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Published on August 16, 2018

One Small Step in Change Management Leads to One Giant Leap in Patient-Centered Care

Photof of a MidMichigan Health One-Person-One Record team.An animated space-themed video, Mission Control t-shirts and team selfies were just a few of the elements of fun designed into MidMichigan Health’s One Person, One Record campaign to launch a new electronic medical record system.  This campaign earned MidMichigan Health recognition as the global leader in Excellence in Change Communication at the 2018 Gartner Internal Communications Awards.

When MidMichigan Health set out to replace its electronic medical record systems at six medical centers and more than 80 outpatient clinics, leaders knew that this was not going to be just another software project but a major culture change.

Converting to one connected system for patient records was essential for MidMichigan to ensure safe, consistent, high-quality patient care while streamlining processes and minimizing costs. However, the project required engaging more than 7,000 employees, physicians and volunteers and reexamining all of the organization’s clinical and business workflows.

To overcome these challenges, MidMichigan launched a change management campaign that has revolutionized how they connect and communicate with internal audiences. This campaign, nicknamed “One Person, One Record,” was recently recognized as the worldwide category leader for Excellence in Change Communication at the 2018 Gartner Internal Communication Awards.

Running since 2011, the CEB (now Gartner) Internal Communications Awards is the leading event for recognizing internal communicators from around the globe. The program’s stated aim is to support and showcase the work of communicators who have achieved measurable business outcomes. MidMichigan Health was selected from among 300 entrants from 25 different countries. Other category winners included well-recognized brand names such as HBSC, Hewlett Packard and Old Navy.

MidMichigan collaborated with Midland-based creative agency Bolger + Battle to launch a space-themed communications campaign in three phases: Kickoff and Mission Prep (March 2016), Mission Control (April 2016-March 2017) and Liftoff (April-September 2017.)

The campaign used a cascaded communications technique of equipping leaders with kits and training to help them communicate and engage their teams. MidMichigan also enlisted computer-savvy “super users” and physician champions to influence and train their own peers. Campaign materials were designed to be interactive and fun. For example, an animated kickoff video invited all participants to “fasten their seatbelts and get ready to rocket care forward.” Workgroups donned space-themed photo props and submitted team selfies to an online photo gallery to document their participation in training. The fun, creative, sometimes over-the-top selfies showed a high degree of ownership and enthusiasm for the project.

MidMichigan met or exceeded the key clinical and financial benchmarks for a successful launch, and physicians and other users reported dramatic improvements in their satisfaction and efficiency, two of the key deliverables for the new system. Anecdotal feedback also indicated that people felt more connected and informed than on previous projects. MidMichigan Health plans to extend the campaign as it launches the Epic software at its newly acquired medical center in West Branch in 2019.

MidMichigan Health is a non-profit health system, headquartered in Midland, Michigan, affiliated with Michigan Medicine, the health care division of the University of Michigan. MidMichigan Health covers a 23-county region with medical centers in Midland, Alpena, Alma, Clare, Gladwin, Mt. Pleasant and West Branch. In addition to its Medical Centers, MidMichigan Health also offers both home health care and physician services, and has a strong commitment to medical education. MidMichigan Physicians Group provides urgent care and medical offices in more than 30 specialties and subspecialties including cardiology, hematology/oncology, orthopedics, vascular surgery, family medicine and more. The MidMichigan Health Foundation supports patients and families served by MidMichigan Health by raising funds for equipment, services and programs. Currently, MidMichigan has more than 7,800 employees, volunteers and physicians and provided $90 million in community benefits in fiscal year 2017.

CEB, a subsidiary of Gartner, is a global best practice insights and technology company that provides products and services to businesses worldwide. Gartner, Inc. (NYSE: IT), is the world's leading research and advisory company and a member of the S&P 500, providing 12,000 organizations in more than 100 countries with research, advice and tools to achieve their priorities. Those who would like to learn more about Gartner or the Internal Communications Awards may visit www.gartner.com.

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