This week’s tip, an “Ask the Expert,” is provided by Karen Zander, RN, MS, CMAC, FAAN.

Q: How can we change the culture to make case management easier to do day after day?

A: Culture is actually the sum total “collection” of the behaviors that have been rewarded and otherwise tolerated. Behaviors stem from many sources, including knowledge (one would hope!), beliefs, past experiences, and incentives. Culture will change when behaviors change, not the other way around.

So start expecting a few different behaviors, and behave differently in a few strategic places. For example, instead of starting to talk right away on the phone to someone you want something from, apologize for interrupting the person, and then ask if he or she can spend a minute to hear your concern. The recipient of this type of request may be more amenable to problem-solving with you.

Have a tip you’d like to share? Or maybe a question for our experts? Email it to editor jmcginley@hcpro.com.Your thoughts could be featured in the next issue of Case Management Weekly!