A trap when using common key phrases

It has been reported that the use of key phrases that all staff share a common understanding of is effective for integration inside an organization. At the Rakuwakai Otowa Hospital, however, integration failed due to the long-standing use of the terms “for the patient” and “patient first.” The staff...

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Bibliographic Details
Published inAnnals of business administrative science Vol. 19; no. 5; pp. 193 - 205
Main Author Masami Abe
Format Journal Article
LanguageEnglish
Published Global Business Research Center 15.10.2020
Subjects
differentiation
healthcare
integration
key phrases
professional organization
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Summary:It has been reported that the use of key phrases that all staff share a common understanding of is effective for integration inside an organization. At the Rakuwakai Otowa Hospital, however, integration failed due to the long-standing use of the terms “for the patient” and “patient first.” The staff had assigned different meanings depending on their profession to these terms based on which they had built successful track records for their profession. That experience acted as an inertia preventing changes in attitudes and behaviors and ended up accelerating individually optimal activities for each profession. It is not merely a matter of staff across units simply using the same key phrases; it is important to reduce the ambiguity of the key phrases through behavior.
ISSN:1347-4464
1347-4456
DOI:10.7880/abas.0200903a