Terry: To start to get the word out around, hey, healthcare is a great field, a great organization, a great industry for people to, to join and to work on, and what makes it fun for those students and kids.
• 11:34
  Matt Terry: And then through our WellStar Foundation, we've received generous support from organizations like Georgia Power Trust, and Microsoft all helping us invest in skill building, in wage growth in underserved communities.
• 11:46
  Tucker Doherty: As we wrap up our time together, my final question is this, if you had to boil down your advice for other CSOs and list the top three things health systems can do to strengthen their culture, what would they be?
• 11:57
  Matt Terry: You know, I think first and foremost it's inclusion.
• 11:59
  Matt Terry: So what we've learned, as we've developed the strategy and focusing on the cultural piece, we try to try.
• 12:06
  Matt Terry: Bring as many folks as possible in terms of, different areas of the organization.
• 12:10
  Matt Terry: So clinical, financial, hr, our medical group, because I think having the variety of different viewpoints is important.
• 12:18
  Matt Terry: So the more we've done in terms of including people on decisions as well as tting ideas has been important.
• 12:23
  Matt Terry: when we do a lot of training, We try to be consistent in our training approach.
• 12:27
  Matt Terry: So if that's through new employees when they join, we also do a yearly, what I would call update on what's happening at WellStar.
• 12:34
  Matt Terry: We have consistent messaging that, is resonating across the organization.
• 12:38
  Matt Terry: so people, whether they're new, have been here for several years, have learned the language and learn how we communicate and learn the important parts.
• 12:44
  Matt Terry: And they then help teach as well, right?
• 12:46
  Matt Terry: You teach'em how to fish, not just give them fish.
• 12:49
  Matt Terry: and then thoroughly.
• 12:50
  Matt Terry: I just think the importance that we've learned about having culture specifically called out as part of the strategy is important that does not get left behind.
• 12:59
  Matt Terry: Because to your point earlier, Tucker, sometimes it gets lost in the other, the things that we're focusing on a real time basis or some of the longer term financial goals or growth goals.
• 13:08
  Matt Terry: But we've called it out and it's.
• 13:09
  Matt Terry: I think having that called on as a specific focus area within strategy has been an important part to kinda keep that top of mind and that way that it, then it becomes consistently involved in all of the conversations we have around growth and investment and quality and how do we do right by the patient.
• 13:23
  Matt Terry: So I think those are the three things.
• 13:25
  Matt Terry: Tucker, I would say have worked well for WellStar as we look at culture and how to continue to build our culture.
• 13:31
  Tucker Doherty: Thank you so much for joining us today, Matt.
• 13:33
  Matt Terry: Thanks again for the time.
• 13:37
  Anika: What stands out in this conversation is how deliberately, while Star has positioned culture as the connective tissue running through everything else they do.
• 13:45
  Anika: Matt described culture as one of the five strategic pillars and that's a powerful statement about accountability.
• 13:50
  Anika: The through line in Matt's message is that culture needs the same rigor, and visibility as other strategic investments.
• 13:57
  Anika: And data is important.
• 13:58
  Anika: They use data to catch early signs of strain, but it's more than staff surveys.
• 14:02
  Anika: We also heard how they've put some real structure behind it.
• 14:05
  Anika: Programs to support internal mobility partnerships with universities to build future pipelines and wellness investments that make supporting the whole person something measurable.
• 14:14
  Anika: I think there's this underlying connotation in healthcare that working in healthcare just is hard, that burnout, turnover, and disengagement are inevitable costs of the mission.
• 14:24
  Anika: But WellStar is challenging that notion, Culture can live in systems, funding decisions, and the cadence of leadership conversations.
• 14:31
  Anika: And systems that make that culture measurable and fund it like infrastructure are the ones that are building resilience for whatever comes next.
• 14:39
  Anika: That wraps up this episode of the Strategy Catalyst Dispatch.
• 14:43
  Anika: For more details on WellStar strategic plan and 11 other health system strategic plans, visit our website HM academy.com.
• 14:50
  Anika: to read our recently published strategic plan Compendium.
• 14:53
  Anika: If you have thoughts or comments, we'd love to hear them.
• 14:55
  Anika: Please email us at Strategy catalyst@hmacademy.com to share, That's it for this dispatch.
• 15:01
  Anika: Thanks for listening.